1. Classroom Response System Content to accompany Anderson/Dubinsky/Mehta Personal Selling, 2nd ed. CHAPTER 12

2. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 12 | Slide 2 Instructor Notes All content comes from ACE quizzes and the test bank. “Notes page ” view displays exact source of content.

3. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 12 | Slide 3 Question 1 Which of the following modes of communication would generally be least effective for salespeople? a)Listening b)Writing c)Talking d)Drawing

4. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 12 | Slide 4 Question 1 Which of the following modes of communication would generally be least effective for salespeople? a)Listening b)Writing c)Talking d)Drawing *Correct Answer

5. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 12 | Slide 5 Question 2 Salespeople who concentrate on what the prospect is saying but fail to sense what is being conveyed by nonverbal cues are engaged in what kind of listening? a)Marginal listening b)Evaluative listening c)Active listening d)Active emphatic listening

6. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 12 | Slide 6 Question 2 Salespeople who concentrate on what the prospect is saying but fail to sense what is being conveyed by nonverbal cues are engaged in what kind of listening? a)Marginal listening b)Evaluative listening *Correct Answer c)Active listening d)Active emphatic listening

7. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 12 | Slide 7 Question 3 Zones that strangers or business acquaintances are normally allowed to enter are referred to as a)public zones. b)social zones. c)personal zones. d)intimate zones.

8. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 12 | Slide 8 Question 3 Zones that strangers or business acquaintances are normally allowed to enter are referred to as a)public zones. b)social zones. c)personal zones. *Correct Answer d)intimate zones.

9. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 12 | Slide 9 Question 4 Which one of the following statements does not describe the driver communication style? a)Gains security by control b)Under tension will confront or verbally attack c)Measures personal worth by acknowledgement, recognition, applause, and compliments d)Irritated by inefficiency and indecision

10. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 12 | Slide 10 Question 4 Which one of the following statements does not describe the driver communication style? a)Gains security by control b)Under tension will confront or verbally attack c)Measures personal worth by acknowledgement, recognition, applause, and compliments *Correct Answer d)Irritated by inefficiency and indecision

11. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 12 | Slide 11 Question 5 When selling to expressives, a)ask questions that will allow them to brag a little. b)avoid being too animated in making the sales presentation. c)try to close the sale in an unemotional matter-of- fact fashion. d)give a lot of factual detail to reassure them about the purchase.

12. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 12 | Slide 12 Question 5 When selling to expressives, a)ask questions that will allow them to brag a little. *Correct Answer b)avoid being too animated in making the sales presentation. c)try to close the sale in an unemotional matter-of- fact fashion. d)give a lot of factual detail to reassure them about the purchase.

13. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 12 | Slide 13 Question 6 When selling to analyticals, which of the following would probably not be an effective action? a)Try to get to know the analytical personally by asking nonthreatening questions about their interests and activities. b)Make your sales presentation logical, objective, and cite many facts and figures. c)Deal with resistance and objections by providing detailed analysis and research findings. d)Close by summarizing the benefits and drawbacks of purchasing the product or service.

14. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 12 | Slide 14 Question 6 When selling to analyticals, which of the following would probably not be an effective action? a)Try to get to know the analytical personally by asking nonthreatening questions about their interests and activities. *Correct Answer b)Make your sales presentation logical, objective, and cite many facts and figures. c)Deal with resistance and objections by providing detailed analysis and research findings. d)Close by summarizing the benefits and drawbacks of purchasing the product or service.

15. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 12 | Slide 15 Question 7 Listening is the most important of all the communication skills that a salesperson uses. a)T b)F

16. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 12 | Slide 16 Question 7 Listening is the most important of all the communication skills that a salesperson uses. a)T *Correct Answer b)F

17. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 12 | Slide 17 Question 8 The fewer questions the salespeople asks prospect and customers, the more successful they usually are in closing sales. a)T b)F

18. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 12 | Slide 18 Question 8 The fewer questions the salespeople asks prospect and customers, the more successful they usually are in closing sales. a)T b)F *Correct Answer

19. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 12 | Slide 19 Question 9 Where the salesperson stands in the prospect’s office will likely have little impact in winning or losing the sale. a)T b)F

20. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 12 | Slide 20 Question 9 Where the salesperson stands in the prospect’s office will likely have little impact in winning or losing the sale. a)T b)F *Correct Answer

21. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 12 | Slide 21 Question 10 Kinesics refers to any movement in our bodies, including shifts in posture (body angle), facial expressions, eye shifts, or arm, hand, and leg movements. a)T b)F

22. Copyright © Houghton Mifflin Company. All rights reserved. Chapter 12 | Slide 22 Question 10 Kinesics refers to any movement in our bodies, including shifts in posture (body angle), facial expressions, eye shifts, or arm, hand, and leg movements. a)T *Correct Answer b)F