Unlock document.
This document is partially blurred.
Unlock all pages and 1 million more documents.
Get Access
Name:
Class:
Date:
Chapter 04: Communication Skills
Copyright Cengage Learning. Powered by Cognero.
Page 1
True / False
1. Trust-based sales communication is a one-way communication in which the salesperson's focus is to convince the
prospective buyer to make a purchase.
a.
True
b.
False
ANSWER:
False
2. The purpose of sales communication is to seek agreement from the prospective buyer.
a.
True
b.
False
ANSWER:
False
3. Written communication skills is not one of the critical capabilities for effective selling.
a.
True
b.
False
ANSWER:
False
4. Open-ended questions limit the customer’s response to one- or two-word answers.
a.
True
b.
False
ANSWER:
False
5. In order to collect important information concerning the needs of a buyer, a salesperson should utilize tactical
questions.
a.
True
b.
False
ANSWER:
False
6. Salespeople often combine different types of questions to accomplish multiple and closely related sales objectives.
a.
True
b.
False
ANSWER:
True
7. Although obtaining information is important, some questions salespeople may ask are designed only to show interest.
a.
True
b.
False
ANSWER:
True
8. Sales aids such as samples, brochures, graphs, and comparative charts can be left with the buyer to continue selling
until the salesperson's next call on the buyer.
a.
True
b.
False
ANSWER:
True
9. In the presence of proper grammar, the receiver of a sales message dismisses the sender and the sender's organization as
Name:
Class:
Date:
Chapter 04: Communication Skills
Copyright Cengage Learning. Powered by Cognero.
Page 2
being unqualified to perform the role of an effective supplier and partner.
a.
True
b.
False
ANSWER:
False
10. A discussion or presentation that jumps around runs the risk of being inefficient and ineffective.
a.
True
b.
False
ANSWER:
True
11. Salespeople begin working with a prospect at the far end of the intimate zone.
a.
True
b.
False
ANSWER:
False
12. The rate at which a person speaks often has no effect on how others will perceive him or her.
a.
True
b.
False
ANSWER:
False
13. A falling pitch during a message is associated with questions and can often be perceived as reflecting uncertainty.
a.
True
b.
False
ANSWER:
False
Multiple Choice
14. The purpose of trust-based sales communication is:
a.
to allow the salesperson to dominate and control a selling conversation.
b.
to seek the buyer's commitment.
c.
to get an order from the buyer.
d.
to reach an understanding between the buyer and the seller.
e.
to achieve an agreement between the buyer and the seller.
ANSWER:
d
15. In the context of sales communication, which of the following is an advantage of having effective trust-based sales
communication skills?
a.
They assist the buyers and the salespeople in coming to an agreement.
b.
They allow salespeople to identify buyers' needs and accurately convey proposed solutions.
c.
They make it easier for the salesperson to communicate with the buying organization.
d.
They ensure that the salesperson gets the most out of the selling conversation.
e.
They allow the buyer to maintain a subtle level of control in the selling conversation.
ANSWER:
b
16. Kim is a salesperson for ABC Advertising. She is having trouble maintaining control of her sales calls. Kim finds that
Name:
Class:
Date:
Chapter 04: Communication Skills
Copyright Cengage Learning. Powered by Cognero.
Page 3
her customers often go off on tangents and talk about relatively unimportant things until her time with those customers is
up. Kim could benefit by:
a.
improving her questioning skills and using carefully crafted questions.
b.
being candid with her customers by telling them they are wasting her time.
c.
talking more during the sales call so the customers do not have a chance to go off on tangents.
d.
being more formal and less friendly during the sales call.
e.
changing the direction of the conversation by using nonverbal gestures.
ANSWER:
a
17. Which of the following is an example of an open-end question?
a.
How many employees to have?
b.
Did you say you are already working with another supplier?
c.
How do you currently assess the performance of your suppliers?
d.
Are you interested in making a purchase today?
e.
Which do you prefer, tea or coffee?
ANSWER:
c
18. Which of the following is true of open-end questions?
a.
These questions limit the customer’s response to one or two words and are used to confirm or clarify
information gleaned from responses to previous questions.
b.
These questions ask customers to choose from two or more options and are used in selling to discover
customer preferences and move the purchase decision process forward.
c.
These questions are designed to penetrate below generalized or superficial information to elicit precise details
for use in needs discovery and solution identification.
d.
These questions are designed to go beyond generalized fact finding and uncover prospects' perceptions and
feelings regarding existing and desired circumstances and potential solutions.
e.
These questions are designed to let customers respond freely and encourage the customer’s thought processes.
ANSWER:
e
19. Which of the following is an example of a closed-end question?
a.
How do you determine sales goals for each region?
b.
Why are your customers currently unhappy?
c.
Is this the primary reason you are interested in switching suppliers?
d.
How do you currently process orders?
e.
Why do you prefer using eco-friendly materials?
ANSWER:
c
20. _____ are designed to penetrate below generalized or superficial information to elicit more articulate and precise
details for use in needs discovery and solution identification.
a.
Evaluative questions
b.
Multiple-choice questions
c.
Probing questions
d.
Tactical questions
e.
Closed-end questions
Name:
Class:
Date:
Chapter 04: Communication Skills
Copyright Cengage Learning. Powered by Cognero.
Page 4
ANSWER:
c
21. The question "That sounds like an important issue, could you give me an example of what you mean?" is an example
of which of the following types of question?
a.
Evaluative questions
b.
Probing questions
c.
Reactive questions
d.
Tactical questions
e.
Dichotomous questions
ANSWER:
b
22. Which of the following types of questions is used to uncover prospects' perceptions and feelings regarding existing
and desired circumstances and potential solutions?
a.
Evaluative questions
b.
Reactive questions
c.
Probing questions
d.
Tactical questions
e.
Dichotomous questions
ANSWER:
a
23. The question, "Do you see the merits of the solution I'm proposing?" is an example of which of the following types of
questions?
a.
Evaluative questions
b.
Multiple-choice questions
c.
Probing questions
d.
Tactical questions
e.
Reactive questions
ANSWER:
a
24. Which of the following types of questions will be used by a salesperson to change topics when proceeding on a
forbidden or nonproductive line of questioning?
a.
Evaluative questions
b.
Reactive questions
c.
Probing questions
d.
Tactical questions
e.
Dichotomous questions
ANSWER:
d
25. _____ are questions that refer to or directly result from information the other party previously provided.
a.
Dichotomous questions
b.
Evaluative questions
c.
Tactical questions
d.
Probing questions
e.
Reactive questions
Name:
Class:
Date:
Chapter 04: Communication Skills
Copyright Cengage Learning. Powered by Cognero.
Page 5
ANSWER:
e
26. Which of the following is true of strategic questions?
a.
Strategic questions are used by salespeople to dominate conversations and interactions with buyers.
b.
Strategic questions make it easier for the salesperson to assume what the buyer has said.
c.
Strategic questions use complex and indirect questions to gain the buyer's commitment.
d.
Strategic questions make the salesperson rely more on spontaneity while questioning the buyer.
e.
Strategic questions stimulate buyers and salespeople to think thoroughly and pragmatically.
ANSWER:
e
27. Which of the following best describes the purpose of the SPIN (situation questions, problem questions, implication
questions, and need-payoff questions) questioning system?
To encourage buyers to disclose personal and business information
a.
To involve the buyer in the sales presentation
b.
To uncover a buyer's inherent problems
c.
To make salespeople less averse to rejection
d.
To gain the buyer's commitment to a purchase
e.
ANSWER:
b
28. According to the SPIN questioning system, _____ are used early in a sales call and provide salespeople with leads to
develop the buyer's needs and expectations fully.
a.
need-payoff questions
b.
discovery questions
c.
problem questions
d.
situation questions
e.
implication questions
ANSWER:
d
29. According to the SPIN questioning system, "Do you use telemarketing or mobile marketing?" is an example of a(n)
_____ question.
a.
activation
b.
problem
c.
implication
d.
situation
e.
indication
ANSWER:
d
30. Rachael is a salesperson who asks questions related to the buyer's needs and specifications to keep the conversation
going. Rachael does this in order to:
a.
resist an urge to interrupt the buyer.
b.
clarify what the buyer is saying.
c.
understand what the buyer is saying.
d.
help the buyer stay on track.
Name:
Class:
Date:
Chapter 04: Communication Skills
Copyright Cengage Learning. Powered by Cognero.
Page 6
e.
visualize what the buyer is saying
ANSWER:
d
31. Which of the following components of active listening addresses the question of "What meaning does the sender
intend?"
a.
Sensing
b.
Implying
c.
Interpreting
d.
Seeing
e.
Evaluating
ANSWER:
c
32. Which of the following components of active listening requires noting the verbal and nonverbal cues from the sender
along with consistencies and inconsistencies between them?
a.
Seeing
b.
Listening
c.
Evaluating
d.
Interpreting
e.
Responding
ANSWER:
d
33. Which of the following can be done by salespeople to send strong signals of interest and understanding to potential
buyers?
a.
Avoiding eye contact with the sender
b.
Restating and paraphrasing the sender's message
c.
Avoiding asking questions once the sender's message is received
d.
Avoiding smiling and nodding when the sender is speaking
e.
Evaluating the message after the sender is through speaking
ANSWER:
b
34. Sarah is sitting for an interview. She notices that her interviewer is nodding and smiling when she answers a question.
In this scenario, Sarah’s interviewer:
a.
is trying to assume what Sarah might be conveying.
b.
is understanding what Sarah is saying.
c.
is indicating that Sarah's message has not been received.
d.
is trying to elicit additional information from Sarah.
e.
is disinterested in what Sarah is saying.
ANSWER:
b
35. Which of the following is a difference between a weak listener and a strong listener?
a.
A weak listener listens for facts, whereas a strong listener listens for central themes.
b.
A weak listener does not react to emotional words, whereas a strong listener does react to emotional words.
c.
A weak listener listens to dry subjects, whereas a strong listener tunes out dry subjects.
d.
A weak listener takes fewer notes, whereas a strong listener takes intensive notes.
Name:
Class:
Date:
Chapter 04: Communication Skills
Copyright Cengage Learning. Powered by Cognero.
Page 7
e.
A weak listener skips over delivery errors, whereas a strong listener focuses on delivery errors.
ANSWER:
a
36. Which of the following is a true of a strong listener?
a.
Strong listeners listen for facts.
b.
Strong listeners react to emotional words.
c.
Strong listeners evaluate and enter arguments prior to the completion of a message.
d.
Strong listeners resist distractions and know how to concentrate.
e.
Strong listeners take intensive and detailed notes.
ANSWER:
d
37. Which of the following is true of pictures?
a.
They enhance understanding and are easy to recall.
b.
They convey concrete and detailed meaning.
c.
They enhance the meaning and credibility of a message.
d.
They are less memorable than their verbal counterparts.
e.
They cannot be used to reinforce verbal messages.
ANSWER:
a
38. Which of the following is true of concrete expressions?
a.
They provide the receiver with greater information.
b.
They convey a broad and general understanding of the information.
c.
They are more memorable than pictures.
d.
They are more likely to be misunderstood than abstract expressions.
e.
They force the receiver to focus on the sender rather than the message.
ANSWER:
a
39. Which the following is a characteristic of nonverbal language?
a.
It can be used to manipulate a selling situation.
b.
It cannot be used while explaining details.
c.
It includes variations in vocal characteristics.
d.
It is extremely easy to control.
e.
It does not convey any meaning.
ANSWER:
c
40. Chris is drumming his fingers on the table during a company meeting. In this case, which of the following nonverbal
messages is Chris communicating?
a.
Evaluation
b.
Anger
c.
Defensiveness
d.
Impatience
e.
Suspicion
ANSWER:
d
Name:
Class:
Date:
Chapter 04: Communication Skills
Copyright Cengage Learning. Powered by Cognero.
Page 8
41. Claire is a sales manager. She is conducting an interview for a trainee sales position. During the interview, Claire is
leaning back in her chair and has both hands placed behind her head. Which of the following nonverbal messages is she
conveying?
a.
Confidence
b.
Interes
c.
Smugness
d.
Disinterest
e.
Boredom
ANSWER:
c
42. When speaking with someone on a job interview or sales call, which of the following body postures is most
appropriate?
a.
Sitting back in the chair with your feet up
b.
Sitting and leaning forward, or sitting on the edge of a chair
c.
Leaning back with both hands placed behind your head
d.
Positioning the chair very close to the interviewer
e.
Sitting with a rigid posture with arms and legs crossed
ANSWER:
b
43. Jillian, a salesperson, is in the middle of a sales dialogue with a prospect. She notices that the prospect backs away
each time she steps within four feet of him or her to talk. Which of the following is most likely causing this?
a.
Jillian seems incompetent to the prospect.
b.
Jillian seems threatening to the prospect.
c.
Jillian seems nervous to the prospect.
d.
Jillian seems defensive to the prospect.
e.
Jillian seems disinterested to the prospect.
ANSWER:
b
44. A salesperson's verbal messages are often misinterpreted if:
a.
his or her sales presentation skills are lacking.
b.
his or her listening skills are lacking.
c.
his or her speaking rate is jerky during the selling communication.
d.
he or she is in the social zone of the buyer.
e.
he or she is not using any nonverbal clusters in the selling communication.
ANSWER:
c
45. A person holding good eye contact with the speaker during a presentation is:
a.
considering the message.
b.
feeling defensive and apprehensive.
c.
displaying openness and sincerity.
d.
dishonest and secretive.
e.
impatient and disinterested.
ANSWER:
c
Name:
Class:
Date:
Chapter 04: Communication Skills
Copyright Cengage Learning. Powered by Cognero.
Page 9
Completion
46. Talking with the customer rather than at the customer is the basis of _________.
ANSWER:
trust-based sales communication
47. Questions that refer to or directly result from information the other party previously provided are called _________.
ANSWER:
reactive questions
48. According to the SPIN questioning system, the purpose of _________ is to assist a buyer in thinking about the
potential consequences of a problem and understand the urgency of resolving the problem in a way that motivates him or
her to seek a solution.
ANSWER:
implication questions
49. _________ are one of the five stages of questions in the ADAPT questioning system that do not seek conclusions but
rather should address the buyer's company and operations, goals and objectives, market trends and customers, current
suppliers, and even the buyer as an individual.
ANSWER:
Assessment questions
50. According to the ADAPT system of questioning, _________ follow up on the responses gained from preceding
assessment questions and should drill down and probe for further details needed to fully develop, clarify, and understand
the nature of the buyer's problems.
ANSWER:
discovery questions
51. _________ is a form of listening that is associated with events or topics in which it is important to sort through,
interpret, understand, and respond to received messages.
ANSWER:
Serious Listening
52. The _________ depicts active listening as a hierarchical, four-step sequence of sensing, interpreting, evaluating, and
responding.
ANSWER:
SIER model
53. _________ such as samples, brochures, and charts reinforce the verbal message and enhance the receiver's
understanding and recall.
ANSWER:
Sales aids
54. _________ refers to the conscious and unconscious reactions, movements, and utterances that people use in addition
to the words and symbols associated with language.
ANSWER:
Non-verbal communication
55. _________ refers to the personal distance that individuals prefer to keep between themselves and other individuals
and is an important element of nonverbal communication.
ANSWER:
Proxemics
56. _________ refer to groups of related nonverbal expressions, gestures, and movements that can be interpreted to better
understand the true message being communicated.
ANSWER:
Nonverbal clusters
