Question 1

Which of the following is true of implication questions?

Accepted Answer

A)   They are used to divert a buyer's attention from a problem.
B)   They refocus a buyer's attention to solutions rather than problems.
C)   Their purpose is to propose a solution and develop commitment from a buyer.
D)   Their purpose is to assist a buyer in thinking about the potential consequences of a problem.
E)   They focus on educating a buyer about the need to ignore minor problems for major gains.F) B) and E)
G) A) and C)

Question 2

In the context of the SIER model of active listening, which of the following is a component of active listening that requires noting the verbal and nonverbal cues in a message along with possible consistencies and inconsistencies between them?

Accepted Answer

A)   Sensing
B)   Receiving
C)   Hearing
D)   Interpreting
E)   RespondingF) B) and E)
G) B) and D)

Question 3

Which of the following is true of transition questions?

Accepted Answer

A)   They are designed to show the positive impact of solving an existing problem.
B)   They emphasize the identification of the problems of a buyer.
C)   They are typically closed-end and evaluative in format.
D)   They include broad and generalized inquiries to assess a buyer's situation.
E)   They focus at a micro level and follow up on the details gained from assessment questions.F) A) and C)
G) C) and E)

Question 4

Maintaining good eye contact with a buyer during a sales presentation most likely:

Accepted Answer

A)   shows skepticism and doubt.
B)   indicates inference of power.
C)   displays openness and sincerity.
D)   signals dishonesty, disinterest, and boredom.
E)   signifies that the presentation is about to end.F) A) and C)
G) B) and D)

Question 5

_____ is characterized by low levels of cognitive activity and concentration and is typically used in conversation with a friend.

Accepted Answer

A)   Serious listening
B)   Social listening
C)   Total listening
D)   Critical listening
E)   Active listeningF) All of the above
G) C) and E)

Question 6

_____ are defined as groups of related nonverbal expressions, gestures, and movements that can be interpreted to better understand the true message being communicated.

Accepted Answer

A)   Nonverbal cues
B)   Nonverbal learnings
C)   Nonverbal clusters
D)   Nonverbal channels
E)   Nonverbal social experiencesF) A) and E)
G) C) and D)

Question 7

Trust-based sales communication is a one-way communication in which a salesperson's focus is on convincing a prospective buyer to make a purchase.

Accepted Answer

A) True 
 B)False

Question 8

During the annual investors meeting at his company, Chris constantly drums his fingers on the table. In the context of nonverbal communication, this action of Chris is most likely indicative of:

Accepted Answer

A)   his increased levels of evaluation.
B)   his anger.
C)   his defensiveness.
D)   his growing impatience.
E)   his nervousness and apprehension.F) C) and E)
G) A) and B)

Question 9

A sales discussion or presentation that is not sequenced in a logical order runs the risk of being inefficient and ineffective.

Accepted Answer

A) True 
 B)False

Question 10

"Talking with the customer" rather than "talking at the customer" is a characteristic of _____.

Accepted Answer

A)   trust-based sales communication
B)   mass marketing
C)   incentive-based sales communication
D)   traditional selling
E)   transaction-based sales communicationF) All of the above
G) B) and C)

Question 11

In the context of the SPIN questioning system, _____ follow and relate to the information flowing from problem questions.

Accepted Answer

A)   need-payoff questions
B)   implication questions
C)   assessment questions
D)   situation questions
E)   integrity questionsF) A) and E)
G) All of the above

Question 12

In the context of the SPIN questioning system, _____ follow the more general situation questions to further probe for specific difficulties, developing problems, and areas of dissatisfaction that might be positively addressed by a salesperson's proposed sales offering.

Accepted Answer

A)   need-payoff questions
B)   implication questions
C)   projection questions
D)   problem questions
E)   activation questionsF) All of the above
G) A) and D)

Question 13

The meaning and credibility of a message are significantly downgraded:

Accepted Answer

A)   in the absence of pictures and videos.
B)   in the absence of continuous eye contact.
C)   if the sender uncrosses his arms and legs while communicating.
D)   if the sender uses varying speech rates while communicating.
E)   in the absence of proper grammar.F) A) and E)
G) B) and E)

Question 14

Which of the following can improve sensing skills in listeners?

Accepted Answer

A)   Avoiding eye contact
B)   Taking notes
C)   Interrupting the speaker for clarification
D)   Evaluating a message prior to its completion
E)   Reacting to emotional wordsF) None of the above
G) A) and B)

Question 15

_____ is the sharing of meaning between buying and selling individuals that results from the interactive process of exchanging information and ideas.

Accepted Answer

A)   Incentive-based sales communication
B)   Trust-based sales communication
C)   Aggressive sales communication
D)   Traditional sales communication
E)   Transaction-based sales communicationF) A) and E)
G) B) and C)

Question 16

The SPIN questioning system uses a logical sequencing that begins with broad-based, nonthreatening, general questions.

Accepted Answer

A) True 
 B)False

Question 17

The main purpose of sales communication is to seek an agreement among participants.

Accepted Answer

A) True 
 B)False

Question 18

Claire, a sales manager at ProGuide, is conducting an interview for the position of a sales trainee. During the interview, Claire leans back in her chair and places both hands behind her head. In the context of nonverbal communication, Claire's posture most likely signifies:

Accepted Answer

A)   a positive disposition.
B)   increasing interest.
C)   a perceived sense of smugness.
D)   inflexibility.
E)   defensiveness.F) B) and E)
G) None of the above

Question 19

The critical capabilities for effective selling include nonverbal communication but exclude written communication skills.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following is true of social listening?

Accepted Answer

A)   It requires high levels of concentration to ensure that messages are received.
B)   It is often referred to as active listening.
C)   It is typically used in listening to music, a concert, or a television program.
D)   It is associated with events that require a high degree of thinking to sort through, interpret, and understand.
E)   It is characterized by high levels of cognitive activity.F) All of the above
G) A) and B)

Exam 4: Communication Skills

In the context of the SPIN questioning system, _____ follow the more general situation questions to further probe for specific difficulties, developing problems, and areas of dissatisfaction that might be positively addressed by a salesperson's proposed sales offering.

Correct AnswerverifiedShow Answer

Claire, a sales manager at ProGuide, is conducting an interview for the position of a sales trainee. During the interview, Claire leans back in her chair and places both hands behind her head. In the context of nonverbal communication, Claire's posture most likely signifies:

Correct AnswerverifiedShow Answer

Which of the following is true of implication questions?

Correct AnswerverifiedShow Answer

"Talking with the customer" rather than "talking at the customer" is a characteristic of _____.

Correct AnswerverifiedShow Answer

A sales discussion or presentation that is not sequenced in a logical order runs the risk of being inefficient and ineffective.

Correct AnswerverifiedShow Answer

The critical capabilities for effective selling include nonverbal communication but exclude written communication skills.

Correct AnswerverifiedShow Answer

Which of the following is true of transition questions?

Correct AnswerverifiedShow Answer

_____ is the sharing of meaning between buying and selling individuals that results from the interactive process of exchanging information and ideas.

Correct AnswerverifiedShow Answer

The meaning and credibility of a message are significantly downgraded:

Correct AnswerverifiedShow Answer

The main purpose of sales communication is to seek an agreement among participants.

Correct AnswerverifiedShow Answer

_____ is characterized by low levels of cognitive activity and concentration and is typically used in conversation with a friend.

Correct AnswerverifiedShow Answer

During the annual investors meeting at his company, Chris constantly drums his fingers on the table. In the context of nonverbal communication, this action of Chris is most likely indicative of:

Correct AnswerverifiedShow Answer

_____ are defined as groups of related nonverbal expressions, gestures, and movements that can be interpreted to better understand the true message being communicated.

Correct AnswerverifiedShow Answer

Trust-based sales communication is a one-way communication in which a salesperson's focus is on convincing a prospective buyer to make a purchase.

Correct AnswerverifiedShow Answer

Maintaining good eye contact with a buyer during a sales presentation most likely:

Correct AnswerverifiedShow Answer

In the context of the SPIN questioning system, _____ follow and relate to the information flowing from problem questions.

Correct AnswerverifiedShow Answer

In the context of the SIER model of active listening, which of the following is a component of active listening that requires noting the verbal and nonverbal cues in a message along with possible consistencies and inconsistencies between them?

Correct AnswerverifiedShow Answer

Which of the following can improve sensing skills in listeners?

Correct AnswerverifiedShow Answer

The SPIN questioning system uses a logical sequencing that begins with broad-based, nonthreatening, general questions.

Correct AnswerverifiedShow Answer

Which of the following is true of social listening?

Correct AnswerverifiedShow Answer

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