Sales Management Quiz 3

A customer who is higher in dominance tends to do which of the following?

attempt to control situations

The communication-style model is based on two dimensions that assess two major aspects of human behavior: _________.

dominance and sociability

Eli's position at Global-Mach involves purchasing complex manufacturing components, making decisions based on technical data, and creating detailed, scientific reports. Although Eli is very effective at his job, he experiences significant difficulty when engaging in communication with the highly sociable salesperson who services the account. When the salesperson wants to discuss personal matters, Eli appears aloof, reserved, and preoccupied. Eli most likely has a(n) ________ communication style.

Reflective

There are four styles of communication; one of them is Directive. Characteristics of a Directive person include _________.

does not appear to be listening, gets to the point, serious, and likes to maintain control

Extreme intensity in any area of the communication style model is bound to _________.

threaten or even destroy interpersonal relationships with excess zone behavior

There are four styles of communication; one of them is Supportive. Characteristics of a Supportive person include _________.

quiet and reserved, listens attentively, tends to avoid use of power, and makes deliberate and thoughtful decisions

Communication-style bias is most likely to occur when a salesperson:

has a different communication style than a customer

Under certain circumstances, we should abandon our most preferred communication style temporarily. Deliberately temporarily abandoning our most preferred style is called _________.

style flexing

Roberta has been called reserved and aloof. In reality she just doesn't care much for social interaction with large groups of people. Which of the following dimensions of human behavior does Roberta appear to align most closely with?

Lower sociability

Adaptive selling frequently requires _________.

complex behavioral adjustments to fit individual customer needs

Each of us has a preferred communication style that:

remains relatively stable throughout our life.

The key to relating to Supportive customers is to _________.

remain professional but friendly, remaining patient while giving them time to

comprehend your proposal

Impressions others form about us are based on what they observe us saying and doing. The patterns of behavior that others observe us doing and saying can be called ________ style.

communication

The key to relating to Directive customers is to _________.

keep the relationship as business-like as possible

Which characteristic is associated with someone lower in​ dominance?

Relaxed

There are four styles of communication; one of them is Emotive. An Emotive person _________.

wants to create a social relationship quickly and usually feels more comfortable in an informal atmosphere

Throughout the _________, you should learn as much as possible about the customer and try to determine their communication style.

preapproach

The key to relating to Reflective customers is _________.

to use a thoughtful approach that is well organized

There are four styles of communication; one of them is Reflective. Characteristics of a Reflective person include _________.

does not display emotions openly, structured, does not express dramatic opinions, and hard to get to know

Communication-style bias can cause a feeling that we simply do not like another person, without knowing exactly why.

True