Exam 4: Communication Skills

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

"Are you interested in making a purchase today?" is an example of a SPIN question.

Which type of ADAPT question is, "If component failures were minimized, what impact would the resulting improvements in customer satisfaction have on your financial performance?"

Reactive questions are always open-end.

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

Smiling during a sales call if often indicative of uncertainty and dishonesty.

Which statement best characterizes what a salesperson can learn from the SIER model?

From a salesperson's perspective, how can the true power of questioning systems such as SPIN and ADAPT be summarized?

There are only three facets to effective listening: paying attention, monitoring nonverbal communication, and not making assumptions.

What form of listening is associated with events or topics where it is important to sort through, interpret, understand, and respond to received messages?

What type of question uses the open-end and closed-end question formats to gain confirmation and to uncover the attitudes, opinions, and preferences of the prospect?

Which type of questions in the SPIN questioning system are most similar to activation questions in the ADAPT questioning system?

Which type of SPIN question is, "Who is involved in the purchasing decision?"

What type of question should a salesperson use when wishing to uncover a prospect's perceptions and feelings regarding a proposed solution?

What type of question is designed to penetrate below generalized or superficial information to elicit more articulate and precise details for use in needs discovery and solution identification?

When combining the two categories of questions, if a salesperson's strategic objective is to follow up previously elicited statements, and the amount and specificity of information desired is discussion and interpretation, which type of questions will be used?

Which type of SPIN question is, "Would more frequent deliveries allow you to increase productivity?"

From the salesperson's perspective, how is the primary difference between social listening and active listening characterized?

With respect to common nonverbal clusters, which of the following meanings do maintaining a rigid body, crossed arms and legs, minimal eye contact, and pursed lips suggest?

When combining the two categories of questions, if a salesperson's strategic objective is to follow up previously elicited statements, and the amount and specificity of information desired involves choosing from alternatives, which type of questions will be used?