Question 1

Which of the following is a suggestion for active listening?

Accepted Answer

A)   To avoid repeating information
B)   To avoid summarizing information already provided
C)   To refrain from embarrassing a customer by rephrasing his or her comments
D)   To discourage any moment of silence during a sales pitch
E)   None of theseF) A) and B)
G) C) and D)

Question 2

Salespeople can collect information by observing their customers' body language.

Accepted Answer

A) True 
 B)False

Question 3

Discuss how international salespeople adjust for cultural differences.

Accepted Answer

Communication in international selling o...

Question 4

Which of the following problems is associated with the speaking-listening differential?

Accepted Answer

A)   The quality of a salesperson's handshake becomes highly important.
B)   Customers are more likely to accuse salespeople of backdoor selling.
C)   Buying centers are more likely to have multiple gatekeepers.
D)   Salespeople often become lazy listeners.
E)   Salespeople have trouble making appointments with prospects.F) C) and D)
G) A) and C)

Question 5

Which of the following is an accurate statement about nonverbal communication?

Accepted Answer

A)   Hand gestures at chest level suggest that a salesperson is passionate about a topic.
B)   Slicing hand movements can be used liberally during presentations.
C)   By exposing the palm of the hand,a salesperson indicates closeness and rigidity.
D)   An overly erect posture gives an impression of openness and receptivity.
E)   Staring at a wall during presentations indicates sincerity,credibility,and trustworthiness.F) B) and D)
G) A) and E)

Question 6

Virginia sees Carl,her high school friend,at a traffic signal after 15 years.She honks and waves to say "hello." Carl does not recognize her and thinks that a stranger is honking because of the way he changed his lane.In this scenario,Carl is facing a problem _____ the message.

Accepted Answer

A)   controlling
B)   suppressing
C)   sending
D)   decoding
E)   verbalizingF) B) and C)
G) A) and E)

Question 7

Which of the following statements about active listening is FALSE?

Accepted Answer

A)   Paraphrasing what a prospect says is fine;never repeat things word for word.
B)   The salesperson should listen to a customer's words from the customer's point of view.
C)   Additional questions can give the salesperson a better understanding of what a prospect is trying to communicate.
D)   Tolerating silence gives a customer time to think.
E)   Summarizing provides both the salesperson and a customer with an overview of what has been said.F) A) and B)
G) A) and E)

Question 8

The translation of thoughts into words is called _____.

Accepted Answer

A)   decoding
B)   interpreting
C)   encoding
D)   deciphering
E)   evaluatingF) All of the above
G) A) and B)

Question 9

Feedback in sales communication can be either verbal or nonverbal.

Accepted Answer

A) True 
 B)False

Question 10

Broader and vigorous arm movements indicate that a customer is emphatic about the point being communicated verbally.

Accepted Answer

A) True 
 B)False

Question 11

Describe active listening.

Accepted Answer

Active listening is one of the three lev...

Question 12

During a sales call,the buyer can spot nongenuine nonverbal signals coming from the salesperson.

Accepted Answer

A) True 
 B)False

Question 13

In the context of voice characteristics,articulation refers to the tone or pitch of speech and is used to reduce monotony.

Accepted Answer

A) True 
 B)False

Question 14

In the context of communication in international selling,the phrase "tabling a proposal" in the United States means _____.

Accepted Answer

A)   bargaining effectively
B)   waiting for a salesperson to begin the presentation
C)   closing a deal successfully
D)   delaying a decision
E)   necessarily taking action within 24 hoursF) A) and B)
G) A) and E)

Question 15

As soon as Jennifer entered her customer's office,the customer started talking about his problems both at work and at home.Jennifer had planned to discuss the benefits of her company's newly launched product during this meeting.However,she listened quietly,asked questions where appropriate,and offered support when required.In this scenario,Jennifer is mostly likely practicing:

Accepted Answer

A)   the art of paraphrasing the customer.
B)   active listening.
C)   the body language agreement method.
D)   the tolerating silence presentation format.
E)   the art of nonverbal communication.F) A) and B)
G) C) and D)

Question 16

In the context of communication,define noise.

Accepted Answer

Noises are sounds unrelated to...

Question 17

Salespeople should not send long e-mail messages or large attachments unless buyers are expecting them.

Accepted Answer

A) True 
 B)False

Question 18

In the context of the four distance zones people use when interacting in business and social situations,salespeople should generally begin customer interactions at the public zone.

Accepted Answer

A) True 
 B)False

Question 19

Slicing hand movements and pointing a finger are mild gestures and should be used frequently during sales presentations.

Accepted Answer

A) True 
 B)False

Question 20

During sales presentations,salespeople should vary the loudness of their speech to essentially:

Accepted Answer

A)   help in the production of recognizable sounds.
B)   avoid uncertainty in thoughts.
C)   help buyers visualize a point.
D)   avoid monotony.
E)   establish their expertise in selling.F) All of the above
G) B) and E)

Exam 4: Using Communication Principles to Build Relationships

Which of the following statements about active listening is FALSE?

Correct Answer
verified

The translation of thoughts into words is called _____.

Correct Answer
verified

Broader and vigorous arm movements indicate that a customer is emphatic about the point being communicated verbally.

Correct Answer
verified

In the context of voice characteristics,articulation refers to the tone or pitch of speech and is used to reduce monotony.

Correct Answer
verified

Which of the following is an accurate statement about nonverbal communication?

Correct Answer
verified

In the context of the four distance zones people use when interacting in business and social situations,salespeople should generally begin customer interactions at the public zone.

Correct Answer
verified

During sales presentations,salespeople should vary the loudness of their speech to essentially:

Correct Answer
verified

Virginia sees Carl,her high school friend,at a traffic signal after 15 years.She honks and waves to say "hello." Carl does not recognize her and thinks that a stranger is honking because of the way he changed his lane.In this scenario,Carl is facing a problem _____ the message.

Correct Answer
verified

Which of the following problems is associated with the speaking-listening differential?

Correct Answer
verified

Salespeople can collect information by observing their customers' body language.

Correct Answer
verified

Feedback in sales communication can be either verbal or nonverbal.

Correct Answer
verified

Which of the following is a suggestion for active listening?

Correct Answer
verified

Describe active listening.

Correct Answer
verified
Active listening is one of the three lev...
View Answer

In the context of communication in international selling,the phrase "tabling a proposal" in the United States means _____.

Correct Answer
verified

Salespeople should not send long e-mail messages or large attachments unless buyers are expecting them.

Correct Answer
verified

Correct Answer
verified

In the context of communication,define noise.

Correct Answer
verified
Noises are sounds unrelated to...
View Answer

During a sales call,the buyer can spot nongenuine nonverbal signals coming from the salesperson.

Correct Answer
verified

Slicing hand movements and pointing a finger are mild gestures and should be used frequently during sales presentations.

Correct Answer
verified

Discuss how international salespeople adjust for cultural differences.

Correct Answer
verified
Communication in international selling o...
View Answer

Exam 4: Using Communication Principles to Build Relationships

Which of the following statements about active listening is FALSE?

Correct AnswerverifiedShow Answer

The translation of thoughts into words is called _____.

Correct AnswerverifiedShow Answer

Broader and vigorous arm movements indicate that a customer is emphatic about the point being communicated verbally.

Correct AnswerverifiedShow Answer

In the context of voice characteristics,articulation refers to the tone or pitch of speech and is used to reduce monotony.

Correct AnswerverifiedShow Answer

Which of the following is an accurate statement about nonverbal communication?

Correct AnswerverifiedShow Answer

In the context of the four distance zones people use when interacting in business and social situations,salespeople should generally begin customer interactions at the public zone.

Correct AnswerverifiedShow Answer

During sales presentations,salespeople should vary the loudness of their speech to essentially:

Correct AnswerverifiedShow Answer

Virginia sees Carl,her high school friend,at a traffic signal after 15 years.She honks and waves to say "hello." Carl does not recognize her and thinks that a stranger is honking because of the way he changed his lane.In this scenario,Carl is facing a problem _____ the message.

Correct AnswerverifiedShow Answer

Which of the following problems is associated with the speaking-listening differential?

Correct AnswerverifiedShow Answer

Salespeople can collect information by observing their customers' body language.

Correct AnswerverifiedShow Answer

Feedback in sales communication can be either verbal or nonverbal.

Correct AnswerverifiedShow Answer

Which of the following is a suggestion for active listening?

Correct AnswerverifiedShow Answer

Describe active listening.

Correct AnswerverifiedActive listening is one of the three lev...View AnswerShow Answer

In the context of communication in international selling,the phrase "tabling a proposal" in the United States means _____.

Correct AnswerverifiedShow Answer

Salespeople should not send long e-mail messages or large attachments unless buyers are expecting them.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

In the context of communication,define noise.

Correct AnswerverifiedNoises are sounds unrelated to...View AnswerShow Answer

During a sales call,the buyer can spot nongenuine nonverbal signals coming from the salesperson.

Correct AnswerverifiedShow Answer

Slicing hand movements and pointing a finger are mild gestures and should be used frequently during sales presentations.

Correct AnswerverifiedShow Answer

Discuss how international salespeople adjust for cultural differences.

Correct AnswerverifiedCommunication in international selling o...View AnswerShow Answer

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Active listening is one of the three lev...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Noises are sounds unrelated to...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Communication in international selling o...
View Answer