MODULE 4A EXAM QUESTIONS WITH CORRECT ANSWERS 2025/2026

MODULE 4A EXAM QUESTIONS WITH
CORRECT ANSWERS 2025/2026
why listening is a good idea - CORRECT ANSWER --establish rapport

-understand/confirm the current customer situation

-reinforce credibility

-motivates customer's interests



active listening - CORRECT ANSWER --most effective level

-listener refrains from evaluating and tries to see/understand other's point of view

-attention is on words, plus thoughts, feelings and meanings being conveyed



evaluative listening - CORRECT ANSWER --requires more concentration and attention

-listener actively tries to hear but not to listen



marginal (passive) listening - CORRECT ANSWER --lowest level of listening

-least concentration, may exhibit blank stares, gestures which may annoy others



Question Shock - CORRECT ANSWER -80% syndrome - when the salesperson spends 80% of
their time doing all the talking and only 20% of their time listening

-when customer is faced with the demand for more information than they can adequately
process

-you should ask one question at a time and wait for the answer



Golden Silence - CORRECT ANSWER -technique utilizing a 3-4 second pause after you ask a
question and again after the customer answers