Question 1

A customer who is higher in dominance tends to do which of the following?

Accepted Answer

A) display an eagerness to agree quickly 
B) curb a desire to initiate demands 
C) cooperate excessively with others 
D) attempt to control situations 
E) wait for others to speak first 
A) display an eagerness to agree quickly 
B) curb a desire to initiate demands 
C) cooperate excessively with others 
D) attempt to control situations 
E) wait for others to speak first

Question 2

The quadrant model of communication styles assumes that most people:

Accepted Answer

A) understand the quadrant model well enough to choose their point on the quadrant 
B) fit into four discrete,unchanging categories and can be easily assessed in that category by others 
C) change from quadrant to quadrant somewhat regularly 
D) are aware of their communication style and can alter it depending on the situation 
E) have a relatively consistent point on both the dominance and sociability continuums 
A) understand the quadrant model well enough to choose their point on the quadrant 
B) fit into four discrete,unchanging categories and can be easily assessed in that category by others 
C) change from quadrant to quadrant somewhat regularly 
D) are aware of their communication style and can alter it depending on the situation 
E) have a relatively consistent point on both the dominance and sociability continuums

Question 3

The words "aloof" and "stuffy" describe which side of which of the following styles?

Accepted Answer

A) the immature side of the supportive style 
B) the mature side of the supportive style 
C) the immature side of the reflective style 
D) the mature side of the reflective style 
E) the mature side of the directive style 
A) the immature side of the supportive style 
B) the mature side of the supportive style 
C) the immature side of the reflective style 
D) the mature side of the reflective style 
E) the mature side of the directive style

Question 4

The zones in the communication-style model might be thought of as "intensity zones."

Accepted Answer

A) True 
 B)False

Question 5

Which style flexing technique is most appropriate for a salesperson to use in the presence of an emotive customer?

Accepted Answer

A) Cite research and statistics. 
B) Avoid an open display of enthusiasm. 
C) Avoid wasting time on rapport-building. 
D) Take a slow,business-like,and formal approach. 
E) Provide support for the customer's opinions and ideas. 
A) Cite research and statistics. 
B) Avoid an open display of enthusiasm. 
C) Avoid wasting time on rapport-building. 
D) Take a slow,business-like,and formal approach. 
E) Provide support for the customer's opinions and ideas.

Question 6

Which of the following is another benefit to a salesperson of learning to style flex,aside from putting the customer at ease?

Accepted Answer

A) Style flexing improves a salesperson's acting skills,which helps the salesperson to persuade reluctant buyers to place orders. 
B) Paying attention to the customer's communication style helps the salesperson better understand the customer's product or service needs. 
C) Additional time spent with a customer helps the salesperson to create a positive relationship that will likely result in closing the sale. 
D) Customers are more likely to purchase from salespeople who seem successful,so it is important for salespeople to make sure that their own personal styles are current. 
E) Style flexing allows a salesperson to divide customers into four groups,write one script for each,and standardize sales calls. 
A) Style flexing improves a salesperson's acting skills,which helps the salesperson to persuade reluctant buyers to place orders. 
B) Paying attention to the customer's communication style helps the salesperson better understand the customer's product or service needs. 
C) Additional time spent with a customer helps the salesperson to create a positive relationship that will likely result in closing the sale. 
D) Customers are more likely to purchase from salespeople who seem successful,so it is important for salespeople to make sure that their own personal styles are current. 
E) Style flexing allows a salesperson to divide customers into four groups,write one script for each,and standardize sales calls.

Question 7

When a reflective salesperson moves into the excess zone,he or she is apt to:

Accepted Answer

A) express highly emotional opinions 
B) become extremely competitive 
C) agree with everyone 
D) avoid making decisions 
E) make rash decisions 
A) express highly emotional opinions 
B) become extremely competitive 
C) agree with everyone 
D) avoid making decisions 
E) make rash decisions

Question 8

Eli's position at Global-Mach involves purchasing complex manufacturing components,making decisions based on technical data,and creating detailed,scientific reports.Although Eli is very effective at his job,he experiences significant difficulty when engaging in communication with the highly sociable salesperson who services the account.When the salesperson wants to discuss personal matters,Eli appears aloof,reserved,and preoccupied.Eli most likely has a(n)________ communication style.

Accepted Answer

A) emotive 
B) directive 
C) reflective 
D) passive 
E) supportive 
A) emotive 
B) directive 
C) reflective 
D) passive 
E) supportive

Question 9

Sociability reflects the amount of control we exert over our emotional expressiveness.

Accepted Answer

A) True 
 B)False

Question 10

Emotive customers are frank,demanding,serious,and opinionated.

Accepted Answer

A) True 
 B)False

Question 11

CRM software can most likely help a salesperson to do all of the following EXCEPT:

Accepted Answer

A) remember the names of the customer's family members 
B) develop a partnering relationship with the customer 
C) track which products a customer prefers to purchase 
D) shift the customer from a reflective to emotive style 
E) adapt to the customer's communication style 
A) remember the names of the customer's family members 
B) develop a partnering relationship with the customer 
C) track which products a customer prefers to purchase 
D) shift the customer from a reflective to emotive style 
E) adapt to the customer's communication style

Question 12

A customer who displays the reflective communication style can accurately be described as:

Accepted Answer

A) reserved 
B) sensitive 
C) frank 
D) sociable 
E) malleable 
A) reserved 
B) sensitive 
C) frank 
D) sociable 
E) malleable

Question 13

Which statement is most likely true about the communication-style model?

Accepted Answer

A) It is based on three important dimensions of human behavior. 
B) Emotion and dominance are the two primary dimensions. 
C) It is composed of four distinct quadrants. 
D) It is based on a highly accurate self-rating system. 
E) Successful salespeople tend to score high on dominance. 
A) It is based on three important dimensions of human behavior. 
B) Emotion and dominance are the two primary dimensions. 
C) It is composed of four distinct quadrants. 
D) It is based on a highly accurate self-rating system. 
E) Successful salespeople tend to score high on dominance.

Question 14

Changing sales behaviors in order to improve communication with the customer is known as ________.

Accepted Answer

The answer of Changing sales behaviors in order to improve...

Question 15

Communication-style bias can cause a feeling that we simply do not like another person,without knowing exactly why.

Accepted Answer

A) True 
 B)False

Question 16

Adapting to the customer's preferred communication style can enhance sales performance.

Accepted Answer

A) True 
 B)False

Question 17

"Behavior style" and "social style" are other ways of referring to:

Accepted Answer

A) communication style 
B) emotive style 
C) directive style 
D) higher dominance 
E) lower dominance 
A) communication style 
B) emotive style 
C) directive style 
D) higher dominance 
E) lower dominance

Question 18

A customer who takes the social initiative in most cases and expresses feelings openly is displaying characteristics of which of the following styles?

Accepted Answer

A) dominant 
B) reflective 
C) supportive 
D) directive 
E) emotive 
A) dominant 
B) reflective 
C) supportive 
D) directive 
E) emotive

Question 19

Which of the following is most likely true about our individual communication style?

Accepted Answer

A) It is formed in utero,before we are born. 
B) It is formed during the first year of our life. 
C) It is formed before we enter elementary school. 
D) It is constantly changing throughout life. 
E) It is based on environmental factors,not heredity. 
A) It is formed in utero,before we are born. 
B) It is formed during the first year of our life. 
C) It is formed before we enter elementary school. 
D) It is constantly changing throughout life. 
E) It is based on environmental factors,not heredity.

Question 20

Which combination of communication styles between salesperson and customer will likely result in a good relationship,but will LEAST likely lead to a firm sale?

Accepted Answer

A) directive salesperson with directive customer 
B) directive salesperson with supportive customer 
C) supportive salesperson with supportive customer 
D) supportive salesperson with reflective customer 
E) reflective salesperson with emotive customer 
A) directive salesperson with directive customer 
B) directive salesperson with supportive customer 
C) supportive salesperson with supportive customer 
D) supportive salesperson with reflective customer 
E) reflective salesperson with emotive customer

A customer who is higher in dominance tends to do which of the following?

The quadrant model of communication styles assumes that most people:

The words "aloof" and "stuffy" describe which side of which of the following styles?

The zones in the communication-style model might be thought of as "intensity zones."

Which style flexing technique is most appropriate for a salesperson to use in the presence of an emotive customer?

Which of the following is another benefit to a salesperson of learning to style flex,aside from putting the customer at ease?

When a reflective salesperson moves into the excess zone,he or she is apt to:

Sociability reflects the amount of control we exert over our emotional expressiveness.

Emotive customers are frank,demanding,serious,and opinionated.

CRM software can most likely help a salesperson to do all of the following EXCEPT:

A customer who displays the reflective communication style can accurately be described as:

Which statement is most likely true about the communication-style model?

Changing sales behaviors in order to improve communication with the customer is known as ________.

Communication-style bias can cause a feeling that we simply do not like another person,without knowing exactly why.

Adapting to the customer's preferred communication style can enhance sales performance.

"Behavior style" and "social style" are other ways of referring to:

A customer who takes the social initiative in most cases and expresses feelings openly is displaying characteristics of which of the following styles?

Which of the following is most likely true about our individual communication style?

Which combination of communication styles between salesperson and customer will likely result in a good relationship,but will LEAST likely lead to a firm sale?

Relationship Selling Opportunities in the Information Economy

Evolution of Selling Models That Compliment the Marketing Concept

Ethics: the Foundation for Partnering Relationships That Create Value

Creating Value With a Relationship Strategy

Creating Product Solutions

Product-Selling Strategies That Add Value

The Buying Process and Buyer Behavior

Developing and Qualifying Prospects and Accounts

Approaching the Customer With Adaptive Selling

Determining Customer Needs With a Consultative Questioning Strategy

Creating Value With the Consultative Presentation

Negotiating Buyer Concerns

Adapting the Close and Confirming the Partnership

Servicing the Sale and Building the Partnership

Opportunity Management: The Key to Greater Sales Productivity

Management of the Sales Force

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Exam 5: Communication Styles: A Key to Adaptive Selling Today

A customer who is higher in dominance tends to do which of the following?

The quadrant model of communication styles assumes that most people:

The words "aloof" and "stuffy" describe which side of which of the following styles?

The zones in the communication-style model might be thought of as "intensity zones."

Which style flexing technique is most appropriate for a salesperson to use in the presence of an emotive customer?

Which of the following is another benefit to a salesperson of learning to style flex,aside from putting the customer at ease?

When a reflective salesperson moves into the excess zone,he or she is apt to:

Sociability reflects the amount of control we exert over our emotional expressiveness.

Emotive customers are frank,demanding,serious,and opinionated.

CRM software can most likely help a salesperson to do all of the following EXCEPT:

A customer who displays the reflective communication style can accurately be described as:

Which statement is most likely true about the communication-style model?

Changing sales behaviors in order to improve communication with the customer is known as ________.

Communication-style bias can cause a feeling that we simply do not like another person,without knowing exactly why.

Adapting to the customer's preferred communication style can enhance sales performance.

"Behavior style" and "social style" are other ways of referring to:

A customer who takes the social initiative in most cases and expresses feelings openly is displaying characteristics of which of the following styles?

Which of the following is most likely true about our individual communication style?

Which combination of communication styles between salesperson and customer will likely result in a good relationship,but will LEAST likely lead to a firm sale?

Relationship Selling Opportunities in the Information Economy

Evolution of Selling Models That Compliment the Marketing Concept

Ethics: the Foundation for Partnering Relationships That Create Value

Creating Value With a Relationship Strategy

Creating Product Solutions

Product-Selling Strategies That Add Value

The Buying Process and Buyer Behavior

Developing and Qualifying Prospects and Accounts

Approaching the Customer With Adaptive Selling

Determining Customer Needs With a Consultative Questioning Strategy

Creating Value With the Consultative Presentation

Negotiating Buyer Concerns

Adapting the Close and Confirming the Partnership

Servicing the Sale and Building the Partnership

Opportunity Management: The Key to Greater Sales Productivity

Management of the Sales Force

Filters