SELL 4 4th Edition Ingram Test Bank 1

SELL 4 4th Edition Ingram Test Bank
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Chapter 4—Communication Skills
MULTIPLE CHOICE
1. Which of the following best describes the purpose of trust-based sales communication?
a. To seek the buyer's agreement.
b. To seek the buyer's commitment.
c. To obtain an order from the buyer.
d. To seek common understanding between the buyer and seller.
e. To help the buyer understand the salesperson.
ANS: D PTS: 1 DIF: Difficulty: Moderate
REF: p. 88-89 OBJ: LO: 4-1
2. Salespeople need to possess effective trust-based sales communications skills so that they:
a. Can do a better job of asking for the order.
b. Are better able to identify buying needs and accurately convey proposed solutions.
c. Are better able to communicate to the selling organization.
d. Have an advantage over their customers.
e. Both the b and d are correct.
ANS: B PTS: 1 DIF: Difficulty: Moderate
REF: p. 88-89 OBJ: LO: 4-1
3. Kim is a salesperson for ABC Advertising and is having trouble maintaining control of her sales calls.
She finds that her customers often go off on tangents and will talk about relatively unimportant things
until her time with those customers is up. Kim could probably benefit from ____.
a. Improving her questioning skills
b. Being candid with her customers by telling them they are wasting her time
c. Talking more during the sales call so the customers don't have a chance to go off on
tangents
d. Being more formal and less friendly during the sales call
e. All of the above
ANS: A PTS: 1 DIF: Difficulty: Challenging
REF: p. 89 OBJ: LO: 4-1
4. Which of the following is the best 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. All of the above are open-end questions.
ANS: C PTS: 1 DIF: Difficulty: Easy
REF: p. 90 OBJ: LO: 4-2
5. Which of the following is not a type of question described in the text?

a. Open-end questions
b. Closed-end questions
c. Multiple-choice questions
d. Probing questions
e. Interrogative questions
ANS: E PTS: 1 DIF: Difficulty: Easy
REF: p. 90-91 OBJ: LO: 4-2
6. 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. All of the above are closed-end questions.
ANS: C PTS: 1 DIF: Difficulty: Easy
REF: p. 90-91 OBJ: LO: 4-2
7. A salesperson wishing to shift or redirect the topic of discussion should use which of the following
types of questions?
a. Evaluative
b. Reactive
c. Probing
d. Tactical
e. None of the above
ANS: D PTS: 1 DIF: Difficulty: Moderate
REF: p. 91 OBJ: LO: 4-2
8. A salesperson wishing to uncover a prospect's perceptions and feelings regarding a proposed solution
should use which of the following types of questions?
a. Evaluative
b. Reactive
c. Probing
d. Tactical
ANS: A PTS: 1 DIF: Difficulty: Moderate
REF: p. 91 OBJ: LO: 4-2
9. A salesperson wishing to uncover more detailed information should use which the following types of
questions?
a. Evaluative
b. Multiple-choice
c. Probing
d. Tactical
ANS: C PTS: 1 DIF: Difficulty: Moderate
REF: p. 91 OBJ: LO: 4-2
10. "Do you see the merits of the solution I'm proposing?" is an example of which type of question?
a. Evaluative
b. Multiple-choice
c. Probing
d. Tactical
REF: p. 91 OBJ: LO: 4-2
11. "Do you see the merits of the solution I'm proposing?" is an example of which type of questions?
a. Closed-end
b. Multiple-choice
c. Probing
d. Evaluative
e. Both a and d are correct
ANS: E PTS: 1 DIF: Difficulty: Moderate
REF: p. 90-91 OBJ: LO: 4-2
12. If a salesperson were to say "that sounds like an important issue, could you give me an example of
what you mean?" he/she would be asking which type of question?
a. Evaluative
b. Reactive
c. Probing
d. Tactical
REF: p. 91 OBJ: LO: 4-2
13. Which of the following is usually not an objective of strategic questioning?

a. Provoke thinking
b. Gather information
c. Generate buyer involvement
d. Gain confirmation
e. All of the above are objectives of strategy questioning
REF: p. 91-92 OBJ: LO: 4-3
14. Which of the following is not an objective of strategic questioning?

a. Provoke thinking
b. Gather information
c. Generate buyer involvement
d. Gain confirmation
e. Explain Benefits
REF: p. 91-92 OBJ: LO: 4-3
15. The question "So, do you understand how this software will make your employees more productive?"
is attempting to accomplish which of the following objectives?
a. Gain confirmation
b. Closed-ended question
c. Gather information
d. None of the above
e. Both b and c
REF: p. 93 OBJ: LO: 4-3
16. The acronym SPIN stands for?

a. Situation questions, Problem questions, Implication questions, and Need-payoff questions.
b. Situation questions, Personal questions, Indication questions, and Need-payoff questions.
c. Similar questions, Personal questions, Impersonal questions, and New questions.
d. Speak to the decision maker, Probe for needs, Identify problem, Never take no for an
answer.
e. Speak, Probe, Identify, Need-payoff.
ANS: A PTS: 1 DIF: Difficulty: Easy
REF: p. 93 OBJ: LO: 4-3
17. "Do you typically purchase or lease?" is an example of which type of SPIN question?
a. Speak
b. Identify
c. Implication
d. Situation
e. Indication
ANS: D PTS: 1 DIF: Difficulty: Easy
REF: p. 93 OBJ: LO: 4-3
18. A salesperson asking a buyer "Have you had any trouble with your copying equipment?" is asking a
_________ type of SPIN question.
a. Implication
b. Problem
c. Situation
d. Need-Payoff
ANS: B PTS: 1 DIF: Difficulty: Easy
REF: p. 93 OBJ: LO: 4-3
19. A salesperson asking a buyer "How is your productivity affected when your copier is not functioning
properly?" is asking a ____ type of SPIN question.
a. Implication
b. Problem
c. Situation
d. Need-Payoff
REF: p. 93-94 OBJ: LO: 4-3
20. A salesperson asking a buyer "How would your productivity be affected if your copier never stopped
functioning properly?" is asking a ________ type of SPIN question.
a. Implication
b. Problem
c. Situation
d. Need-Payoff
ANS: D PTS: 1 DIF: Difficulty: Challenging
REF: p. 94 OBJ: LO: 4-3
21. Which of the following best describes the purpose of the SPIN questioning system?
a. To involve the buyer in the sales presentation.
b. To uncover the needs of the buyer.
c. To stimulate the buyer's interest in hearing a solution.
d. To gain the buyer's commitment to a purchase.
e. Both b and c are correct.
REF: p. 93 OBJ: LO: 4-3
22. Within the SPIN questioning system, which questions are designed to serve as a transition from need
identification to presentation of solutions?
a. Situation questions
b. Need-payoff questions
c. Implication questions
d. Transition questions
e. Both b and d are correct
ANS: B PTS: 1 DIF: Difficulty: Challenging
REF: p. 94 OBJ: LO: 4-3
23. Which of the following is not a type of question found in the ADAPT questioning system?
a. Assessment questions
b. Activation questions
c. Projection questions
d. Problem questions
e. Transition questions
REF: p. 95 OBJ: LO: 4-4
24. The ADAPT questioning system is similar to the SPIN questioning system in that:
a. Both questioning systems include a sequential set of questions.
b. Both questioning systems seek to uncover needs.
c. Both questioning systems seek to stimulate the buyer's interest in solving uncovered
problem.
d. Both questioning systems may utilize open-end and closed-end questions.
e. All of the above are correct.
REF: p. 94-95 OBJ: LO: 4-4
25. "How well are your current suppliers performing?" is an example of which type of ADAPT question?
c. Discovery questions
e. Transition questions
ANS: C PTS: 1 DIF: Difficulty: Challenging
REF: p. 94-95 OBJ: LO: 4-4
26. "What are the growth objectives of the company?" is an example which type of ADAPT question?
c. Transition questions
e. Discovery questions
REF: p. 94 OBJ: LO: 4-4
27. "How will the supplier's inability to deliver on time affect your planned expansion?" is an example
which type of ADAPT question?
REF: p. 95 OBJ: LO: 4-4
28. If the salesperson is successful with projection questions he/she should:

a. Ask for the order.
b. Ask transition questions.
c. Ask implication questions.
d. Begin presenting a solution.
e. All of the above are correct.
REF: p. 95 OBJ: LO: 4-4
29. "How would a system that your operators found easier to use affect your business operations?" is an
example which type of ADAPT question?
REF: p. 96 OBJ: LO: 4-4
30. "Would you be interested in a system that is easier for your operators to use?" is an example which
type of ADAPT question?
a. Transition questions
REF: p. 97 OBJ: LO: 4-4
31. In order to be an effective listener a salesperson must do which of the following?

a. Pay attention
b. Paraphrase and repeat
c. Make no assumptions about what the buyer is saying
d. Monitor the buyer's nonverbal language
e. All the above are correct
REF: p. 99 OBJ: LO: 4-5
32. Michele is a salesperson who finds it effective to try and ______________ what the buy is saying.
This helps her to pay attention and understand what the buyer is saying.
a. Visualize
b. Discredit
c. Make assumptions
d. Control
ANS: A PTS: 1 DIF: Difficulty: Easy
REF: p. 100 OBJ: LO: 4-5
33. By demonstrating effective listening, a salesperson is able to do which of the following?

a. Help build the buyer's trust
b. Convince the buyer that the salesperson's product is best
c. Always uncover two or three explicit needs
d. Beat out the competition
REF: p. 100 OBJ: LO: 4-5
34. The cognitive process of actively sensing, interpreting, evaluating, and responding to the verbal and
nonverbal messages of present or potential customers is called?
a. Listening
b. Social listening
c. Communication
d. Active listening
e. Really listening
REF: p. 101 OBJ: LO: 4-5
35. The acronym SIER stands for what?

a. Seeing, Interpreting, Earning, and Realizing
b. Sensing, Interpreting, Evaluating, and Responding
c. Sensing, Implying, Earning, and Realizing
d. Sensitive, Interested, Eager, and Responsive
e. None of the above are correct
ANS: B PTS: 1 DIF: Difficulty: Easy
REF: p. 101 OBJ: LO: 4-5
36. Receiving both verbal and nonverbal communication is the objective of which active listening
component?
a. Seeing
b. Sensing
c. Evaluating
d. Earning
e. Responding
REF: p. 101 OBJ: LO: 4-5
37. Drawing meaning from what the buyer is saying (through both verbal and nonverbal communication)
is the objective of which active listening component?
a. Seeing
b. Implying
c. Interpreting
d. Evaluating
e. Sensing
REF: p. 101-102 OBJ: LO: 4-5
38. Conveying interest and understanding is the objective of which active listening component?
a. Implying
b. Interpreting
c. Sensing
d. Evaluating
e. Responding
REF: p. 102 OBJ: LO: 4-5
39. Which of the following is not one of the ten keys to effective listening?
a. Evaluates and judges the message as it is being communicated.
b. Listens for central themes
c. Interprets color words but does not get hung up on them
d. Actively looks for opportunities of common interest
e. Each of the above is one of the keys to effective listening
REF: p. 103 OBJ: LO: 4-6
40. Which of the following are likely to result when a salesperson uses poor grammar in either oral or
written communications?
a. The meaning and credibility of the message are significantly downgraded
b. The receiver begins to focus on the poor grammar rather than the meaning of the message
c. The receiver dismisses the sender and the sender's organization as being unable to perform
the role of an effective supplier and partner
d. The probability of effective communication is reduced
e. All the above are likely to result
ANS: E PTS: 1 DIF: Difficulty: Challenging
REF: p. 104 OBJ: LO: 4-6
41. In most face-to-face communication, approximately what percentage of meaning is conveyed through
nonverbal communication?
a. Less than 10%
b. About 50%
c. Close to 75%
d. Almost 90%
e. Almost none
REF: p. 104-105 OBJ: LO: 4-7
42. Which the following is a characteristic of nonverbal language?

a. It includes body movement and vocal characteristics
b. It relatively unimportant to communication
c. It includes body movement but not vocal characteristics
d. It is extremely easy to control
e. It conveys very little meaning
REF: p. 104 OBJ: LO: 4-7
43. 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 feet up
b. Sitting and leaning forward, or sitting on the edge of a the chair
c. Leaning back with both hands placed behind you head
d. Standing next to the buyer even though the decides to sit down
e. You have bad breath
REF: p. 105-106 OBJ: LO: 4-7
44. Suppose you are a salesperson engaged in face-to-face communication with a perspective buyer. You
notice that the buyer backs away from you each time you step within 4 feet of him/her to talk. Which
of the following is most likely?
a. The buyer is not interested in what you are saying
b. You are invading the buyer's personal zone
c. You are invading the buyer's public zone
d. The buyer does not like you
e. You have bad breath
REF: p. 105-106 OBJ: LO: 4-7
45. If you find that people you speak with often misinterpret your verbal messages, you should probably
work on what?
a. Your sales presentation
b. Your listening skills
c. Your voice characteristics
d. Your prospecting skills
e. Asking new and different questions.
REF: p. 106-107 OBJ: LO: 4-7
46. Each individual type of nonverbal communication carries meaning. However, collectively the pieces
of nonverbal communication being expressed at the same time combine to form unique meaning (that
is, different from that of the individual pieces). This collection of nonverbal communication is referred
to as _________.
a. Nonverbal clusters
b. Nonverbal communication
c. Nonverbal communication qualifiers (NCQ)
d. Collective nonverbal communication (CNC)
REF: p. 107 OBJ: LO: 4-7
47. Which of the following is not one of voice characteristics described in the text?
a. Pitch
b. Frequency
c. Speaking Rate
d. Intensity
e. Quality
REF: p. 106-107 OBJ: LO: 4-7
TRUE/FALSE
1. In trust-based selling it is more important that the salesperson talks with rather than at the buyer.
ANS: T PTS: 1 DIF: Difficulty: Easy

REF: p. 88 OBJ: LO: 4-1
2. Trust-based sales communication is a form of communication that enables salespeople to convince

buyers to buy just about anything provided the price is reasonable.
ANS: F PTS: 1 DIF: Difficulty: Easy

REF: p. 88 OBJ: LO: 4-1
3. The purpose of sales communication is to seek agreement from the prospective buyer.

REF: p. 88 OBJ: LO: 4-1
4. A salesperson with well-developed questioning skills is able to control the flow and direction of the
sales call through the questions he/she asks.

REF: p. 90 OBJ: LO: 4-2
5. Closed-ended questions encourage the customer to respond freely.

REF: p. 90-91 OBJ: LO: 4-2
6. Open-ended questions encourage the customer to respond freely.

REF: p. 90-91 OBJ: LO: 4-2
7. In order to collect important information concerning the needs of the buyer, the salesperson should
utilize tactical questions only.
ANS: F PTS: 1 DIF: Difficulty: Moderate

REF: p. 91 OBJ: LO: 4-2
8. In order to collect important information concerning the needs of the buyer, the salesperson should
utilize probing questions.

REF: p. 91 OBJ: LO: 4-2
9. Salespeople use evaluative questions to uncover prospects' perceptions and feelings regarding existing
and desired circumstances.
ANS: T PTS: 1 DIF: Difficulty: Moderate

REF: p. 91 OBJ: LO: 4-2
10. Reactive questions are always open-ended.

REF: p. 91 OBJ: LO: 4-2
11. Salespeople often combine different types of questions to accomplish multiple and closely related sales
objectives.

REF: p. 91-92 OBJ: LO: 4-3
12. In trust-based sales communication, successful salespeople avoid any sort of strategic application of
questioning because doing so is too restricting.

REF: p. 92 OBJ: LO: 4-3
13. In trust-based sales communication, successful salespeople are strategic about the questions they ask.

REF: p. 92 OBJ: LO: 4-3
14. Although obtaining information is important, some questions the salesperson may ask are designed
only to show interest.
ANS: T PTS: 1 DIF: Difficulty: Challenging
REF: p. 93 OBJ: LO: 4-3
15. The S in SPIN stands for situation questions, and they are designed to help the buyer understand the
seller's situation.

REF: p. 93 OBJ: LO: 4-3
16. "Have your employees ever had any trouble managing their time?" is an example of a problem
question.

REF: p. 93 OBJ: LO: 4-3
17. "Are you interested in making a purchase today?" is an example of a SPIN question.
ANS: F PTS: 1 DIF: Difficulty: Challenging

REF: p. 93-94 OBJ: LO: 4-3
18. After asking problem questions, the salesperson should begin asking need-payoff questions.

REF: p. 93 OBJ: LO: 4-3
19. SPIN refers to a sequential series of questions while ADAPT refers to a non-sequential series of
questions.

REF: p. 93-94 OBJ: LO: 4-3 | LO: 4-4
20. “Are you interested in making a purchase today?" is an example of an ADAPT question.

REF: p. 94-97 OBJ: LO: 4-4
21. Questions designed to probe information gained in the assessment stage of ADAPT are called
Discovery questions.

REF: p. 95 OBJ: LO: 4-4
22. "Your problem is that you're not working with the right suppliers." is an example of a Discovery
question.

REF: p. 95 OBJ: LO: 4-4
23. Projection questions ask the buyer to describe what life would be like without a problem.

REF: p. 96 OBJ: LO: 4-4
24. Need-payoff questions can be similar to Transition questions.

REF: p. 97 OBJ: LO: 4-4
25. A salesperson will use Transition questions to move the sales call from the rapport building stage to
the needs discovery stage.

REF: p. 97 OBJ: LO: 4-4
26. One of the problems many people have with listening is that they make assumptions about what the
other person is saying before that person is finished communicating.

REF: p. 99 OBJ: LO: 4-5
27. An important part of listening is visual rather than auditory.

REF: p. 100 OBJ: LO: 4-5
28. Active listening requires both cognition and concentration.

REF: p. 101 OBJ: LO: 4-5
29. Once you get the hang of it, active listening is relatively easy and does not require much effort.

REF: p. 101-102 OBJ: LO: 4-5
30. With respect to SIER, sensing refers to receiving the verbal and nonverbal components of a message.

REF: p. 101 OBJ: LO: 4-5
31. There is really no difference between serious listening and social listening.

REF: p. 100-101 OBJ: LO: 4-5
32. Active listening is efficient for salespeople because they can actively form responses while the buyer is
talking.

REF: p. 101 OBJ: LO: 4-5
33. According to the model of active listening described in the text, after sensing the buyer's message the
salesperson is ready to respond.

REF: p. 101 OBJ: LO: 4-5
34. After sensing and interpreting a message, the salesperson should begin evaluating the message before
responding to it.

REF: p. 101-102 OBJ: LO: 4-5
35. After sensing and interpreting a message, the salesperson should respond.

REF: p. 101 OBJ: LO: 4-5
36. Premature evaluation of what the buyer is saying often prevents the salesperson from being an
effective communicator.

REF: p. 102 OBJ: LO: 4-5
37. Pictures are an important part of effective communication because they're usually easier to recall than
words alone.

REF: p. 102 OBJ: LO: 4-6
38. An important part of effective buyer-seller communication is the seller's ability to create mental
images in the buyer's mind.

REF: p. 103 OBJ: LO: 4-6
39. Salespeople exhibiting poor grammar will have a tough time earning credibility with the buyer.

REF: p. 104 OBJ: LO: 4-6
40. Proper grammar is important to almost any sales presentation, either oral or written.

REF: p. 104 OBJ: LO: 4-6
41. In face-to-face communication, the verbal portion of the message accounts for about 90% of the
meaning.

REF: p. 104-105 OBJ: LO: 4-7
42. In our culture, crossed arms are often an indication of defensiveness.

REF: p. 105 OBJ: LO: 4-7
43. When talking with the buyer, a salesperson should never break eye contact.

REF: p. 105 OBJ: LO: 4-7
44. How a person sits in a chair is a form of nonverbal communication.

REF: p. 105 OBJ: LO: 4-7
45. The term Proxemics refers to the issue of personal distance.

REF: p. 105 OBJ: LO: 4-7
46. Salespeople begin working with a prospect at the far end of the social zone and move closer as the
relationship develops.

REF: p. 106 OBJ: LO: 4-7
47. Salespeople begin working with a prospect at the far end of the public zone and move closer as the
relationship develops.

REF: p. 106 OBJ: LO: 4-7
48. The rate at which a person speaks often affects how others will perceive him/her.

REF: p. 106-107 OBJ: LO: 4-7
49. The pitch of a salesperson's voice often affects his/her credibility with buyers.

REF: p. 107 OBJ: LO: 4-7
50. By varying the loudness and intensity of their voice, salespeople can improve their communication
effectiveness.

REF: p. 107 OBJ: LO: 4-7
51. The collection of related expressions, gestures, and movements combining to form nonverbal
messaged are called nonverbal clusters.

REF: p. 107 OBJ: LO: 4-7
COMPLETION
1. Talking with rather than at the customer is the basis of _______________sales communication.
ANS: Trust-Based
PTS: 1 DIF: Difficulty: Easy REF: p. 88

OBJ: LO: 4-1
2. Questions designed to let the customer respond freely are known as ____________ questions.
ANS: Open-end

OBJ: LO: 4-2
3. _________________questions are designed to limit the customer’s response to one or two words.
ANS: Closed-end

OBJ: LO: 4-2
4. ________________questions are a directive form of questioning that asks the customer to choose from
two (or more – multiple choice) options.
ANS: Dichotomous

OBJ: LO: 4-2
5. ___________questions are designed to penetrate below generalized or superficial information to elicit

more articulate and precise details for use in needs discovery in solution identification.
ANS: Probing
PTS: 1 DIF: Difficulty: Moderate REF: p. 91

OBJ: LO: 4-2
6. ___________questions that use open and closed-end question formats to gain confirmation and
uncover attitudes, opinions, and preferences the prospect olds.
ANS: Evaluative

OBJ: LO: 4-2
7. ____________questions are used to shift or redirect the topic of discussion when the discussion gets
off course or when a line of questioning proves to be of little interest or value.
ANS: Tactical

OBJ: LO: 4-2
8. Questions that refer to or directly result from information the other party previously provided are
called ________________ questions.
ANS: Reactive

OBJ: LO: 4-2
9. One of the objectives of strategic questioning is to generate ________________________.
ANS: Buyer Involvement

OBJ: LO: 4-3
10. One of the objectives of strategic questioning is to ____________ thinking.
ANS: Provoke

OBJ: LO: 4-3
11. One of the objectives of strategic question is to _______________ the sale.
ANS: Advance

OBJ: LO: 4-3
12. SPIN stands for Situation, Problem and ______________.
ANS: Implication

OBJ: LO: 4-3
13. With respect to SPIN, “what sort of system are you currently using?” is an example of a/an
________________question.
ANS: Situation

OBJ: LO: 4-3
14. With respect to SPIN, “have you had any challenges with your current system?” is an example of a/an
_____________question.
ANS: Problem

OBJ: LO: 4-3
15. With respect to SPIN, “how have those problems affected your business?” is an example of a/an
_______________question.
ANS: Implication

OBJ: LO: 4-3
16. With respect to SPIN, “would you like to learn more about how we can solve that problem?” is an
example of a/an ______________question.
ANS: Need Pay-Off

OBJ: LO: 4-3
17. The SPIN questioning strategy is closely related to the ________ questioning strategy.
ANS: ADAPT

OBJ: LO: 4-4
18. With respect to ADAPT, “who is your current supplier?” is an example of a/an
_________________question.
ANS: Assessment

OBJ: LO: 4-4
19. With respect to ADPT, “have you had any problem with your current supplier?” is an example of a/an
___________question.
ANS: Discovery

OBJ: LO: 4-4
20. With respect to ADAPT, “how has that problem affected your customer service?” is an example of
a/an ______________ question.
ANS: Activation

OBJ: LO: 4-4
21. ADAPT stands for Assessment Discovery Activation ________________ and Transition.
ANS: Projection

OBJ: LO: 4-4
22. With respect to ADAPT, “how might your customer service improve if you no longer have that
problem?” is an example of a/an ____________ question.
ANS: Projection

OBJ: LO: 4-4
23. With respect to ADAPT, “so having a supplier who is never late with deliveries is important to you?”
is an example of a/an __________ question.
ANS: Transition

OBJ: LO: 4-4
24. One of the six facets of effective listening is to __________________the buyer to talk.
ANS: Encourage
PTS: 1 DIF: Difficulty: Challenging REF: p. 99

OBJ: LO: 4-4
25. One of the six facets of effective listening is to _________________nonverbals.
ANS: Monitor

OBJ: LO: 4-4
26. _________________ is an informal mode of listening that can be associated with day-to-day
conversation and entertainment.
ANS: Social Listening

OBJ: LO: 4-5
27. ________________ 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.
ANS: Serious Listening

OBJ: LO: 4-5
28. _______________refers to the cognitive process of actively sensing, interpreting, evaluating, and
responding to the verbal and nonverbal messages of present or potential customers.
ANS: Active Listening

OBJ: LO: 4-5
29. SIER stands for_______________, interpreting, evaluating and responding.
ANS: Sensing

OBJ: LO: 4-5
30. With respect to SIER, addressing the question of “what meaning does the sender intend?”
ANS: Interpreting

OBJ: LO: 4-5
31. Studies and cognitive psychology have found that ___________tend to be more memorable than their
verbal counterparts.
ANS: Pictures

OBJ: LO: 4-6
32. With respect to listening, the weak listener listens for facts, the strong listener listens for
____________.
ANS: Central Themes

OBJ: LO: 4-5
33. __________________refers to the conscious and unconscious reactions, movements, and utterances
that people use in addition to the words and symbols associated with language.
ANS: Non-Verbal Communication

OBJ: LO: 4-7
34. __________refers to the personal distance that individuals prefer to keep between themselves and
other individuals; it is an important element of nonverbal communication.
ANS: Proxemics

OBJ: LO: 4-7
35. The social zone ranges from ______ to _______feet.
ANS:
4, 12
four, twelve

OBJ: LO: 4-7
36. ____________ refer to groups of related nonverbal expressions, gestures, and movements that can be
interpreted to better understand the true message being communicated.
ANS: Non-Verbal Clusters

OBJ: LO: 4-7

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SELL 4 4th Edition Ingram Test Bank

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Test Bank: https://testbankpack.com/p/test-bank-for-sell-4-4th-edition-

Solution Manual: https://testbankpack.com/p/solution-manual-for-sell-

Chapter 4—Communication Skills

4. Which of the following is the best example of an open-end question?

5. Which of the following is not a type of question described in the text?

6. Which of the following is an example of a closed-end question?

13. Which of the following is usually not an objective of strategic questioning?

14. Which of the following is not an objective of strategic questioning?

16. The acronym SPIN stands for?

28. If the salesperson is successful with projection questions he/she should:

31. In order to be an effective listener a salesperson must do which of the following?

33. By demonstrating effective listening, a salesperson is able to do which of the following?

35. The acronym SIER stands for what?

42. Which the following is a characteristic of nonverbal language?

ANS: T PTS: 1 DIF: Difficulty: Easy

2. Trust-based sales communication is a form of communication that enables salespeople to convince

ANS: F PTS: 1 DIF: Difficulty: Easy

ANS: F PTS: 1 DIF: Difficulty: Easy

ANS: T PTS: 1 DIF: Difficulty: Easy

ANS: F PTS: 1 DIF: Difficulty: Easy

6. Open-ended questions encourage the customer to respond freely.

ANS: T PTS: 1 DIF: Difficulty: Easy

ANS: F PTS: 1 DIF: Difficulty: Moderate

ANS: T PTS: 1 DIF: Difficulty: Easy

ANS: T PTS: 1 DIF: Difficulty: Moderate

10. Reactive questions are always open-ended.

ANS: F PTS: 1 DIF: Difficulty: Moderate

ANS: T PTS: 1 DIF: Difficulty: Moderate

ANS: F PTS: 1 DIF: Difficulty: Easy

ANS: T PTS: 1 DIF: Difficulty: Easy

ANS: T PTS: 1 DIF: Difficulty: Easy

ANS: T PTS: 1 DIF: Difficulty: Easy

ANS: F PTS: 1 DIF: Difficulty: Challenging

ANS: F PTS: 1 DIF: Difficulty: Easy

ANS: F PTS: 1 DIF: Difficulty: Moderate

ANS: F PTS: 1 DIF: Difficulty: Easy

ANS: T PTS: 1 DIF: Difficulty: Easy

ANS: F PTS: 1 DIF: Difficulty: Challenging

ANS: T PTS: 1 DIF: Difficulty: Easy

24. Need-payoff questions can be similar to Transition questions.

ANS: F PTS: 1 DIF: Difficulty: Moderate

ANS: T PTS: 1 DIF: Difficulty: Easy

27. An important part of listening is visual rather than auditory.

ANS: T PTS: 1 DIF: Difficulty: Easy

28. Active listening requires both cognition and concentration.

ANS: T PTS: 1 DIF: Difficulty: Moderate

ANS: F PTS: 1 DIF: Difficulty: Moderate

ANS: T PTS: 1 DIF: Difficulty: Easy

ANS: F PTS: 1 DIF: Difficulty: Easy

ANS: F PTS: 1 DIF: Difficulty: Moderate

ANS: F PTS: 1 DIF: Difficulty: Challenging

ANS: T PTS: 1 DIF: Difficulty: Easy

ANS: F PTS: 1 DIF: Difficulty: Moderate

ANS: T PTS: 1 DIF: Difficulty: Easy

ANS: T PTS: 1 DIF: Difficulty: Easy

ANS: T PTS: 1 DIF: Difficulty: Easy

35. The social zone ranges from to _feet.