Question 1

Talking with the customer rather than at the customer is the basis of _________.

Accepted Answer

trust-based sales communication

Question 2

_________ is a form of listening that is associated with events or topics in which it is important to sort through,interpret,understand,and respond to received messages.

Accepted Answer

Serious Listening

Question 3

_________ refers to the personal distance that individuals prefer to keep between themselves and other individuals and is an important element of nonverbal communication.

Accepted Answer

Proxemics

Question 4

_________ such as samples,brochures,and charts reinforce the verbal message and enhance the receiver's understanding and recall.

Accepted Answer

The answer of _________ such as samples,brochures,and charts reinforce the...

Question 5

The _________ depicts active listening as a hierarchical,four-step sequence of sensing,interpreting,evaluating,and responding.

Accepted Answer

The answer of The _________ depicts active listening as a...

Question 6

Sarah is sitting for an interview.She notices that her interviewer is nodding and smiling when she answers a question.In this scenario,Sarah's interviewer:​

Accepted Answer

A) ​is trying to assume what Sarah might be conveying. 
B) is understanding what Sarah is saying. 
C) ​is indicating that Sarah's message has not been received. 
D) ​is trying to elicit additional information from Sarah. 
E) ​is disinterested in what Sarah is saying. 
A) ​is trying to assume what Sarah might be conveying. 
B) is understanding what Sarah is saying. 
C) ​is indicating that Sarah's message has not been received. 
D) ​is trying to elicit additional information from Sarah. 
E) ​is disinterested in what Sarah is saying.

Question 7

Chris is drumming his fingers on the table during a company meeting.In this case,which of the following nonverbal messages is Chris communicating?​

Accepted Answer

A) ​Evaluation 
B) Anger 
C) ​Defensiveness 
D) ​Impatience 
E) ​Suspicion 
A) ​Evaluation 
B) Anger 
C) ​Defensiveness 
D) ​Impatience 
E) ​Suspicion

Question 8

Which of the following is true of pictures?​

Accepted Answer

A) ​They enhance understanding and are easy to recall. 
B) They convey concrete and detailed meaning. 
C) ​They enhance the meaning and credibility of a message. 
D) ​They are less memorable than their verbal counterparts. 
E) ​They cannot be used to reinforce verbal messages. 
A) ​They enhance understanding and are easy to recall. 
B) They convey concrete and detailed meaning. 
C) ​They enhance the meaning and credibility of a message. 
D) ​They are less memorable than their verbal counterparts. 
E) ​They cannot be used to reinforce verbal messages.

Question 9

According to the SPIN questioning system,"Do you use telemarketing or mobile marketing?" is an example of a(n)_____ question.​

Accepted Answer

A) ​activation 
B) problem 
C) ​implication 
D) ​situation 
E) ​indication 
A) ​activation 
B) problem 
C) ​implication 
D) ​situation 
E) ​indication

Question 10

Which of the following is a difference between a weak listener and a strong listener?​

Accepted Answer

A) ​A weak listener listens for facts, whereas a strong listener listens for central themes. 
B) A weak listener does not react to emotional words, whereas a strong listener does react to emotional words. 
C) ​A weak listener listens to dry subjects, whereas a strong listener tunes out dry subjects. 
D) ​A weak listener takes fewer notes, whereas a strong listener takes intensive notes. 
E) ​A weak listener skips over delivery errors, whereas a strong listener focuses on delivery errors. 
A) ​A weak listener listens for facts, whereas a strong listener listens for central themes. 
B) A weak listener does not react to emotional words, whereas a strong listener does react to emotional words. 
C) ​A weak listener listens to dry subjects, whereas a strong listener tunes out dry subjects. 
D) ​A weak listener takes fewer notes, whereas a strong listener takes intensive notes. 
E) ​A weak listener skips over delivery errors, whereas a strong listener focuses on delivery errors.

Question 11

Which of the following types of questions is used to uncover prospects' perceptions and feelings regarding existing and desired circumstances and potential solutions?​

Accepted Answer

A) ​Evaluative questions 
B) Reactive questions 
C) ​Probing questions 
D) ​Tactical questions 
E) ​Dichotomous questions 
A) ​Evaluative questions 
B) Reactive questions 
C) ​Probing questions 
D) ​Tactical questions 
E) ​Dichotomous questions

Question 12

A falling pitch during a message is associated with questions and can often be perceived as reflecting uncertainty.

Accepted Answer

A) True 
 B)False

Question 13

The rate at which a person speaks often has no effect on how others will perceive him or her.​

Accepted Answer

A) True 
 B)False

Question 14

The question,"Do you see the merits of the solution I'm proposing?" is an example of which of the following types of questions?​

Accepted Answer

A) ​Evaluative questions 
B) Multiple-choice questions 
C) ​Probing questions 
D) ​Tactical questions 
E) ​Reactive questions 
A) ​Evaluative questions 
B) Multiple-choice questions 
C) ​Probing questions 
D) ​Tactical questions 
E) ​Reactive questions

Question 15

Although obtaining information is important,some questions salespeople may ask are designed only to show interest.​

Accepted Answer

A) True 
 B)False

Question 16

Written communication skills is not one of the critical capabilities for effective selling.

Accepted Answer

A) True 
 B)False

Question 17

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

Accepted Answer

A) ​Dichotomous questions 
B) Evaluative questions 
C) ​Tactical questions 
D) ​Probing questions 
E) ​Reactive questions 
A) ​Dichotomous questions 
B) Evaluative questions 
C) ​Tactical questions 
D) ​Probing questions 
E) ​Reactive questions

Question 18

_____ are designed to penetrate below generalized or superficial information to elicit more articulate and precise details for use in needs discovery and solution identification.​

Accepted Answer

A) ​Evaluative questions 
B) Multiple-choice questions 
C) ​Probing questions 
D) ​Tactical questions 
E) ​Closed-end questions 
A) ​Evaluative questions 
B) Multiple-choice questions 
C) ​Probing questions 
D) ​Tactical questions 
E) ​Closed-end questions

Question 19

The question "That sounds like an important issue,could you give me an example of what you mean?" is an example of which of the following types of question?​

Accepted Answer

A) ​Evaluative questions 
B) Probing questions 
C) ​Reactive questions 
D) ​Tactical questions 
E) ​Dichotomous questions 
A) ​Evaluative questions 
B) Probing questions 
C) ​Reactive questions 
D) ​Tactical questions 
E) ​Dichotomous questions

Question 20

Which of the following components of active listening requires noting the verbal and nonverbal cues from the sender along with consistencies and inconsistencies between them?​

Accepted Answer

A) ​Seeing 
B) Listening 
C) ​Evaluating 
D) ​Interpreting 
E) ​Responding 
A) ​Seeing 
B) Listening 
C) ​Evaluating 
D) ​Interpreting 
E) ​Responding

Talking with the customer rather than at the customer is the basis of _________.

_________ is a form of listening that is associated with events or topics in which it is important to sort through,interpret,understand,and respond to received messages.

_________ refers to the personal distance that individuals prefer to keep between themselves and other individuals and is an important element of nonverbal communication.

_________ such as samples,brochures,and charts reinforce the verbal message and enhance the receiver's understanding and recall.

The _________ depicts active listening as a hierarchical,four-step sequence of sensing,interpreting,evaluating,and responding.

Sarah is sitting for an interview.She notices that her interviewer is nodding and smiling when she answers a question.In this scenario,Sarah's interviewer:

Chris is drumming his fingers on the table during a company meeting.In this case,which of the following nonverbal messages is Chris communicating?

Which of the following is true of pictures?

According to the SPIN questioning system,"Do you use telemarketing or mobile marketing?" is an example of a(n)_____ question.

Which of the following is a difference between a weak listener and a strong listener?

Which of the following types of questions is used to uncover prospects' perceptions and feelings regarding existing and desired circumstances and potential solutions?

A falling pitch during a message is associated with questions and can often be perceived as reflecting uncertainty.

The rate at which a person speaks often has no effect on how others will perceive him or her.

The question,"Do you see the merits of the solution I'm proposing?" is an example of which of the following types of questions?

Although obtaining information is important,some questions salespeople may ask are designed only to show interest.

Written communication skills is not one of the critical capabilities for effective selling.

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

_____ are designed to penetrate below generalized or superficial information to elicit more articulate and precise details for use in needs discovery and solution identification.

The question "That sounds like an important issue,could you give me an example of what you mean?" is an example of which of the following types of question?

Which of the following components of active listening requires noting the verbal and nonverbal cues from the sender along with consistencies and inconsistencies between them?

Overview of Personal Selling

Building Trust and Sales Ethics

Understanding Buyers

Strategic Prospecting and Preparing for Sales Dialogue

Planning Sales Dialogues and Presentations

Sales Dialogue: Creating and Communication Value

Addressing Concerns and Earning Commitment

Expanding Customer Relationships

Adding Value: Self-Leadership and Teamwork

Filters

Exam 4: Communication Skills

Talking with the customer rather than at the customer is the basis of _________.

_________ is a form of listening that is associated with events or topics in which it is important to sort through,interpret,understand,and respond to received messages.

_________ refers to the personal distance that individuals prefer to keep between themselves and other individuals and is an important element of nonverbal communication.

_________ such as samples,brochures,and charts reinforce the verbal message and enhance the receiver's understanding and recall.

The _________ depicts active listening as a hierarchical,four-step sequence of sensing,interpreting,evaluating,and responding.

Sarah is sitting for an interview.She notices that her interviewer is nodding and smiling when she answers a question.In this scenario,Sarah's interviewer:​

Chris is drumming his fingers on the table during a company meeting.In this case,which of the following nonverbal messages is Chris communicating?​

Which of the following is true of pictures?​

According to the SPIN questioning system,"Do you use telemarketing or mobile marketing?" is an example of a(n)_____ question.​

Which of the following is a difference between a weak listener and a strong listener?​

Which of the following types of questions is used to uncover prospects' perceptions and feelings regarding existing and desired circumstances and potential solutions?​

A falling pitch during a message is associated with questions and can often be perceived as reflecting uncertainty.

The rate at which a person speaks often has no effect on how others will perceive him or her.​

The question,"Do you see the merits of the solution I'm proposing?" is an example of which of the following types of questions?​

Although obtaining information is important,some questions salespeople may ask are designed only to show interest.​

Written communication skills is not one of the critical capabilities for effective selling.

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

_____ are designed to penetrate below generalized or superficial information to elicit more articulate and precise details for use in needs discovery and solution identification.​

The question "That sounds like an important issue,could you give me an example of what you mean?" is an example of which of the following types of question?​

Which of the following components of active listening requires noting the verbal and nonverbal cues from the sender along with consistencies and inconsistencies between them?​

Overview of Personal Selling

Building Trust and Sales Ethics

Understanding Buyers

Strategic Prospecting and Preparing for Sales Dialogue

Planning Sales Dialogues and Presentations

Sales Dialogue: Creating and Communication Value

Addressing Concerns and Earning Commitment

Expanding Customer Relationships

Adding Value: Self-Leadership and Teamwork

Filters

Sarah is sitting for an interview.She notices that her interviewer is nodding and smiling when she answers a question.In this scenario,Sarah's interviewer:

Chris is drumming his fingers on the table during a company meeting.In this case,which of the following nonverbal messages is Chris communicating?

Which of the following is true of pictures?

According to the SPIN questioning system,"Do you use telemarketing or mobile marketing?" is an example of a(n)_____ question.

Which of the following is a difference between a weak listener and a strong listener?

Which of the following types of questions is used to uncover prospects' perceptions and feelings regarding existing and desired circumstances and potential solutions?

The rate at which a person speaks often has no effect on how others will perceive him or her.

The question,"Do you see the merits of the solution I'm proposing?" is an example of which of the following types of questions?

Although obtaining information is important,some questions salespeople may ask are designed only to show interest.

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

_____ are designed to penetrate below generalized or superficial information to elicit more articulate and precise details for use in needs discovery and solution identification.

The question "That sounds like an important issue,could you give me an example of what you mean?" is an example of which of the following types of question?

Which of the following components of active listening requires noting the verbal and nonverbal cues from the sender along with consistencies and inconsistencies between them?