Question 1

In terms of the communication process,probing stimulates which of the following?

Accepted Answer

A)  Sending 
B)  Decoding 
C)  Receiving 
D)  Feedback 
E)  Channeling

Question 2

When engaged in marginal listening,Andrew,the salesperson,focuses on the speaker's words and tries to see the prospects' point of view.

Accepted Answer

A) True 
 B)False

Question 3

Jack Stewart sells ski equipment to retailers.On a recent sales call,a large fly kept buzzing around the room which prevented his prospect from listening to the sales presentation.In terms of the communication process,the fly was an example of:

Accepted Answer

A)  noise. 
B)  a caution signal. 
C)  negative feedback. 
D)  a disagreement signal. 
E)  an alternate communication channel.

Question 4

The receiver's reaction to the communication is transmitted to the sender through:

Accepted Answer

A)  a source response. 
B)  feedback. 
C)  noise. 
D)  decoding. 
E)  translators.

Question 5

During sales presentations,Tyrone,a computer salesperson,asks prospects various questions about previous experiences with other computers and their opinions about the quality and price of the computers he sells.Tyrone uses _____,a good tool of the successful salesperson.

Accepted Answer

A)  selective questioning 
B)  problem solving 
C)  targeting 
D)  probing 
E)  empathy

Question 6

According to the text,which of the following is a true statement regarding business attire?

Accepted Answer

A)  Clothes send a vocal message about the salesperson. 
B)  Few major corporations still encourage conservative clothing. 
C)  A salesperson's wardrobe plays a significant factor in sales success. 
D)  Sporty clothing and business casual are appropriate in most situations. 
E)  Overly conservative clothing highlights a salesperson's aggressiveness.

Question 7

All of the following can help change caution signals into acceptance signals EXCEPT:

Accepted Answer

A)  being positive and enthusiastic. 
B)  changing the planned presentation. 
C)  asking open-ended questions. 
D)  carefully listening to the buyer's message. 
E)  continuing with the presentation.

Question 8

The receiver is the person for whom communication is intended.

Accepted Answer

A) True 
 B)False

Question 9

When you call on a prospect,your words,visual materials,and body language are all used to communicate with your prospect.With reference to the communication process,these are collectively known as:

Accepted Answer

A)  feedback generation 
B)  encoding. 
C)  the medium. 
D)  decoding. 
E)  the message.

Question 10

Under _____ listening,listeners are easily distracted by their thoughts; the message is heard,but it does not sink in.

Accepted Answer

A)  dynamic 
B)  subsidiary 
C)  marginal 
D)  evaluative 
E)  active

Question 11

Salespeople should deal with sensers in a factual manner using graphs,models,and samples.

Accepted Answer

A) True 
 B)False

Question 12

_____ is the reception and translation of information by the receiver.

Accepted Answer

A)  Feedback 
B)  Communication design 
C)  Encoding 
D)  Medium optimization 
E)  Decoding

Question 13

Untrained listeners typically retain 75% of a conversation.

Accepted Answer

A) True 
 B)False

Question 14

A flower distributor asked the Fresh Farms sales representative if the company had any red roses in stock.The sales representative listed six varieties of red roses and 27 varieties of reddish-pink roses that Fresh Farms had available.The sales representative most likely forgot to follow the:

Accepted Answer

A)  L-O-C-A-T-E rule. 
B)  SELL sequence. 
C)  Golden Rule. 
D)  SWOT analysis. 
E)  KISS rule.

Question 15

The MTI Precision Products salesperson made a sales call to a dentist and described MTI's new drill as having "unbelievable cutting power" and being "perfectly balanced to reduce hand fatigue." The dentist commented that he has never purchased an MTI drill because they seem overpriced and unreliable.In terms of the communication process,the dentist:

Accepted Answer

A)  provided feedback. 
B)  encoded the message. 
C)  created significant noise. 
D)  decoded a nonverbal message. 
E)  altered the communication channel.

Question 16

People can listen approximately twice as fast as they can talk.

Accepted Answer

A) True 
 B)False

Question 17

The evaluative listener tries to hear what another person says but makes little effort to understand the purpose of the message.

Accepted Answer

A) True 
 B)False

Question 18

The appliance salesperson asked the prospect,"What do you like best about the competitor's washing machines?" "Do you think you have ever paid too much for a new washer?" "Are you happy with how well your current washer cleans your clothes?" The salesperson,in this case,has used:

Accepted Answer

A)  probing. 
B)  channeling. 
C)  targeting. 
D)  detail selling. 
E)  empathizing.

Question 19

Assume that you are a male salesperson.What advice does the text give you about the length of your hair?

Accepted Answer

A)  Wear your hair long to show an optimistic outlook on life. 
B)  Use hair styling products to maintain a stylish appearance. 
C)  Wear your hair short to suggest a conservative, professional, and business-like approach. 
D)  Wear your hair at a medium length to avoid offending prospects that prefer long or short hair. 
E)  Consider the types of customers you will be calling on and select your hairstyle accordingly.

Question 20

Which of the following statements about feedback is most likely INCORRECT?

Accepted Answer

A)  In planning a presentation, it is impossible to predetermine when and what feedback-producing questions to ask. 
B)  If a salesperson fails to notice the feedback signals being sent by a prospect, no feedback occurred. 
C)  It may be appropriate to use questions that obtain negative feedback. 
D)  It may be appropriate to use questions that obtain positive feedback. 
E)  Feedback can be verbal or nonverbal.

Exam 5: Communication for Relationship Building: Its Not All Talk

In terms of the communication process,probing stimulates which of the following?

When engaged in marginal listening,Andrew,the salesperson,focuses on the speaker's words and tries to see the prospects' point of view.

Jack Stewart sells ski equipment to retailers.On a recent sales call,a large fly kept buzzing around the room which prevented his prospect from listening to the sales presentation.In terms of the communication process,the fly was an example of:

The receiver's reaction to the communication is transmitted to the sender through:

During sales presentations,Tyrone,a computer salesperson,asks prospects various questions about previous experiences with other computers and their opinions about the quality and price of the computers he sells.Tyrone uses _____,a good tool of the successful salesperson.

According to the text,which of the following is a true statement regarding business attire?

All of the following can help change caution signals into acceptance signals EXCEPT:

The receiver is the person for whom communication is intended.

When you call on a prospect,your words,visual materials,and body language are all used to communicate with your prospect.With reference to the communication process,these are collectively known as:

Under _____ listening,listeners are easily distracted by their thoughts; the message is heard,but it does not sink in.

Salespeople should deal with sensers in a factual manner using graphs,models,and samples.

_____ is the reception and translation of information by the receiver.

Untrained listeners typically retain 75% of a conversation.

A flower distributor asked the Fresh Farms sales representative if the company had any red roses in stock.The sales representative listed six varieties of red roses and 27 varieties of reddish-pink roses that Fresh Farms had available.The sales representative most likely forgot to follow the:

People can listen approximately twice as fast as they can talk.

The evaluative listener tries to hear what another person says but makes little effort to understand the purpose of the message.

The appliance salesperson asked the prospect,"What do you like best about the competitor's washing machines?" "Do you think you have ever paid too much for a new washer?" "Are you happy with how well your current washer cleans your clothes?" The salesperson,in this case,has used:

Assume that you are a male salesperson.What advice does the text give you about the length of your hair?

Which of the following statements about feedback is most likely INCORRECT?