EXAM 1 Chapter 4

3) Communication-style bias is most likely to occur when which of the following occurs? A) Salespeople have contact with another person whose communication style is different than their own. B) Salespeople have problems understanding another person's accent. C) Salespeople have different ranges of vocabulary. D) Salespeople lack a grasp of social etiquette. E) Salespeople talk more quietly than anyone else in the room does.

A) Salespeople have contact with another person whose communication style is different than their own.

25) People who display their emotions with less intensity are said to be in: A) Zone one B) Zone two C) Excess zone D) Flex zone E) Comfort zone

A) Zone one

1) "Behavior style" and "social style" are other ways of referring to: A) communication style B) emotive style C) directive style D) higher dominance E) lower dominance

A) communication style

16) The four-style model is: A) popular and taught in many different training programs B) useful only for training purposes C) limited in its usefulness in the real world D) the basis for customer strategy E) copyrighted and may only be used as an assessment by licensed practitioners

A) popular and taught in many different training programs

17) Other names for the Emotive style include all of the following EXCEPT: A) relater B) influencing C) socializer D) adaptive-dealing E) expressive

A) relater

12) A customer who displays the reflective communication style can accurately be described as: A) reserved B) sensitive C) frank D) sociable E) malleable

A) reserved

2) Which of the following statements regarding communications-style bias is true? A) Communication-style bias is quite rare. B) Communication-style bias is accompanied by symptoms that are often difficult to explain. C) Communication-style bias is commonly understood in our society. D) Communication-style bias will not surface between two people with the same communication style. E) Communication-style bias will make a consulting sales relationship impossible.

B) Communication-style bias is accompanied by symptoms that are often difficult to explain.

18) For each person, one of the four styles is usually: A) dominant but hidden B) dominant and easily detectable C) dominant and problematic D) recessive and easily detectable E) recessive and in transition

B) dominant and easily detectable

26) Zone one, zone two and the excess zone are used to describe which dimension of our communication styles? A) maturity B) intensity C) predictability D) flexibility E) adaptability

B) intensity

22) The immature characteristics of each style are: A) fixed by the time a person reaches elementary school B) subject to change as a person matures C) aloof and stuffy D) characteristics that come out in times of high stress E) offensive to those with other communication styles

B) subject to change as a person matures

15) A customer who combines low dominance and high sociability displays which of the following styles? A) emotive B) supportive C) directive D) reflective E) communicative

B) supportive

5) All of the following are major principles supporting communication style theory EXCEPT: A) individual differences exist and are important B) the most successful business and social relationships are those between identical styles C) there is a finite number of communication styles D) individual style differences tend to be stable E) a communication style is a way of thinking and behaving

B) the most successful business and social relationships are those between identical styles

6) Which of the following is an accurate statement regarding the communication-style model? A) It is based on three important dimensions of human behavior. B) It reflects research conducted in the late 1970s. C) It is composed of four distinct quadrants, each representing a major communication style. D) It is composed of six distinct quadrants, each representing a major dimension of human behavior. E) It predicts which types of clients salespeople will have interests in common with.

C) It is composed of four distinct quadrants, each representing a major communication style.

4) Which of the following is true about our individual communication style? A) It is formed in utero, before we are born. B) It is formed during the first year of our life. C) It is formed before we enter elementary school. D) It is constantly changing throughout life. E) It is based on environmental factors, not heredity.

C) It is formed before we enter elementary school.

27) When we move into the excess zone, all of the following usually happens EXCEPT: A) We say and do things that threaten interpersonal relations. B) Style flexing decreases. C) Style flexing increases. D) Our strengths tend to become weaknesses. E) Our weaknesses are exposed more strongly.

C) Style flexing increases.

19) If you have a preferred communication style, you will: A) use that style exclusively B) change that style as you grow older C) display other communication styles at times D) not understand others with different communication styles E) need to adapt to e able to talk to others

C) display other communication styles at times

23) The idea that the characteristics that make others respect you can also make others frustrated with you is called: A) sociability paradox B) dominance paradox C) strength-weakness paradox D) flexing paradox E) communication paradox

C) strength-weakness paradox

14) The words "aloof" and "stuffy" describe which side of which of the following styles? A) the immature side of the supportive style B) the mature side of the supportive style C) the immature side of the reflective style D) the mature side of the reflective style E) the mature side of the directive style

C) the immature side of the reflective style

20) An effective way to minimize communication-style bias is to: A) choose customers based on their communication styles B) write presentation materials in a way that appeals to all the communication styles simultaneously C) send trained communicators to talk to customers D) adapt your style to the way the customer communicates E) create a corporate policy matching salespeople with customers by communication style

D) adapt your style to the way the customer communicates

28) When a reflective salesperson moves into the excess zone, he or she is apt to: A) express highly emotional opinions B) become extremely competitive C) agree with everyone D) avoid making decisions E) make rash decisions

D) avoid making decisions

8) A customer who is lower in dominance would most likely be: A) deliberate B) hurried C) talkative D) cooperative E) decisive

D) cooperative

7) A customer who is higher in dominance tends to do which of the following? A) display an eagerness to agree quickly B) curb the desire to initiate demands C) be overly cooperative D) like to control things E) sit back and wait for the other person to speak first

D) like to control things

13) The combination of low dominance and low sociability defines a communication style known as: A) mature B) supportive C) emotive D) reflective E) directive

D) reflective

24) Recording a customer's communication style in CRM software can help a salesperson: A) remember the names of the customer's children and spouse B) ask another salesperson with the customer's communication style to call the customer C) know which products a customer will buy and won't buy D) remember to adapt his or her style when calling the customer E) avoid customers that have different communication styles

D) remember to adapt his or her style when calling the customer

30) Which style flexing technique is most appropriate for a salesperson to use in the presence of an emotive customer? A) Cite research and statistics. B) Avoid an open display of enthusiasm. C) Avoid too much informality. D) Decrease your assertiveness. E) Provide support for the customer's opinions and ideas.

E) Provide support for the customer's opinions and ideas.

29) Relative to Americans, Canadians are more likely to be: A) passive and stiff B) happy and casual C) sociable and casual D) educated and formal E) bilingual and formal

E) bilingual and formal

11) The combination of high dominance and low sociability defines a style known as: A) communicative B) reflective C) supportive D) emotive E) directive

E) directive

10) A customer who takes the social initiative in most cases and expresses emotions openly is displaying characteristics of which of the following styles? A) dominant B) reflective C) supportive D) directive E) emotive

E) emotive

9) The scale designed to measure the amount of control we exert over our emotional expressiveness is the: A) communication bias B) emotional index C) sensitive scale D) excess zone E) sociability continuum

E) sociability continuum

21) The word used to describe the ability to adapt communication styles to deal with different people is: A) directive B) supportive C) emotive D) reflective E) versatility

E) versatility