Question 1

Kim 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. Kim could probably benefit from ____.

Accepted Answer

A)  Improving her questioning skills 
B)  Being candid with her customers by telling them they are wasting her time 
C)  Talking more during the sales call so the customers don't have a chance to go off on tangents 
D)  Being more formal and less friendly during the sales call 
E)  All of the above

Question 2

In face-to-face communication, the verbal portion of the message accounts for about 90% of the meaning.

Accepted Answer

A) True 
 B)False

Question 3

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

Accepted Answer

A)  Assessment questions 
B)  Activation questions 
C)  Projection questions 
D)  Problem questions 
E)  Discovery questions

Question 4

SIER stands for_______________, interpreting, evaluating and responding.

Accepted Answer

The answer of SIER stands for_______________, interpreting, evaluating and responding....

Question 5

Once you get the hang of it, active listening is relatively easy and does not require much effort.

Accepted Answer

A) True 
 B)False

Question 6

A salesperson will use Transition questions to move the sales call from the rapport building stage to the needs discovery stage.

Accepted Answer

A) True 
 B)False

Question 7

The collection of related expressions, gestures, and movements combining to form nonverbal messaged are called nonverbal clusters.

Accepted Answer

A) True 
 B)False

Question 8

Salespeople begin working with a prospect at the far end of the social zone and move closer as the relationship develops.

Accepted Answer

A) True 
 B)False

Question 9

Trust-based sales communication is a form of communication that enables salespeople to convince buyers to buy just about anything provided the price is reasonable.

Accepted Answer

A) True 
 B)False

Question 10

Which of the following is not a type of question found in the ADAPT questioning system?

Accepted Answer

A)  Assessment questions 
B)  Activation questions 
C)  Projection questions 
D)  Problem questions 
E)  Transition questions

Question 11

Suppose you are a salesperson engaged in face-to-face communication with a perspective buyer. You notice that the buyer backs away from you each time you step within 4 feet of him/her to talk. Which of the following is most likely?

Accepted Answer

A)  The buyer is not interested in what you are saying 
B)  You are invading the buyer's personal zone 
C)  You are invading the buyer's public zone 
D)  The buyer does not like you 
E)  You have bad breath

Question 12

The acronym SIER stands for what?

Accepted Answer

A)  Seeing, Interpreting, Earning, and Realizing 
B)  Sensing, Interpreting, Evaluating, and Responding 
C)  Sensing, Implying, Earning, and Realizing 
D)  Sensitive, Interested, Eager, and Responsive 
E)  None of the above are correct

Question 13

Each individual type of nonverbal communication carries meaning. However, collectively the pieces of nonverbal communication being expressed at the same time combine to form unique meaning (that is, different from that of the individual pieces). This collection of nonverbal communication is referred to as _________.

Accepted Answer

A)  Nonverbal clusters 
B)  Nonverbal communication 
C)  Nonverbal communication qualifiers (NCQ) 
D)  Collective nonverbal communication (CN
C)  
E)  None of the above

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

A salesperson asking a buyer "How is your productivity affected when your copier is not functioning properly?" is asking a ____ type of SPIN question.

Accepted Answer

A)  Implication 
B)  Problem 
C)  Situation 
D)  Need-Payoff 
E)  None of the above

Question 16

The question "So, do you understand how this software will make your employees more productive?" is attempting to accomplish which of the following objectives?

Accepted Answer

A)  Gain confirmation 
B)  Closed-ended question 
C)  Gather information 
D)  None of the above 
E)  Both b and c

Question 17

How a person sits in a chair is a form of nonverbal communication.

Accepted Answer

A) True 
 B)False

Question 18

The social zone ranges from ______ to _______feet.

Accepted Answer

The answer of The social zone ranges from ______ to...

Question 19

___________questions are designed to penetrate below generalized or superficial information to elicit more articulate and precise details for use in needs discovery in solution identification.

Accepted Answer

The answer of ___________questions are designed to penetrate below generalized...

Question 20

____________questions are used to shift or redirect the topic of discussion when the discussion gets off course or when a line of questioning proves to be of little interest or value.

Accepted Answer

The answer of ____________questions are used to shift or redirect...

Exam 4: Communication Skills

Kim 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. Kim could probably benefit from ____.

In face-to-face communication, the verbal portion of the message accounts for about 90% of the meaning.

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

SIER stands for_______________, interpreting, evaluating and responding.

Once you get the hang of it, active listening is relatively easy and does not require much effort.

A salesperson will use Transition questions to move the sales call from the rapport building stage to the needs discovery stage.

The collection of related expressions, gestures, and movements combining to form nonverbal messaged are called nonverbal clusters.

Salespeople begin working with a prospect at the far end of the social zone and move closer as the relationship develops.

Trust-based sales communication is a form of communication that enables salespeople to convince buyers to buy just about anything provided the price is reasonable.

Which of the following is not a type of question found in the ADAPT questioning system?

Suppose you are a salesperson engaged in face-to-face communication with a perspective buyer. You notice that the buyer backs away from you each time you step within 4 feet of him/her to talk. Which of the following is most likely?

The acronym SIER stands for what?

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

A salesperson asking a buyer "How is your productivity affected when your copier is not functioning properly?" is asking a ____ type of SPIN question.

The question "So, do you understand how this software will make your employees more productive?" is attempting to accomplish which of the following objectives?

How a person sits in a chair is a form of nonverbal communication.

The social zone ranges from to _feet.

___________questions are designed to penetrate below generalized or superficial information to elicit more articulate and precise details for use in needs discovery in solution identification.

____________questions are used to shift or redirect the topic of discussion when the discussion gets off course or when a line of questioning proves to be of little interest or value.