Question 1

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.

Accepted Answer

It is important to obtain both positive and negative feedback in order to improve and make adjustments to sales presentations. Ignoring negative feedback can lead to stagnation and a lack of growth in sales skills.

Question 2

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

Accepted Answer

To change caution signals into acceptance signals, a salesperson should use a combination of tactics. They should project acceptance signals themselves, slow down or modify their presentation if necessary, use open-ended questions to encourage dialogue, and carefully listen and respond to the buyer's messages. All of these steps can work together to build trust and rapport, address concerns, and ultimately convert caution into acceptance.

Question 3

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

Accepted Answer

Persuasion is the ability of a salesperson to change a person's belief, position, or course of action. Social learning refers to the process of learning through observing and imitating others. Perception is the process by which we interpret and organize sensory information. Cognition refers to the mental processes involved in thinking and understanding, such as perception, memory, and reasoning. Attention refers to the ability to focus on specific stimuli.

Question 4

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.

Accepted Answer

"Caution signals" are usually expressed by potential customers who are uncertain, need more information, or are hesitant to make a purchase decision. They do not necessarily indicate blocked communication or the need for the salesperson to respond with similar signals, but rather a need for the salesperson to address the potential customer's concerns and uncertainties. The other options listed - B, D, and E - do not accurately describe the purpose of caution signals.

Question 5

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

Accepted Answer

The answer of As the salesperson walks into the purchasing...

Question 6

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.

Accepted Answer

If the buyer is sending caution signals, it's likely that they have concerns or objections about what you're presenting. Departing from the planned presentation allows you to address these concerns head-on and adapt your message to better meet the buyer's needs. Continuing with the planned presentation could come across as pushy or tone-deaf, which could cause the buyer to disengage further.

Question 7

Which space is normally used for sales presentations?
A) impersonal
B) intimate
C) social
D) personal
E) communal

Accepted Answer

The answer of Which space is normally used for sales...

Question 8

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.

Accepted Answer

The advice provided by the experts is to consider the industry in which you are working and ensure that your hair style is neat and non-distracting. Option A suggests wearing short hair to suggest a conservative, professional, and business-like approach, which may not be applicable to all industries. Option C suggests wearing long hair to show an optimistic outlook on life, which is irrelevant to the discussion. Option D suggests wearing medium length hair, which can still be perceived as distracting by some prospects. Option E is not a specific advice related to the appropriate hair style for Canadian salespeople.

Question 9

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

Accepted Answer

The answer of Which of the following reasons may cause...

Question 10

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

Accepted Answer

The salesperson is using probing questions to gather information about the prospect's experience and opinions related to paper, in order to better understand their needs and tailor the sales pitch accordingly.

Question 11

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

Accepted Answer

When a buyer's perceptions, attitudes, and beliefs are similar to those of the seller, there is a higher chance of a stronger communication between them. This can help in understanding the buyer's needs and preferences, and the seller can cater to them better. It also helps in building trust and rapport, which can improve the chances of closing the deal successfully. However, it does not decrease the need for an organized sales presentation or a demonstration, and there is still a need for listening on both sides. Therefore, options A, C, and D are not the best choices. Option B is also incorrect as more selling pressure may negatively impact the buyer's decision-making process.

Question 12

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

Accepted Answer

The buyer's crossed arms and neutral facial expression indicate caution, implying that they may be hesitant or skeptical of the sales presentation.

Question 13

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

Accepted Answer

The prospect's body language and negative comments suggest that she is disagreeing or perhaps even disinterested in the product being sold.

Question 14

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

Accepted Answer

Empathy refers to the ability to understand and share the feelings of another. In sales, this means being able to see things from the customer's perspective and understand their wants and needs. This allows the salesperson to tailor their approach to the specific customer and increase the likelihood of a successful sale.

Question 15

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

Accepted Answer

A buyer who displays eye contact, has a relaxed overall body demeanor, and exhibits positive facial expressions is often indicating their acceptance of the salesperson and their product.

Question 16

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.

Accepted Answer

The authors do not provide advice on who should pay for the lunch or how much the tip should be.

Question 17

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.

Accepted Answer

The answer of Which of the following statements is recommended...

Question 18

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

Accepted Answer

The buyer's behavior of leaning away and being distracted by the photograph indicates caution. She may not be fully engaged in the conversation or may have concerns about the new vaccination.

Question 19

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.

Accepted Answer

Caution signals are indications from the prospect that they have concerns or objections. If the salesperson does not properly address these signals, they may escalate into disagreement signals which can harm the sales process. Therefore, it is important for the salesperson to handle caution signals carefully and address the prospect's concerns in a professional manner.

Question 20

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

Accepted Answer

The answer of Which of the following terms may indicate...

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

Which of the following statements about feedback is true?

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

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

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?

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?

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?

Which space is normally used for sales presentations?

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?

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

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?

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

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?

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?

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

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?

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?

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

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

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