Exam 4: Communication Skills

Which component of active listening involves hearing, seeing, and paying attention to the verbal and nonverbal components of the message being sent?

In most face-to-face communication, what percentage of meaning is conveyed through nonverbal communication?

Which of these questions is dichotomous?

When combining the two categories of questions, if a salesperson's strategic objective is to change topics or redirect the buyer's attention, and the amount and specificity of information desired is discussion and interpretation, which type of questions will be used?

Dichotomous or multiple-choice questions designed to be tactical in nature are used primarily to explore and dig for details at the discussion and interpretation level of information.

With respect to common nonverbal clusters, which of the following meanings do patterns of rocking, fidgeting with objects, increasing leg and eye movements, and a forced smile 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 is confirmation and agreement, which type of questions will be used?

Open-end questions designed to be reactive in nature are used primarily to follow up previously elicited statements at the discussion and interpretation level of information.

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

If you find that people you speak with often misinterpret your verbal messages, what should you probably work on?

The pitch of a salesperson's voice often affects his or her credibility with buyers.

The importance of nonverbal communication is a relatively new discovery of the twentieth century.

The purpose of sales communication is to seek agreement from the prospective buyer.

In order to collect important information concerning the needs of the buyer, the salesperson should use probing questions.

What type of question is used to shift or redirect the topic of discussion when necessary or when a line of questioning proves to be of little interest or value?

Which of these questions is tactical?

In the SPIN questioning system, what is the purpose of asking implication questions?

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

What are questions designed to limit the customer's responses to one or two words called?

The SIER model depicts active listening as a hierarchical, four-step sequence of sensing, interpreting, evaluating, and responding.