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Multiple Choice Quiz
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1
In two-way communication, translating and interpreting refer to ______ and ______ thoughts and interpretations.
A)announcing and denouncing
B)preferring and referring
C)encoding and decoding
D)deciphering and depicting
E)evaluating and influencing
2
Christy tells a prospect that her company "works with everyone, from the bottom up." Fred is insulted, thinking Christy was referring to the shape of his body. Obviously, there is a problem in the way Fred is _____ the message.
A)decoding
B)nonverbalizing
C)sending
D)controlling
E)verbalizing
3
Which of the following is part of a salesperson's voice characteristics?
A)the use of inflections at the end of his or her sentences
B)the speed with which he or she speaks
C)how loudly he or she speaks
D)how he articulates his or her words
E)all of the above
4
One way to define the speaking-listening differential is to say:
A)active listening makes better speakers.
B)customers can listen to words at a rate more than five times as fast as the rate at which the salesperson can speak.
C)lose lips sink ships.
D)speaking divided by listening equals communication.
E)articulation equals listening divided by speech rate.
5
The 80-20 speaking-listening differential suggests salespeople should:
A)listen 80 percent of the time and talk no more than 20 percent of the time.
B)use personal communication 80 percent of the time and-interpersonal communication 20 percent of the time.
C)listen 20 percent of the time and talk no more than 80 percent of the time.
D)avoid speaking until spoken to.
E)use word pictures to overcome listeners' tendency to speak too much.
6
Which of the following is a suggestion for active listening?
A)Echo what the prospect has said.
B)Summarize the conversation.
C)Be quiet while the prospect thinks.
D)Concentrate on ideas rather than just words.
E)Do any of the above to encourage active listening.
7
Carla knows nonverbal communication is important and convey many messages to a prospect. Which of the following is NOT one of the forms of nonverbal communication?
A)articulation
B)appearance
C)body language
D)space
E)all of the above
8
During a 30-minute sales call approximately __________ nonverbal signals are exchanged.
A)80
B)800
C)4500
D)8,000
E)80,000
9
The physical space between two people who are interacting can be divided into four zones. Which of the following is NOT one of the four zones?
A)social
B)personal
C)public
D)receptive
E)intimate
10
People can be said to fall into two categories when it comes to touching--contact and noncontact. Contact people tend to view noncontact people as:
A)cold.
B)intrusive.
C)insincere.
D)intimate.
E)overly friendly.
11
Which of the following would be the WORST bit of advice for a new salesperson for an office machine manufacturer to follow?
A)Take note of how top executives in your firm dress.
B)Adjust to the geographic region in which you work.
C)Attempt to match the clothing choices of your typical customers.
D)If you look well dressed, you'll feel more confident.
E)Be a leader and wear the latest fashions.





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