Chapter 04 Communication for Relationship Building: It’s Not All Talk

 

Complete Chapter Questions With Answers

 

Sample Questions Are Posted Below

 

True / False Questions

1. The ability to communicate effectively is the second most important skill for a sales career behind financial shrewdness.
   Answer: False

Learning Objective: 04-01

Topic: The Golden Rule: Communication

Blooms: Remember   Understand

AACSB: Communication

Level of Difficulty: Easy   Medium

Explanation: Although many other factors are crucial to sales success, the ability to communicate effectively is of prime importance. Being financially savvy is less important than being able to communicate with people.

 

2. Communication, in a sales context, is an exchange process.
   Answer: True

Learning Objective: 04-01

Topic: Communication: It Takes Two

Blooms: Remember

AACSB: Communication

Level of Difficulty: Easy

Explanation: Communication, in a sales context, is the act of transmitting verbal and nonverbal information and understanding between seller and buyer. This definition presents communication as an exchange process of sending and receiving messages with some type of response expected between seller and buyer.

 

3. In a normal two-person conversation, at least 60 percent of the social meaning is expressed verbally.
   Answer: False

Learning Objective: 04-01

Topic: Communication: It Takes Two

Blooms: Understand

AACSB: Communication

Level of Difficulty: Medium

Explanation: In a normal two-person conversation, less than 35 percent of the social meaning utilizes verbal components. Much of the social meaning in a conversation is conveyed nonverbally.

 

4. The source of communication in a sales presentation is the producer/manufacturer.
   Answer: False

Learning Objective: 04-01

Topic: Communication: It Takes Two

Blooms: Remember

AACSB: Communication

Level of Difficulty: Easy

Explanation: In a sales presentation, the source of communication is the salesperson. The receiver is the prospect or buyer.

 

5. The conversion by the salesperson of ideas and concepts into language and material is the decoding process.
   Answer: False

Learning Objective: 04-01

Topic: Communication: It Takes Two

Blooms: Understand

AACSB: Communication

Level of Difficulty: Medium

Explanation: The salesperson’s conversion of ideas and concepts into the language and materials used in the sales presentation is the encoding process. The decoding process is the receipt and translation of the information by the prospective buyer.