NBS Pre & Post Quiz

What is the 4-step process to influence people and close sales?

• Building credibility, Engaging emotion, Demonstrating logic, Facilitating action

• Building rapport, Asking questions, Handling concern

• Presentation, Closing, Recruitment, Closing

• Building rapport, Engaging emotion, Handling concern, Closing

Influence is a form of persuasive communication. Choose the correct statement below to define influence.

• It requires us to use all the communication skills

• It requires empathy and understanding, knowledge and insights and diplomacy

• Give a person a chance to consider another alternative

• All of the above

In building trust, it requires strong connection, higher values, reliability and self-interest.

• True

• False

How would you analyse the difference between effective uses of mirroring during a conversation?

• Mirroring gestures or behaviours that are inappropriate or offensive in a different cultural context can backfire, causing discomfort or misunderstanding.

• The mirroring feels out of sync with the situation. For instance, mirroring high energy in a serious conversation might come across as insincere or inappropriate.

• Mirroring is balanced with active listening and meaningful engagement. The person using the technique is focused on understanding the other person's needs and emotions, enhancing rapport.

• Over-focusing on mirroring leads to a lack of genuine interaction. If the person is too concentrated on copying movements, they might miss important verbal cues or responses, reducing the quality of communication

How do emotions like fear and excitement influence decision-making processes?

• In a state of excitement, decisions may be made more impulsively, driven by emotions.

• Excitement can speed up the decision-making process as individuals are eager to act quickly to seize opportunities or chase positive outcomes.

• Fear triggers a protective response, often causing individuals to become more cautious and avoid risks.

• All of the above.

How would you adjust your communication style when managing someone with a compliant (C) profile compared to someone with an influential (I) profile?

• Individuals with a compliant profile value precision, data, and structure. They prefer clear, logical communication backed by facts and evidence.

• Use an engaging, upbeat tone and communicate in an informal, friendly manner. Make sure to acknowledge their ideas and contributions with enthusiasm.

• Communicate goals, objectives, and outcomes clearly, but don't get bogged down in minutiae. They respond better to inspirational messages and a focus on the bigger picture.

• Be generous with compliments and public recognition when they contribute

Choose the correct statement for "Anchoring" in influencing your customer.

• "By investing regularly, able to lower down average cost per unit in the long run.

• "You can invest with a lump sum investment of RM 100,000, but because we want to make it affordable to invest, if you invest now with lump sum of RM 30 ,000 and monthly investment of RM 500 for the next 10 years".

• Every day is a good day to invest regularly, plus you will be more discipline in saving for future.

• Investing in unit trust is mainly to hedge against inflation.

Statement below are ways to manage concern, EXCEPT.

• Identify the concern

• Avoid or reject sales with concerns

• Create a step-by-step ways to handle concern

• Choose the best solution

Identify whether the statement below is soft closing.

• "How do you feel about what we have discussed so far?"

• "Shall we do the documentation now?"

• a.       “Can I have your NRIC”

• a.       “We are really looking forward to working with you to achieve your financial objectives. Shall we start with RM 100,000 lump sum and regular investment of RM 1,000 per month.”

1.       Why is demonstrating logic important if most people rely on their emotions to make decisions?

• Demonstrating the logic behind the decision helps people feel confident in the decision

• It allows customer to justify their decision to invest

• It allows to arm yourself to understand better your investment portfolio

• All of the above