Question 1

Which of the following can improve sensing skills in listeners?

Accepted Answer

A)  Avoiding eye contact 
B)  Taking notes 
C)  Interrupting the speaker for clarification 
D)  Evaluating a message prior to its completion 
E)  Reacting to emotional words 
A)  Avoiding eye contact 
B)  Taking notes 
C)  Interrupting the speaker for clarification 
D)  Evaluating a message prior to its completion 
E)  Reacting to emotional words

Question 2

Trust-based sales communication is a one-way communication in which a salesperson's focus is on convincing a prospective buyer to make a purchase.

Accepted Answer

A) True 
 B)False

Question 3

The critical capabilities for effective selling include nonverbal communication but exclude written communication skills.

Accepted Answer

A) True 
 B)False

Question 4

During the annual investors meeting at his company, Chris constantly drums his fingers on the table. In the context of nonverbal communication, this action of Chris is most likely indicative of:

Accepted Answer

A)  his increased levels of evaluation. 
B)  his anger. 
C)  his defensiveness. 
D)  his growing impatience. 
E)  his nervousness and apprehension. 
A)  his increased levels of evaluation. 
B)  his anger. 
C)  his defensiveness. 
D)  his growing impatience. 
E)  his nervousness and apprehension.

Question 5

Which of the following is true of implication questions?

Accepted Answer

A)  They are used to divert a buyer's attention from a problem. 
B)  They refocus a buyer's attention to solutions rather than problems. 
C)  Their purpose is to propose a solution and develop commitment from a buyer. 
D)  Their purpose is to assist a buyer in thinking about the potential consequences of a problem. 
E)  They focus on educating a buyer about the need to ignore minor problems for major gains. 
A)  They are used to divert a buyer's attention from a problem. 
B)  They refocus a buyer's attention to solutions rather than problems. 
C)  Their purpose is to propose a solution and develop commitment from a buyer. 
D)  Their purpose is to assist a buyer in thinking about the potential consequences of a problem. 
E)  They focus on educating a buyer about the need to ignore minor problems for major gains.

Question 6

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

Accepted Answer

A)  Incentive-based sales communication 
B)  Trust-based sales communication 
C)  Aggressive sales communication 
D)  Traditional sales communication 
E)  Transaction-based sales communication 
A)  Incentive-based sales communication 
B)  Trust-based sales communication 
C)  Aggressive sales communication 
D)  Traditional sales communication 
E)  Transaction-based sales communication

Question 7

Which of the following is true of transition questions?

Accepted Answer

A)  They are designed to show the positive impact of solving an existing problem. 
B)  They emphasize the identification of the problems of a buyer. 
C)  They are typically closed-end and evaluative in format. 
D)  They include broad and generalized inquiries to assess a buyer's situation. 
E)  They focus at a micro level and follow up on the details gained from assessment questions. 
A)  They are designed to show the positive impact of solving an existing problem. 
B)  They emphasize the identification of the problems of a buyer. 
C)  They are typically closed-end and evaluative in format. 
D)  They include broad and generalized inquiries to assess a buyer's situation. 
E)  They focus at a micro level and follow up on the details gained from assessment questions.

Question 8

Claire, a sales manager at ProGuide, is conducting an interview for the position of a sales trainee. During the interview, Claire leans back in her chair and places both hands behind her head. In the context of nonverbal communication, Claire's posture most likely signifies:

Accepted Answer

A)  a positive disposition. 
B)  increasing interest. 
C)  a perceived sense of smugness. 
D)  inflexibility. 
E)  defensiveness. 
A)  a positive disposition. 
B)  increasing interest. 
C)  a perceived sense of smugness. 
D)  inflexibility. 
E)  defensiveness.

Question 9

Which of the following is true of social listening?

Accepted Answer

A)  It requires high levels of concentration to ensure that messages are received. 
B)  It is often referred to as active listening. 
C)  It is typically used in listening to music, a concert, or a television program. 
D)  It is associated with events that require a high degree of thinking to sort through, interpret, and understand. 
E)  It is characterized by high levels of cognitive activity. 
A)  It requires high levels of concentration to ensure that messages are received. 
B)  It is often referred to as active listening. 
C)  It is typically used in listening to music, a concert, or a television program. 
D)  It is associated with events that require a high degree of thinking to sort through, interpret, and understand. 
E)  It is characterized by high levels of cognitive activity.

Question 10

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

Accepted Answer

A)  trust-based sales communication 
B)  mass marketing 
C)  incentive-based sales communication 
D)  traditional selling 
E)  transaction-based sales communication 
A)  trust-based sales communication 
B)  mass marketing 
C)  incentive-based sales communication 
D)  traditional selling 
E)  transaction-based sales communication

Question 11

In the context of the SPIN questioning system, _____ follow and relate to the information flowing from problem questions.

Accepted Answer

A)  need-payoff questions 
B)  implication questions 
C)  assessment questions 
D)  situation questions 
E)  integrity questions 
A)  need-payoff questions 
B)  implication questions 
C)  assessment questions 
D)  situation questions 
E)  integrity questions

Question 12

In the context of the SPIN questioning system, _____ follow the more general situation questions to further probe for specific difficulties, developing problems, and areas of dissatisfaction that might be positively addressed by a salesperson's proposed sales offering.

Accepted Answer

A)  need-payoff questions 
B)  implication questions 
C)  projection questions 
D)  problem questions 
E)  activation questions 
A)  need-payoff questions 
B)  implication questions 
C)  projection questions 
D)  problem questions 
E)  activation questions

Question 13

In the context of the SIER model of active listening, which of the following is a component of active listening that requires noting the verbal and nonverbal cues in a message along with possible consistencies and inconsistencies between them?

Accepted Answer

A)  Sensing 
B)  Receiving 
C)  Hearing 
D)  Interpreting 
E)  Responding 
A)  Sensing 
B)  Receiving 
C)  Hearing 
D)  Interpreting 
E)  Responding

Question 14

_____ is characterized by low levels of cognitive activity and concentration and is typically used in conversation with a friend.

Accepted Answer

A)  Serious listening 
B)  Social listening 
C)  Total listening 
D)  Critical listening 
E)  Active listening 
A)  Serious listening 
B)  Social listening 
C)  Total listening 
D)  Critical listening 
E)  Active listening

Question 15

The meaning and credibility of a message are significantly downgraded:

Accepted Answer

A)  in the absence of pictures and videos. 
B)  in the absence of continuous eye contact. 
C)  if the sender uncrosses his arms and legs while communicating. 
D)  if the sender uses varying speech rates while communicating. 
E)  in the absence of proper grammar. 
A)  in the absence of pictures and videos. 
B)  in the absence of continuous eye contact. 
C)  if the sender uncrosses his arms and legs while communicating. 
D)  if the sender uses varying speech rates while communicating. 
E)  in the absence of proper grammar.

Question 16

A sales discussion or presentation that is not sequenced in a logical order runs the risk of being inefficient and ineffective.

Accepted Answer

A) True 
 B)False

Question 17

Maintaining good eye contact with a buyer during a sales presentation most likely:

Accepted Answer

A)  shows skepticism and doubt. 
B)  indicates inference of power. 
C)  displays openness and sincerity. 
D)  signals dishonesty, disinterest, and boredom. 
E)  signifies that the presentation is about to end. 
A)  shows skepticism and doubt. 
B)  indicates inference of power. 
C)  displays openness and sincerity. 
D)  signals dishonesty, disinterest, and boredom. 
E)  signifies that the presentation is about to end.

Question 18

_____ are defined as groups of related nonverbal expressions, gestures, and movements that can be interpreted to better understand the true message being communicated.

Accepted Answer

A)  Nonverbal cues 
B)  Nonverbal learnings 
C)  Nonverbal clusters 
D)  Nonverbal channels 
E)  Nonverbal social experiences 
A)  Nonverbal cues 
B)  Nonverbal learnings 
C)  Nonverbal clusters 
D)  Nonverbal channels 
E)  Nonverbal social experiences

Question 19

The SPIN questioning system uses a logical sequencing that begins with broad-based, nonthreatening, general questions.

Accepted Answer

A) True 
 B)False

Question 20

The main purpose of sales communication is to seek an agreement among participants.

Accepted Answer

A) True 
 B)False

Which of the following can improve sensing skills in listeners?

Trust-based sales communication is a one-way communication in which a salesperson's focus is on convincing a prospective buyer to make a purchase.

The critical capabilities for effective selling include nonverbal communication but exclude written communication skills.

During the annual investors meeting at his company, Chris constantly drums his fingers on the table. In the context of nonverbal communication, this action of Chris is most likely indicative of:

Which of the following is true of implication questions?

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

Which of the following is true of transition questions?

Claire, a sales manager at ProGuide, is conducting an interview for the position of a sales trainee. During the interview, Claire leans back in her chair and places both hands behind her head. In the context of nonverbal communication, Claire's posture most likely signifies:

Which of the following is true of social listening?

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

In the context of the SPIN questioning system, _____ follow and relate to the information flowing from problem questions.

In the context of the SPIN questioning system, _____ follow the more general situation questions to further probe for specific difficulties, developing problems, and areas of dissatisfaction that might be positively addressed by a salesperson's proposed sales offering.

In the context of the SIER model of active listening, which of the following is a component of active listening that requires noting the verbal and nonverbal cues in a message along with possible consistencies and inconsistencies between them?

_____ is characterized by low levels of cognitive activity and concentration and is typically used in conversation with a friend.

The meaning and credibility of a message are significantly downgraded:

A sales discussion or presentation that is not sequenced in a logical order runs the risk of being inefficient and ineffective.

Maintaining good eye contact with a buyer during a sales presentation most likely:

_____ are defined as groups of related nonverbal expressions, gestures, and movements that can be interpreted to better understand the true message being communicated.

The SPIN questioning system uses a logical sequencing that begins with broad-based, nonthreatening, general questions.

The main purpose of sales communication is to seek an agreement among participants.

Overview of Personal Selling

Building the Trust and Sales Ethics

Understanding Buyers

Strategic Prospecting and Preparing for Sales Dialog

Planning Sales Dialog and Presentations

Sales Dialog: Creating and Communicating Value

Addressing Concerns and Earning Commitment

Expanding Customer Relationships

Adding Value: Self-Leadership and Teamwork

Filters

Exam 4: Communication Skills

Which of the following can improve sensing skills in listeners?

Trust-based sales communication is a one-way communication in which a salesperson's focus is on convincing a prospective buyer to make a purchase.

The critical capabilities for effective selling include nonverbal communication but exclude written communication skills.

During the annual investors meeting at his company, Chris constantly drums his fingers on the table. In the context of nonverbal communication, this action of Chris is most likely indicative of:

Which of the following is true of implication questions?

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

Which of the following is true of transition questions?

Claire, a sales manager at ProGuide, is conducting an interview for the position of a sales trainee. During the interview, Claire leans back in her chair and places both hands behind her head. In the context of nonverbal communication, Claire's posture most likely signifies:

Which of the following is true of social listening?

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

In the context of the SPIN questioning system, _____ follow and relate to the information flowing from problem questions.

In the context of the SPIN questioning system, _____ follow the more general situation questions to further probe for specific difficulties, developing problems, and areas of dissatisfaction that might be positively addressed by a salesperson's proposed sales offering.

In the context of the SIER model of active listening, which of the following is a component of active listening that requires noting the verbal and nonverbal cues in a message along with possible consistencies and inconsistencies between them?

_____ is characterized by low levels of cognitive activity and concentration and is typically used in conversation with a friend.

The meaning and credibility of a message are significantly downgraded:

A sales discussion or presentation that is not sequenced in a logical order runs the risk of being inefficient and ineffective.

Maintaining good eye contact with a buyer during a sales presentation most likely:

_____ are defined as groups of related nonverbal expressions, gestures, and movements that can be interpreted to better understand the true message being communicated.

The SPIN questioning system uses a logical sequencing that begins with broad-based, nonthreatening, general questions.

The main purpose of sales communication is to seek an agreement among participants.

Overview of Personal Selling

Building the Trust and Sales Ethics

Understanding Buyers

Strategic Prospecting and Preparing for Sales Dialog

Planning Sales Dialog and Presentations

Sales Dialog: Creating and Communicating Value

Addressing Concerns and Earning Commitment

Expanding Customer Relationships

Adding Value: Self-Leadership and Teamwork

Filters