Exam 4: Communication Skills

According to the textbook, which of the following techniques is likely to be the most effective for a salesperson attempting to better control the selling conversation with a buyer?

With respect to common nonverbal clusters, which of the following meanings do sitting forward, hands on hips or legs uncrossed, and increased eye contact suggest?

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

In terms of strategic application of questioning, which of the following objectives would be achieved by asking, "I believe that our sales proposal addresses all of the buying criteria that we discussed in our last meeting; do you agree?"

When combining the two categories of questions, if a salesperson's strategic objective is to gain confirmation and discover attitudes/opinions, and the amount and specificity of information desired is discussion and interpretation, which type of questions will be used?

Closed-end questions encourage the customer to respond freely.

According to the textbook, for which of the following is the use of closed-end questions most recommended?

Why do salespeople need to possess effective communications skills?

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

When combining the two categories of questions, if a salesperson's strategic objective is to explore and dig for details, and the amount and specificity of information desired involves choosing from alternatives, which type of questions will be used?

In trust-based selling, it is important for the salesperson to talk with rather than at the buyer.

What does the acronym SIER stand for?

With respect to common nonverbal clusters, which of the following meanings do leaning forward, hand on cheek or stroking the chin, and a tilted head suggest?

According to the textbook, which of the following criteria should a salesperson use to categorize questions by when seeking to improve his or her questioning skills?

Salespeople exhibiting poor grammar will have a tough time earning credibility with the buyer.

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

Which type of ADAPT question is, "What are the growth objectives of the company?"

When combining the two categories of questions, if a salesperson's strategic objective is to gain confirmation and discover attitudes/opinions, and the amount and specificity of information desired is confirmation and agreement, which type of questions will be used?

Suppose you are a salesperson engaged in face-to-face communication with a prospective buyer. You notice that the buyer backs away from you each time you step closer. According to the textbook, what is most likely happening?

What kind of question is designed to let the customer respond freely and as a result disclose personal or business information?