Exam 4: Communication Skills

What type of directive form of questioning asks customers to choose from two main response options?

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 involves choosing from alternatives, which type of questions will be used?

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

In the ADAPT questioning system, what type of question is used to help the buyer to gain insight into the true ramifications of the problem and its consequences?

An important part of effective buyer-seller communication is the seller's ability to create mental images in the buyer's mind.

Which component of active listening involves drawing meaning from what the buyer is saying through both verbal and nonverbal communication?

Which type of SPIN question is, "How would improving your access to information with our new software make your job easier?"

Which of these questions is evaluative?

Which type of ADAPT question is, "How often does your current equipment fail?"

According to the textbook, which of the following conclusions have studies in cognitive psychology drawn regarding the use of pictures in communications?

Which of these questions is reactive?

Which type of ADAPT question is, "How will the supplier's inability to deliver on time affect your planned expansion?"

Active listening requires both cognition and concentration.

What does the term "collaborative, active listening" involve?

Salespeople use evaluative questions to uncover prospects' perceptions and feelings regarding existing and desired circumstances.

Eye contact is not an important fact regarding nonverbal communications

According to the textbook, which of the following has been found to be positively associated with a salesperson's effective use of good listening skills?

Kimlan 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. What could Kimlan probably benefit from?

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

The SIER model provides a useful framework for evaluating communication accuracy and pinpointing the sources of problems.