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Chapter 04 Using Communication Principles to Build Relationships
Answer Key
True / False Questions
1.
Feedback in sales communication can be either verbal or nonverbal.
2.
While describing a complex machine to a customer, Tiana notices that the customer looks
puzzled. She asks the customer what part of the presentation needs further explanation.
The customer replies, "I would like to know more about how can the machine help me
save on electricity bills." Tiana then provides the requested details. This scenario best
illustrates two-way communication.
3.
When making her sales presentation to an important customer, Sarah is frequently
interrupted by announcements coming through her company's speaker system. In this
scenario, Sarah is most likely experiencing noise.
4.
The 80-20 listening rule suggests that salespeople should try to speak 80 percent of the
time and listen no more than 20 percent of the time.
5.
The fact that people generally speak at a faster rate than they listen attributes toward the
speaking-listening differential.
6.
In the context of voice characteristics, articulation refers to the tone or pitch of speech
and is used to reduce monotony.
7.
During a sales interaction, the salesperson should verify the information he or she is
collecting from the customer, and a useful way to do this is to repeat—word for word—
what has been said.
8.
At critical spots in a sales presentation, the salesperson should present his or her mentally
prepared summary.
9.
During face-to-face communication, voice characteristics account for 90 percent of the
message received.
10.
Salespeople can collect information by observing their customers' body language.
11.
Body movements directed toward a person indicate boredom, apprehension, or possibly
anger.
12.
In the context of nonverbal communication, side-to-side movements indicate a positive
outlook, whereas back-and-forth motions suggest insecurity and doubt.
13.
During a sales presentation, if the customer's eyes are positioned to the left, it suggests
that the customer is considering the logic and facts in the presentation.
14.
Broader and vigorous arm movements indicate that a customer is emphatic about the
point being communicated verbally.
15.
The muscles around the eyes reveal whether a smile is real or polite.
16.
During a sales presentation, a contemplative posture is considered a negative nonverbal
signal.
17.
Mirroring is an act of practicing one's own nonverbal signals in front of a mirror.
18.
During a sales call, the buyer can spot nongenuine nonverbal signals coming from the
salesperson.
19.
Slicing hand movements and pointing a finger are mild gestures and should be used
frequently during sales presentations.
20.
Hand gestures presented at about the height of a salesperson's navel help the
salesperson come across as truthful.
21.
In the context of the four distance zones people use when interacting in business and
social situations, salespeople should generally begin customer interactions at the public
zone.
22.
In the context of the four distance zones people use when interacting in business and
social situations, the intimate zone is reserved for a salesperson's supervisor.
23.
Physical appearance, specifically dress style, is an aspect of nonverbal communication
that affects a customer's evaluation of a salesperson.
24.
In the context of appearance, an old rule is to dress one level below your position.
25.
Active listening is as important when conversing over the phone as when conversing in
person.
26.
In the context of using proper techniques and etiquette when leaving voice mail messages,
a little casual conversation up front is acceptable.
27.
In the context of using proper techniques and etiquette when leaving voice mail messages,
one should avoid asking for a callback.
28.
In the context of e-mail and text message communication, salespeople are discouraged
from delivering bad news via e-mails or texts.
29.
Salespeople should not send long e-mail messages or large attachments unless buyers
are expecting them.
30.
In the context of e-mail and text message communication, it is advisable to avoid using
white spaces and in-line subheads in an e-mail because it hinders readability.
Multiple Choice Questions
31.
The translation of thoughts into words is called _____.
32.
According to the communication process, when a salesperson develops a sales
presentation, he or she is actively involved in:
33.
Virginia sees Carl, her high school friend, at a traffic signal after 15 years. She honks and
waves to say "hello." Carl does not recognize her and thinks that a stranger is honking
because of the way he changed his lane. In this scenario, Carl is facing a problem _____
the message.
34.
During a sales presentation, the salesperson, Kiara, informs the customer that the Zeus
water reclamation system is the best system available in the market in the $50-$60 price
range. He misunderstands the description partly because of the unnecessary technical
details and partly because of the distraction caused by his secretary who comes in during
the presentation and asks for his signature. In the context of the communication process,
Kiara is _____, the customer is _____, and the secretary is _____ in this scenario.
35.
Clara meets her client Jonathon for a business presentation at a café suggested by him.
As soon as their meeting begins, the café gets very crowded and noisy. They are unable to
concentrate on their discussion. Which of the following should Clara do in order to prevent
a communication breakdown with her client?
36.
Which of the following is a significant part of a salesman's voice characteristics?
37.
During sales presentations, salespeople should vary the loudness of their speech to
essentially:
38.
When a speaker attempts to draw a parallel between one thing and another, he or she is
using a(n) _____.
39.
The 80-20 _____ suggests that salespeople should try to listen 80 percent of the time and
talk no more than 20 percent of the time.
40.
One way to define the speaking-listening differential is to say that:
41.
One way to illustrate _____ is to say that Ned can speak at a rate of around 120 to 160
words per minute, but he can listen to more than 800 words per minute.
42.
Which of the following problems is associated with the speaking-listening differential?
43.
During a sales presentation, the salesperson, Clara, listens to her customer rather than
describing her product to the customer. She nods her head and uses verbal cues such as
"I see," "Uh-huh," and "That's interesting" to encourage the conversation. In this scenario,
Clara is:
44.
Tayler pays careful attention to what her client Jack says and sorts out important facts
from irrelevant ones. While maintaining eye contact and nodding her head at appropriate
intervals, she communicates that she is interested in and understands what is being said.
In this scenario, Tayler is engaged in:
45.
Which of the following is a suggestion for active listening?
46.
Which of the following is a suggestion for active listening?
47.
Which of the following statements about active listening is FALSE?
48.
As soon as Jennifer entered her customer's office, the customer started talking about his
problems both at work and at home. Jennifer had planned to discuss the benefits of her
company's newly launched product during this meeting. However, she listened quietly,
asked questions where appropriate, and offered support when required. In this scenario,
Jennifer is mostly likely practicing:
49.
During a sales presentation, the salesperson, Ursula, is unable to understand what her
customer means by his last statement. What should she do to verify her customer's
intent?
50.
During a sales presentation, why does the salesperson, Roger, repeat, word for word, the
negative comment his customer made about the company's service contract?
51.
Andrea works as a technical assistant for a software company. During a customer call, she
asks her customer, "What is it that the new software fails to do?" In this scenario, Andrea
is practicing the active listening skill of:
52.
During a sales presentation, the salesperson, Sabrina, needs to refrain from speaking after
asking her customer a difficult question. Tolerating silence is often important to:
53.
Which of the following statements about body language is true?
54.
Which of the following is a form of nonverbal communication?
55.
During a sale presentation, Michael, the salesperson, notices that his prospect begins to
move back and forth. In this scenario, the prospect's body language most likely indicates
_____.
56.
During a sales presentation, Teresa notices that her customer shifts position in his chair.
In this scenario, which of the following can Teresa conclude about her customer?
57.
Betty, a salesperson, presents her company's new luxury car to customers. During the
presentation, she notices that some of the company's important customers are blinking
rapidly, almost at a rate of 50-60 blinks per minute (bmp). In this scenario, Betty should
be:
58.
In the context of evaluating thought process through customers' eye position during a
sales presentation, eyes focused straight ahead mean that a customer is:
