Question 1

Michele is a salesperson who finds it effective to try and ______________ what the buy is saying. This helps her to pay attention and understand what the buyer is saying.

Accepted Answer

A)  Visualize 
B)  Discredit 
C)  Make assumptions 
D)  Control 
E)  All the above are correct 
A)  Visualize 
B)  Discredit 
C)  Make assumptions 
D)  Control 
E)  All the above are correct

Question 2

Receiving both verbal and nonverbal communication is the objective of which active listening component?

Accepted Answer

A)  Seeing 
B)  Sensing 
C)  Evaluating 
D)  Earning 
E)  Responding 
A)  Seeing 
B)  Sensing 
C)  Evaluating 
D)  Earning 
E)  Responding

Question 3

__________________refers to the conscious and unconscious reactions, movements, and utterances that people use in addition to the words and symbols associated with language.

Accepted Answer

Non-Verbal

Question 4

Which of the following is not one of voice characteristics described in the text?

Accepted Answer

A)  Pitch 
B)  Frequency 
C)  Speaking Rate 
D)  Intensity 
E)  Quality 
A)  Pitch 
B)  Frequency 
C)  Speaking Rate 
D)  Intensity 
E)  Quality

Question 5

Closed-ended questions encourage the customer to respond freely.

Accepted Answer

A) True 
 B)False

Question 6

With respect to SIER, sensing refers to receiving the verbal and nonverbal components of a message.

Accepted Answer

A) True 
 B)False

Question 7

After sensing and interpreting a message, the salesperson should begin evaluating the message before responding to it.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following is usually not an objective of strategic questioning?

Accepted Answer

A)  Provoke thinking 
B)  Gather information 
C)  Generate buyer involvement 
D)  Gain confirmation 
E)  All of the above are objectives of strategy questioning 
A)  Provoke thinking 
B)  Gather information 
C)  Generate buyer involvement 
D)  Gain confirmation 
E)  All of the above are objectives of strategy questioning

Question 9

Talking with rather than at the customer is the basis of _______________sales communication.

Accepted Answer

The answer of Talking with rather than at the customer...

Question 10

"Have your employees ever had any trouble managing their time?" is an example of a problem question.

Accepted Answer

A) True 
 B)False

Question 11

The S in SPIN stands for situation questions, and they are designed to help the buyer understand the seller's situation.

Accepted Answer

A) True 
 B)False

Question 12

The rate at which a person speaks often affects how others will perceive him/her.

Accepted Answer

A) True 
 B)False

Question 13

____________ refer to groups of related nonverbal expressions, gestures, and movements that can be interpreted to better understand the true message being communicated.

Accepted Answer

The answer of ____________ refer to groups of related nonverbal...

Question 14

One of the objectives of strategic question is to _______________ the sale.

Accepted Answer

The answer of One of the objectives of strategic question...

Question 15

Active listening is efficient for salespeople because they can actively form responses while the buyer is talking.

Accepted Answer

A) True 
 B)False

Question 16

"Do you see the merits of the solution I'm proposing?" is an example of which type of question?

Accepted Answer

A)  Evaluative 
B)  Multiple-choice 
C)  Probing 
D)  Tactical 
E)  None of the above 
A)  Evaluative 
B)  Multiple-choice 
C)  Probing 
D)  Tactical 
E)  None of the above

Question 17

A salesperson wishing to uncover a prospect's perceptions and feelings regarding a proposed solution should use which of the following types of questions?

Accepted Answer

A)  Evaluative 
B)  Reactive 
C)  Probing 
D)  Tactical 
E)  None of the above 
A)  Evaluative 
B)  Reactive 
C)  Probing 
D)  Tactical 
E)  None of the above

Question 18

In trust-based sales communication, successful salespeople avoid any sort of strategic application of questioning because doing so is too restricting.

Accepted Answer

A) True 
 B)False

Question 19

According to the model of active listening described in the text, after sensing the buyer's message the salesperson is ready to respond.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following best describes the purpose of trust-based sales communication?

Accepted Answer

A)  To seek the buyer's agreement. 
B)  To seek the buyer's commitment. 
C)  To obtain an order from the buyer. 
D)  To seek common understanding between the buyer and seller. 
E)  To help the buyer understand the salesperson. 
A)  To seek the buyer's agreement. 
B)  To seek the buyer's commitment. 
C)  To obtain an order from the buyer. 
D)  To seek common understanding between the buyer and seller. 
E)  To help the buyer understand the salesperson.

Michele is a salesperson who finds it effective to try and ______________ what the buy is saying. This helps her to pay attention and understand what the buyer is saying.

Receiving both verbal and nonverbal communication is the objective of which active listening component?

__________________refers to the conscious and unconscious reactions, movements, and utterances that people use in addition to the words and symbols associated with language.

Which of the following is not one of voice characteristics described in the text?

Closed-ended questions encourage the customer to respond freely.

With respect to SIER, sensing refers to receiving the verbal and nonverbal components of a message.

After sensing and interpreting a message, the salesperson should begin evaluating the message before responding to it.

Which of the following is usually not an objective of strategic questioning?

Talking with rather than at the customer is the basis of _______________sales communication.

"Have your employees ever had any trouble managing their time?" is an example of a problem question.

The S in SPIN stands for situation questions, and they are designed to help the buyer understand the seller's situation.

The rate at which a person speaks often affects how others will perceive him/her.

____________ refer to groups of related nonverbal expressions, gestures, and movements that can be interpreted to better understand the true message being communicated.

One of the objectives of strategic question is to _______________ the sale.

Active listening is efficient for salespeople because they can actively form responses while the buyer is talking.

"Do you see the merits of the solution I'm proposing?" is an example of which type of question?

A salesperson wishing to uncover a prospect's perceptions and feelings regarding a proposed solution should use which of the following types of questions?

In trust-based sales communication, successful salespeople avoid any sort of strategic application of questioning because doing so is too restricting.

According to the model of active listening described in the text, after sensing the buyer's message the salesperson is ready to respond.

Which of the following best describes the purpose of trust-based sales communication?

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 Communicating Value

Addressing Concerns and Earning Commitment

Expanding Customer Relations

Adding Value: Self-Leadership and Teamwork

Sales Management and Sales

Filters

Exam 4: Communication Skills

Michele is a salesperson who finds it effective to try and ______________ what the buy is saying. This helps her to pay attention and understand what the buyer is saying.

Receiving both verbal and nonverbal communication is the objective of which active listening component?

__________________refers to the conscious and unconscious reactions, movements, and utterances that people use in addition to the words and symbols associated with language.

Which of the following is not one of voice characteristics described in the text?

Closed-ended questions encourage the customer to respond freely.

With respect to SIER, sensing refers to receiving the verbal and nonverbal components of a message.

After sensing and interpreting a message, the salesperson should begin evaluating the message before responding to it.

Which of the following is usually not an objective of strategic questioning?

Talking with rather than at the customer is the basis of _______________sales communication.

"Have your employees ever had any trouble managing their time?" is an example of a problem question.

The S in SPIN stands for situation questions, and they are designed to help the buyer understand the seller's situation.

The rate at which a person speaks often affects how others will perceive him/her.

____________ refer to groups of related nonverbal expressions, gestures, and movements that can be interpreted to better understand the true message being communicated.

One of the objectives of strategic question is to _______________ the sale.

Active listening is efficient for salespeople because they can actively form responses while the buyer is talking.

"Do you see the merits of the solution I'm proposing?" is an example of which type of question?

A salesperson wishing to uncover a prospect's perceptions and feelings regarding a proposed solution should use which of the following types of questions?

In trust-based sales communication, successful salespeople avoid any sort of strategic application of questioning because doing so is too restricting.

According to the model of active listening described in the text, after sensing the buyer's message the salesperson is ready to respond.

Which of the following best describes the purpose of trust-based sales communication?

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 Communicating Value

Addressing Concerns and Earning Commitment

Expanding Customer Relations

Adding Value: Self-Leadership and Teamwork

Sales Management and Sales

Filters