All of the following are steps to creating and delivering the customer value model EXCEPT:

A) understanding the customer's value needs

B) creating the value proposition

C) communicating the value proposition

D) delivering the value proposition

E) presenting the value proposition

Answer: E

Which style flexing technique is most appropriate for a salesperson to use in the presence of an emotive customer?

A) Cite research and statistics.

B) Avoid an open display of enthusiasm.

C) Avoid too much informality.

D) Decrease your assertiveness.

E) Provide support for the customer's opinions and ideas.

Answer: E

Relative to Americans, Canadians are more likely to be:

A) passive and stiff

B) happy and casual

C) sociable and casual

D) educated and formal

E) bilingual and formal

Answer: E

When a reflective salesperson moves into the excess zone, he or she is apt to:

A) express highly emotional opinions

B) become extremely competitive

C) agree with everyone

D) avoid making decisions

E) make rash decisions

Answer: D

When we move into the excess zone, all of the following usually happens EXCEPT:

A) We say and do things that threaten interpersonal relations.

B) Style flexing decreases.

C) Style flexing increases.

D) Our strengths tend to become weaknesses.

E) Our weaknesses are exposed more strongly.

Answer: C

Zone one, zone two and the excess zone are used to describe which dimension of our communication styles?

A) maturity

B) intensity

C) predictability

D) flexibility

E) adaptability

Answer: B

People who display their emotions with less intensity are said to be in:

A) Zone one

B) Zone two

C) Excess zone

D) Flex zone

E) Comfort zone

Answer: A

Recording a customer's communication style in CRM software can help a salesperson:

A) remember the names of the customer's children and spouse

B) ask another salesperson with the customer's communication style to call the customer

C) know which products a customer will buy and won't buy

D) remember to adapt his or her style when calling the customer

E) avoid customers that have different communication styles

Answer: D

The idea that the characteristics that make others respect you can also make others frustrated with you is called:

A) sociability paradox

B) dominance paradox

C) strength-weakness paradox

D) flexing paradox

E) communication paradox

Answer: C

The immature characteristics of each style are:

A) fixed by the time a person reaches elementary school

B) subject to change as a person matures

C) aloof and stuffy

D) characteristics that come out in times of high stress

E) offensive to those with other communication styles

Answer: B

The word used to describe the ability to adapt communication styles to deal with different people is:

A) directive

B) supportive

C) emotive

D) reflective

E) versatility

Answer: E

An effective way to minimize communication-style bias is to:

A) choose customers based on their communication styles

B) write presentation materials in a way that appeals to all the communication styles simultaneously

C) send trained communicators to talk to customers

D) adapt your style to the way the customer communicates

E) create a corporate policy matching salespeople with customers by communication style

Answer: D

If you have a preferred communication style, you will:

A) use that style exclusively

B) change that style as you grow older

C) display other communication styles at times

D) not understand others with different communication styles

E) need to adapt to e able to talk to others

Answer: C

For each person, one of the four styles is usually:

A) dominant but hidden

B) dominant and easily detectable

C) dominant and problematic

D) recessive and easily detectable

E) recessive and in transition

Answer: B

Other names for the Emotive style include all of the following EXCEPT:

A) relater

B) influencing

C) socializer

D) adaptive-dealing

E) expressive

Answer: A

The four-style model is:

A) popular and taught in many different training programs

B) useful only for training purposes

C) limited in its usefulness in the real world

D) the basis for customer strategy

E) copyrighted and may only be used as an assessment by licensed practitioners

Answer: A

A customer who combines low dominance and high sociability displays which of the following styles?

A) emotive

B) supportive

C) directive

D) reflective

E) communicative

Answer: B

The words "aloof" and "stuffy" describe which side of which of the following styles?

A) the immature side of the supportive style

B) the mature side of the supportive style

C) the immature side of the reflective style

D) the mature side of the reflective style

E) the mature side of the directive style

Answer: C

The combination of low dominance and low sociability defines a communication style known as:

A) mature

B) supportive

C) emotive

D) reflective

E) directive

Answer: D

A customer who displays the reflective communication style can accurately be described as:

A) reserved

B) sensitive

C) frank

D) sociable

E) malleable

Answer: A