Question 1

The KISS acronym stands for "Keep It Systematic, Salesperson."

Accepted Answer

The KISS acronym actually stands for "Keep It Simple, Stupid."

Question 2

Acceptance signals indicate the buyer is favourably inclined toward your presentation but is hesitant toward you as a presenter - he/she likes the product but is not comfortable with you as a salesperson.

Accepted Answer

Acceptance signals indicate that the buyer is positively inclined towards both the product and the presenter, showing comfort and agreement with the presentation.

Question 3

A salesperson should always shake hands with their prospect even if they may have sweaty hands due to stress.

Accepted Answer

Shaking hands is a common greeting, but it's not always necessary or appropriate, especially if it might make the other person uncomfortable. It's important to consider the context and the preferences of the prospect.

Question 4

One of your sales colleagues is taking a client out for a business lunch and asks you for advice on how she can "control" the lunch meeting.You, as an experienced salesperson provide her lots of advice including: "take control and order lunch for your client - this will demonstrate your ability to take charge."

Accepted Answer

Ordering lunch for the client may come across as controlling and not allowing them to make their own choices, which could negatively impact the business relationship. Instead, suggest that your colleague ask the client if they have any dietary restrictions or preferences and make recommendations based on that information. Encourage your colleague to actively listen to the client and guide the conversation towards relevant business topics, but not to dominate the conversation or push the sale too hard during the meal. The goal should be to build rapport and establish trust, not to "control" the situation.

Question 5

According to the text, salespeople should rely only on facial expressions as indicators of acceptance.

Accepted Answer

Salespeople should not rely solely on facial expressions as indicators of acceptance. Other factors such as body language, tone of voice, and verbal responses should also be taken into consideration.

Question 6

One way the salesperson can change caution signals into agreement signals is to speed up her planned presentation.

Accepted Answer

Speeding up the presentation is not a guaranteed way to change caution signals into agreement signals. It may actually lead to the customer feeling rushed and more hesitant to make a purchase. It's important for the salesperson to listen to the customer and address their concerns in a way that shows understanding and empathy.

Question 7

A salesperson must often seek feedback because prospect do not always give it voluntarily.

Accepted Answer

Seeking feedback is an important part of the sales process as prospects may not always provide it voluntarily. By seeking feedback, salespeople can gain insight into their performance and identify areas for improvement.

Question 8

When facing disagreement signals, a salesperson should stop the presentation and adapt his/her approach.

Accepted Answer

When facing disagreement signals, it is important for the salesperson to stop the presentation and adapt their approach in order to address the concerns or objections of the prospect. Ignoring these signals and continuing with the same approach can lead to a breakdown in communication and ultimately result in a lost sale.

Question 9

The term "netiquette" is used to define proper rules and manners for using any sort of communication, (i.e., emails, over the Internet).

Accepted Answer

Netiquette refers to the proper etiquette or manners that should be followed while communicating over the internet, including emails, social media, and other forms of online communication.

Question 10

Many salespeople lose business opportunities because they fail to recognize communication barriers between the salesperson and the potential client.

Accepted Answer

Communication barriers can include language differences, cultural misunderstandings, misinterpretation of tone or body language, and lack of clarity in messaging. Failure to recognize and address these barriers can result in missed business opportunities.

Question 11

When a salesperson demonstrates empathy, he is in fact seeing the issue from the client's perspective.

Accepted Answer

Demonstrating empathy means understanding and sharing the feelings of the client. This requires the salesperson to see the issue from the client's perspective and show that they care about the client's concerns.

Question 12

Successful salespeople are true to their own self-image and do NOT try to match their communication style with that of their prospect.

Accepted Answer

Successful salespeople understand the importance of adjusting their communication style to match their prospect's communication style. They can adapt and connect with prospects on their level, building rapport and trust, which can lead to closing the sale.

Question 13

Persuasion is the ability to change a person's belief or position toward a product or service.

Accepted Answer

Persuasion involves using various techniques and arguments to alter someone's perception, attitude, or opinion about something, which can include a product, service, or idea.

Question 14

Having a product sample and allowing a client to handle it and use it would be an effective way of conducting a sales presentation to a client you have identified as a kinesthetic learner.

Accepted Answer

Kinesthetic learners learn best by doing and experiencing, so allowing them to handle and use a product sample would engage them in the sales presentation and help them understand the benefits and features of the product.

Question 15

When meeting an Indigenous person, it is important to avoid using top-down or authoritative approaches.

Accepted Answer

When meeting an Indigenous person, it is important to approach with respect and collaboration rather than asserting authority or dominance. Indigenous cultures value community and mutual respect, so it is important to acknowledge and honor those values.

Question 16

Even if a salesperson fails to notice the feedback signals being sent by a prospect, feedback has still occurred.

Accepted Answer

Feedback does not refer to any specific type of listening behavior by the buyer but rather to a recognizable response. If the salesperson fails to notice or respond to signals, such as a frown or a shake of the head, no feedback can occur, which means faulty or incomplete communication.

Question 17

The salesperson should NOT allow herself to be distracted by the buyer's body angle because it is meaningless.

Accepted Answer

The buyer's body angle can give valuable insight into their level of interest and engagement in the conversation. It can also indicate discomfort or disagreement with certain points being made. Therefore, it is important for the salesperson to pay attention to the buyer's body language and adjust their approach accordingly.

Question 18

A vocalized pause occurs when a salesperson stops speaking to answer a question.

Accepted Answer

A vocalized pause, also known as a filler word (e.g. "um," "ah," "like"), occurs when a salesperson hesitates or struggles to find the right words to say next. It is not necessarily in response to a question.

Question 19

A prospect can communicate with you without uttering a word.

Accepted Answer

A prospect can communicate with you through nonverbal cues such as body language, facial expressions, and tone of voice. A prospect can communicate through non-verbal cues such as body language, facial expressions, and gestures.

Question 20

A salesperson makes a presentation to a potential client.During the presentation, the potential client angles her body away from you.This may be indicative of some kind of "blocked communication" issue.

Accepted Answer

Angling the body away can be a nonverbal cue for discomfort or disinterest in the conversation, indicating a potential communication barrier.

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