Humber Real Estate - Course 1, Module 1|40 questions and answers.

Mohamed is having difficulty forming a positive opinion of the sales representative that services his store. He finds it difficult to understand how she develops her views. Mohamed is experiencing: A) submissive style bias. B) communication-style bias. C) cognitive dissonance. D) communication blockage. E) dominance style bias B) communication-style bias. A purchasing agent was overheard saying, "I don't know what it is, but I just don't like that sales representative". The purchasing agent is most likely experiencing: A) intensity bias. B) relationship bias. C) personality conflict bias. D) emotional intelligence bias. E) communication-style bias. E) communication-style bias. Kaitlyn has been described as a "take charge" sales representative. Her style model would be: A) sociable B) dominant C) easy going D) authoritarian E) reserved B) dominant People who are highly sociable tend to: A) hide their feelings. B) deny they have feelings. C) be followers. D) dislike authority. E) express their feelings freely. E) express their feelings freely. Cecilia has been described as having an Emotive style. She has: A) low sociability/low dominance B) high sociability/low dominance C) low sociability/high dominance D) high sociability/high dominance E) good communication-style flexing ability D) high sociability/high dominance Emotive people want to: A) dominate others. B) avoid developing social relationships. C) let others do the talking. D) develop social relationships quickly. E) relax in social settings. D) develop social relationships quickly. Bob has been described as having a Directive style. Bob has: A) low dominance/high sociability B) high dominance/low sociability C) high dominance/high sociability D) low dominance/low sociability E) low communication-style flexing ability B) high dominance/low sociability Directive people generally: A) take charge of some facet of the operation. B) take charge of every facet of the operation. C) delegate some responsibility to someone else. D) have low communication-style flexing skills. E) delegate all responsibility to someone else. B) take charge of every facet of the operation. Scott has been described as having a Reflective style. He has: A) high dominance/high sociability B) high communication-style flexing skills C) high dominance/low sociability D) low dominance/high sociability E) low dominance/low sociability E) low dominance/low sociability Reflective individuals: A) are outspoken and expressive. B) want to create social relationships. C) tend to reflect but rely on others' opinions. D) like to dominate over others E) gather all information before forming an opinion. E) gather all information before forming an opinion. People with Supportive communication-style use __________ to accomplish tasks. A) power B) authority C) friendly persuasion D) logical arguments E) bribes C) friendly persuasion Supportive individuals: A) control emotional expression. B) find it easy to express views. C) do not express views. D) seem difficult to get to know. E) like to dominate over others. C) do not express views. Sally was sure she was going to close a deal with the ABC company president, Mr. Jones. She presented the facts fast and focused, and stuck to business. Mr. Jones wanted to have coffee and inquired how she enjoyed her position. She declined coffee and avoided his question. She did not make the sale because of what communication-style bias? A) She is an Emotive/he is Supportive B) She is a Directive/he is a Reflective C) She is an Emotive/he is Emotive D) She is a Supporter/he is an Emotive E) She is a Directive/he is a Supportive E) She is a Directive/he is a Supportive Desmond wants to be able to adapt his communication style in order to accommodate the needs of other people. Desmond is: A) style flexing B) flexible C) friendly D) accommodating E) style changing A) style flexing To sell effectively to Emotives, Alyson must: A) be stiff and formal B) place a lot of emphasis on facts and details C) talk about his plans D) support his own opinions E) build goodwill and relationships E) build goodwill and relationships People with which communication style have low style-flexing ability? A) Style-flexibility is a sales strategy that can be learned by people of all styles B) Reflective C) Supportive D) Directive E) Emotive A) Style-flexibility is a sales strategy that can be learned by people of all styles Kevin wants to be successful in selling to Supportives. He must: A) disagree assertively. B) stay in zone one. C) quickly present a lot of facts. D) talk only about his personal opinions. E) build a good social relationship with the client. E) build a good social relationship with the client. Communication-style flexing is part of the ________ strategy. A) presentation B) product C) customer D) relationship E) partnership D) relationship Which of the following statements regarding communication-style bias is true? A) communication-style bias is quite rare B) communication-style bias will not surface between two people with the same communication style C) it is often difficult to explain the symptoms that accompany communication-style bias D) communication-style bias is commonly understood in our society E) communication-style bias has no place in sales C) it is often difficult to explain the symptoms that accompany communication-style bias All of the following statements regarding communication styles are true, except: A) a communication style is a way of thinking and behaving. B) there is a finite number of communication styles. C) individual differences change over time. D) individual differences are important. E) communication styles are based on a combination of hereditary and environmental factors. C) individual differences change over time. Communication-style bias is a: A) rare problem in selling. B) common problem in selling. C) problem that never occurs. D) problem that cannot be overcome. E) is a personality disorder. B) common problem in selling. A customer who takes the social initiative in most cases and expresses emotions openly is displaying characteristics of the ________ style. A) Directive B) Supportive C) Emotive D) Constructor E) Reflective C) Emotive The words "aloof" and "stuffy" describe the ________ side of the ________ style. A) immature; Reflective B) immature; Supportive C) immature, Emotive D) mature; Supportive E) mature; Reflective A) immature; Reflective When we move into the excess zone, all of the following typically occur, except: A) our strengths tend to become weaknesses B) style flexing increases C) we say and do things which threaten interpersonal relations D) style flexing decreases E) our weaknesses tend to become strengths B) style flexing increases When a Reflective salesperson moves into the excess zone, he or she is apt to: A) agree with everyone. B) avoid making decisions. C) excessively giggle. D) express highly emotional opinions. E) become extremely competitive. B) avoid making decisions. Communication-style bias is most likely to occur when salespeople: A) have different ranges of vocabulary. B) have contact with another person whose communication style is different than their own. C) lack a grasp of social etiquette. D) from diverse parts of the country meet and have difficulty understanding each other's dialects. E) meet people from other parts of the country or globe B) have contact with another person whose communication style is different than their own. All of the following are major principles supporting communication style theory, except: A) individual differences exist and are important B) the most successful business and social relationships are those between identical styles C) there is a finite number of communication styles D) it is not an ability but a way to thinking and behaving E) everyone makes judgments about others based on communication style B) the most successful business and social relationships are those between identical styles Which of the following is an accurate statement regarding the communication-style model? A) It is based on three important dimensions of human behaviour. B) It reflects research conducted in the late 1970s. C) It discusses sixteen personality types. D) It is composed of four distinct quadrants, each representing a major communication style. E) It is composed of six distinct quadrants, each representing a major dimension of human behaviour. D) It is composed of four distinct quadrants, each representing a major communication style. The scale designed to measure the amount of control we exert over our emotional expressiveness is the: A) emotional index. B) a Myers-Briggs matrix. C) sensitivity scale. D) sociability continuum. E) excess zone. D) sociability continuum. Which style flexing technique is most appropriate for a reflective salesperson to use in the presence of an emotive customer? A) provide support for the customer's opinions and ideas B) be more reserved C) avoid an open display of enthusiasm D) decrease your assertiveness E) avoid too much informality A) provide support for the customer's opinions and ideas Clues to a customer's communication style include all of the following, except: A) physical stature B) tone of voice C) gestures D) facial expressions E) personality A) physical stature The combination of high dominance and low sociability defines a style known as: A) Constructor. B) Emotive. C) Directive. D) Supportive. E) Reflective. C) Directive. Zone one, zone two, and the excess zone within the communication-style model are used to describe which dimension of our communication styles? A) maturity B) predictability C) flexibility D) creativity E) intensity E) intensity The combination of low dominance and low sociability defines a communication style known as: A) Supportive. B) Emotive. C) Reflective. D) Directive. E) Constructor. C) Reflective Most successful sales people seem to possess the ________ communication-style. A) directive and supportive. B) reflective and emotive. C) emotive and directive. D) supportive and reflective. E) directive, supportive, emotive, and reflective. E) directive, supportive, emotive, and reflective. Kofi can be described as extroverted, informal, active and he expresses his feelings without reservation. Kofi's communication-style can be described as: A) Supportive. B) Flexible. C) Reflective. D) Emotive. E) Directive. D) Emotive. Callum likes to get to the point, prefers to do the talking rather than listening, is quite business like and likes to maintain control. His communication-style can be described as: A) Reflective. B) Supportive. C) Emotive. D) Directive. E) Intense D) Directive. Mark is formal in social relationships, does not express his opinions dramatically, prefers orderliness and structure and tends to curb his emotions. Mark has a: A) Reflective style. B) Directive style. C) Flexible. D) Supportive style. E) Emotive style. A) Reflective style. One of the factors which makes sales people drift into the excess zone is: A) lack of training. B) lot of training. C) their unique behavioural characteristics. D) stress. E) immaturity. D) stress Altering sales behaviour in order to improve communication with the customer is called: A) behaviour modification selling. B) adaptive selling. C) communication-bias selling. D) value-added selling. E) flexible selling. B) adaptive selling. Suzie has strong opinions on issues; she is frank, assertive, and demanding. When she meets her customer Simon, she tries to temper her opinions and becomes less rushed in her verbal and nonverbal communication. It can be said that Suzy is using: A) adaptive selling. B) accommodation selling. C) behaviour modelling selling. D) value-added selling. E) cultural sensitivity. A) adaptive selling.