Question 1

According to the ADAPT system of questioning, _____ should drill down and probe for further details needed to fully develop, clarify, and understand the nature of a buyer's problems.

Accepted Answer

A)  activation questions 
B)  divergent questions 
C)  projection questions 
D)  discovery questions 
E)  transition questions

Question 2

In the context of nonverbal communication, a common nonverbal element of messages that conveys uncertainty, disagreement, and even outright skepticism is _____.

Accepted Answer

A)  pursed lips 
B)  tightness along the jaw line 
C)  a loud voice 
D)  raised eye brows 
E)  a falling pitch

Question 3

Which of the following is true of a strong listener?

Accepted Answer

A)  They listen for facts. 
B)  They resist difficult expository materials in favor of light recreational materials. 
C)  They evaluate and enter into arguments prior to the completion of a message. 
D)  They resist distractions and know how to concentrate. 
E)  They take intensive and detailed notes.

Question 4

According to the SPIN questioning system, _____ are used early in a sales call and provide salespeople with leads to develop a buyer's needs and expectations fully.

Accepted Answer

A)  need-payoff questions 
B)  transition questions 
C)  projection questions 
D)  situation questions 
E)  implication questions

Question 5

Salespeople combine different types of questions to accomplish multiple and closely related sales objectives.

Accepted Answer

A) True 
 B)False

Question 6

In the context of sales communication, effective communication skills are needed:

Accepted Answer

A)  to enable buyers and salespeople to reach an agreement immediately. 
B)  to identify buying needs and to demonstrate to buyers how a salesperson's proposed solution can satisfy those needs better than competitors. 
C)  to allow salespeople to isolate themselves from the decision-making process of buyers. 
D)  to enable salespeople to maximize profits in the short run and to develop agreement among participants. 
E)  to determine the mental state of buyers and manipulate them into believing that a product has high attributes.

Question 7

Sasha is nominated by her professor to attend a seminar on civil engineering and its merits. During the seminar, Sasha listens only for facts, takes intensive and detailed notes, and gets distracted very easily. This shows that Sasha is a strong listener.

Accepted Answer

A) True 
 B)False

Question 8

In the context of the ADAPT questioning system, discovery questions are succeeded by:

Accepted Answer

A)  assessment questions. 
B)  aptitude questions. 
C)  attitude questions. 
D)  activation questions. 
E)  adaptability questions.

Question 9

In the context of the five stages of questions in the ADAPT questioning system, _____ do not seek conclusions but rather should address a buyer's company and operations, goals and objectives, market trends and customers, current suppliers, and even the buyer as an individual.

Accepted Answer

A)  discovery questions 
B)  assessment questions 
C)  projection questions 
D)  activation questions 
E)  transition questions

Question 10

In the context of the SPIN questioning system, _____ solicit data and facts in the form of general background information and descriptions of a buyer's existing circumstances.

Accepted Answer

A)  situation questions 
B)  implication questions 
C)  projection questions 
D)  need-payoff questions 
E)  activation questions

Question 11

In response to statements from buyers, salespeople ask related questions and paraphrase what the buyer has said to demonstrate their interest in what the buyer is saying.

Accepted Answer

A) True 
 B)False

Question 12

The purpose of trust-based sales communication is:

Accepted Answer

A)  to allow salespeople to dominate and control a sales conversation. 
B)  to hasten the sales process. 
C)  to maintain short-term relationships with buyers. 
D)  to maximize common understanding between buyers and sellers. 
E)  to provide salespeople with complete autonomy in the decision-making process of buyers.

Question 13

According to the SPIN questioning system, the purpose of _____ is to assist a buyer in understanding the urgency of resolving a problem in a way that motivates him or her to seek a solution.

Accepted Answer

A)  assessment questions 
B)  situation questions 
C)  implication questions 
D)  discovery questions 
E)  need-payoff questions

Question 14

ADAPT is an acronym for the five stages of strategic questioning. These stages are:

Accepted Answer

A)  aptitude questions, deductive questions, ability questions, psychometric questions, and therapeutic questions. 
B)  assessment questions, discovery questions, activation questions, projection questions, and transition questions. 
C)  ability questions, directional questions, adaptability questions, personality questions, and tolerance questions. 
D)  adaptability questions, displacement questions, assessment questions, physical questions, and transition questions. 
E)  aggressive questions, divergent questions, attitude questions, psychological questions, and therapeutic questions.

Question 15

Typically, salespeople begin working with a prospect at the far end of the intimate zone.

Accepted Answer

A) True 
 B)False

Question 16

_____ is a form of listening that is associated with events or topics in which it is important to sort through, interpret, understand, and respond to received messages.

Accepted Answer

A)  Serious listening 
B)  Social listening 
C)  Casual listening 
D)  False listening 
E)  Selective listening

Question 17

Jillian, a salesperson, is in the middle of a sales dialogue with Jeremy, a prospect. She notices that Jeremy backs away each time she comes within four feet of him to talk. Which of the following is most likely a reason for this?

Accepted Answer

A)  Jillian seems incompetent to Jeremy. 
B)  Jillian seems threatening to Jeremy. 
C)  Jillian seems apprehensive to Jeremy. 
D)  Jillian seems rigidly formal to Jeremy. 
E)  Jillian seems disinterested to Jeremy.

Question 18

Which of the following is true of discovery questions?

Accepted Answer

A)  They are preceded by activation questions. 
B)  They consist of closed-end questions and are used in the fourth stage of the ADAPT questioning system. 
C)  They are used to smooth the transition from needs discovery into the presentation and demonstration of a proposed solution's benefits. 
D)  They focus at a micro level and probe for further details needed to fully clarify and understand a buyer's problems. 
E)  They confirm a buyer's desire to seek a solution to his or her problem.

Question 19

The rate at which a salesperson speaks has no effect on how a customer perceives him or her.

Accepted Answer

A) True 
 B)False

Question 20

According to the SIER model, the first activities in active listening are sensing and receiving the verbal and nonverbal components of the message being sent.

Accepted Answer

A) True 
 B)False

Exam 4: Communication Skills

According to the ADAPT system of questioning, _____ should drill down and probe for further details needed to fully develop, clarify, and understand the nature of a buyer's problems.

In the context of nonverbal communication, a common nonverbal element of messages that conveys uncertainty, disagreement, and even outright skepticism is _____.

Which of the following is true of a strong listener?

According to the SPIN questioning system, _____ are used early in a sales call and provide salespeople with leads to develop a buyer's needs and expectations fully.

Salespeople combine different types of questions to accomplish multiple and closely related sales objectives.

In the context of sales communication, effective communication skills are needed:

Sasha is nominated by her professor to attend a seminar on civil engineering and its merits. During the seminar, Sasha listens only for facts, takes intensive and detailed notes, and gets distracted very easily. This shows that Sasha is a strong listener.

In the context of the ADAPT questioning system, discovery questions are succeeded by:

In the context of the five stages of questions in the ADAPT questioning system, _____ do not seek conclusions but rather should address a buyer's company and operations, goals and objectives, market trends and customers, current suppliers, and even the buyer as an individual.

In the context of the SPIN questioning system, _____ solicit data and facts in the form of general background information and descriptions of a buyer's existing circumstances.

In response to statements from buyers, salespeople ask related questions and paraphrase what the buyer has said to demonstrate their interest in what the buyer is saying.

The purpose of trust-based sales communication is:

According to the SPIN questioning system, the purpose of _____ is to assist a buyer in understanding the urgency of resolving a problem in a way that motivates him or her to seek a solution.

ADAPT is an acronym for the five stages of strategic questioning. These stages are:

Typically, salespeople begin working with a prospect at the far end of the intimate zone.

_____ is a form of listening that is associated with events or topics in which it is important to sort through, interpret, understand, and respond to received messages.

Jillian, a salesperson, is in the middle of a sales dialogue with Jeremy, a prospect. She notices that Jeremy backs away each time she comes within four feet of him to talk. Which of the following is most likely a reason for this?

Which of the following is true of discovery questions?

The rate at which a salesperson speaks has no effect on how a customer perceives him or her.

According to the SIER model, the first activities in active listening are sensing and receiving the verbal and nonverbal components of the message being sent.