FiltersDone

Question type

Essay

Multiple Choice

Short Answer

True False

Matching

Exam 4: Using Communication Principles to Build Relationships

Show Answer

Share

---

All types

Filters

Study FlashcardsPractice ExamLearn

Question 21

Multiple Choice

Review LaterAdd Note

Review Later

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

A) encoding.
B) affective stimulation.
C) perception.
D) decoding.
E) selling.

F) A) and C)
G) B) and D)

Correct Answer

verified

Show Answer

Question 22

True/False

Review LaterAdd Note

Review Later

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

A) True
B) False

Correct Answer

verified

Show Answer

Question 23

True/False

Review LaterAdd Note

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

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?

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:

Describe a word picture.

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 _____.

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:

What are the three forms of nonverbal communication salespeople can use to convey messages to their customers?

In the context of voice characteristics,explain how a salesperson's delivery of words affects how the customer will understand and evaluate his or her presentation.

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

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

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.

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

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

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

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:

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.

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

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