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.