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