Ch4 Test Bank + Communication for Relationship Building It's

ABC's of Relationship Selling, 13e (Futrell)

Chapter 4 Communication for Relationship Building: It's not All Talk

1) The ability to communicate effectively is the second most important skill for a sales career behind financial shrewdness.

2) Communication, in a sales context, is an exchange process.

3) In a normal two-person conversation, at least 60 percent of the social meaning is expressed verbally.

4) The source of communication in a sales presentation is the producer/manufacturer.

5) The conversion by the salesperson of ideas and concepts into language and material is the decoding process.

6) The receiver is the person for whom communication is intended.

7) In order for feedback to be valid, it must be verbal.

8) Recognition and analysis of nonverbal communication in sales transactions has been acknowledged for years.

9) Personal space refers to all the area around a person that an individual will not allow another person to enter without consent.

10) Entering a buyer's intimate space before the prospect is ready is endearing to the buyer and helps the salesperson close the sale.

11) Social space is established in a selling situation when two people shake hands.

12) An adaptive salesperson uses his or her actions, communication and behaviors to demonstrate to the buyer that he or she is similar to the buyer and compatible with the buyer.

13) The unspoken message in most companies is that freedom in dress may be a privilege of rank.

14) Adaptive selling describes the salesperson's ability to adjust and modify their behaviors to better align with their customers' needs.

15) A prospect can communicate with you without uttering a word.

16) Acceptance signals indicate the buyer is favorably inclined toward the presentation.

17) The buyer projects caution signals with a body angle that leans toward you.

18) Buyers may project caution signals with puzzled expressions.

19) A salesperson can change caution signals into agreement signals by speeding up her planned presentation.

20) Disagreement signals should alert the salesperson that the prospect is either neutral to or skeptical of what is being said in the sales presentation.

21) When a salesperson receives disagreement signals, he should immediately stop his planned presentation and quickly adjust to the unplanned situation.

22) Disagreement signals should be handled by using close-ended questions and projecting acceptance signals.

23) A senser is a people-oriented individual who is sensitive to people's needs.

24) Self-concept theory asserts that buyers have four images: real self, self-image, ideal self, and looking-glass self.

25) The ideal self is how people see themselves, and the looking-glass self refers to how people think others regard them.

26) Successful salespeople are true to their own self-image and do not try to match their communication style with that of their prospect.

27) Mirroring or mimicry happens when people take part in similar actions at relatively the same time (i.e. within three to five seconds).

28) Even if a salesperson fails to notice the feedback signals being sent by a prospect, feedback has still occurred.

29) Probing questions are intended to assess the buyer's attitude about a sales presentation.

30) Empathy is the ability to identify and understand the other person's feelings, ideas, and situation.

31) Unless necessary, highly technical presentations should be avoided.

32) Hearing means getting meaning from sounds.

33) People can listen approximately twice as fast as they can talk.

34) Active listening involves trying to see the other person's viewpoint.

35) When engaged in marginal listening, Andrew, the salesperson, refrains from evaluating the message and tries to see the prospects' point of view.

36) The evaluative listener tries to hear what another person says but makes little effort to understand the purpose of the message.

37) A salesperson can be more effective in converting his or her ideas into language with an enthusiastic attitude and effective proof statements.

38) Proof statements can add credibility to a sales message.

39) Which of the following is the LEAST likely communication method for building long-term relationships based on the Core Principles of Professional Selling?

A) Asking questions periodically

B) Assessing body language

C) Listening carefully to others

D) Making comments when needed

E) Becoming multi-lingual

40) ________ is the act of transmitting verbal and nonverbal information and understanding between seller and buyer.

A) Communication

B) Empathizing

C) Persuasion

D) Decoding

E) Encoding

41) In a normal two-person conversation, more than 65% of the social meaning of what is communicated is conveyed:

A) by the receiver.

B) nonverbally.

C) in a distorted manner.

D) orally.

E) in written format.

42) Research has found that the majority of face-to-face communication consists of ________ expressions.

A) explicit

B) verbal

C) vocal

D) nonverbal

E) persuasive

43) From a communications model perspective, the salesperson in a sales call is the:

A) source.

B) dispatcher.

C) presenter.

D) receiver.

E) decoder.

44) What is the salesperson doing when he translates the ideas and concepts contained in his mind into words?

A) Decoding

B) Processing

C) Encoding

D) Translating

E) Receiving

45) Reaction to the communication as transmitted to the sender is known as:

A) medium.

B) feedback.

C) source.

D) message.

E) decoder.

46) In the communication process, the information conveyed by the salesperson to the prospect during the sales presentation is called:

A) the source context.

B) encoding.

C) the medium.

D) decoding.

E) the message.

47) When you call on a prospect, your words, visual materials, and your body language are all used to communicate with your prospect. These are called:

A) feedback precipitators.

B) encoding tools.

C) mediums.

D) decoding mechanisms.

E) message sources.

48) The Top-Flite salesperson calls on a sports equipment retailer and describes his company's new golf balls as having "titanium in the cover to create explosive distance" and "tungsten in the core for amazing control on the greens". In the communication process, the description of the golf balls is the:

A) medium.

B) feedback.

C) source.

D) message.

E) decoder.

49) The Top-Flite salesperson calls on a sports equipment retailer and describes his company's new golf balls as having "titanium in the cover to create explosive distance" and "tungsten in the core for amazing control on the greens". The retailer does not understand why the golf balls have tungsten in their core because he is not a golfer himself. In terms of the communication process, this represents a problem with:

A) source context.

B) encoding.

C) the medium.

D) decoding.

E) the message feedback.

50) What is the term used to describe the reception and translation of information by the receiver?

A) The communication process

B) The message context

C) The encoding process

D) The decoding process

E) The medium selection

51) The Top-Flite salesperson calls on a sports equipment retailer to sell him the company's new line of golf balls specifically designed for women golfers. From a communications model perspective, the retailer is the:

A) source.

B) encoder.

C) communication deliverer.

D) receiver.

E) sender.

52) In terms of the basic communication model:

A) the customer is the source.

B) the trial close is the feedback.

C) there is no noise.

D) the sales presentation contains the message.

E) the medium is either verbal or nonverbal, but not both.

53) The MIT Precision Products salesperson called on the dentist and described his company's new drill as having "unbelievable cutting power" and "a perfect balance to reduce hand fatigue." The dentist looked at the salesperson as if he were crazy and said, "I will never use your company's product. It was due to an MIT product that I failed to graduate with the rest of my classmates." In terms of the communication process, the dentist:

A) encoded the message.

B) created noise.

C) provided feedback.

D) changed the communication channel.

E) altered the communication medium.

54) Which of the following distorts communication between the buyer and the seller?

A) Encoding mechanisms

B) Feedback

C) Decoding tools

D) Noise

E) Caution signals

55) Jack Stewart sells ski equipment to retailers. On a recent sales call, a large fly kept buzzing around the room and prevented his prospect from listening to the sales presentation. In terms of the communication process, the fly was an example of:

A) noise.

B) a caution signal.

C) negative feedback.

D) a disagreement signal.

E) an alternate communication channel.

56) If the salesperson talks and the buyer only listens, ________ has occurred.

A) distortion

B) hard-sell communication

C) non-communication

D) noise

E) one-way communication

57) The concept of ________ space refers to the area around the self that a person will not allow another person to enter without consent.

A) territorial

B) adjacent

C) secured

D) personal

E) protected

58) A distance of up to two feet, or about arm's length, around an individual is defined as:

A) controlled space.

B) consensual distance.

C) close space.

D) intimate space.

E) adjacency.

59) If you enter into a new prospect's ________ space without the prospect's permission, the prospect may find your behavior socially unacceptable or offensive.

A) adjacent

B) intimate

C) secured

D) public

E) protected

60) The closest zone a stranger or business acquaintance is normally allowed to enter is an individual's ________ space.

A) adjacent

B) communal

C) social

D) personal

E) public

61) Identify the area that is normally used for a sales presentation.

A) Communal space

B) Intimate space

C) Social space

D) Personal space

E) Public space

62) A chair beside a prospect's desk will typically be in which space zone?

A) Communal

B) Intimate

C) Social

D) Personal

E) Public

63) A medical supplies salesperson walks into a hospital administrator's office. The administrator invites the salesperson to sit in a chair directly across the desk from her. Into which space zone is the salesperson being placed?

A) Intimate

B) Communal

C) Social

D) Personal

E) Public

64) A salesperson who stands too close to a prospect or leans over the prospect's desk is most likely triggering a:

A) space threat.

B) territorial assault.

C) space invasion.

D) personal intrusion.

E) trespassing opportunity.

65) Controlling space arrangement and using it as a defensive barrier allows the prospect to control much of the conversation and to remain safe from:

A) space threats.

B) territorial assailants.

C) space invasions.

D) territorial intruders.

E) trespassers.

66) A salesperson should begin a presentation in the middle of the ________ distance zone to prevent the prospect from feeling uncomfortable and building negative mental barriers.

A) adjacent

B) intimate

C) social

D) personal

E) communal

67) When making a sales presentation to a group of buyers, the salesperson typically occupies which space zone?

A) Impersonal

B) Public

C) Social

D) Personal

E) Consensual

68) Arthur Sullivan is a very enthusiastic salesperson. However, when he calls on customers, he usually leans on their desks and rearranges items on their desks to make room for his sales materials. Sullivan's sales manager needs to tell Sullivan that he is perceived as a(n):

A) space threat.

B) interloper.

C) territorial assailant.

D) territorial intruder.

E) trespasser.

69) Robert Moss has a very extroverted personality. When he calls on customers, he customarily leans on their desks, uses part of their desks to hold their presentation material, and will sometimes rearrange customers' desks for his own comfort. When Robert walks around a prospect's desk to give them a hug, Robert is most likely guilty of:

A) territorial trespassing.

B) corporate nesting.

C) space invasion.

D) area constriction.

E) situational distortion.

70) Assume that you are a male salesperson. What advice does the text give you about the length of your hair?

A) Wear it short to suggest a conservative, professional, and business-like approach.

B) Consider the types of customers you will be calling on and select your hairstyle accordingly.

C) Wear it long to show an optimistic outlook on life.

D) Wear your hair at a medium length in order not to offend prospects that prefer long or short hair.

E) Use hair styling products to maintain a stylish appearance.

71) According to the text, which of the following is a true statement regarding business attire?

A) Clothes send a vocal message about the salesperson.

B) Few major corporations still encourage conservative clothing.

C) A salesperson's wardrobe plays a significant factor in sales success.

D) Sporty clothing and business casual are appropriate in most situations.

E) Overly conservative clothing highlights a salesperson's aggressiveness.

72) When the buyer is leaning forward or upright during the salesperson's presentation, she is projecting ________ signals.

A) disagreement

B) tolerance

C) caution

D) recognition

E) acceptance

73) Kelly sells women's accessories. Her prospective buyer is smiling and is eyeing the samples Kelly brought with her to the sales presentation. The buyer's legs are uncrossed, and her arms are relaxed. What should Kelly do?

A) Continue as planned with the sales presentation

B) Use open-ended questions to determine the buyer's objections

C) Stop her planned presentation and reduce sales pressure

D) Thank the buyer for her time and leave

E) Assume the buyer will never enter the conviction stage

74) Which of the following is a caution signal?

A) Leaning forward or upright at attention

B) Direct eye contact

C) Legs crossed and pointed away

D) Negative voice tones

E) Puzzled expression

75) Imagine that you sell veterinarian products. As you discuss the merit of a new vaccination with a potential buyer, you notice that she is leaning away from you and rearranging objects on her desk. You are receiving ________ signals.

A) mixed

B) disagreement

C) territorial

D) caution

E) defiance

76) Which nonverbal signal tells you to immediately stop the planned presentation and quickly adjust to the situation?

A) Disagreement

B) Tolerance

C) Caution

D) Acceptance

E) Recognition

77) ________ signals should alert the salesperson that buyers are either neutral or skeptical toward the sales message.

A) Disagreement

B) Caution

C) Warning

D) Coercion

E) Acceptance

78) Anger or hostility may develop if you continue your presentation even after receiving this type of nonverbal signal.

A) Intolerant

B) Caution

C) Disagreement

D) Acceptance

E) Recognition

79) Why is it important for a salesperson to be aware of caution signals?

A) They indicate blocked communication.

B) They usually lead to the next step, which is buyer acceptance.

C) They tell the salesperson to respond with similar signals to proceed on an equal footing with the buyer.

D) They signal the salesperson to speed up the sales presentation.

E) They warn the salesperson to close the deal quickly before a competitor does.

80) Caution signals are important to the success of the salesperson because they:

A) may evolve into disagreement signals if not addressed quickly.

B) indicate that the salesperson should stand closer to the prospect.

C) suggest disrespect between the buyer and the salesperson.

D) signal anger and hostility from the prospect.

E) indicate that the presentation is going well.

81) All of the following can help change caution signals into acceptance signals EXCEPT:

A) being positive and enthusiastic.

B) changing the planned presentation.

C) asking open-ended questions.

D) carefully listening to the buyer's message.

E) continuing with the presentation.

82) As you deliver your planned sales presentation, you become increasingly aware your buyer is sending you caution signals. Which of the following courses of action would be the best one to try?

A) Continue with the visual aid portion of the planned presentation

B) Ask closed-ended questions to increase the buyer's involvement

C) Depart from the planned presentation

D) Speed up the presentation

E) Request a purchase order

83) As James begins to discuss product prices, he notices his prospect has folded his arms across his chest, clenched his hands, and avoided eye contact. James has received ________ signals.

A) rejection

B) disagreement

C) neutral

D) caution

E) defiance

84) All of the following are techniques for handling disagreement signals EXCEPT:

A) stop your planned presentation.

B) temporarily eliminate any pressure on the person to participate in the conversation.

C) use indirect questions to determine a buyer's attitudes and beliefs.

D) project acceptance signals.

E) let your buyer know you are aware that something upsetting has occurred.

85) The equestrian supplies salesperson received disagreement signals from the stable owner to whom she is trying to sell a new ointment for treating localized infections. She should:

A) aggressively continue the planned presentation.

B) ask a series of "yes" or "no" questions to increase the stable owner's involvement.

C) temporarily reduce pressure on the stable owner to buy.

D) give up and look for another buyer.

E) maintain the sales pressure knowing that the stable owner will buy the product.

86) Mildred sells industrial-sized refrigeration units. Her prospective buyer's face looks tense, and his forehead is wrinkled. The buyer is avoiding looking at Mildred's eyes and he has his arms crossed over his chest. Mildred should:

A) ask closed-ended questions.

B) apologize for her intrusion and leave.

C) let the buyer know that she is aware that something is bothering him.

D) assume the buyer has reached the interest stage.

E) continue her presentation with added pressure.

87) A hospital administrator expected the salesperson to use precise wording and concise phraseology in a well-organized presentation that appealed to her need for logic. What personality type is the hospital administrator?

A) Senser

B) Achiever

C) Intuitor

D) Feeler

E) Thinker

88) Salespeople have described the event planner as a(n) ________ because her personality type's strength is her spontaneity, persuasive powers, and loyalty.

A) senser

B) perceiver

C) intuitor

D) feeler

E) thinker

89) Imagine you sell radio advertising and you have just made a sales call at Leon Travel Agency. You notice that Mr. Leon's desk is messy and that his tie is loose. Mr. Leon seems energetic, assertive, and impatient, so you conclude that he is the ________ personality type.

A) senser

B) instigator

C) intuitor

D) feeler

E) thinker

90) Harry enjoys spending time with customers, often makes spontaneous sales calls, and has a tendency to postpone writing reports. His desk is full of pictures of his many children and grandchildren. What personality type is Harry?

A) Senser

B) Engineer

C) Intuitor

D) Feeler

E) Thinker

91) Which of the following statements about determining personality style is true?

A) Do not rely on environmental signals.

B) Everyone has a primary personality style.

C) People cannot have all four styles at once.

D) It is easiest to deal with people who exhibit all four personality styles.

E) A person's primary style often remains the same in normal and stress situations.

92) The purchasing agent the salesperson is calling on seems to be a very knowledgeable, future-oriented person who is a poor listener and who at times seems completely out of touch with the sales presentation being given. The salesperson concludes that the prospect is the ________ personality type.

A) senser

B) accommodator

C) intuitor

D) feeler

E) thinker

93) Which of the following would be best when giving a sales presentation to a prospect with a feeler personality?

A) Emphasize time limitations

B) Maintain a personal note

C) Provide ample facts and data

D) Use a formal outline

E) Be brief and to the point

94) What should you remember when wanting your prospect with a thinker personality to make a decision on your solution?

A) Prospect probably will want input from others before making a decision.

B) Prospect might be impatient with you for not moving quick enough.

C) Prospect might want a path forward and to feel he or she is making progress.

D) Prospect may need some level of social proof or recommendations from others.

E) Prospect will probably be more methodical and deliberative in decision making.

95) When preparing a sales presentation to a prospect with a thinker personality, a salesperson should pay attention to all of the points, EXCEPT?

A) Prospect will probably desire being presented with many precise options.

B) Prospect will probably desire to understand the details.

C) Prospect will probably desire an option that meets all of their criteria.

D) Prospect will probably desire an organized, detailed discussion and presentation.

E) Prospect will probably desire a discussion that helps facilitate a decision.

96) You should remember about a prospect with a senser personality all of the points, EXCEPT?

A) They will desire a discussion that helps facilitate a decision

B) They are action-oriented and might seem impatient to understand the details.

C) They might be seen as focused or assertive.

D) They are probably pragmatic.

E) It's probably a good idea to dive into the minutia of details.

97) When preparing a sales presentation to a prospect with an intuitor personality, a salesperson should pay attention to all of the points, EXCEPT?

A) Prospect will probably desire to have a salesperson who can provide knowledge they can learn from.

B) Prospect will probably desire to evaluate multiple options.

C) Prospect will probably desire to be a little guarded and not provide a great deal of helpful feedback.

D) Prospect will probably desire to understand how you can help them with their goals or vision.

E) Prospect will probably desire being presented with precise options.

98) The two skills to being a good sales communicator are effectively being able to:

A) request and receive persuasive signals.

B) ask and answer open-ended questions.

C) organize and summarize statistics.

D) prepare and present information.

E) encode and decode messages.

99) During sales presentations, Tyrone, a computer salesperson, asks prospects various questions about previous experiences with other computers and their opinions about the quality and price of the computers he sells. Tyrone uses ________, a good tool of the successful salesperson.

A) targeting

B) empathy

C) selective questioning

D) probing

E) problem solving

100) The appliance salesperson asked the prospect, "What do you like best about the competitor's washing machines?" "Do you think you have ever paid too much for a new washer?" "Are you happy with how well your current washer cleans your clothes?" The salesperson, in this case, has used:

A) probing.

B) channel narrowing.

C) objection refutation.

D) discriminators.

E) encoding questions.

101) ________ refers to the gathering information and uncovering customer needs by using one or more questions.

A) Probing

B) Communication narrowing

C) Objection refutation

D) Question empathizing

E) Interrogative encoding

102) In terms of the communication process, probing serves to stimulate which of the following?

A) Sending

B) Decoding

C) Receiving

D) Feedback

E) Channeling

103) All of the following are true of feedback during a sales presentation EXCEPT that it:

A) can be obtained by asking probing questions.

B) requires the salesperson to receive and decode it.

C) must often be sought during a presentation.

D) refers to a recognizable response from the buyer.

E) requires a verbal response for clarification.

104) Which of the following statements about feedback is INCORRECT?

A) It may be appropriate to use questions that obtain negative feedback.

B) If a salesperson fails to notice the feedback signals being sent by a prospect, no feedback occurred.

C) In planning a presentation, it is impossible to predetermine when and what feedback-producing questions to ask.

D) It may be appropriate to use questions that obtain positive feedback.

E) Feedback can be verbal or nonverbal.

105) According to the text, why do some sales trainers encourage salespeople to plan questions to ask during sales presentations?

A) Determine how a prospect feels about their current supplier

B) Request additional information about their own products

C) Gather statistical information for MCI management

D) Provide positive feedback about MCI to buyers

E) Assess verbal and nonverbal feedback about MCI

106) The salesperson was using ________ in her sales presentation when she asked, "I was so sorry to hear about the break-in at your warehouse. Is there any way that I can help you deal with this problem?"

A) persuasion

B) communication control

C) a trial close

D) acceptance signals

E) empathy

107) Empathy is defined as the:

A) ability to ignore conflicting communication signals.

B) method used to respond to buyer feedback.

C) ability to identify and understand the other person's feelings, ideas, and situation.

D) ability to change a person's belief, position, or course of action.

E) gathering of information and uncovering customer needs by using one or more questions.

108) Identify the correct statement about the KISS rule as it applies to salespeople.

A) Ask questions to encourage feedback

B) Remember how important empathy is

C) Use persuasive powers to the utmost

D) Maintain a simple presentation style

E) Listen to buyers' responses

109) The KISS rule advises salespeople to:

A) keep it simple.

B) know your inventory stock.

C) know innovative solutions.

D) be knowledgeable in sales.

E) keep the "I" in sales success.

110) A flower distributor asked the Selecta Farms sales representative if the company had any red roses in stock. The sales representative listed six varieties of red roses and 27 varieties of reddish-pink roses that Selecta Farms had available. The sales representative most likely forgot:

A) the ADAPT rule.

B) the KISS rule.

C) how to empathize with buyers.

D) to use proof statements.

E) to use the SELL sequence.

111) Which of the following statements about listening is most likely true?

A) Listening is vital to success in selling

B) Visual aids play no part in the listening process

C) People can talk approximately twice as fast as they can listen

D) Listening refers to the process of trying to detect sounds

E) Salespeople often believe that their job is to listen rather than to talk

112) The text describes three levels of listening. The lowest level is ________ listening.

A) marginal

B) evaluative

C) peripheral

D) negligible

E) active

113) ________ occurs when listeners are easily distracted by their thoughts.

A) Marginal listening

B) Evaluative listening

C) Active listening

D) Peripheral listening

E) Transitional listening

114) John Hagen, a veteran appliance salesperson, is in an interview with a potential prospect. As the prospect talks about how more people are renting appliances rather than buying them, Hagen replies, "Really? That's interesting. So how many refrigerators do you want to order?" Hagen is engaged in ________ listening.

A) marginal

B) active

C) evaluative

D) routine

E) borderline

115) At the ________ level of listening, the listener actively tries to hear what the prospect says but does not make an effort to understand the intent.

A) intermediate

B) transitional

C) marginal

D) evaluative

E) active

116) Eli is a not-too-successful salesperson who recently attended a seminar on improving listening. As a result of what Eli learned at the seminar, he is actively trying to hear what the prospect is saying. Unfortunately, Eli did not get the whole point of his seminar because he is not making the effort to understand the meaning behind what the prospect actually says. At what level of listening is Eli functioning?

A) Marginal listening

B) Active listening

C) Borderline listening

D) Evaluative listening

E) Peripheral listening

117) Identify the level of listening most people engage in.

A) Marginal listening

B) Routine listening

C) Active listening

D) Evaluative listening

E) Peripheral listening

118) When we are engaged in ________ listening, it is easy to become distracted by emotion-laden words. When we hear them, we may become obsessed with the words and wonder what to do about them rather than continue listening.

A) marginal

B) routine

C) peripheral

D) evaluative

E) context-driven

119) The text describes three levels of listening. ________ listening is considered the most effective listening level.

A) Evaluative

B) Marginal

C) Active

D) Participative

E) Cooperative

120) As she listens to her customer, Tina refrains from evaluating the message and considers the customer's point of view. Tina is engaged in ________ listening.

A) dynamic

B) participative

C) non-routine

D) active

E) responsive

121) Which of the following would LEAST likely improve a salesperson's listening skills?

A) Asking questions to clarify meaning

B) Watching for nonverbal messages

C) Projecting positive nonverbal signals

D) Recognizing feelings and emotions

E) Focusing on emotion-filled words

122) According to self-concept theory, which term refers to how people see themselves?

A) Real self

B) Self-image

C) True self

D) Ideal self

E) Looking-glass self

123) According to the text, an untrained listener will most likely understand and remember ________ of a conversation soon after it occurs.

A) 10%

B) 25%

C) 50%

D) 75%

E) 90%

124) Enthusiasm in sales is the ability to:

A) express a willingness to create long-term relationships.

B) show excitement toward a product or customer.

C) turn disagreement signals into acceptance signals.

D) understand the other person's feelings and situation.

E) change a person's belief, position, or course of action.

125) Salespeople can establish credibility with their customers by doing all of the following EXCEPT:

A) listening to specific customer needs.

B) being continuously empathetic.

C) being enthusiastic about their work.

D) using proof statements effectively.

E) being aggressively persuasive.

126) ________ refers to a statement that substantiates claims made by the salesperson.

A) KISS

B) Feedback assertion

C) Message allegation

D) Proof statement

E) Source credibility

127) A salesperson trying to sell gym memberships to new mothers uses letters from doctors to support his claim that exercise helps improve mental health while raising young children. The salesperson is using:

A) decoded response.

B) source media.

C) proof statements.

D) proofs of credibility.

E) objection eliminators.

128) Define communications in a sales context.

129) In terms of the basic communications model, categorize the salesperson and the sales presentation.

130) What are the four major nonverbal communication channels?

131) Why is it important for salespeople to be aware of the physical space between themselves and their prospects?

132) What are the five communication mediums that a buyer uses to send nonverbal signals? Why should salespeople recognize such signals?

133) The buyer is leaning forward, his arms are relaxed and open, his face is smiling, and his legs are crossed and pointed toward the salesperson. What should the salesperson do?

134) Why is it important for a salesperson to recognize and adjust his/her presentation when a buyer is showing caution signals?

135) What are the characteristics of thinkers and feelers? How should a salesperson adapt a presentation for each type of person?

136) Give three examples of probing questions that could be asked by someone selling new cars. Students' answers will vary based on their creativity. Examples include "What kind of car do you picture yourself driving?" "How do you plan to use the car?" "What kind of sacrifices are you willing to make so that your car will not add to pollution problems?" "What kinds of cars do your family and friends drive?" "What made you think you might want to own this model of car?"

137) Differentiate between hearing and listening.

138) Describe the three levels of listening, starting with the lowest level. What happens as you move from the first to the third level?

139) In the basic communication model, what is the designation used for the sales presentation itself?

140) Which type of territorial space is most commonly used for sales presentations?

141) What is the most common way for two people to touch one another during a business situation?

142) What are three characteristics of a senser personality type?

143) What is adaptive selling?

144) With which element of the communication process is probing most closely associated?

145) What is empathy?

146) What is the KISS rule?

147) What is the difference between marginal, evaluative, and active listening?

148) Clearwater Hampers is a small British company that sells luxury food and drink in various combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market where gift-giving is increasingly tricky. Corporate customers, both in the United Kingdom and abroad, are important to the business. Clearwater has had several orders for more than a quarter of a million dollars. The company's leading salesperson, Peter Austin, is preparing the approach he will use during his first sales call on the CEO of Diamonite, a company that specializes in designing, manufacturing, and installing aircraft interiors for executives and heads of state.

"Can you really create culturally-sensitive baskets that will not offend any of our customers?" the CEO asked after listening to Austin's sales presentation. The CEO's question is an example of:

A) observation.

B) feedback.

C) noise.

D) decoding.

E) transfer.

149) Clearwater Hampers is a small British company that sells luxury food and drink in various combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market where gift-giving is increasingly tricky. Corporate customers, both in the United Kingdom and abroad, are important to the business. Clearwater has had several orders for more than a quarter of a million dollars. The company's leading salesperson, Peter Austin, is preparing the approach he will use during his first sales call on the CEO of Diamonite, a company that specializes in designing, manufacturing, and installing aircraft interiors for executives and heads of state.

Respect for territorial space means that Austin should not enter the CEO's ________ space.

A) intimate

B) personal

C) social

D) private

E) public

150) Clearwater Hampers is a small British company that sells luxury food and drink in various combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market where gift-giving is increasingly tricky. Corporate customers, both in the United Kingdom and abroad, are important to the business. Clearwater has had several orders for more than a quarter of a million dollars. The company's leading salesperson, Peter Austin, is preparing the approach he will use during his first sales call on the CEO of Diamonite, a company that specializes in designing, manufacturing, and installing aircraft interiors for executives and heads of state.

As Austin presents product information to the CEO of Diamonite, he notices that the CEO is leaning back in his chair and smiling, with his hands and arms in a relaxed position. The prospect is giving ________ signals.

A) neutral

B) disagreement

C) cautionary

D) bored

E) acceptance

151) Clearwater Hampers has over 60 models of baskets it uses to create its picnic hampers. In addition, it selects from more than 300 different products for each hamper. Several situational factors determine what style of basket is used and what is placed in the baskets including price, recipients, and whether the basket is a seasonal gift. If Austin were to describe each basket style and each potential product in detail during his sales presentation, he would be guilty of:

A) forgetting the SELL process.

B) breaking the KISS rule.

C) feedback resistance.

D) source manipulation.

E) perceptual excess.

152) When Austin asks the CEO of Diamonite about the amount of money he is prepared to spend on an individual hamper, and if the hampers are to be seasonal gifts, Austin is engaging in:

A) transactional selling.

B) source partnering.

C) investigative selling.

D) probing.

E) manipulation.

153) Testimonials from satisfied customers would be one way that Austin could establish:

A) persuasive ability.

B) source acceptance.

C) credibility.

D) empathy.

E) active listening.