Communication & Negotiation Skills Flashcards
7 cards from real CSE practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Communication & Negotiation Skills flashcards as text
Which communication framework structures a message as Situation, Complication, Resolution to make persuasion clearer?
Answer: SCR (Situation-Complication-Resolution)
The SCR framework, popularized by McKinsey, organizes persuasive communication around context, problem, and solution.
During price negotiations, a prospect says 'We need at least 30% off.' The recommended counter is to:
Answer: Ask what value or term adjustments would make the full price work
Responding with a value-alignment question uncovers underlying interests and preserves room to trade on non-price variables.
What is the purpose of a 'proof of concept' (POC) discussion in the sales engineering communication process?
Answer: To align on success criteria before the POC begins, ensuring a clear evaluation path
Aligning on success criteria before the POC ensures both sides agree on what 'success' means, reducing post-POC disputes.
In cross-cultural negotiations, what is the most important adaptation a U.S.-based sales engineer should make when working with clients from high-context cultures?
Answer: Invest time in relationship building and read indirect communication cues carefully
High-context cultures place heavy emphasis on relationships and indirect communication, requiring patience and attention to nonverbal signals.
A technical objection arises that the sales engineer cannot immediately answer. The best response is to:
Answer: Acknowledge the question, commit to a specific follow-up timeline, and deliver on that promise
Acknowledging and committing to a follow-up timeline builds trust and ensures the objection is resolved without fabricating an answer.
Which technique helps a sales engineer gain micro-commitments from a prospect throughout the sales cycle?
Answer: Asking for agreement on small points progressively (yes ladder)
A yes ladder builds progressive buy-in by securing small agreements that accumulate into a disposition toward the final decision.
When a negotiation reaches an impasse, which approach is most likely to break the deadlock constructively?
Answer: Introduce a new variable or creative option not previously discussed
Introducing a new variable expands the solution space and gives both parties a path forward without anyone losing face.