RMT 340 Study Guide Chapters 4 (partial) 5, 6, and 7
Chapter 4
Multiple Choice
23.Which of the following is not a type of question found in the ADAPT questioning system?
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a.
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Assessment questions
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b.
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Activation questions
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c.
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Projection questions
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d.
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Problem questions
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e.
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Transition questions
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24. The ADAPT questioning system is similar to the SPIN questioning system in that:
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a.
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Both questioning systems include a sequential set of questions.
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b.
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Both questioning systems seek to uncover needs.
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c.
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Both questioning systems seek to stimulate the buyer’s interest in solving uncovered problem.
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d.
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Both questioning systems may utilize open-end and closed-end questions.
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e.
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All of the above are correct.
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25. “How well are your current suppliers performing?” is an example of which type of ADAPT question?
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a.
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Assessment questions
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b.
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Activation questions
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c.
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Discovery questions
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d.
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Problem questions
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e.
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Transition questions
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26. “What are the growth objectives of the company?” is an example which type of ADAPT question?
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a.
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Assessment questions
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b.
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Activation questions
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c.
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Transition questions
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d.
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Problem questions
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e.
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Discovery questions
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27. “How will the supplier’s inability to deliver on time affect your planned expansion?” is an example which type of ADAPT question?
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a.
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Assessment questions
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b.
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Activation questions
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c.
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Projection questions
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d.
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Problem questions
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e.
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Discovery questions
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28. If the salesperson is successful with projection questions he/she should:
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a.
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Ask for the order.
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b.
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Ask transition questions.
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c.
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Ask implication questions.
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d.
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Begin presenting a solution.
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e.
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All of the above are correct.
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29. “How would a system that your operators found easier to use affect your business operations?” is an example which type of ADAPT question?
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a.
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Assessment questions
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b.
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Activation questions
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c.
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Projection questions
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d.
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Problem questions
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e.
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Discovery questions
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30. “Would you be interested in a system that is easier for your operators to use?” is an example which type of ADAPT question?
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a.
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Transition questions
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b.
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Activation questions
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c.
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Projection questions
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d.
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Problem questions
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e.
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Discovery questions
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31. In order to be an effective listener a salesperson must do which of the following?
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a.
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Pay attention
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b.
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Paraphrase and repeat
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c.
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Make no assumptions about what the buyer is saying
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d.
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Monitor the buyer’s nonverbal language
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e.
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All the above are correct
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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.
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a.
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Visualize
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b.
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Discredit
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c.
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Make assumptions
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d.
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Control
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e.
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All the above are correct
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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?
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a.
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Help build the buyer’s trust
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b.
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Convince the buyer that the salesperson’s product is best
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c.
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Always uncover two or three explicit needs
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d.
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Beat out the competition
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e.
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All the above are correct
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34. The cognitive process of actively sensing, interpreting, evaluating, and responding to the verbal and nonverbal messages of present or potential customers is called?
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a.
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Listening
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b.
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Social listening
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c.
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Communication
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d.
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Active listening
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e.
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Really listening
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35. The acronym SIER stands for what?
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a.
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Seeing, Interpreting, Earning, and Realizing
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b.
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Sensing, Interpreting, Evaluating, and Responding
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c.
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Sensing, Implying, Earning, and Realizing
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d.
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Sensitive, Interested, Eager, and Responsive
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e.
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None of the above are correct
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36. Receiving both verbal and nonverbal communication is the objective of which active listening component?
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a.
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Seeing
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b.
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Sensing
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c.
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Evaluating
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d.
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Earning
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e.
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Responding
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37. Drawing meaning from what the buyer is saying (through both verbal and nonverbal communication) is the objective of which active listening component?
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a.
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Seeing
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b.
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Implying
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c.
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Interpreting
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d.
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Evaluating
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e.
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Sensing
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38. Conveying interest and understanding is the objective of which active listening component?
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a.
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Implying
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b.
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Interpreting
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c.
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Sensing
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d.
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Evaluating
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e.
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Responding
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39. Which of the following is not one of the ten keys to effective listening?
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a.
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Evaluates and judges the message as it is being communicated.
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b.
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Listens for central themes
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c.
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Interprets color words but does not get hung up on them
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d.
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Actively looks for opportunities of common interest
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e.
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Each of the above is one of the keys to effective listening
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40. Which of the following are likely to result when a salesperson uses poor grammar in either oral or written communications?
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a.
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The meaning and credibility of the message are significantly downgraded
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b.
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The receiver begins to focus on the poor grammar rather than the meaning of the message
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c.
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The receiver dismisses the sender and the sender’s organization as being unable to perform the role of an effective supplier and partner
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d.
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The probability of effective communication is reduced
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e.
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All the above are likely to result
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41. In most face-to-face communication, approximately what percentage of meaning is conveyed through nonverbal communication?
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a.
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Less than 10%
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b.
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About 50%
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c.
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Close to 75%
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d.
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Almost 90%
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e.
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Almost none
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42. Which the following is a characteristic of nonverbal language?
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a.
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It includes body movement and vocal characteristics
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b.
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It relatively unimportant to communication
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c.
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It includes body movement but not vocal characteristics
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d.
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It is extremely easy to control
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e.
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It conveys very little meaning
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43. When speaking with someone on a job interview or sales call, which of the following body postures is most appropriate?
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a.
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Sitting back in the chair with feet up
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b.
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Sitting and leaning forward, or sitting on the edge of a the chair
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c.
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Leaning back with both hands placed behind you head
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d.
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Standing next to the buyer even though the decides to sit down
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e.
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You have bad breath
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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?
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a.
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The buyer is not interested in what you are saying
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b.
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You are invading the buyer’s personal zone
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c.
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You are invading the buyer’s public zone
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d.
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The buyer does not like you
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e.
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You have bad breath
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45. If you find that people you speak with often misinterpret your verbal messages, you should probably work on what?
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a.
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Your sales presentation
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b.
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Your listening skills
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c.
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Your voice characteristics
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d.
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Your prospecting skills
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e.
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Asking new and different questions.
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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 _________.
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a.
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Nonverbal clusters
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b.
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Nonverbal communication
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c.
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Nonverbal communication qualifiers (NCQ)
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d.
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Collective nonverbal communication (CNC)
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e.
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None of the above
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47. Which of the following is not one of voice characteristics described in the text?
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a.
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Pitch
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b.
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Frequency
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c.
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Speaking Rate
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d.
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Intensity
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e.
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Quality
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