Question 1

One of the problems many people have with listening is that they make assumptions about what the other person is saying before that person is finished communicating.

Accepted Answer

A) True 
 B)False

Question 2

The collection of related expressions, gestures, and movements that combine to form nonverbal messages are called nonverbal clusters.

Accepted Answer

A) True 
 B)False

Question 3

Need-payoff questions in the SPIN model serve essentially the same function as projection questions in the ADAPT model.

Accepted Answer

A) True 
 B)False

Question 4

In North America, avoiding eye contact results in negative messages and is often associated with deceit and dishonesty.

Accepted Answer

A) True 
 B)False

Question 5

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 is discussion and interpretation, which type of questions will be used?

Accepted Answer

A)  open-end questions designed to be probing in nature 
B)  interpretive questions designed to be evaluative in nature 
C)  dichotomous or multiple-choice questions designed to be tactical in nature 
D)  closed-end questions designed to be reactive in nature 
A)  open-end questions designed to be probing in nature 
B)  interpretive questions designed to be evaluative in nature 
C)  dichotomous or multiple-choice questions designed to be tactical in nature 
D)  closed-end questions designed to be reactive in nature

Question 6

Pictures are an important part of effective communication because they are usually easier to recall than words alone.

Accepted Answer

A) True 
 B)False

Question 7

What does the acronym SPIN stand for?

Accepted Answer

A)  situation questions, problem questions, implication questions, and need-payoff questions 
B)  situation questions, personal questions, indication questions, and need-payoff questions 
C)  similar questions, personal questions, impersonal questions, and new questions 
D)  speak to the decision maker, probe for needs, identify problem, and never take no for an answer 
A)  situation questions, problem questions, implication questions, and need-payoff questions 
B)  situation questions, personal questions, indication questions, and need-payoff questions 
C)  similar questions, personal questions, impersonal questions, and new questions 
D)  speak to the decision maker, probe for needs, identify problem, and never take no for an answer

Question 8

What is the term for the cognitive process of "actively sensing, interpreting, evaluating, and responding to the verbal and nonverbal messages of present or potential customers"?

Accepted Answer

A)  social listening 
B)  serious listening 
C)  active listening 
D)  SIER 
A)  social listening 
B)  serious listening 
C)  active listening 
D)  SIER

One of the problems many people have with listening is that they make assumptions about what the other person is saying before that person is finished communicating.

The collection of related expressions, gestures, and movements that combine to form nonverbal messages are called nonverbal clusters.

Need-payoff questions in the SPIN model serve essentially the same function as projection questions in the ADAPT model.

In North America, avoiding eye contact results in negative messages and is often associated with deceit and dishonesty.

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 is discussion and interpretation, which type of questions will be used?

Pictures are an important part of effective communication because they are usually easier to recall than words alone.

What does the acronym SPIN stand for?

What is the term for the cognitive process of "actively sensing, interpreting, evaluating, and responding to the verbal and nonverbal messages of present or potential customers"?

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

Addressing Concerns and Earning Commitment

Expanding Customer Relationships

Adding Value

Sales Management and Sales 2.0

Filters

Exam 4: Communication Skills

One of the problems many people have with listening is that they make assumptions about what the other person is saying before that person is finished communicating.

The collection of related expressions, gestures, and movements that combine to form nonverbal messages are called nonverbal clusters.

Need-payoff questions in the SPIN model serve essentially the same function as projection questions in the ADAPT model.

In North America, avoiding eye contact results in negative messages and is often associated with deceit and dishonesty.

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 is discussion and interpretation, which type of questions will be used?

Pictures are an important part of effective communication because they are usually easier to recall than words alone.

What does the acronym SPIN stand for?

What is the term for the cognitive process of "actively sensing, interpreting, evaluating, and responding to the verbal and nonverbal messages of present or potential customers"?

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

Addressing Concerns and Earning Commitment

Expanding Customer Relationships

Adding Value

Sales Management and Sales 2.0

Filters