selling/negotiation chapter 4

Which of the following statements about appearance as a nonverbal communicator is true?

A salesperson's appearance is certainly impacted by the customers' industry.

Which of the following statements is a good advice for salespeople concerned about the proper use of hand gestures?

A. Avoid dropping your hands down by your sides and keeping them there while presenting.

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

A. Hand gestures at chest level suggest that a salesperson is passionate about a topic.

In the context of response time, which of the following statements is true about the various methods of salesperson communications?

Both telephone and face-to-face communications have a fast response time.

Which of the following statements about body language is true?

Customers look away from salespeople while they actively consider information in a sales presentation.

During a sales presentation, the salesperson, Kiara, informs the customer that the Zeus water reclamation system is the best system available in the market in the $50-$60 price range. He misunderstands the description partly because of the unnecessary technical details and partly because of the distraction caused by his secretary who comes in during the presentation and asks for his signature. In the context of the communication process, Kiara is _____, the customer is _____, and the secretary is _____ in this scenario.

D. encoding; decoding; creating noise

The translation of thoughts into words is called _____.

Encoding

Body movements directed toward a person indicate boredom, apprehension, or possibly anger.

FALSE

During a sales presentation, a contemplative posture is considered a negative nonverbal signal.

FALSE

During a sales presentation, if the customer's eyes are positioned to the left, it suggests that the customer is considering the logic and facts in the presentation.

FALSE

During face-to-face communication, voice characteristics account for 90 percent of the message received.

FALSE

In the context of appearance, an old rule is to dress one level below your position.

FALSE

In the context of e-mail and text message communication, it is advisable to avoid using white spaces and in-line subheads in an e-mail because it hinders readability.

FALSE

In the context of nonverbal communication, side-to-side movements indicate a positive outlook, whereas back-and-forth motions suggest insecurity and doubt.

FALSE

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.

FALSE

In the context of the four distance zones people use when interacting in business and social situations, the intimate zone is reserved for a salesperson's supervisor

FALSE

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

FALSE

Mirroring is an act of practicing one's own nonverbal signals in front of a mirror.

FALSE

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

FALSE

The 80-20 listening rule suggests that salespeople should try to speak 80 percent of the time and listen no more than 20 percent of the time.

FALSE

The fact that people generally speak at a faster rate than they listen attributes toward the speaking-listening differential.

FALSE

n the context of using proper techniques and etiquette when leaving voice mail messages, one should avoid asking for a callback.

FALSE

For a sales presentation in a Latin American country, the salesperson, Kiara, reaches the venue at 9:45 a.m. because the meeting is scheduled to start at 10:00 a.m. Even after waiting for a couple of hours, Kiara's clients do not arrive. In this scenario, what should Kiara do?

Go to a coffee shop nearby and wait for her clients patiently

In the context of nonverbal messages, identify a true statement about cultural differences.

In Japan the OK sign made by holding the thumb and forefinger in a circle symbolizes money.

In the context of eye contact, identify a true statement about adjusting for cultural differences during international selling.

In Japan, looking directly at a subordinate indicates that the subordinate has done something wrong.

Which of the following statements about active listening is FALSE?

Paraphrasing what a prospect says is fine; never repeat things word for word.

Which of the following statements is true about response time?

Response time is the time between when a salesperson sends a message and when the prospect responds to it.

Tara, a 50-year-old retired professor, wants to sell the fruits and vegetables produced in her organic farm. Her daughter advises her to use social media for selling them online. In this scenario, which of the following should be Tara's first step to ensure an effective sale?

She should identify where her target market is best represented and start there.

Active listening is as important when conversing over the phone as when conversing in person.

TRUE

At critical spots in a sales presentation, the salesperson should present his or her mentally prepared summary.

TRUE

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

TRUE

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

TRUE

During a sales interaction, the salesperson should verify the information he or she is collecting from the customer, and a useful way to do this is to repeat—word for word—what has been said.

TRUE

Feedback in sales communication can be either verbal or nonverbal.

TRUE

Hand gestures presented at about the height of a salesperson's navel help the salesperson come across as truthful.

TRUE

In the context of e-mail and text message communication, salespeople are discouraged from delivering bad news via e-mails or texts.

TRUE

In the context of using proper techniques and etiquette when leaving voice mail messages, a little casual conversation up front is acceptable.

TRUE

Physical appearance, specifically dress style, is an aspect of nonverbal communication that affects a customer's evaluation of a salesperson.

TRUE

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

TRUE

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

TRUE

The muscles around the eyes reveal whether a smile is real or polite.

TRUE

When making her sales presentation to an important customer, Sarah is frequently interrupted by announcements coming through her company's speaker system. In this scenario, Sarah is most likely experiencing noise.

TRUE

While describing a complex machine to a customer, Tiana notices that the customer looks puzzled. She asks the customer what part of the presentation needs further explanation. The customer replies, "I would like to know more about how can the machine help me save on electricity bills." Tiana then provides the requested details. This scenario best illustrates two-way communication.

TRUE

Identify a true statement about the four distance zones people use when interacting in business and social situations.

The exact sizes of the intimate and personal zones depend on age, gender, culture, and race.

During a sales presentation, why does the salesperson, Roger, repeat, word for word, the negative comment his customer made about the company's service contract?

To verify that he decoded the customer's message correctly

Which of the following is a valid suggestion for salespeople with regard to e-mail and text message communication?

White space in an e-mail is a good idea, as it can make reading the e-mail easier.

During a sale presentation, Michael, the salesperson, notices that his prospect begins to move back and forth. In this scenario, the prospect's body language most likely indicates _____.

a positive outlook

When sending messages with nonverbal communication, nothing creates a rapport like _____.

a smile that appears natural and comfortable

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:

active listening

Tayler pays careful attention to what her client Jack says and sorts out important facts from irrelevant ones. While maintaining eye contact and nodding her head at appropriate intervals, she communicates that she is interested in and understands what is being said. In this scenario, Tayler is engaged in:

active listening

Which of the following is a suggestion for active listening?

all of them

During a sales presentation, Teresa notices that her customer shifts position in his chair. In this scenario, which of the following can Teresa conclude about her customer?

all of these A. The customer wants her to end the presentation. B. The customer wants to place an order. C. The customer strongly agrees with what she has said. D. The customer strongly disagrees with what she has said.

When a speaker attempts to draw a parallel between one thing and another, he or she is using a(n) _____.

analogy

Andrea works as a technical assistant for a software company. During a customer call, she asks her customer, "What is it that the new software fails to do?" In this scenario, Andrea is practicing the active listening skill of:

asking questions to gain a complete understanding of what the customer is trying to communicate.

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

avoid monotony

Which of the following would be the WORST advice for Timothy, a salesperson, at an office supplies store?

be a leader, and wear the latest fashions

Betty, a salesperson, presents her company's new luxury car to customers. During the presentation, she notices that some of the company's important customers are blinking rapidly, almost at a rate of 50-60 blinks per minute (bmp). In this scenario, Betty should be:

concerned because it indicates high stress levels.

One way to define the speaking-listening differential is to say that:

customers can listen to words at a rate that is almost five times faster than the rate at which salespeople can speak.

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.

decoding

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

delaying a decision

According to the communication process, when a salesperson develops a sales presentation, he or she is actively involved in:

encoding

During a sales presentation, the salesperson, Clara, listens to her customer rather than describing her product to the customer. She nods her head and uses verbal cues such as "I see," "Uh-huh," and "That's interesting" to encourage the conversation. In this scenario, Clara is:

engaging in active listening

Which of the following is a significant part of a salesman's voice characteristics?

inflection

The physical space between two people who are interacting can be divided into four distance zones. The zone reserved primarily for a person's closest relationships is called the _____.

intimate zone

Which of the following patterns of signals most likely indicates that the customer is reacting positively to a salesperson's presentation?

leaning forward

The 80-20 _____ suggests that salespeople should try to listen 80 percent of the time and talk no more than 20 percent of the time.

listening rule

Which of the following is a suggestion for active listening?

none of these

In terms of touching, buyers fall into two touching groups: contact and noncontact. Noncontact people view contact people as:

obtrusive

In the context of evaluating thought process through customers' eye position during a sales presentation, eyes focused straight ahead mean that a customer is:

passively receiving information but devoting little effort to analyzing the meaning of the presentation.

When Reginald calls his favorite customer late in the evening, the customer invites him to a café near his office. Although the customer seems tired, he sits back with his hands and legs uncrossed during their meeting. In this scenario, Reginald can interpret his customer's nonverbal communication signal as:

positive

During a sales presentation, the salesperson, Sabrina, needs to refrain from speaking after asking her customer a difficult question. Tolerating silence is often important to:

provide the customer time to think

During a sales presentation, the salesperson, Ursula, is unable to understand what her customer means by his last statement. What should she do to verify her customer's intent?

restate the customer's comment

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

salespeople often become lazy listeners

In the context of sending messages with nonverbal communication, identify a true statement about shaking hands.

shaking hands should be the prospects choice

People who use English in international selling should:

slow down when speaking

Jennifer, a salesperson, meets her customer for the first time. In this scenario, Jennifer should begin interactions at the _____.

social zone

Which of the following is a form of nonverbal communication?

space

In the context of using proper techniques and etiquette when leaving voice mail messages, callers should _____.

speak slowly and leave a concise message

Clara meets her client Jonathon for a business presentation at a café suggested by him. As soon as their meeting begins, the café gets very crowded and noisy. They are unable to concentrate on their discussion. Which of the following should Clara do in order to prevent a communication breakdown with her client?

suggest they move to a quieter place

One way to illustrate _____ is to say that Ned can speak at a rate of around 120 to 160 words per minute, but he can listen to more than 800 words per minute.

the speaking-listening differential