Question 1

During sales presentations,Tyrone,a computer salesperson,asks prospects various questions about previous experiences with other computers and their opinions about the quality and price of the computers he sells.Tyrone uses _____,a good tool of the successful salesperson.
A)targeting
B)empathy
C)selective questioning
D)probing
E)problem solving

Accepted Answer

Tyrone uses probing to gather information from his prospects about their previous experiences and opinions. Probing is an important tool for successful salespeople as it helps them understand the needs and preferences of each prospect, which in turn allows them to tailor their sales pitch accordingly.

Question 2

Persuasion is defined as:
A)a means of creating immediate erosion of territorial space.
B)a coercive motivational tool.
C)the ability to change a person's belief,position,or course of action.
D)an unethical tool for handling legitimate objections.
E)the ability to create supply and demand.

Accepted Answer

Persuasion involves changing someone's beliefs, position, or course of action, often through the use of communication or argumentation. It is not necessarily coercive or unethical, and does not necessarily involve creating supply and demand or eroding territorial space.

Question 3

The appliance salesperson asked the prospect,"What do you like best about the competitor's washing machines?" "Do you think you have ever paid too much for a new washer?" "Are you happy with how well your current washer cleans your clothes?" The salesperson,in this case,has used:
A)probing.
B)channel narrowing.
C)objection refutation.
D)discriminators.
E)encoding questions.

Accepted Answer

The salesperson used probing questions to gather more information and understand the prospect's needs and preferences.

Question 4

Imagine you sell radio advertising and you have just made a sales call at Leon Travel Agency.You notice that Mr.Leon's desk is messy and that his tie is loose.Mr.Leon seems energetic,assertive,and impatient,so you conclude that he is the _____ personality type.
A)senser
B)instigator
C)intuitor
D)feeler
E)thinker

Accepted Answer

A senser personality tends to decisive, energetic, and impatient as well as unkempt. A feeler personality style is people oriented, spontaneous, and loyal. The thinker style of person places high value on logic, ideas, and systematic inquiry. An intuitor places high value on ideas, innovation, concepts, theory, and long-range thinking.

Question 5

Harry enjoys spending time with customers,often makes spontaneous sales calls,and has a tendency to postpone writing reports.His desk is full of pictures of his many children and grandchildren.What personality type is Harry?
A)Senser
B)Engineer
C)Intuitor
D)Feeler
E)Thinker

Accepted Answer

Harry's enjoyment of spending time with customers and making spontaneous calls suggests that he places a strong emphasis on building relationships and connecting with others, which are traits commonly associated with the Feeling personality type. Additionally, the fact that he has many pictures of his children and grandchildren on his desk may indicate that he values family and personal relationships, further supporting the idea that he is a Feeler.

Question 6

Which of the following statements about feedback is INCORRECT?
A)It may be appropriate to use questions that obtain negative feedback.
B)If a salesperson fails to notice the feedback signals being sent by a prospect,no feedback occurred.
C)In planning a presentation,it is impossible to predetermine when and what feedback-producing questions to ask
D)It may be appropriate to use questions that obtain positive feedback.
E)Feedback can be verbal or nonverbal.

Accepted Answer

Feedback-producing questions can be planned in advance as part of a presentation strategy to gauge the audience's reaction or understanding at specific points. This allows for adjustments based on the feedback received.

Question 7

The salesperson was using _____ in her sales presentation when she asked,"I was so sorry to hear about the break-in at your warehouse.Is there any way that I can help you deal with this problem?"
A)persuasion
B)communication control
C)a trial close
D)acceptance signals
E)empathy

Accepted Answer

The salesperson is using empathy by expressing concern and offering help to the customer regarding the break-in at their warehouse. This can help build rapport and trust with the customer.

Question 8

All of the following are techniques for handling disagreement signals EXCEPT:
A)stop your planned presentation.
B)temporarily eliminate any pressure on the person to participate in the conversation.
C)use indirect questions to determine a buyer's attitudes and beliefs.
D)project acceptance signals.
E)let your buyer know you are aware that something upsetting has occurred.

Accepted Answer

Option C is the technique that is not helpful in handling disagreement signals. Using indirect questions to determine a buyer's attitudes and beliefs may not necessarily address or manage the disagreement at hand. The other options (A, B, D, and E) are effective techniques for managing disagreement signals.

Question 9

The two skills to being a good sales communicator are effectively being able to:
A)request and receive persuasive signals.
B)ask and answer open-ended questions.
C)organize and summarize statistics.
D)prepare and present information.
E)encode and decode messages.

Accepted Answer

The answer of The two skills to being a good...

Question 10

In terms of the communication process,probing serves to stimulate which of the following?
A)Sending
B)Decoding
C)Receiving
D)Feedback
E)Channeling

Accepted Answer

Probing is a technique used in communication to elicit more information or clarify understanding, which directly relates to feedback. It helps the sender understand the receiver's perspective or response to the message, facilitating effective communication.

Question 11

Which of the following would be best when giving a sales presentation to a prospect with a feeler personality?
A)Emphasize time limitations
B)Maintain a personal note
C)Provide ample facts and data
D)Use a formal outline
E)Be brief and to the point

Accepted Answer

When giving a sales presentation to a feeler personality, it is important to establish a personal connection with them. This involves showing interest in their needs and concerns, and being empathetic to their emotions. Therefore, maintaining a personal note during the presentation is the best option.

Question 12

Empathy is defined as the:
A)ability to ignore conflicting communication signals.
B)method used to respond to buyer feedback.
C)ability to identify and understand the other person's feelings,ideas,and situation.
D)ability to change a person's belief,position,or course of action.
E)gathering of information and uncovering customer needs by using one or more questions.

Accepted Answer

Empathy refers to the ability to understand and identify with the feelings, ideas, and situation of another person. It involves showing concern for their needs and demonstrating that you understand where they are coming from. It is an important skill in building strong relationships with customers and colleagues.

Question 13

According to the text,why do MCI salespeople plan questions to ask during sales presentations?
A)Determine how a prospect feels about an MCI competitor
B)Request additional information about MCI products
C)Gather statistical information for MCI management
D)Provide positive feedback about MCI to buyers
E)Assess verbal and nonverbal feedback about MCI

Accepted Answer

The text states that MCI salespeople plan questions to ask during sales presentations to "determine how a prospect feels about MCI's competitors."

Question 14

A hospital administrator expected the salesperson to use precise wording and concise phraseology in a well-organized presentation that appealed to her need for logic.What personality type is the hospital administrator?
A)Senser
B)Achiever
C)Intuitor
D)Feeler
E)Thinker

Accepted Answer

The hospital administrator's emphasis on precise wording and logical appeal suggests a preference for Thinking over Feeling, and the focus on organization and concise language indicates a preference for Judging over Perceiving. Therefore, the hospital administrator is likely a Thinker, specifically an analytical and organized personality type who values objective analysis and clear communication.

Question 15

Mildred sells industrial-sized refrigeration units.Her prospective buyer's face looks tense,and his forehead is wrinkled.The buyer is avoiding looking at Mildred's eyes and he has his arms crossed over his chest.Mildred should:
A)ask closed-ended questions.
B)apologize for her intrusion and leave.
C)let the buyer know that she is aware that something is bothering him.
D)assume the buyer has reached the interest stage.
E)continue her presentation with added pressure.

Accepted Answer

Mildred should acknowledge the buyer's body language and address the issue directly. This will build trust and rapport with the buyer and create an opportunity to resolve any concerns they may have. Asking closed-ended questions or continuing the presentation with added pressure may make the buyer feel cornered and less likely to make a purchase. Apologizing for the intrusion and leaving is also not productive as it does not address the issue at hand. Assuming the buyer has reached the interest stage without addressing their concerns may result in lost sales opportunities.

Question 16

The purchasing agent the salesperson is calling on seems to be a very knowledgeable,future-oriented person who is a poor listener and who at times seems completely out of touch with the sales presentation being given.The salesperson concludes that the prospect is the _____ personality type.
A)senser
B)accommodator
C)intuitor
D)feeler
E)thinker

Accepted Answer

The fact that the prospect is future-oriented suggests they may be an intuitor, who tends to focus on abstract future possibilities rather than the present. Additionally, the poor listening skills and being out of touch with the sales presentation may indicate a lack of attention to detail, which is consistent with the intuitor personality type.

Question 17

Which of the following statements about determining personality style is true?
A)Do not rely on environmental signals
B)Everyone has a primary personality style
C)People cannot have all four styles at once
D)It is easiest to deal with people who exhibit all four personality styles
E)A person's primary style often remains the same in normal and stress situations

Accepted Answer

The answer of Which of the following statements about determining...

Question 18

_____ refers to the gathering information and uncovering customer needs by using one or more questions.
A)Probing
B)Communication narrowing
C)Objection refutation
D)Question empathizing
E)Interrogative encoding

Accepted Answer

Probing is a technique used in marketing and sales to gather more information from customers and uncover their needs by using open-ended questions. It helps salespeople to understand their customers and their requirements.

Question 19

All of the following are true of feedback during a sales presentation EXCEPT that it:
A)can be obtained by asking probing questions.
B)requires the salesperson to receive and decode it.
C)must often be sought during a presentation.
D)refers to a recognizable response from the buyer.
E)requires a verbal response for clarification.

Accepted Answer

Feedback can be obtained through nonverbal cues as well, such as body language and facial expressions, so it does not always require a verbal response for clarification.

Question 20

The equestrian supplies salesperson received disagreement signals from the stable owner to whom she is trying to sell a new ointment for treating localized infections.She should:
A)aggressively continue the planned presentation.
B)ask a series of "yes" or "no" questions to increase the stable owner's involvement.
C)temporarily reduce pressure on the stable owner to buy.
D)give up and look for another buyer.
E)maintain the sales pressure knowing that the stable owner will buy the product.

Accepted Answer

When receiving disagreement signals from a potential buyer, it is important to temporarily reduce pressure and give them space to voice their concerns. Aggressively continuing the planned presentation or maintaining sales pressure may come across as pushy and unprofessional, potentially harming the relationship with the stable owner. Asking a series of "yes" or "no" questions may be helpful in identifying the specific concerns of the stable owner, but only if done in a non-confrontational manner. Ultimately, it is important to listen to the feedback and concerns of the customer and provide solutions or compromises that address their needs.

Quiz 4: Communication for Relationship Building: Its Not All Talk

During sales presentations,Tyrone,a computer salesperson,asks prospects various questions about previous experiences with other computers and their opinions about the quality and price of the computers he sells.Tyrone uses _____,a good tool of the successful salesperson.

Persuasion is defined as:

The appliance salesperson asked the prospect,"What do you like best about the competitor's washing machines?" "Do you think you have ever paid too much for a new washer?" "Are you happy with how well your current washer cleans your clothes?" The salesperson,in this case,has used:

Imagine you sell radio advertising and you have just made a sales call at Leon Travel Agency.You notice that Mr.Leon's desk is messy and that his tie is loose.Mr.Leon seems energetic,assertive,and impatient,so you conclude that he is the _____ personality type.

Harry enjoys spending time with customers,often makes spontaneous sales calls,and has a tendency to postpone writing reports.His desk is full of pictures of his many children and grandchildren.What personality type is Harry?

Which of the following statements about feedback is INCORRECT?

The salesperson was using _____ in her sales presentation when she asked,"I was so sorry to hear about the break-in at your warehouse.Is there any way that I can help you deal with this problem?"

All of the following are techniques for handling disagreement signals EXCEPT:

The two skills to being a good sales communicator are effectively being able to:

In terms of the communication process,probing serves to stimulate which of the following?

Which of the following would be best when giving a sales presentation to a prospect with a feeler personality?

Empathy is defined as the:

According to the text,why do MCI salespeople plan questions to ask during sales presentations?

A hospital administrator expected the salesperson to use precise wording and concise phraseology in a well-organized presentation that appealed to her need for logic.What personality type is the hospital administrator?

Mildred sells industrial-sized refrigeration units.Her prospective buyer's face looks tense,and his forehead is wrinkled.The buyer is avoiding looking at Mildred's eyes and he has his arms crossed over his chest.Mildred should:

The purchasing agent the salesperson is calling on seems to be a very knowledgeable,future-oriented person who is a poor listener and who at times seems completely out of touch with the sales presentation being given.The salesperson concludes that the prospect is the _____ personality type.

Which of the following statements about determining personality style is true?

_____ refers to the gathering information and uncovering customer needs by using one or more questions.

All of the following are true of feedback during a sales presentation EXCEPT that it:

The equestrian supplies salesperson received disagreement signals from the stable owner to whom she is trying to sell a new ointment for treating localized infections.She should: