MAR 3407

Speaking quickly helps you control what you say as you say it. TRUE FALSE

FALSE

The best communicators are those who are always thinking about the next things to say. They toss out information because they know that if they just say it, people are going to get it. FALSE TRUE

FALSE

A confident communicator without meaningful content is quickly exposed, regardless of how good their speaking skills may be. FALSE TRUE

TRUE

Breathing is especially important when you're listening to a question. TRUE FALSE

TRUE

According to a study conducted by UCLA, people interpret the attitudes and emotions of others based on three factors. Which factor is not considered a part of this process? A) vanity B) vocal C) visual D) verbal

A

All of the following are true about talking with your hands, except: _____. A) clenching your fists makes you look strong and powerful, like a leader B) using your hands can make you more interesting to look at C) the more inflection in your voice, the easier it is for people to hear you and your message D) using your hands when you talk can help you stay calm

A

Bill has a tendency to look up while he is speaking so he does not have to look at the audience. How will audiences likely interpret Bill's posture and expression? A) as though he is uncertain or in wonder B) as though he is very confident C) as though he is deep in thought D) as though he is fearful and defensive

A

Jamie has a presentation to give to his organization. He knows his material, but still has anxiety over speaking to more than one person. Which issue is the most likely to hold Jamie back from speaking? A) feeling vulnerable B) having a bad past experience speaking in public C) having a fear of an audience D) having high expectations

A

Rafael is presenting data in the body of his speech, but he is interrupted repeatedly by an audience member who questions the validity of his data. How should Rafael handle this situation? A) Ask the audience member for clarification of their perspective and concerns. B) Stand next to the audience member until they calm down. C) Remain silent for a few moments until the audience member quiets down. D) Offer to discuss the disagreement with the audience member privately.

A

The higher your emotional intelligence, the higher your chances are _____. A) of connecting with customers B) you will increase your awareness of opportunities C) you will make your sales strategy more efficient D) you will close more deals

A

What is the best way to begin learning soft skills? A) all of these answers B) Use flash cards. C) Role play. D) Know the skills you need.

A

What is the effect of pausing in a presentation? A) all of these answers B) It gives listeners time to think. C) It lets the speaker connect with people in a more meaningful way. D) It shows people you're confident.

A

What is the primary mantra that you should keep in mind when preparing a presentation? A) Keep words and sentences short and simple. B) Use correct grammar. C) Aim for precision in thought and expression. D) Use formal sentence structure, pronouns, and vocabulary.

A

What is the value of problem solving in sales? A) It adds value to the customer relationship. B) It shows the depth of knowledge you have. C) It makes you more efficient. D) Better positions you with customers

A

When communicating to others, it is important to make every word count. Which action would show your attitude and emotions as well as engage your audience? A) making every sentence sound different B) enunciating every single word C) choosing words carefully D) speaking in a monotone fashion

A

When you are addressing an audience, how can you make an especially dramatic point with your eyes? A) by looking down, and then gazing at the audience for a moment without speaking B) by locking eyes with a series of audience members C) by looking to the left, then to the right, and then at the audience D) by looking up or gazing at the audience in an unfocused way

A

Which is not a benefit of being a two-way communicator? A) lets you focus on yourself B) keeps you in the present moment C) lets you focus on one thought as you say it D) slows down the racing brain

A

Which is not a step in great listening? A) Share your insights. B) Slow down. C) Take action. D) Ask great questions.

A

Which is not a step in the decision making process? A) Add your thoughts and input. B) Pull the trigger. C) Analyze the information. D) Get the facts.

A

Which mental exercise can you perform prior to speaking, in order to aid self-connection and relieve anxiety? A) Imagine how you want to be perceived. B) Review the outline of your presentation. C) Practice relaxation exercises. D) Review your most important conclusions.

A

What is the best way to integrate the soft skills? A) Know the difference, assess your customers, make a plan, and analyze results. B) Know the difference, get results, increase product knowledge, and assess your customers. C) Know the difference, make a plan, analyze the situation, and focus on results. D) Make a plan, analyze the situation, increase product knowledge, and focus on relationships.

A) KAMA

How do soft skills produce results?

A) They increase the customer experience.

Jason tends to be a fast talker. You look around the room and notice his audience seems lost, on their phones, and basically not paying attention. During a break, you advise Jason to use pause techniques. Which technique would benefit Jason more quickly? A) pausing long enough to enable people to process what he just said B) pausing before and after most sentences C) pausing to connect with people in a more meaningful way D) pausing when he's making a request or issuing a call to action

C

According to the UCLA study, which factor dominates someone's opinions about another person's attitudes and emotions? A) the person's grammar B) the person's appearance C) the person's voice D) the person's vocabulary

B

Because your voice reveals so much about your attitudes and emotions, you should _____. A) avoid giving emphasis to any words in your sentences B) use it to the fullest by changing pace, volume, and inflection C) aim to keep it as monotone as possible D) try to remain distant and detached from the heart of what you're trying to say

B

Don has delivered this speech several times, but for some reason he seems nervous or upset. Which behavior using his hands would Don most likely be displaying? A) using his hands in a purposeful way B) clenching his fists C) opening his fingers and keeping them slightly apart with a curve D) keeping his hands at his sides

B

Hiroki is giving a presentation for the tenth time, and he is having difficulty keeping it interesting and using his natural inflections. What should Hiroki do at least once per sentence? A) Enunciate one word with a formal style. B) Find a word to emphasize. C) Speed up the pace as much as possible. D) Pause dramatically.

B

If you are talking to an audience about comparing two things, what would be the best way to use your hands for gesturing? A) Keep your hands at your sides. B) Move your hands side-to-side. C) Roll your hands. D) Cross your arms.

B

If your presentation has _____, you run the risk of leaving people with an unclear message. A) a defined purpose and direction B) more than three ideas C) energy and enthusiasm D) one main idea

B

Paulo is a fast talker who believes his audience understands everything he is saying. While his audience becomes more detached, Paulo rambles on. Which type of behavior is Paulo displaying? A) attention deficit trap B) one-way communication C) endless loop syndrome D) two-way communication

B

Tiago is getting ready to prepare for a briefing, and has identified the purpose. What is the next step for him to do? A) Develop the details. B) Create three to four main ideas. C) Write the introduction. D) Create the conclusion.

B

What does it take to become an amazing sales rep? A) hard skills acumen B) hard and soft skills C) great relationship-building skills D) soft skills acumen

B

You are listening to a speaker who seems to be ending sentences on up inflections. This is known as _____. A) inflecting B) uptalk C) apologizing D) hedging

B

Your coworker, James, has to give a presentation to a steering committee. You noticed that James seems too anxious and is holding his breath. What advice would you give to him? A) Run around the building before the presentation. B) Try diaphragmatic breathing. C) Practice your presentation more. D) Talk to each member before the meeting.

B

A "tell" is an indicator that the person speaking is very uncomfortable. Which of the following is an example of a "tell"? A) speaking quickly B) touching your glasses or hair C) all of these answers D) fidgeting

C

A speaker who has to swallow often, uses a pursed lip, and/or moves around in a fidgety way is more than likely uncomfortable, and giving off _____. A) vibes B) fillers C) tells D) shackles

C

All of the following are must-have soft skills except: _____. A) listening B) flexibility C) product knowledge D) relationship building

C

By using phrases like "sort of," "kind of," or "it seems like," you are expressing yourself in a way that _____. A) is polite and expected among effective communicators B) encourages others to participate in the conversation C) lacks power, authority, and confidence D) conveys strength and conviction

C

Camila wants to be confident, so she is preparing for a difficult conversation. What should she refrain from doing when creating her message? A) using simple words B) making her point and putting a period there C) including conjunctives D) using short words

C

Delivering one thought at one time _____. A) ignores the reaction of the person that you're talking to B) often results in awkward and uncomfortable facial expressions C) slows down the racing brain and keeps you in the present D) all of these answers

C

How do you practice diaphragmatic breathing? A) by holding each breath for 10 to 15 seconds B) by taking rapid, shallow breaths, and focusing on the expansion of the chest upon inhalation C) by taking slow breaths through the nose, and focusing on belly expansion with inhalation D) by exhaling as rapidly a possible

C

Margaret is giving a presentation in which she asks the audience to break up into small teams and perform an exercise. Which sort of hand gesture would be most conducive to Margaret's request? A) arms crossed B) hands to the side C) open hands with palms up D) pointing at individuals

C

What best describes a good communicator? A) someone who is extra smooth and polished B) someone who never says "uh" C) someone who looks and sounds like they mean what they're talking about D) someone who is glib and articulate

C

What is the value of storytelling in sales? A) It helps customers better understand your products. B) It gets the importance of what you can do across to customers. C) all of these answers D) It makes you effective and remembered

C

What should you do if you get completely flustered by a question? A) Ignore the questioner. B) State that the question is outside the scope of the current discussion. C) Breathe deeply, and ask for repetition and clarification. D) Ask permission to answer the question in private.

C

When it comes to eye contact during a presentation, what is a recommended strategy for an effective communicator? A) Have good eye contact at the top and end of a sentence. B) Deliver one thought to one face at one time. C) all of these answers D) When delivering an especially powerful line, keep your eye contact with the audience for a couple of seconds longer than usual.

C

Zach speaks every day on the radio, though he's used to feeling anxiety come on. After taking this course, he learned two ways to overcome the anxiousness. First, he needs to focus on the speech and not himself as important; and second, he doesn't have to be _____. A) a present speaker B) displaying body language C) a perfect speaker D) connecting with the audience

C

Alice gets very scared and anxious when just a few people are looking at her. How can Alice rationalize this behavior in terms of primal responses? A) It relates to competition for resources. B) It relates to clan protection. C) It is a paranoid fear of social failure. D) It is a fear of being hunted.

D

As a sales professional, whom should you collaborate with? A) your team B) your customers C) leadership D) all of these answers

D

Bill makes a humorous blunder during his presentation, and notices that Janice is stifling a laugh. How should Bill proceed? A) by pretending that the blunder did not occur B) by restarting at the beginning of the presentation C) by skipping to the next section of the presentation D) by addressing the blunder right then and there, or later in private

D

Jane is actually terrified by the prospect of speaking. How can she trick her brain into being genuinely confident? A) by remaining quiet and taking on a defensive posture B) by practicing relaxation exercises C) by speaking loudly and rapidly D) by adopting the posture of confidence

D

Jared is practicing techniques for using eyes to improve his confidence while speaking to an audience. What advice would you give him? A) Have good eye contact at the top of a sentence and at the end of a sentence. B) Deliver one thought to one face at one time, and hold your eyes there for a second or two before moving on. C) Don't look down at your notes and forget you have an audience. D) Be mindful and stay with the friendly face.

D

Jim's blink and swallow rates rise significantly when he tries to speak in public. How can he deal with these problems? A) by picking a fixed point to stare at and clearing his throat B) through rapid talking and mental rehearsal of his talking points C) by pacing back and forth D) through controlled breathing, staying in the moment, and concealment

D

Of the several habits, or tendencies, that communicate a lack of conviction, which one indicates confidence? A) the use of uptalk B) the use of hedging C) the use of qualifiers D) the use of a varied pace and emphasis

D

Slightly stretching the vowel sounds in each word and visualizing your brain and tongue moving in perfect synchronicity are examples of _____ while talking. A) breathing B) pausing C) speeding yourself up D) slowing yourself down

D

Speakers who have strong body language and conviction in their voices show more _____ confidence. A) tell B) fake C) engaged D) genuine

D

Taylor wants to appear as though she means what she's talking about; she wants to be more confident in her speaking. What should she consider? A) She should keep her eyes looking down. B) She should keep her eyes looking up. C) Her mood should dictate her facial expressions. D) Her facial expressions should match her words.

D

What is the best definition of communication? A) Listening for opportunities B) Getting customers to take action C) Sharing information with customers D) Having customers tell things to you

D

What role does empathy play in sales? A) It means agreeing with how your customer feels. B) It entails insight on how to get the deal. C) It means that you take your customer's side. D) It is your guide to understanding your customer.

D

Which aspect of your presentation should you try to prepare first? A) the body B) the introduction C) the conclusion D) the purpose

D

Why do customers do business with you? A) They want great service. B) They want better pricing. C) They want great products. D) They know, like, and trust you.

D

Why do soft skills matter? A) better relationships B) better understanding of customers C) fastest route to success and profitability D) all of these answers

D

You are trying to give a talk to a small audience; however, your heart is beating fast, you talk fast, and then you feel tongue-tied. This is known as _____. A) mind-tongue syndrome B) fear of audience syndrome C) butterfly syndrome D) racing brain syndrome

D