Question 1

Which of the following is an example of an open-end question?
A) How many employees to have?
B) Are you working with a supplier at present?
C) How do you currently assess the performance of your suppliers?
D) Are you interested in making a purchase today?
E) Do you prefer tea or coffee?

Accepted Answer

Open-end questions are designed to encourage a full, meaningful answer using the subject's own knowledge and/or feelings. Option C, "How do you currently assess the performance of your suppliers?" is an open-end question because it allows for a detailed response that can vary widely among different respondents, providing insights into their thoughts, processes, or feelings.

Question 2

The question "Do you see the advantages of implementing a uniform tax rate for all products?" is most likely an example of a(n) _____.
A) evaluative question
B) reactive question
C) tactical question
D) dichotomous question
E) ordinal-scale question

Accepted Answer

This question is evaluative because it asks for an assessment or judgment about the advantages of a specific policy (implementing a uniform tax rate), rather than a simple yes/no answer, a comparison, or a specific strategy.

Question 3

Which of the following types of questions are used by salespeople to probe for descriptive information?
A) Closed-end questions
B) Multiple-choice questions
C) Open-end questions
D) Directive questions
E) Dichotomous questions

Accepted Answer

Open-end questions are used by salespeople to probe for descriptive information because they allow the respondent to answer in their own words, providing more detailed and qualitative information.

Question 4

In the context of the types of questions classified by strategic purpose, _____ are designed to penetrate below generalized or superficial information to elicit more articulate and precise details for use in needs discovery and solution identification.
A) dichotomous questions
B) directive questions
C) probing questions
D) tactical questions
E) closed-end questions

Accepted Answer

Probing questions are specifically designed to delve deeper into a subject to gather more detailed information. They help in understanding the specifics of a need or problem, which is crucial for identifying the right solutions.

Question 5

_____ deliver richer and more expansive information than closed-end questions.
A) Directive questions
B) Dichotomous questions
C) Ordinal-scale questions
D) Open-end questions
E) Multiple-choice questions

Accepted Answer

Open-end questions allow respondents to answer in their own words, providing more detailed and expansive information compared to closed-end questions, which limit responses to predefined options.

Question 6

Which of the following is an example of an open-end question designed to be evaluative in nature?
A) How do you feel about the new tax exemption policy for start-up businesses?
B) Which is easier to use for you, Google or Firefox?
C) Earlier you mentioned that your employees have a low morale. How do you think that impacts your business?
D) How often do you face power outages in this area?
E) You said that this technology does not suit your customers' requirements; could you give me an example of what you mean?

Accepted Answer

Open-end questions are designed to elicit detailed responses and allow the respondent to express their thoughts freely. Option A asks for feelings about a policy, inviting a broad and evaluative response.

Question 7

Which of the following types of questions can be used by salespeople to change the topic of discussion to avoid embarrassing prospective customers or themselves by proceeding on a forbidden or nonproductive line of questioning?
A) Evaluative questions
B) Reactive questions
C) Probing questions
D) Tactical questions
E) Dichotomous questions

Accepted Answer

Tactical questions are specifically designed to change the direction of a conversation. This can be particularly useful in sales situations to navigate away from topics that may be embarrassing or unproductive, ensuring the discussion remains focused and positive.

Question 8

In the context of sales communication, effective communication skills are needed:
A) to enable buyers and salespeople to reach an agreement immediately.
B) to identify buying needs and to demonstrate to buyers how a salesperson's proposed solution can satisfy those needs better than competitors.
C) to allow salespeople to isolate themselves from the decision-making process of buyers.
D) to enable salespeople to maximize profits in the short run and to develop agreement among participants.
E) to determine the mental state of buyers and manipulate them into believing that a product has high attributes.

Accepted Answer

Effective communication in sales is crucial for identifying the needs of the buyer and demonstrating how the salesperson's solution can meet those needs better than the alternatives offered by competitors. This involves understanding the buyer's requirements, presenting the product or service effectively, and showing how it addresses those specific needs.

Question 9

The purpose of trust-based sales communication is:
A) to allow salespeople to dominate and control a sales conversation.
B) to hasten the sales process.
C) to maintain short-term relationships with buyers.
D) to maximize common understanding between buyers and sellers.
E) to provide salespeople with complete autonomy in the decision-making process of buyers.

Accepted Answer

Trust-based sales communication aims to maximize common understanding between buyers and sellers, fostering a relationship of trust and mutual respect, which is essential for long-term business relationships.

Question 10

The question "Do you see the merits of the solution I'm proposing?" is an example of a(n) _____.
A) evaluative question
B) dichotomous question
C) activation question
D) tactical question
E) reactive question

Accepted Answer

This question is evaluative because it asks the respondent to assess or judge the value or effectiveness of the proposed solution.

Question 11

Which of the following should be incorporated by salespeople in their sales communication to encourage thoughtful responses from buyers?
A) Unbroken eye contact
B) Carefully crafted questions
C) A rigid erect posture
D) A slow rate of speech
E) Crossed arms and legs

Accepted Answer

Carefully crafted questions are essential in sales communication as they can guide the conversation, uncover the buyer's needs, and encourage thoughtful responses.

Question 12

"Talking with the customer" rather than "talking at the customer" is a characteristic of _____.
A) trust-based sales communication
B) mass marketing
C) incentive-based sales communication
D) traditional selling
E) transaction-based sales communication

Accepted Answer

Trust-based sales communication emphasizes building a relationship with the customer through dialogue and understanding their needs, rather than just pushing a product or service.

Question 13

"Do you prefer tea or coffee?" is an example of a(n) _____.
A) ordinal-scale question
B) open-end question
C) interval-scale question
D) nondirective question
E) dichotomous question

Accepted Answer

This question presents two distinct options (tea or coffee) for the respondent to choose from, making it a dichotomous question because it divides responses into two parts.

Question 14

The question "That sounds like an important issue; could you give me an example of what you mean?" is an example of a(n) _____.
A) ordinal-scale question
B) probing question
C) closed-end question
D) tactical question
E) dichotomous question

Accepted Answer

This question is an example of a probing question because it seeks further clarification, elaboration, or explanation on a topic that has been mentioned, indicating a desire to delve deeper into the subject matter.

Question 15

_____ are questions that refer to or directly result from information the other party previously provided.
A) Dichotomous questions
B) Evaluative questions
C) Tactical questions
D) Probing questions
E) Reactive questions

Accepted Answer

Reactive questions are those that are formulated based on information previously provided by the other party. They show that the questioner is paying attention to the conversation and is interested in delving deeper into the subject matter based on the responses already given.

Question 16

_____ is the sharing of meaning between buying and selling individuals that results from the interactive process of exchanging information and ideas.
A) Incentive-based sales communication
B) Trust-based sales communication
C) Aggressive sales communication
D) Traditional sales communication
E) Transaction-based sales communication

Accepted Answer

Trust-based sales communication is the correct answer because it emphasizes the importance of building trust and understanding between the buyer and seller through the exchange of information and ideas. This approach focuses on creating a mutual understanding and shared meaning, rather than just pushing a sale.

Question 17

_____ allow salespeople to understand customer needs and expectations by encouraging them to respond freely.
A) Directive questions
B) Multiple-choice questions
C) Closed-end questions
D) Open-end questions
E) Dichotomous questions

Accepted Answer

Open-end questions are designed to encourage a full, meaningful answer using the subject's own knowledge and/or feelings, allowing salespeople to gain a deeper understanding of customer needs and expectations.

Question 18

Which of the following is an example of a closed-end question?
A) How do you determine sales goals for each region?
B) Why are your customers currently unhappy?
C) Is this the primary reason you are interested in switching suppliers?
D) How do you currently process orders?
E) Describe how you feel about using eco-friendly materials?

Accepted Answer

Closed-end questions are designed to receive a specific, often "yes" or "no" answer, rather than an open-ended response. Option C, "Is this the primary reason you are interested in switching suppliers?" is a closed-end question because it prompts a specific, concise answer.

Question 19

Kim is a salesperson for DEF Advertising. She has trouble in controlling the conversation that takes place in her sales calls. She finds that her customers often talk about relatively unimportant things until her time with those customers is up. Kim could most likely benefit by:
A) improving her questioning skills and using carefully crafted questions.
B) being outspoken with her customers and telling them they are wasting her time.
C) dominating the sales call so the customers do not have any opportunity to go off track.
D) being more formal and less friendly during the sales call.
E) using nonverbal gestures to change the direction of the conversation.

Accepted Answer

Improving questioning skills and using carefully crafted questions can help Kim guide the conversation more effectively, ensuring that it stays on topic and covers the important points she needs to address. This approach allows for a more productive dialogue without being confrontational or overly controlling.

Question 20

In the context of the types of questions classified by strategic purpose, which of the following types of questions is best used in a conversational style and can be used to request clarification, encourage elaboration, and verify information and responses?
A) Dichotomous questions
B) Multiple-choice questions
C) Probing questions
D) Directive questions
E) Closed-end questions

Accepted Answer

Probing questions are designed to delve deeper into a subject or topic. They are used in conversations to request further clarification, encourage more detailed responses, or verify the information provided. This makes them ideal for conversational styles where the goal is to understand more about the respondent's thoughts, feelings, or experiences.

Quiz 4: Communication Skills

Which of the following is an example of an open-end question?

The question "Do you see the advantages of implementing a uniform tax rate for all products?" is most likely an example of a(n) _____.

Which of the following types of questions are used by salespeople to probe for descriptive information?

In the context of the types of questions classified by strategic purpose, _____ are designed to penetrate below generalized or superficial information to elicit more articulate and precise details for use in needs discovery and solution identification.

_____ deliver richer and more expansive information than closed-end questions.

Which of the following is an example of an open-end question designed to be evaluative in nature?

Which of the following types of questions can be used by salespeople to change the topic of discussion to avoid embarrassing prospective customers or themselves by proceeding on a forbidden or nonproductive line of questioning?

In the context of sales communication, effective communication skills are needed:

The purpose of trust-based sales communication is:

The question "Do you see the merits of the solution I'm proposing?" is an example of a(n) _____.

Which of the following should be incorporated by salespeople in their sales communication to encourage thoughtful responses from buyers?

"Talking with the customer" rather than "talking at the customer" is a characteristic of _____.

"Do you prefer tea or coffee?" is an example of a(n) _____.

The question "That sounds like an important issue; could you give me an example of what you mean?" is an example of a(n) _____.

_____ are questions that refer to or directly result from information the other party previously provided.

_____ is the sharing of meaning between buying and selling individuals that results from the interactive process of exchanging information and ideas.

_____ allow salespeople to understand customer needs and expectations by encouraging them to respond freely.

Which of the following is an example of a closed-end question?

Kim is a salesperson for DEF Advertising. She has trouble in controlling the conversation that takes place in her sales calls. She finds that her customers often talk about relatively unimportant things until her time with those customers is up. Kim could most likely benefit by:

In the context of the types of questions classified by strategic purpose, which of the following types of questions is best used in a conversational style and can be used to request clarification, encourage elaboration, and verify information and responses?