chapter5
Question 1
1) "Behavior style" and "social style" are other ways of referring to:
A) communication style
B) emotive style
C) directive style
D) higher dominance
E) lower dominance
Question 2
2) Which of the following statements regarding communications-style bias is most likely true?
A) Communication-style bias is quite rare.
B) Communication-style bias can manifest as a general feeling of discomfort with another person.
.C) Communication-style bias is commonly understood in our society.
D) Communication-style bias will not surface between two people with the same communication style.
.E) Communication-style bias will make a consulting sales relationship impossible.
Question 3
3) Communication-style bias is most likely to occur when a salesperson:
A) has a different communication style than a customer
B) is unable to understand a customer's regional accent
C) fails to use standard terms when describing products
D) lacks a grasp of social customs in the customer's culture
E) talks too quickly during most sales presentations
Question 4
4) Which of the following is most likely true about our individual communication style?
A) It is formed before we are born
.B) It is formed during the first year of our life
.C) It is formed before we enter elementary school.
D) It is constantly changing throughout life.
E) It is based on environmental factors, not heredity.
Question 5
5) Which of the following is a major principle supporting communication style theory?
A) Individual differences exist but are negligible in business conversations.
B) Successful business and social relationships require identical styles.
C) There are unlimited communication styles that are unique to each person.
D) Individual style differences change constantly.
E) A communication style is a way of thinking and behaving.
Question 6
6) The quadrant model of communication styles assumes that most people:
A) understand the quadrant model well enough to choose their point on the quadrant
B) fit into four discrete, unchanging categories and can be easily assessed in that category by others
C) change from quadrant to quadrant somewhat regularly
D) are aware of their communication style and can alter it depending on the situation
E) have a relatively consistent point on both the dominance and sociability continuums
Question 7
7) Communication style is an important aspect of our personality.
Question 8
8) Communication style bias can cause a feeling that we simply do not like another person, without knowing exactly why.
Question 9
9) Which statement is most likely true about the communication-style model?
A) It is based on three important dimensions of human behavior.
B) Emotion and dominance are the two primary dimensions.
C) It is composed of four distinct quadrants.
D) It is based on a highly accurate self-rating system.
E) Successful salespeople tend to score high on dominance.
Question 10
10) A customer who is higher in dominance tends to do which of the following?
A) display an eagerness to agree quickly
B) curb a desire to initiate demands
C) cooperate excessively with others
D) attempt to control situations
E) wait for others to speak first answer
Question 11
11) A salesperson with low dominance who is selling to a customer with high dominance may run the risk of:
A) intimidating the customer into buying
B) focusing on features instead of benefits tailored to the customer
C) being afraid to speak to the customer
D) letting the customer drive the closing process instead of the salesperson guiding it
E) losing the sale if the customer thinks the salesperson does not have product knowledge
Question 12
12) The more strongly a person displays the trait of dominance, the less sociable they are.
Question 13
13) ________ can be defined as the tendency to control or prevail over others.
Question 14
14) A customer who takes the social initiative in most cases and expresses feelings openly is displaying characteristics of which of the following styles?
A) dominant
B) reflective
C) supportive
D) directive
E) emotive
Question 15
15) A customer who displays the reflective communication style can be described as
:A) reserved
B) sensitive
C) frank
:D) sociable
E) malleable
Question 16
16 The four-style communication model described in the text is:
A) increasingly used in training programs
B) applicable only to salespeople in the United States
C) limited in its usefulness in the real world
D) the basis for developing customer strategies
Question 17
17) For each person, one of the four styles is usually
A) dominant but hidden
B) dominant and easily detectable
C) dominant and problematic
D) recessive and easily detectable
D) recessive and easily detectable
E) recessive and transitional
Question 18
18) A newly-hired salesperson, Jun-Hee Kim, is taking over the sales territory of Arvin Vasquez, a salesperson for her company who is moving out of the area. Arvin left detailed notes on his clients within the CRM system, so Jun-Hee is reviewing these notes. Jun-Hee reads the following about Bob Costello:
"Bob is super-friendly and outgoing. He loves to deep sea fish and goes on three trips a year to fish in the Caribbean. His wife is Carol and his kids are Taylor (4th grade) and Jordan (6th grade) (both girls).
Bob's buying focus is durability and price, and he expects a relationship with a trustworthy sales rep. Bob can be impatient and doesn't like to waste time during meetings. He tends to maintain control and set the agenda.
"
Based on this summary, what communications style does Bob Costello most likely have?
A) sociable
B) directive
c) emotive
D) supportive
E) reflective
Question 19
19) Which combination of communication styles between salesperson and customer will likely result in a good relationship, but will LEAST likely lead to a firm sale?
A) directive salesperson with directive customer
B) directive salesperson with supportive customer
C) supportive salesperson with supportive customer
D) supportive salesperson with reflective customer
E) reflective salesperson with emotive customer
Question 20
20) The stereotype of salespeople is that they are all Emotives : good at talking and influencing people into buying the product they are selling. It would most likely be harmful to the sales process to have an emotive sales representative if the:
A) customer is low on the sociability continuum
B) customer is high on the sociability continuum
C) product being sold is viewed as costly by the customer
D) product being sold is in the mature stage of the product life cycle
E) salesperson engages in style flexing to accommodate the customer's needs
Question 21
21) A customer is rude to the salesperson during sales calls, requests additional research and market data, and refuses to accept courtesy calls from the salesperson. However, the customer places several large orders for the product from the salesperson. Which statement best explains the customer's discordant behavior?
A) The salesperson represents an inferior product that the customer does not need.
B) The salesperson has used the wrong approach by not establishing rapport with the customer.
C) The customer is not the ultimate decision maker for the account but would like to be
D) The customer is a directive who dislikes extraneous contact with the salesperson but makes decisions rapidly based on data.
Question 22
22) Gavin's position at Pharma-Tech involves purchasing complex manufacturing components, making decisions based on technical data, and creating detailed, scientific reports. Tanya, the sales representative assigned to work with Gavin, has experienced difficulties in the past when attempting to communicate with Gavin, who is precise, aloof, serious, and disciplined. Which of the following would most likely help Tanya build a relationship with Gavin?
A) Tanya should use both verbal and nonverbal communication styles to keep Gavin engaged in the sales presentation.
B) Tanya should express great enthusiasm for the products she sells and ask Gavin many questions to draw him into the presentation.
C) Tanya should give a quick-paced presentation and attempt to close the sale quickly to prevent wasting too much of Gavin's time.
D) Tanya should give a well-organized presentation with extensive documentation and avoid pressuring Gavin to make a quick decision.
Question 23
23) Jared James is a top salesperson at a leading manufacturer of agricultural machinery parts. He is a classic directive: decisive, fact-oriented, direct, and focused on closing the deal. He understands the importance of style flexing, however, as not all buyers respond to the directive style. Jared has been thinking about how to approach a new client, Alex Doyle, who is a buyer for a huge combine manufacturer. Alex has a supportive style. What adjustments should Jared make in his usual mode of communicating?
A) Jared should focus more on benefits and less on facts in his sales presentation to Alex.
B) Jared should make an effort to develop rapport with Alex and plan for several conversations before he attempts to close the sale.
C) Jared should take Alex out for dinner at a high-profile restaurant so they can develop a personal relationship before he begins to talk about the product.
D) Jared should be sure he has the facts to back up any claims he makes to Alex, and consider sending Alex the research and quality-control reports before their first meeting so Alex can examine the documentation.
E) Jared should hang back to let Alex guide the conversation during sales calls so that Alex doesn't feel overwhelmed by Jared's blunt presentation style.
Question 24
24) A salesperson is required by his employer to use a script when making a sales presentation. The script includes standard jokes and repeated attempts at relationship building, plus a rapid close to the sale. The salesperson recognizes that a potential client has a reflective communication style and may be offended by some of the elements in the script. What should the salesperson do? Select the correct answer and criticize the approaches you consider incorrect.
A) The salesperson should omit the jokes and downplay the relationship-building attempts, while drawing out the close to give the potential client longer to decide.
B) The salesperson should abandon the script without telling her manager and be blunt and direct with the potential client. He must advise the manager as he should be informed of any changes from what they agreed upon.
C) The salesperson should double up on the research and facts she presents during the presentation to appeal to the potential client's deliberate side. He should not try to overpower the customer with a high-pressure sales presentation
.
D) The salesperson should ask her sales manager to come with her to the first sales call so that the potential client knows the company is serious about winning the client's business. This will reflect poor self-image of the salesperson.
Question 25
25) A sales manager is writing the script for his salespeople to follow when approaching new potential clients. What part of the process is most important for the manager to leave open for sales reps to flex according to the communications style of the prospective client?
A) asking for the close
B) presenting the benefits of the services
C) developing rapport with the prospective client
D) presenting the pricing structure
E) discovering the prospective client's needs
Question 26
26) Which of the following is another benefit to a salesperson of learning to style flex, aside from putting the customer at ease?
A) Style flexing improves a salesperson's acting skills, which helps the salesperson to persuade reluctant buyers to place orders.
B) Paying attention to the customer's communication style helps the salesperson better understand the customer's product or service needs.
C) Additional time spent with a customer helps the salesperson to create a positive relationship that will likely result in closing the sale.
D) Customers are more likely to purchase from salespeople who seem successful, so it is important for salespeople to make sure that their own personal styles are current.
E) Style flexing allows a salesperson to divide customers into four groups, write one script for each, and standardize sales calls.
Question 27
27) Style flexing is the deliberate attempt to accommodate the needs of your customer.
Question 28
8) What is the Platinum Rule and value how do communication styles relate to it?