AEB3341 Exam 2 Questions With Complete Solutions
3 ways to be mindful about your cell phone Correct Answers 1.
The person you are with is the most important person to talk to
2. Turn off your phone during meetings, sales calls, and
presentations
3. Don't engage in cell yell
4 channels of nonverbal communication Correct Answers 1.
Physical space between buyer and seller
2. Appearance
3. Handshake
4. Body movements
5 steps of the organizational buying process Correct Answers
1. Define the problem
2. Establish the decision criteria
3. Identifies alternatives
4. Evaluate alternatives
5. Select appropriate solution
8 Major communication elements Correct Answers 1. Source-
salesperson
2. Encoding process- development of sales presentation message
3. Message- the actual sales presentation
4. Medium- the actual sales presentation
5. Decoding- buyer interprets sales presentation
6. Receiver- buyer receives message
7. Feedback- rxn to communication
8. Noise- factors that distort communication between buyer and
seller
,Acceptance signals Correct Answers signals that indicate that
your buyer is favorably inclined toward you and your
presentation
Active listening Correct Answers - Listener refrains from
evaluating the message.
- Attempts to understand other person's point of view.
- Focuses on words spoken AND thoughts, feelings, and
meaning conveyed.
- Requires listener to give the other person verbal and nonverbal
feedback.
Adaptive selling Correct Answers salesperson's ability to adjust
and modify their behaviors to better align w/ their customer's
needs
advantage Correct Answers the performance characteristic of a
product that describes how it can be used or will help the buyer
B2B Correct Answers business to business
B2C Correct Answers businesses sell to consumers
Basic communication model Correct Answers Shows how the
salesperson- buyer communication process works
benefit Correct Answers favorable result the buyer receives
from the product because of a particular advantage that has the
ability to satisfy a buyer's need "What is in it for me?"
, benefit selling Correct Answers the salesperson relates a
product's benefits to the customer's needs using the product's
features and advantages as support
black box Correct Answers any system that cannot be directly
observed and easily understood
Black box Correct Answers Buyer's hidden mental process
Black box= Correct Answers Buyer's hidden mental process
Buyers sends nonverbal signals via five communication modes
Correct Answers - Body angle
- Facial expression
- Hand movement
- Arm movement
- Leg position
Buyers want salespeople that are: Correct Answers 1. Well-
versed in building a relationship as well as providing the
ongoing service needed to maintain the relationship
2. Able to furnish important information on the environment and
help interpret the information
3. Able to demonstrate important interpersonal qualities such as
effective communication and other relationship-building
behaviors
buying center Correct Answers all of the people performing
different roles in the buying process
Buying characteristics Correct Answers -Motive
3 ways to be mindful about your cell phone Correct Answers 1.
The person you are with is the most important person to talk to
2. Turn off your phone during meetings, sales calls, and
presentations
3. Don't engage in cell yell
4 channels of nonverbal communication Correct Answers 1.
Physical space between buyer and seller
2. Appearance
3. Handshake
4. Body movements
5 steps of the organizational buying process Correct Answers
1. Define the problem
2. Establish the decision criteria
3. Identifies alternatives
4. Evaluate alternatives
5. Select appropriate solution
8 Major communication elements Correct Answers 1. Source-
salesperson
2. Encoding process- development of sales presentation message
3. Message- the actual sales presentation
4. Medium- the actual sales presentation
5. Decoding- buyer interprets sales presentation
6. Receiver- buyer receives message
7. Feedback- rxn to communication
8. Noise- factors that distort communication between buyer and
seller
,Acceptance signals Correct Answers signals that indicate that
your buyer is favorably inclined toward you and your
presentation
Active listening Correct Answers - Listener refrains from
evaluating the message.
- Attempts to understand other person's point of view.
- Focuses on words spoken AND thoughts, feelings, and
meaning conveyed.
- Requires listener to give the other person verbal and nonverbal
feedback.
Adaptive selling Correct Answers salesperson's ability to adjust
and modify their behaviors to better align w/ their customer's
needs
advantage Correct Answers the performance characteristic of a
product that describes how it can be used or will help the buyer
B2B Correct Answers business to business
B2C Correct Answers businesses sell to consumers
Basic communication model Correct Answers Shows how the
salesperson- buyer communication process works
benefit Correct Answers favorable result the buyer receives
from the product because of a particular advantage that has the
ability to satisfy a buyer's need "What is in it for me?"
, benefit selling Correct Answers the salesperson relates a
product's benefits to the customer's needs using the product's
features and advantages as support
black box Correct Answers any system that cannot be directly
observed and easily understood
Black box Correct Answers Buyer's hidden mental process
Black box= Correct Answers Buyer's hidden mental process
Buyers sends nonverbal signals via five communication modes
Correct Answers - Body angle
- Facial expression
- Hand movement
- Arm movement
- Leg position
Buyers want salespeople that are: Correct Answers 1. Well-
versed in building a relationship as well as providing the
ongoing service needed to maintain the relationship
2. Able to furnish important information on the environment and
help interpret the information
3. Able to demonstrate important interpersonal qualities such as
effective communication and other relationship-building
behaviors
buying center Correct Answers all of the people performing
different roles in the buying process
Buying characteristics Correct Answers -Motive
