MKT 325 Personal Selling CH 3, 4, 5 Exam
_________________ have the ability to imagine themselves in someone else's position and understand what that person is feeling.
Empathizers
The ______________ is at the heart of the style-flexing sales strategy.
Platinum Rule
The salesperson should learn as much as possible about the customer and try to determine his or her communication style through which of the following?
Preapproach
You have to ________ in order to achieve excellence in terms of ethical practices.
believe that everything you do counts
Business ethics ultimately ________.
build and strengthen partnering relationships
In a sales setting, partnering emphasizes ________.
building strong and lasting customer relationships during every aspect of the sale and maintaining them after the sale
Andrew Gallan uses the acronym CARE to remind salespersons of behaviors that ________.
build long-term relationships
Which of the following terms is defined as the principles and standards that guide behavior in the world of business?
business ethics
Although top management personnel are usually far removed from day-to-day selling activities, they ________.
can have a major impact on salespeople's conduct
Self-improvement strategies can be enhanced and achieved by following several steps. These include ________.
goal setting, using visualization, using positive self-talk, and rewarding progress
The image others have of us is shaped to a great extent by ________.
nonverbal communication
Sharon Drew Morgan believes that ____________________is based on the belief that the salesperson knows more than the customer.
placing task before relationship
An understanding of the ________ provides a foundation for developing relationship strategies.
psychology of human behavior
Partnerships can be strengthened when salespeople use value-added ________ strategies.
relationship
The ________ strategy is built on the win-win philosophy, empathy and ego drive, and character and integrity.
relationship
The ________ strategy is built on the win-win philosophy, empathy, ego drive, character, and integrity.
relationship
When salespeople use value-added ________ strategies, partnerships can be strengthened.
relationship
Many ________ are lost because salespeople fail to communicate effectively with the prospect.
sales
Although top management personnel are usually far removed from day-to-day selling activities, they ________.
should model ethical behavior and decision making
________ is the deliberate attempt to adapt one's communication style to accommodate the needs of the other person.
style flexing
Salespersons with which of the following communication styles are good listeners and complete their tasks in a quiet and unassuming manner.
supportive style
By combining two dimensions of human behavior (dominance and sociability) we can form a partial outline of _______________________.
the communication style model
In American business settings, ________ is a type of proper greeting.
the handshake
A third dimension of human behavior, ________, is important in dealing with communication styles that are different from your own.
versatility
Stephen Covey recommends listening with your ears, your eyes, and your heart. This is called which of the following?
Empathetic listening
___________________ builds trust, and trust is the most important precondition of partnering relationships that create value.
Fulfilling your commitments
The underlying principles of the theory of behavioral or communication style bias includes one critical component: ________.
Getting in sync with the communication style of the people you work with produces the most productive relationships
Some of the barriers to business transactions in international settings are almost impossible to overcome without unethical practices. Which of the following best describes these?
Illegal demands for bribes, kickbacks, or special fees
______________ emphasizes building strong relationships during every aspect of the sale and working hard to maintain a quality relationship with the customer after the sale.
Partnering
Which of the following terms refers to the "you scratch my back and I'll scratch yours" approach to doing business?
Reciprocity
The salesperson's characteristics of honesty, accountability, and sincere concern for the customer's welfare gives the salesperson _______________________.
a competitive advantage
Roger Wenschlag describes ___________________as "the degree to which a salesperson is perceived as developing and maintaining buyer comfort throughout the sales process."
adaptability
Sales performance can be enhanced by ________ the customer's preferred communication style.
adapting to
One of the major influences on building partnering relationships in personal selling is _______, composed of personal standards resulting in decisions made about what's right and wrong.
character
Personal standards, including honesty, integrity, and moral strength, which are highly valued in sales, describe ________.
character
Many sales are lost because salespeople fail to ________.
communicate effectively with the prospect
Many sales are lost because salespeople fail to ____________.
communicate effectively with the prospect
Impressions others form about us are based on what they observe us saying and doing. The patterns of behavior that others observe us doing and saying can be called ________style.
communication
Within most organizations, ________ a major impact on the ethical conduct of salespersons.
company policies and practices have
The starting point for a salesperson to identify their preferred communication style is _______________.
completion of the dominance and sociability indicator forms
The starting point in identifying your preferred communication style is ________.
completion of the dominance and sociability indicator forms
Relationship selling in international environments is most affected by ________.
cultural issues
Determining where you fall on the dominance continuum and the sociability continuum are the first two steps in ________________________.
determining your most preferred communication style
Which of the following communication styles would reflect a person who would be described as aggressive, demanding, and opinionated?
directive style
Company policies and practices on the ethical conduct of salespeople should cover ________.
distributor relations, customer service, pricing, product development, and related areas
Which of the following is the communication-style model that has a tendency to control or prevail over others?
dominance
The two dimensions that assess major aspects of human behavior are ________.
dominance and sociability
Which of the following is a basic quality of critical importance that makes the salesperson want and need to make the sale?
ego drive
Which of the following communication styles combines higher sociability and higher dominance?
emotive style
It is a challenge to _________________when the salesperson has one style of communication and the customer has another style.
establish rapport
There are several classic conversational strategies that help the salesperson ____________________. These are: express genuine interest, be a good listener, and encourage others to talk about themselves.
establish relationships
Most people, including salespersons, often confuse ________.
ethical with legal standards
Building strong relationships can be enhanced by these conversational guidelines: ________.
express genuine interest, be a good listener, and encourage others to talk about themselves
Which of the following is the best way to say "I'm listening?"
eye contact
We communicate to potential customers in multiple ways. Two major nonverbal ways include ________.
eye contact and facial expression
Two major nonverbal ways we communicate to a potential customer are eye contact and ________.
facial expression
If you want to identify the inner feelings of another person, pay attention to ______________.
facial expressions
Your customer also has a preferred communication style. The best way to identify your customer's preferred communication style is to ________.
fill out the dominance and sociability indicator forms as you interact with them
Some practical approaches to developing a positive self-concept are ________.
focusing on the future not on past mistakes or failures, becoming an expert in selected areas, and developing a positive mental attitude
The most important precondition of partnering relationships that create value is ________.
fulfilling commitments
It is necessary to _____________________ in order to create the most productive relationships.
get in sync with the communication style of the people you work with
Value-added selling is a series of creative improvements ________.
in the sales process that enhance the customer experience
Rather than collect "floaters," it is suggested that an effective salesperson needs a single place to record daily appointments, deadlines, and tasks. This time management tool is____________.
planning calendar
Everyone displays characteristics of each of the four communication styles. However, in most cases one of the four styles is ________.
predominant and readily detectable
Everyone displays characteristics of the four communication styles; however, one of the four styles is usually ________.
predominant and readily detectable
The best way to identify your customer's __________________ is the dominance and sociability indicator forms.
preferred communication style
Impressions others form about us are based on what they observe us saying and doing. The patterns of behavior that others observe us doing and saying can be called ________ style.
selling
A conversational strategy for breaking the ice and speeding up rapport building includes ________.
small talk
Which of the following is a term used for conversational strategy for breaking the ice and speeding up rapport building?
small talk
________ reflects the amount of control we exert over our emotional expressiveness and is one of the two major dimensions of the communication-style model.
sociability
The pressure to compromise one's ethical standards surfaces almost daily. The primary deterrent is a ________.
strong sense of right and wrong
The salesperson can adjust his or her style to meet the needs of others. This process is called ________.
style flexing
Salespeople must develop a value-adding program for ________.
their own self-improvement
To improve, salespeople must develop a value-adding program for ________.
their own self-improvement
To illustrate _________________, how strengths become weaknesses, three intensity zones are added to the communication-style model.
the strength-weakness paradox
Business ethics translate values into appropriate and effective foundational behaviors that ________.
ultimately build and strengthen partnering relationships
Salespersons who ________ can minimize common barriers to sales success.
use cultural sensitivity training and engage in appropriate adaptation
________ are the four styles of communication in which everyone fits.
Emotive, directive, reflective, and supportive
Which of the following terms reflects a situation when the interests of both the buyer's and the seller's best interests have been served?
Win-win philosophy
When our communication style differs from those with whom we are communicating, this is called ________.
communication-style bias
All self-improvement that a salesperson undertakes is ________.
self-initiated
In order to achieve success, all self-improvement plans should be _______________.
self-initiated
Which of the following typically sets the moral and ethical tone in an organization?
The very top management personnel
Which of the following explains why it is important to use tools such as Hootsuite and Fan Page Robot?
To monitor social media posts to detect important relationship information
Which of the following steps to success in relationship-building suggests you need to picture yourself doing something successfully if you want to succeed?
Visualization