CSI Module 2 G&W

Question 1 of 32

CLEAR

Is the embodiment of good communication skills
Is an objection handling tool
Is a methodology for improving listening skills
Helps calm angry customers
All of the above

Question 2 of 32

Provide an example of how your paradigm caused you to misunderstand the customer’s intention.

This response will be awarded full points automatically, but it will be reviewed and possibly adjusted after submission.

Question 3 of 32

The “C” in CLEAR stands for

Conscious or Controlled
Common Ground
Continue
Creative
All of the above

Question 4 of 32

CLEAR

Can be used in all relationships
Deepens understanding and mutual interest
Is non-manipulative and therefore not regarded as a slick sales technique
Will not overcome all problems
All of the above

Question 5 of 32

People buy from salespeople

They like
They trust
Who understand their business
Who bring value to their business
All of the above

Question 6 of 32

Consciousness is

The ability to distinguish facts from interpretation
The ability to collect feedback and adjust behavior accordingly
The awareness of paradigm and the impact it has on communication
The ability to remain focused while simultaneously alert to broader context of the dialogue
All of the above

Question 7 of 32

It is important to ask “clarifying” questions because

Careless questions may actually anger the customer
It is important to understand before responding
Clarifying questions send out the message that you want to help
Clarifying questions help you shape the most appropriate response to the customer
All of the above

Question 8 of 32

Consciousness

Leads to greater understanding and subsequently better relationships
Is taking responsibility for how we communicate with others
Is the ability to distinguish facts from interpretations
Is being receptive and open to new information
All of the above

Question 9 of 32

CLEAR can be used to

Diffuse objections
Demonstrate patience and interest
Demonstrate a willingness to learn
Enhance the relationship
All of the above

Question 10 of 32

The “L” in CLEAR stands for

Listening
Learn
Like
Love
Lifelong

Question 11 of 32

The difference between influence and manipulation is . . .

Manipulation is one sided
Manipulation disregards the long-term relationship
Manipulation is frequently based on threats and intimidation
Influence is based on what is in the long-term interest of both parties
All of the above

Question 12 of 32

Conscious Listening

Is the ability to listen without becoming distracted
Is the ability to listen without becoming preoccupied with a response
Is the willingness to never interrupt someone else
Is the ability to think about listening even as we are listening
All of the above

Question 13 of 32

The best way to handle a customer who is blaming you for something you are not personally responsible for is

Remember that your job is to manage the relationship
Never apologize for something you are not personally responsible for
Ignore the customer's concern
Tell the customer that the issue was someone else's fault not yours
All of the above

Question 14 of 32

The “E” in CLEAR stands for

Eager
Empathy
Ensure
Energy
Efficiency

Question 15 of 32

The No.1 complaint about salespeople is

They do not listen
They lie about products and services
They do not return phone calls
They are easily distracted
None of the above

Question 16 of 32

Empathy is

The same thing as sympathy
Agreeing with the customer
Understanding and letting the customer know you understand
Feeling sorry for the customer
All of the above

Question 17 of 32

The “A” in CLEAR stands for

Articulate
Aspire
Ask Clarifying Questions
Analyze
Acknowledge

Question 18 of 32

The “R” in CLEAR stands for

React
Respond or Recommend
Require
Request
All of the above

Question 19 of 32

In communicating with others it is important to

Balance all of the behaviors that make up CLEAR
Listen to understand
Be conscious of the impact of paradigm
Be conscious of not dominating the conversation
All of the above

Question 20 of 32

The difference in reacting and responding is

There is no difference
The intention of the speaker
Reacting is impulsive, responding is patient and mindful of paradigm
Reacting is confident, responding is timid
All of the above

Question 21 of 32

The difference between empathy and sympathy is . . .

There is no difference
Sympathy is easy; empathy is hard
Sympathy is emotionally based; empathy is based on understanding, but not necessarily agreeing
Empathy implies that both parties feel the same way
All of the above

Question 22 of 32

Customers will

React negatively to CLEAR
Not care how you respond as long as you solve their problem
Respond positively to CLEAR if they think you are being sincere
Become frustrated if you do not immediately have a response
All of the above

Question 23 of 32

The best way to handle the price objection is to

Use CLEAR
Convey value early and often
Establish the criteria of selection on the front end
Ask "If my price were the same as my competitor's, how would you make your decision?"
All of the above

Question 24 of 32

CLEAR

Works both with customers and in personal relationships
Should be practiced on a daily basis
Is both a communication style and a methodology for managing objections
Is a demonstration of respect
All of the above

Question 25 of 32

Professional relationships

Are harder to maintain today because of increased competition
Are based more on trust and credibility than on likability
Come with higher expectations than ever before
All of the above
None of the above

Question 26 of 32

When a salesperson gets angry

He loses his credibility with the customer
He loses his ability to think clearly
He diminishes his ability to influence the customer
He needs to remind himself that managing his emotions is part of his professional responsibility
All of the above

Question 27 of 32

Trust

Is based on several factors including honesty, integrity and credibility
Can be difficult to establish in new relationships
Can be difficult to repair if damaged
Is fragile but can be maintained with constant care and attention
All of the above

Question 28 of 32

The No.1 attribute that customers look for in salespeople is

The ability to ask good questions
Good listening skills
Influencing skills
Closing skills
None of the above

Question 29 of 32

Paradigm

Is made up of our past experiences, values, needs, goals and fears
Is a barrier that distorts how we see and hear things
Causes us to react in ways that might hurt relationships
Prevents us from hearing things the way they were intended
All of the above

Question 30 of 32

The best way to get better at CLEAR is to . .

Practice CLEAR in both personal and professional relationships
Think about ways to ask good clarifying questions
Role-play CLEAR before every sales call with your sales manager
Make a list of the most common objections and practice them regularly with your colleagues
All of the above

Question 31 of 32

Paradigm

Typically changes with more information
Is something we all have but most people are not aware of
Causes miscommunication and misunderstanding
Is something we can never fully escape from
All of the above

Question 32 of 32

List three objections that seem to trip you up. How could you use CLEAR to diffuse each objection? What clarifying question would you ask and how would you respond?

This response will be awarded full points automatically, but it will be reviewed and possibly adjusted after submission.

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