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