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1 | |
The Source is the person for whom communication is intended. |
| | A) | True |
| | B) | False |
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2 | |
Historically, the wave is said to have evolved as a gesture of peace between warriors. |
| | A) | True |
| | B) | False |
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3 | |
A prospect can communicate with you without uttering a word. |
| | A) | True |
| | B) | False |
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4 | |
Feedback has not occurred unless the salesperson notices the feedback signals being sent by a prospect. |
| | A) | True |
| | B) | False |
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5 | |
When engaged in marginal listening, Robin refrains from evaluating the message and tries to see the other person's point of view. |
| | A) | True |
| | B) | False |
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6 | |
A salesperson who is described as enthusiastic has an excitement attitude toward his or her products, customers, and employer. |
| | A) | True |
| | B) | False |
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7 | |
The characteristics of your voice, such as inflection, pitch, and when you pause between words are all a part of _____ communication. |
| | A) | imagery |
| | B) | sales-oratory |
| | C) | vocal |
| | D) | deceptive |
| | E) | decoding |
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8 | |
When you call on a prospect, your words, visual materials, and your body language are all used to communicate with your prospect. In terms of the communication process, these are called: |
| | A) | feedback precipitators. |
| | B) | encoding tools. |
| | C) | message sources. |
| | D) | decoding mechanisms. |
| | E) | media. |
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9 | |
In terms of the basic communication model: |
| | A) | the customer is the source. |
| | B) | the trial close is the feedback. |
| | C) | there is no noise. |
| | D) | the medium is either verbal or nonverbal, but not both. |
| | E) | none of the above. |
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10 | |
Martez Clark sells ski equipment to retailers. On a recent sales call a large fly kept buzzing around the room and prevented his prospect from listening to the sales presentation. In terms of the communication process, the fly was an example of: |
| | A) | a disagreement signal. |
| | B) | an alternate communication channel. |
| | C) | negative feedback. |
| | D) | noise. |
| | E) | a caution signal. |
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11 | |
Imagine you sell veterinarian products. As you discuss the merit of a new vaccination for parvo (a disease that attacks puppies) with a potential buyer, you notice she is leaning away from you, and looking most of the time at family pictures that she is continually picking up, putting down, and rearranging on her desk. You are receiving _____ signals. |
| | A) | mixed |
| | B) | disagreement |
| | C) | caution |
| | D) | territorial |
| | E) | defiance |
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12 | |
Of the four common speech patterns listened in the text, which two should a professional salesperson use? |
| | A) | the controlling talk and the consistency talk |
| | B) | the careful talk and the conscientious talk |
| | C) | the conniving talk and the convincing talk |
| | D) | the controlled talk and the candid talk |
| | E) | the controlled talk and the caring talk |
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13 | |
Tate is selling retail store display units. 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 Tate's questions. At this point in the presentation, Tate 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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14 | |
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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15 | |
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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