Exam 4: Communication Skills

Kim is a salesperson for ABC Advertising and is having trouble maintaining control of her sales calls. She finds that her customers often go off on tangents and will talk about relatively unimportant things until her time with those customers is up. Kim could probably benefit from ____.

In face-to-face communication, the verbal portion of the message accounts for about 90% of the meaning.

"How would a system that your operators found easier to use affect your business operations?" is an example which type of ADAPT question?

SIER stands for_______________, interpreting, evaluating and responding.

Once you get the hang of it, active listening is relatively easy and does not require much effort.

A salesperson will use Transition questions to move the sales call from the rapport building stage to the needs discovery stage.

The collection of related expressions, gestures, and movements combining to form nonverbal messaged are called nonverbal clusters.

Salespeople begin working with a prospect at the far end of the social zone and move closer as the relationship develops.

Trust-based sales communication is a form of communication that enables salespeople to convince buyers to buy just about anything provided the price is reasonable.

Which of the following is not a type of question found in the ADAPT questioning system?

Suppose you are a salesperson engaged in face-to-face communication with a perspective buyer. You notice that the buyer backs away from you each time you step within 4 feet of him/her to talk. Which of the following is most likely?

The acronym SIER stands for what?

Each individual type of nonverbal communication carries meaning. However, collectively the pieces of nonverbal communication being expressed at the same time combine to form unique meaning (that is, different from that of the individual pieces). This collection of nonverbal communication is referred to as _________.

Pictures are an important part of effective communication because they're usually easier to recall than words alone.

A salesperson asking a buyer "How is your productivity affected when your copier is not functioning properly?" is asking a ____ type of SPIN question.

The question "So, do you understand how this software will make your employees more productive?" is attempting to accomplish which of the following objectives?

How a person sits in a chair is a form of nonverbal communication.

The social zone ranges from ______ to _______feet.

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

____________questions are used to shift or redirect the topic of discussion when the discussion gets off course or when a line of questioning proves to be of little interest or value.