A) Nothing creates rapport like a smile.
B) Refrain from blushing during the presentation.
C) Try pointing fingers to add emphasis to statements.
D) Facial reactions are typically easy to manage.
E) Staring fixedly at customers is a great way to communicate confidence.
G) A) and D)
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A) A salesperson should always wear professional attire.
B) It is much better to under dress than to overdress.
C) Salespeople should attempt to match their style of dress to that of their customers.
D) In today's business world, ties are an unnecessary bother and do nothing to add to a salesperson's potential for success.
E) Successful salespeople always wear high-fashion clothing.
G) A) and E)
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During a sales interaction,the salespers...View Answer
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A) Avoid dropping your hands down by your sides while presenting and keeping them there.
B) Do not expose your palm to your prospect because that gesture sends negative or "stop" signals.
C) When making a presentation before a group, keep hand gestures to a minimum so you'll appear confident about your topic.
D) Using the hand in a slicing motion signals the other person to cut their comments short.
E) All of the above.
G) A) and B)
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Noises are sounds unrelated to...View Answer
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A) To engage in passive listening
B) To provide feedback to the customer
C) To avoid having any lulls in the conversation
D) To verify that he decoded the customer's message correctly
E) To summarize the customer's concerns
G) C) and D)
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B) False
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Active listening is the process of think...View Answer
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B) False
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The intimate zone is reserved primarily ...View Answer
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Physical appearance,specifically dress s...View Answer
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A salesperson's delivery of words affect...View Answer
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A) encoding.
B) affective stimulation.
C) perceptualization.
D) decoding.
E) selling.
G) C) and D)
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B) False
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A) paraphrasing the customer.
B) active listening.
C) the body language agreement method.
D) the tolerating silence presentation format.
E) the low-context-high-context differential.
G) A) and E)
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B) False
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B) False
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A) active listening
B) speaking-listening differential
C) lazy tongue syndrome
D) the need for indirect questioning
E) the need for open-ended questions
G) B) and D)
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B) False
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A) Paraphrasing what a prospect says is fine, but never repeat things word for word.
B) A salesperson should listen to a customer's words from the customer's point of view.
C) Additional questions can give a salesperson a more complete understanding of what a prospect is trying to communicate.
D) Tolerating silence gives a customer time to think.
E) Summarizing provides both a salesperson and a customer with an overview of what has been said.
G) A) and B)
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