Question 1

 

2 out of 2 points

 

 The strengths of any social style can be weaknesses if they are not consistent with what a customer wants to deal with. For example, the enthusiasm and dramatic flair of an expressive social style may seem instead to show a person who is: 

 

Selected Answer: 

opinionated and unstable

 

Question 2

.

 

2 out of 2 points

 

 When Tony sells his company’s line of wind chimes to Tom King, the owner of King’s Nursery, he carries one with him and illustrates its melodious sound to the customer. When Tony sells his company’s line of wind chimes to Milt Pressley, the owner of Franklin Hardware, he shows Pressley the sales projections for next year. This ability to vary his sales presentation indicates that Tony is using ______ selling. 

 

Selected Answer: 

adaptive

 

 

Question 3

.

 

2 out of 2 points

 

 On the first day of Barbara’s new sales job, she was given a written sales presentation and told to learn it so she could recite it when she called on prospects. Her sales manager insists she deliver this talk word for word. Barbara will be using a(n) _____ presentation. 

 

Selected Answer: 

standard memorized

 

 

Question 4

.

 

2 out of 2 points

 

 

 Andrea is a technical assistant for a computer company. After listening to the customer, she asks, “What is it the software will not do?” Andrea is practicing the active listening skill of: 

 

Selected Answer: 

asking questions to gain a more complete understanding of what the customer is trying to communicate.

 

Question 5

.

 

2 out of 2 points

 

 When adjusting sales presentations for international audiences, salespeople should recognize: 

 

Selected Answer: 

in low-context cultures words carry most of the information in communication

 

 Question 6

.

 

2 out of 2 points

 

 

 

 _____ feedback provides information about what you are doing right and what you are doing wrong. 

 

Selected Answer: 

Diagnostic

 

Question 7

.

 

2 out of 2 points

 

 

 

 The physical space between two people who are interacting can be divided into four zones. The zone closest to a person (two feet or less) is called the _____ zone. 

 

Selected Answer: 

e.

intimate

 

 Question 8

.

 

2 out of 2 points

 

 

 

 Harvey uses a memorized presentation with a standard introduction and a list of points he wants to make during his sales presentation. Harvey is using a(n) _____ presentation. 

 

Selected Answer: 

outlined

 

Question 9

.

 

2 out of 2 points

 

 

 

 When salespeople communicate in a high-technology environment, they should: 

 

Selected Answer: 

e.

do all of the above

 

 

Question 10

.

 

2 out of 2 points

 

 

 

 During a 30-minute sales call approximately __________ nonverbal signals are exchanged. 

 

Selected Answer: 

800

 

Question 11

.

 

2 out of 2 points

 

 

 

 Each quadrant of the social style matrix defines a different type of person. People who are high in assertiveness and low in responsiveness are: 

 

Selected Answer: 

drivers

 

 Question 12

.

 

2 out of 2 points

 

 

 Adaptive selling suggests that you may have to adjust your selling strategy based on ________________ differences: 

 

Selected Answer: 

all of the above

 

Question 13

.

 

2 out of 2 points

 

 

 

 Which of the following statements describes a problem the speaking-listening differential may cause? 

 

Selected Answer: 

The salesperson may not know what the prospect wants even after the prospect has told him or her.

 

 

Question 14

.

 

2 out of 2 points

 

 Luisa has been in sales about three years. In that time she has learned that different sales presentations are necessary for different customers. In fact, she will often change her presentation during her sales calls depending upon the nature of the selling situation she encounters. Luisa is using: 

 

Selected Answer: 

adaptive selling

 

 

Question 15

.

 

2 out of 2 points

 

 The _____ matrix is a training program for building adaptive selling skills that uses two critical dimensions, assertiveness and responsiveness. 

 

Selected Answer: 

social style

 

Question 16

.

 

0 out of 2 points

 

 

 Will Jones recently quit his job as stockbroker and opened a florist shop. He knows how to arrange flowers and has a lot of contacts in the community, but he is inexperienced when it comes to running a retail flower business. A salesperson who sells all the operating supplies needed by florists is making a sales presentation to Jones. When the salesperson told Jones, “You need a flower stripper,” Jones wondered why he would want to strip the petals off of flowers. Jones’s reaction indicates a problem with: 

 

Selected Answer: 

 

  1. the recency effect & c. word abstraction (FALSE)

 

   Question 17

.

 

2 out of 2 points

 

 

 

 As Karen studies her prospect for cues as to his social style, she should: 

 

Selected Answer: 

ask him about what factors he will consider in selecting a vendor

 

 

Question 18

.

 

2 out of 2 points

 

 

 Which of the following is NOT one of the forms of nonverbal communication? 

 

Selected Answer: 

inflection

 

 Question 19

.

 

2 out of 2 points

 

 In two-way communication, encoding and decoding refer to ______ and ______ thoughts and interpretations. 

 

Selected Answer: 

translating and interpreting

 

 

Question 20

2 out of 2 points

 

 

 

 During a break in the monthly sales meeting David, your company’s newest salesperson tells his sales manager, “I wish I could figure out my new prospect. He is friendly, seems to agree with everything I say, but he keeps postponing a decision about which company will be his primary supplier. It’s driving me nuts!” Based on your knowledge of the social style matrix you can advise David that he is dealing with a(n): 

 

Selected Answer: 

amiable

 

 

Question 21

 

2 out of 2 points

 

 Salespeople should vary the loudness of their speech: 

 

Selected Answer: 

to avoid monotony.

 

 

Question 22 .

 

2 out of 2 points

 

 

 Hand gestures can convey significant information to salespeople. When selling in an international environment, salespeople should remember hand gestures mean: 

 

Selected Answer: 

different things in different cultures

 

Question 23

.

 

2 out of 2 points

 

 _____ refers to how emotional people tend to get in social situations. 

 

Selected Answer: 

Responsiveness

 

 

Question 24

.

 

2 out of 2 points

 

 

 A(n) _____ is a computer program that contains the knowledge, rules, and decision processes employed by experts and then uses these elements to solve problems, suggest strategies, and provide advice. 

 

Selected Answer: 

expert system.

 

 

Question 25

.

 

2 out of 2 points

 

 

 Which of the following would be the WORST bit of advice for a new salesperson for an office machine manufacturer to follow? 

 

Selected Answer: 

Be a leader and wear the latest fashions.