MKT 3427-Ch. 4

"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

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

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

The Platinum Rule is: A) Do Unto Others As You Would Have Them Do To You B) Do Unto Others As They Would Have You Do Unto Them C) Do Unto Others As You Know You Should D) Ask Others To Do To You As You Would Do To Them E) Ask Others To Do To You As They Would Do To Themselves

B

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 do not use a standardized vocabulary to describe the product they sell. D) Salespeople lack a grasp of social customs of the customer's local culture. E) Salespeople talk more quietly than anyone else in the room does.

C

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 be able to talk to others

C

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) likes to control things E) sit back and wait for the other person to speak first

D

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

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

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

E

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

A customer high in sociability tends to communicate in an ordered and measured manner.

F

Emotive customers are frank, demanding, serious and opinionated.

F

In a selling situation, the Reflective customer wants plenty of facts presented as rapidly as possible.

F

People who fall into zone two display their unique behavior characteristics w/ less intensity than in zone one.

F

The psychological continuum & the sociability continuum are combined to form the communication-style model.

F

Adapting to the customer's preferred communication style can enhance sales performance.

T

Communication style is an important aspect of our personality.

T

Communication style is based on a combination of hereditary and environmental factors.

T

Communication-style bias can cause a feeling that we simply do not like another person, w/o knowing exactly why.

T

If the prospect's most preferred communication style is reflective, the salesperson should avoid actions that are too informal.

T

If your customer's most preferred communication style is Directive, you should keep the relationship as businesslike as possible.

T

Sociability reflects the amount of control we exert over our emotional expressiveness.

T

Style flexing is the deliberate attempt to accommodate the needs of your customer.

T

The zones in the communication-style model might be thought of as "intensity zones."

T

Tone of voice can be a clue to identifying a customer's communication style.

T

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

A

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 do not use a standardized vocabulary to describe the product they sell. D) Salespeople lack a grasp of social customs of the customer's local culture. E) Salespeople talk more quietly than anyone else in the room does.

A

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

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

When we move into the excess zone, which of the following usually happens? A) We become more measured in our speech. B) Style flexing decreases. C) Style flexing increases. D) Our strengths become more prominent. E) We are more easily able to control our weaknesses.

B

Which of the following statements regarding communications-style bias is true? A) Communication-style bias is quite rare. B) Communication-style bias can manifest as a general feeling of discomfort with another person. 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

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

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

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

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

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

D

An effective and practical 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

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

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

The immature characteristics of each style are: A) fixed by the time a person reaches elementary school B) resolved 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

D

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

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

Which of the following is a major principle supporting communication style theory? A) Individual differences exist but are negligible in business conversations. B) The most successful business and social relationships are those between identical styles. C) There are unlimited communication styles that are unique to each person. D) Individual style differences change constantly. E) A communication style is a way of thinking and behaving.

E

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