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1 | |
Edguardo sells the Rembrandt mouthwash and toothpaste product lines to dentists. He is trying to convince a dentist to give samples of Rembrandt products to her patients. In terms of the communications process, the salesperson is the: |
| | A) | message |
| | B) | source |
| | C) | decoder |
| | D) | feedback mechanism |
| | E) | receiver |
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2 | |
Edguardo sells the Rembrandt mouthwash and toothpaste product lines to dentists. He is trying to convince a dentist to give samples of Rembrandt products to her patients. In the middle of his sales presentation, the dentist is called away to answer a phone call. In terms of the communication process, the telephone call is: |
| | A) | noise |
| | B) | feedback |
| | C) | a source |
| | D) | a receiver |
| | E) | a decoder |
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3 | |
According to the text, all of the following are examples of major nonverbal communication channels EXCEPT: |
| | A) | body movements |
| | B) | physical space between buyer and seller |
| | C) | décor of office |
| | D) | physical appearance |
| | E) | the handshake |
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4 | |
As the salesperson leaned over the purchasing agent's shoulder to show him close-up pictures of the new Model TGR plastic extruding machine, the purchasing agent fidgeted and appeared to be very uncomfortable. The discomfort that the purchasing agent felt was probably due to the fact that the salesperson had invaded his _____ space. |
| | A) | social |
| | B) | friendship |
| | C) | public |
| | D) | private |
| | E) | intimate |
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5 | |
_____ space should be used by a salesperson making a presentation to a group of people. |
| | A) | Social |
| | B) | Personal |
| | C) | Intimate |
| | D) | Private |
| | E) | Public |
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6 | |
Which of the following is the BEST example of an acceptance signal? |
| | A) | The customer's hands are fidgeting with an item on his or her desk. |
| | B) | The customer's arms are tense and crossed over chest. |
| | C) | The customer is leaning forward. |
| | D) | The customer has little eye contact and negative voice tones. |
| | E) | None of these is an example of an acceptance signal. |
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7 | |
Arthur is selling plastic molds used for manufacturing automobile parts. His prospect has leaned away from him and crossed his arm. The prospect's face is puzzled looking, and he is saying little in response to Arthur's questions. At this point in the presentation, Arthur should: |
| | A) | continue his planned presentation |
| | B) | project acceptance signals |
| | C) | not give the prospect any time to ask questions until he has finished his presentation |
| | D) | use close-ended questions to encourage the prospect to talk |
| | E) | give up because there is no way to change the prospect's mind once he has made a decision |
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8 | |
Which of the following is NOT an example of a disagreement signal? |
| | A) | The customer is playing with a rubber band. |
| | B) | The customer has crossed his arms over his chest. |
| | C) | The customer's hands are relaxed and generally open. |
| | D) | The customer is leaning away from the seller. |
| | E) | The customer will not make eye contact with you and averts her eyes when you try to look into them. |
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9 | |
When confronted with nonverbal communications, a salesperson should know how to: |
| | A) | recognize nonverbal signals |
| | B) | interpret nonverbal signals correctly |
| | C) | alter a sales presentation on the basis of the prospect's nonverbal signals |
| | D) | respond verbally and nonverbally to the prospect's nonverbal signals |
| | E) | do all of the above |
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10 | |
One of the main reasons why communications breaks down in a sales situation is due to: |
| | A) | the salesperson's inability to forego his or her moonlighting activities |
| | B) | concerns about privacy invasion |
| | C) | poor listening |
| | D) | the absence of distractions |
| | E) | perceptual homogeneity |
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11 | |
A copy machine salesperson who asks, "Are you happy with the service provided for the machines you currently have?" and "What other tasks do you think a copy machine should do if you were designing such a machine?" is asking _____ questions. |
| | A) | probing |
| | B) | close-ended |
| | C) | attitudinal |
| | D) | FAB questions |
| | E) | KISS |
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12 | |
_____ means the ability to change a person's beliefs, position, or course of action. |
| | A) | Personal selling |
| | B) | Attitude adjustment |
| | C) | Retention alteration |
| | D) | Persuasion |
| | E) | Motivation |
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13 | |
Wenda sells digital imaging machines (for working with diseased gums) to dental offices. During a sales presentation, a dental hygienist asked if the machine was capable of archiving its images. The salesperson responded with a 45-minute lecture on the dye sublimation option available for the printer, its printing quality, the type of paper required, and the Micro Dry inks used with the machine. The hygienist had asked a close-ended question and had received an open-ended answer. The salesperson forgot about the importance of: |
| | A) | A KISS |
| | B) | L-O-C-A-T-E |
| | C) | stimulus-response |
| | D) | caution and disagreement signals |
| | E) | CCC GOMES |
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14 | |
Which of the following statements about listening is true? |
| | A) | You can listen at the same rate you can talk. |
| | B) | Hearing and listening are synonyms. |
| | C) | You can talk at a rate that is about twice as fast as you can listen. |
| | D) | If you pay attention to emotional content of the words, you will miss the message that is being communicated. |
| | E) | None of the above statements about listening is true. |
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15 | |
15 . The three levels of listening are: |
| | A) | active, passive, and neutral |
| | B) | selective, retentive, and passive |
| | C) | intimate, personal, and social |
| | D) | intensive, selective, and exclusive |
| | E) | marginal, evaluative, and active |
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2002 McGraw-Hill Higher Education