EXAM I: PROFESSIONAL SELLING

In terms of touching, match the groups of customers with their perceptions 1. contact people 2. noncontact people a. perceive the other group as cold and unfriendly b. perceive the other group as overly friendly and obtrusive

1a, 2b

In the context of active listening skills of salespeople, identify the uses of summarizing a conversation with a customer (pick all that apply) a. it allows both salesperson and customer to converse in a noisy environment b. it lets both salesperson and customer use trite words such as nice and good and phrases c. it lets both salesperson and customer concentrate on the issues that have been discussed d. it gives both salesperson and customer a quick overview of what has taken place

c, d

In the context of nonverbal communication, identify the facial cues from a customer that signal a salesperson that something is wrong (pick all that apply) a. an animated, excited expression b. smiling pleasantly c. a tightness around the cheeks d. reddening of face

c, d

Identify the forms of nonverbal communication (pick all that apply) a. analogy b. word picture c. appearance d. choice of words e. space f. body language

c, e, f

Match the types of signals associated with the nonverbal reactions to a sales presentation with their examples 1. positive signals 2. negative signals a. nodding and leaning forward b. furrowed brow, pursed lips, and frowning

1a, 2b

In the context of nonverbal communication, match the situations with the average blink rates 1. a relaxed person 2. a person during normal conversation 3. a person with high stress levels a. 10 to 20 blinks per minute b. 25 blinks per minute c. over 50 or 70 blinks per minute

1a, 2b, 3c

Samantha, a salesperson, delivers a sales talk to a group of customers. In the context of the usage of gestures, in order to positively impact the customers, Samantha should _______ a. slice her hand movements b. show the palm of her hand c. use many gestures d. point her finger toward the customers

b

Noah, a salesperson, communicates sales messages and stories with his customers utilizing a graphic or vivid story so that the customers easily visualize a point.. In this scenario, Noah uses a technique called _______. a. articulation b. inflection c. a derived demand d. a word picture

d

In the context of the communication process, sounds that are not related to messages being exchanged by a salesperson and a customer, such as ringing telephones or other conversations nearby,are known as _______

noises

T or F: Based on the principles for a salesperson wanting to dress for success proposed by Vicki West, heavy perfumes and colognes are acceptable in most sales situations

F

IN the context of the levels of listening, salespeople who project themselves into the mind of a speaker and attempt to feel the way the speaker feels practice _______ _______

active listening

In the context of the distance zones people use when interacting in business and social situations, the zone that is utilized primary for speeches, teachers in classrooms, and passerby is known as the _______ a. social zone b. public zone c. personal zone d. intimate zone

b

While communicating with customers through telephone, salespeople must _______ a. avoid restating any action they have agreed to undertake b. enhance conversations using verbal cues such as Uh-huh, I see, or That's Interesting c. nod their heads to encourage customers to contribute talking on the phone d. avoid smiling while talking on the phone

b

Identify the intentions of a salesperson in dressing for business (pick all that apply) a. making customers remain in their public zone b. making customers notice the salesperson in a positive way c. making customers trust the salesperson d. making customers perceive the salesperson as overly friendly

b, c

Samson is a salesperson, in order to effectively communicate with his customers using voice mail, he should _______ a. refrain from speaking slowly b. leave a message if he is making a cold call to set up an appointment c. refrain from asking for a callback d. leave a brief and clear message containing a suggested time for a return call

d

The the context of active listening skills, the technique of verifying information by repeating what has been said by a customer a. focuses on creating a word picture b. increases the chance of monopolized conversations c. excludes the use of gestures like head nodding d. diminishes the chance of misunderstandings

d

Which component of the two-way communication process conveys to a sender that a receiver has not received the message a. the translation of thoughts into words b. encoding the message to be sent c. decoding the meaning of the received message d. the feedback from the receiver's expression

d

In the context of nonverbal communication using leg positions, match the customers with their indications 1. Jennifer, who keeps her legs crossed away from a salesperson 2. Nathan, who keeps his legs uncrossed in an open position a. signals that the sales call is not going well b. indicates cooperation, confidence, and friendly interest

1a, 2b

In the context of active listening, match the components of speaking-listening differential with their rates components of speaking-listening differential: 1. speaking rate of an individual 2. listening rate of an individual rates a. 800 words per minute b. 120 to 160 words per minute

1b, 2a

In the context of nonverbal communication match the types of body angles with their features 1. back-and-forth motions 2. side-to-side movements a. indicate doubt and insecurity b. suggest a positive outlook

1b, 2a

Match the various methods of salesperson communications with their attributes 1. face-to-face communication 2. voice mail communication a. a seller can send the lowest quantity of information b. a seller can send the highest quantity of information

1b, 2a

In the context of nonverbal communication, match the eye positions with their interpretations 1. eyes focused straight ahead 2. intense eye contact for more than three seconds 3. staring 4. a gaze to the right 5. going to the left a. it indicates a customer's coldness, anger, or dislike toward a salesperson b. it signals customer displeasure c. it indicates that a customer is thinking about the logic and facts in a sales presentation d. it signals a customer's intense concentration on the sales presentation based on an emotional consideration e. it means that a customer is passively hearing information provided by a salesperson

1e, 2b, 3a, 4c, 5d

In the context of nonverbal communication involving facial reactions, arrange the steps to achieve a right smile in the correct order of occurrence 1. keep practicing the smile until it becomes second nature 2. stand in front of a mirror or a video camera 3. try different smiling positions until a natural and comfortable position is found

2, 3, 1

Arrange the steps that help salespeople choose right postures and body movements in the correct order of occurrence 1. slowly put the shoulders up and back and raise the head 2. shift the weight until tension in the back and neck gets minimum 3. walk by taking a few steps and maintain the pace deliberate without halting 4. stand before a mirror

4, 2, 1, 3

T or F: In the context of active listening, asking questions designed to obtain additional information from customers help salespeople verify a customer's meaning

t

Grace, salesperson, meets her customer before beginning the sales talk. In the context of the guidelines for salespeople to shake hands with customers, Grace should _______ a. avoid extending her hand for a social handshake b. avoid shaking hands in the same manner men do c. offer a handshake with palm facing down and level with the ground d. automatically extend her hand to the customer

a

How should salespeople use the voice characteristic called inflection when communicating with customers a. they should speak with enthusiasm, letting customers establish an emotional b. they should copy the successful communication traits of someone else c. they should avoid using inflection in order to increase monotony

a

In the context of active listening, an 80-20 listening rule states that salespeople should _______ a. listen 80 percent of the time and should not talk more than 20 percent of the time b. listen 20 percent of the time and should not talk more than 80 percent of the time c. create a word picture 80 percent of the time and should listen 20 percent of the time d. use an analogy to tell stories 80 percent of the time and should listen 20 percent of the time

a

In the context of voice characteristics, a speaker can use articulation at its best when the _______ a. speaker opens his or her mouth correctly b. movement of the speaker's tongue is impeded

a

Michelle, a salesperson, has a Twitter account. In order to connect with prospects effectively, she should _______ a. utilize a friendly, casual tone in messages b. avoid using add-ons like social oomph c. create spam with Twitter d. respond to all tweets without fail

a

When communicating with customers, salespeople should _______ a. use short words and phrases to show strength and force b. use off-color language if the situation demands c. often mention words like "core competence" and "value added" when answering customer queries d. often use words like "fault-tolerant" and "mission-critical" when answering customer queries

a

While actively listening to a speaker, salespeople should _______ a. obtain as much information as possible from the speaker b. avoid gestures like hard nodding while listening c. avoid making eye contact with the speaker d. monopolize the conversation with the speaker

a

In the context of body language patterns, identify the salespeople's eye positions that can have a negative effect on customers (pick all that apply) a. glancing from face to face quickly b. staring at a wall c. using direct eye contact d. looking at the eyes of customers raising queries

a, b

In the context of a salesperson's delivery of words while communicating with customers, identify the voice characteristics (pick all that apply): a. inflection b. choice of words c. articulation d. noise e. loudness f. rate of speech

a, c, e, f

In the context of active listening skills, the primary objective of restating or rephrasing a customer's comment by a salesperson is to _______ a. monopolize the conversation b. increase monotony using inflection c. verify the customer's intention d. ask questions to obtain additional information

c

In the context of nonverbal communication, which of the following customers gives a negative signal to a salesperson using hand gestures a. Joshua, who keeps his palm open upward b. Logan, who keeps his hands open c. Isabells, who plays with her hair d. Emily, who tightens her fist

c

Jacob is a salesperson who deals with international selling. In this scenario, while communicating with an international customer in English, Jacob should utilize _______ a. words that have multiple meanings b. slang expressions peculiar to American culture c. action-specific verbs instead of using action-general verbs d. rules of grammar less strictly than he would in everyday speech

c

While communicating with customers through e-mails, salespeople should _______ a. use emotions to convey their emotions b. make sure the last few lines of the e-mail are important c. understand the customers' preferences for e-mail d. understand that bad news should be delivered via e-mail

c

According to the principles for a salesperson waiting to dress for success proposed by Vicki West, a salesperson should _______ a. avoid considering his or her aspirations b. dress like employees one level below their position c. avoid considering his or her corporate culture d. dress according to his or her customers

d

According to the principles for a salesperson wanting to dress for success proposed by Vicki West, salespeople should _______ a. avoid dressing depending on a region's cultural norms b. avoid using warm-weather fabrics in the southern part of the united states c. dress formally even if a region's cultural norms prefer casual dressing d. dress based on the humidity, temperature, and weather patterns of a region

d

In the context of body language patterns, salespeople should practice _______, which is where a person copies the nonverbals of another person a. encoding b. poaching c. persuading d. mirroring

d

In the context of distance zones, ideally, salespeople should start interacting with customers at the _______ zone a. personal b. intimate c. public d. social

d

In the context of various communication media used by salespeople to interact with customers, when asked, the customers suggested that ________ a. e-mail communication is more preferable than face-to-face communication b. e-mail communication is easier to understand than face-to-face communication c. face-to-face communication increases confusion d. face-to-face communication develops high trust

d

Logan, a salesperson, delivers a sales presentation to customers. During the presentation, his hand gestures are at chest level. In the context of the impact of the location of salespeople's hands during gestures on customers, he will be perceived as a person who _______ a. possesses a passive character b. lacks enthusiasm c. is disinterested d. is really passionate about a topic

d

In the context of the communication between salespeople and customers, the time between sending a message and receiving a reply is known as ________ _______

response time

The utilization of web tools that permit users to share content, interact, and develop communities around similar interests is known as _______ _______

social networking