Deck 4: Communication for Successful Selling: How to Build Relationships

Question 1

Under which of the following would you include communication barriers?

A) encoding mechanisms
B) feedback loops
C) decoding tools
D) noise
E) caution signals

Answer 1

D

Question 2

How large an area is encompassed by an individual's personal space?

A) up to one metre
B) 0.5 to 1.5 metres
C) 2 to 4 metres
D) 3 to 6 metres
E) approximately 4.5 metres

Answer 2

B

Question 3

What specific term includes variables such as barriers to communication?

A) feedback
B) encoding
C) the medium
D) decoding
E) noise

Answer 3

E

Question 4

Which of the following does the text identify as major nonverbal communication channels?

A) Handshakes
B) The physical spaces between the buyer and seller
C) Clothing and grooming
D) Body movements
E) All of these choices are correct

Question 5

So called "body language" is normally associated with which communication type?

A) verbal
B) nonverbal
C) distorted
D) proactive
E) explicit

Question 6

A chair beside a prospect's desk will typically be in which zone?

A) communal
B) intimate
C) social
D) personal
E) public

Question 7

What is the salesperson doing when he/she translates the ideas and concepts contained in his/her mind into words?

A) decoding
B) processing
C) encoding
D) translating
E) creating a message medium

Question 8

What term would you use to describe the space between a buyer and a seller that should be of respect and if violated,is seen as the most "sensitive zone" by most North Americans?

A) territorial
B) intimate
C) secured
D) personal
E) protected

Question 9

Which of the following terms is defined as the act of transmitting verbal and nonverbal information and understanding between seller and buyer?

A) communication
B) encoding
C) persuasion
D) decoding
E) message-casting

Question 10

Which of the following should NOT be categorized as a nonverbal communication channel?

A) the physical space between the buyer and seller
B) appearance
C) ethical similarity
D) body movements
E) a handshake

Question 11

After listening to a sales presentation,Henry,the sales prospect,starts the process of trying to understand how his business would be impacted.What is this known as?

A) the communication process
B) message context
C) the encoding process
D) the decoding process
E) the medium selection

Question 12

Which of the following terms in a face-to-face sales meeting embodies the notion of expressions?

A) explicit
B) verbal
C) vocal
D) nonverbal
E) persuasive

Question 13

When you call on a prospect,your words,visual materials,and your body language are all used to communicate with your prospect.In terms of the communication process,what are these variables called?

A) feedback precipitators
B) encoding tools
C) the medium
D) decoding mechanisms
E) the message

Question 14

According to the text,what is the term used to describe an area that is between 1.5 to 3.5 metres from a person and is the area normally used for sales presentations?

A) social
B) public
C) secured
D) intimate
E) territorial

Question 15

When speaking with potential customers,Mario often only has a few centimetres of space between himself and his clients.This causes some to feel and act as if they are not comfortable with the space between themselves and Mario.Which of the following terms captures this scenario?

A) territorial space
B) comfortable space
C) secured space
D) individual space
E) protected space

Question 16

"Are you sure that your company's software can reduce my inventory costs by 15 percent?" cried the buyer after listening to the salesperson's proposal.Under the communication framework discussed in the text,what would you call the buyer's reaction?

A) a source response
B) feedback
C) noise
D) decoding
E) a communication reversal

Question 17

Bob is trying to convince Isabel that his products will be of great value to Isabel's business.What role is Bob playing from a communication model perspective?

A) source
B) encoder
C) communication deliverer
D) receiver
E) sender

Question 18

From a communications model perspective,the salesperson in a sales call is the:

A) source
B) communication agent
C) presenter
D) recorder
E) decoder

Question 19

Natural barriers such as desks or counters often mitigate which of the following potential violation of physical space?

A) territorial
B) communal
C) social
D) personal
E) public

Question 20

The salesperson delivers a detailed presentation while the buyer simply listens to the salesperson.Which of the following terms best describes this scenario?

A) distortion
B) hard-sell communication
C) non-communication
D) noise
E) one-way communication

Question 21

Which of the following statements about feedback is true?

A) It may be appropriate to use questions that obtain feedback that is negative.
B) If a salesperson fails to notice the feedback signals being sent by a prospect, then feedback has still occurred.
C) In planning your presentation it is impossible to predetermine when and what feedback-producing questions to ask.
D) It is never appropriate to use questions that obtain positive feedback.
E) Feedback has to be verbal.

Question 22

What should a salesperson do to change caution signals into acceptance signals?

A) project acceptance signals
B) slow up or change his planned presentation
C) use open-ended questions
D) carefully listen and respond to her buyer's message
E) all of these choices are correct

Question 23

Which of the following terms best defines a salesperson's ability to change a person's belief,position,or course of action?

A) Social learning
B) Persuasion
C) Perception
D) Cognition
E) Attention

Question 24

Mathew,a potential customer of yours is displaying classical "caution signals." Which of the following is one of two possible reasons for customers displaying "caution signals" identified in the text?

A) They indicate blocked communications.
B) They usually lead to the next step-acceptance signals.
C) They indicate that the salesperson needs to respond with similar signals to proceed on an equal footing with his buyer.
D) They signal the salesperson to speed up his or her presentation.
E) They warn the salesperson to close the deal.

Question 25

As the salesperson walks into the purchasing agent's office,she invites the seller to sit in a chair directly across her desk from her.Into which space zone is the salesperson being placed?

A) impersonal
B) communal
C) social
D) personal
E) public

Question 26

As you deliver your planned sales presentation,you become increasingly aware your buyer is sending you caution signals.Which of the following courses of action would be your best one to try?

A) Respond to the caution signals with stop signals.
B) Ask a series of "yes" or "no" questions to increase the buyer's involvement.
C) Depart from the planned presentation.
D) Speed up your presentation.
E) Ignore this feedback and ask for the order now.

Question 27

Which space is normally used for sales presentations?

A) impersonal
B) intimate
C) social
D) personal
E) communal

Question 28

Canadian image and communication experts provide some advice on the proper hair style appropriate for Canadian salespeople.Which of the following choices best fits the advice provided by these experts and referenced in this text?

A) Wear it short to suggest a conservative, professional, and business-like approach.
B) Consider the industry in which you are working and make sure it's neat and non-distracting.
C) Wear it long to show an optimistic outlook on life.
D) Wear your hair at a medium length in order not to offend prospects that prefer long or short hair.
E) Experts suggest you should follow your "heart" - be yourself.

Question 29

Which of the following reasons may cause communication to break down in a selling situation?

A) distractions
B) lack of selling pressure
C) lack of information
D) similarities of perception
E) all of these choices are correct

Question 30

During the sales presentation,the paper salesperson often asked the prospect various questions about her previous experience with similar types of paper and what she thought about the weight and quality of the paper he was selling.What is the salesperson trying to do with these type of questions?

A) selective encoding
B) benefitizing
C) selective questioning
D) probing
E) problem solving

Question 31

What is likely to happen if a buyer's perceptions,attitudes,and beliefs are similar to those of a seller?

A) there is less need for listening
B) more selling pressure needed to close the deal
C) decreases the need for an organized sales presentation
D) greater the need for a demonstration to close the deal
E) stronger communication between the buyer and seller

Question 32

Your buyer is leaning away from you with his arms crossed and displaying a generally neutral facial expression toward your sales presentation.Which term best describes this scenario?

A) disagreement
B) mixed
C) acceptance
D) caution
E) defiance

Question 33

The restaurant equipment salesperson is receiving the following signals from her prospect: She appears to want to move away from you,has gone silent and appears to be avoiding eye contact and,starts to make a few negative comments.What kind of signal is she likely projecting?

A) caution
B) acceptance
C) disagreement
D) unsure
E) confusion

Question 34

What term characterizes the salesperson's ability to see the "world from the perspective of the customer"?

A) Encoding
B) Empathy
C) Enthusiasm
D) Communication loop
E) Feedback

Question 35

A buyer who displays eye contact,has a relaxed overall body demeanour,and exhibits positive facial expressions is often relaying what kind of message to a salesperson?

A) disagreement
B) territorial
C) caution
D) defiance
E) acceptance

Question 36

Your prospect has agreed to meet you for lunch to allow you an opportunity to close a potentially lucrative contract.In addressing the actual lunch setting,the text offers some practical advice you should follow.Which of the following is NOT addressed by the authors in this text?

A) Arrive before your prospect and make sure your cell phone is off.
B) Do not talk business until both of you have ordered.
C) Reserve a table that is away from traffic and distractions.
D) Pick up the tab and make sure your tip is at least 25% of the tab.
E) Allow the prospect to order his meal first.

Question 37

Which of the following statements is recommended by the text as a good rule to follow when a salesperson is shaking hands?

A) Always allow the prospect to extend his or her hand first.
B) Fully engage in with the prospect with a vertical hand.
C) Always extend your hand to the prospect first.
D) Use a prolonged handshake to convey your friendliness.
E) Avoid eye contact during the actual handshake; instead look at the prospect's hand.

Question 38

Imagine you sell veterinarian products.As you discuss the merit of a new vaccination for arthritis with a potential buyer,you notice she is leaning away from you,and looking most of the time at a photograph that she is continually picking up,putting down,and rearranging on her desk.What kind of signal is this buyer providing you?

A) mixed
B) disagreement
C) territorial
D) caution
E) defiance

Question 39

Caution signals are important to the success of the salesperson because:

A) if they are not properly handled, they may evolve into disagreement signals.
B) they indicate the salesperson is too far away from the prospect and should move closer to build intimacy.
C) the salesperson must respond with similar signals to proceed on an equal footing with her buyer.
D) they signal the salesperson to speed up his or her presentation.
E) they warn the salesperson to close the deal before he leaves because if he doesn't a competitor will.

Question 40

Which of the following terms may indicate a buyer is favourably inclined toward a presentation?

A) Recognition
B) Proceed
C) Caution
D) Receptive
E) Acceptance

Question 41

When a salesperson actively tries to hear what the prospect is saying but is making no effort to understand the intent of the message and is more intent on formulating a response,he or she is practicing:

A) marginal listening
B) effective listening
C) critical listening
D) evaluative listening
E) network listening

Question 42

John is shopping for two business style suites which he will use to make presentations to potential clients.Which of the following are safe colours for him to choose?

A) Red, white, and blue.
B) Earth tone colours.
C) Blue, grey, and black
D) Brown, green, and blue
E) Any bright colours

Question 43

Which statement best describes appropriate attire in the world of sales?

A) Females should always wear dresses as they appear elegant and sophisticated.
B) Suits are best, usually in conservative colours.
C) Lots of eye catching jewellery should be worn to show prospects you're successful.
D) It's best to be as comfortable as possible as it can be a long day.
E) None of these choices are correct.

Question 44

Which of these statements represents proper email etiquette associated with the "message body" of an email?

A) convey information concisely
B) use all capital letters to emphasize importance
C) be completely informal to appear friendly
D) as long as possible to provide complete details on you, your company, and product
E) all of these choices are correct

Question 45

Glenn is a new salesperson who recently attended a seminar on improving listening.As a result of what Glenn learned at the seminar,he is actively trying to hear what the prospect is saying.Unfortunately,Glenn didn't get the whole point because he isn't making the effort to understand the prospect's intent.At what level of listening is Glenn functioning?

A) marginal listening
B) routine listening
C) borderline listening
D) evaluative listening
E) peripheral listening

Question 46

Refraining from evaluating a person's message and trying to see the other person's point of view,are key components of what type of listening?

A) Active listening
B) Silent listening
C) Evaluative listening
D) Marginal listening
E) Effective listening

Question 47

When we are engaged in this level of listening,it is easy to become distracted by emotion-laden words.When we hear them,we may become obsessed with the words and wonder what to do about them rather than continue listening.What level of listening best fits this narrative?

A) marginal
B) routine
C) peripheral
D) evaluative
E) context-driven

Question 48

Which of the following is the best example of an effective subject line in an email?

A) "Sale prices expire soon"
B) "Open right away to avoid missing low prices"
C) "Proposal to Lower Production Costs"
D) "WOW-AMAZING PRICES"
E) all of these choices are correct

Question 49

According to the text,which general advice for dress is appropriate?

A) Always dress casually, so you don't intimidate your buyers.
B) Always dress in expensive suits, so you give the impression of success.
C) Dress doesn't really matter anymore so don't worry about it.
D) It is best to rely on your company's dress code and use your common sense.
E) None of these choices are correct

Question 50

A colleague of yours who recently attended a sales conference came to you looking for a detailed explanation of the KISS principle.What advice or guidance would you provide your colleague vis-à-vis the KISS principle?

A) keep asking questions to encourage feedback from your client
B) keep in mind how important empathy is to your client
C) keep in mind the power of persuasion in convincing your client
D) keep presentations simple
E) keep listening to your buyer's responses

Question 51

Kim is a veteran pharmaceutical salesperson in an interview with a new prospect.As the prospect talks about her company's situation,Kim thinks,"I know,I know,I've heard this stuff from about 100 people this year.Hurry up so I can tell you about my product." What type of listening is Kim engaged in?

A) marginal
B) evaluative
C) non-supportive
D) routine
E) primary

Question 52

Which of the following statements about listening is true?

A) Effective listening is vital to success in selling.
B) Visual aids play no part in the listening process.
C) People can talk approximately twice as fast as they can listen.
D) Listening refers to the process of trying to detect sounds.
E) You should listen closely to everything you hear.

Question 53

The text offers several suggestions on how to keep the buyer engaged during a sales presentation.Which of the following is NOT suggested by the text?

A) The salesperson should ask probing questions.
B) Get the prospect engaged in the presentation - if he/she asks questions it is a good thing.
C) Use multiple means of conveying your message - appeal to different learning styles.
D) Listen to more than just the words - body language communicates your prospect's level of engagement.
E) Given that people can hear at a level twice as fast as the average speed of speech, presenters should consider speaking a bit faster.

Question 54

Which of the following statement(s)about learning styles is accurate?

A) virtual learners like to see things
B) kinesthetic learners like to touch and do things
C) kinesthetic learners like to visualize things
D) auditory learners like to see things
E) all of these choices are correct

Question 55

Buyer says: "You know John,staff turnover is really our number one problem!" Salesperson responds: "Mike,our products are really at the cutting edge of technology and customer engagement!" Which of the following reflects John's listening level?

A) Daydreaming
B) Marginal listening
C) Partial listening
D) Evaluative listening
E) Active listening

Question 56

Which of the following should be included in the signature line of an email message?

A) Name
B) URL
C) Mailing address
D) Telephone and Fax numbers
E) All of these are correct choices

Question 57

The salespersons heard the comment made by the prospect.However,he made no attempt to understand what the prospect said.He focused simply on categorizing the comment and coming up with a response.Which of the following listening levels is this salesperson operating at?

A) marginal
B) routine
C) ambiguous
D) evaluative
E) peripheral

Question 58

The text describes three levels of listening.Which of the following is identified by the text as the lowest level of listening?

A) marginal
B) non-evaluative
C) communal
D) primary
E) cautionary

Question 59

What is the key purpose of a subject line in an email message?

A) To describe the content of the message.
B) To convince the buyer of your interest in her or him as a person.
C) To determine if the buyer is qualified to buy.
D) To fool the buyer into opening the message.
E) To identify who the sender of the message is.

Question 60

Which of the following is "Textiquette" guidelines offered by the authors of this book?

A) Often, a long message is best to capture the required information.
B) Use acronyms widely to save space.
C) Be respectful of the client's time.
D) Use this mode of communication late at night.
E) As it is the norm, feel free to use emoticons.

Question 61

Martha decides to explain the product features to a prospect by telling a story.The process of converting a concept into a story is an example of encoding.

Question 62

One-way communication is essential for the salesperson to make the sale.

Question 63

Personal space refers to all the area around a person that an individual will not allow another person to enter without consent.

Question 64

Which of the following statements is NOT a notion expressed by the text when addressing listening,thoughts and feelings of prospects?

A) listen behind the words for the emotional content of the message
B) when speaking with prospects, look for changes in eye contact
C) most "sensers" tend to give you lots of emotional clues
D) some people reveal more by what they don't say
E) body language provides salespeople with few clues about the prospects intentions

Question 65

"Your software can really reduce my expenses by 15 percent!" squealed the buyer to the salesperson's proposal.This buyer reaction is an example of feedback.

Question 66

What describes communication characteristics of your voice,such as inflection,pitch,and when you pause between words?

A) imagery
B) sales-oratory
C) decoding
D) deceptive
E) vocal

Question 67

Harvey is about to email a potential client.When he composes his email,what should he include in the subject line?

A) accurately convey what the message is about
B) use all capital letters to emphasize its importance
C) be aggressive, but not too much
D) capture the reader's attention with something like: "Do I have a deal for you?
E) should be worded like junk mail

Question 68

As presented in the text,communication in the sales context is NOT an exchange process.

Question 69

John is excited about helping customers.Moreover,he is always prepared,has very good listening skills,and never embellishes performance expectations of the products he sells.What term describes John's behaviour?

A) KISS
B) Reliable
C) Valid
D) Credible
E) Participative

Question 70

Which of the following are activities that may be done well via "social media"?

A) search for new customers
B) research prospects
C) networking
D) provide customer service
E) all of these choices are correct

Question 71

What term embodies the notion of a salesperson being excited about the opportunity to solve a prospect's challenges?

A) diligence
B) active
C) active listening
D) loyalty
E) enthusiasm

Question 72

According to the text,the tone you use,and the actions and words you choose are all examples of encoding.

Question 73

If a salesperson wants to communicate the message,"Let's work together," when extending their hand for a handshake,how should they place their hand?

A) extend their hand palm up
B) extend their hand palm down
C) ensure that they have a powerful grip
D) extend their hand palm vertical
E) not extend their hand at all so they don't give the wrong signal

Question 74

Entering a so called buyer's intimate space before the prospect is ready often will help close the sale.

Question 75

John provides Mary with some information about the features and benefits of a product.In this example,John would be considered a medium from a communication perspective.

Question 76

When Sally speaks to clients and colleagues,she has a habit of positioning herself very close to the other person.Often,they become agitated.What element associated with territorial space is Sally violating?

A) violating their personal space
B) positioning herself in the public space
C) doing the right thing-ensuring people can hear her
D) using nonverbal communication
E) she is not violating any element of territorial space

Question 77

As she listens to her customer,Katlin refrains from evaluating the message and tries to see the customer's point of view.What kind of listening is Katlin displaying?

A) low involvement
B) participative
C) non-routine
D) active
E) responsive

Question 78

Bill is presenting to a purchasing manager who is a recent immigrant to Canada and appears to be having difficulty understanding the language.Bill begins to speak more slowly and using easier to understand words.What is Bill engaged in from the perspective of the communication process presented in the text?

A) decoding
B) message channeling
C) feedback
D) dealing with noise
E) encoding

Question 79

When there is an exciting announcement to be made about a product such as an upcoming sale,Marty can get the word out quickly by using which of the following modes of communication?

A) snail mail
B) twitter
C) the telephone
D) advertising
E) all of these techniques could be used

Question 80

In a normal two-person conversation,less than 35 percent of the social meaning is expressed verbally.