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Communication Skills & Motivational Strategies Flashcards

7 cards from real CST 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 Skills & Motivational Strategies flashcards as text

  1. A sales trainer notices a trainee consistently talks over prospects during role-play. Which communication technique should the trainer emphasize first?

    Answer: Practice active listening by pausing 2-3 seconds after the prospect finishes

    Pausing after the prospect finishes speaking is a foundational active listening technique that prevents interruptions and signals respect.

  2. When motivating a sales rep who is in a prolonged slump, which motivational strategy is most effective according to CST principles?

    Answer: Identify and build on the rep's intrinsic motivators and small wins

    Building on intrinsic motivators and celebrating small wins rebuilds confidence and sustains long-term motivation during slumps.

  3. Which NLP (Neuro-Linguistic Programming) concept is most applicable when a sales trainer is helping a rep mirror a prospect's communication style?

    Answer: Rapport through pacing and leading

    Pacing and leading in NLP involves matching the prospect's communication patterns to build rapport before guiding the conversation.

  4. A CST is designing a motivational program for a sales team. Which of Maslow's hierarchy levels is most relevant for experienced, high-earning reps?

    Answer: Esteem and self-actualization needs

    High-earning experienced reps typically have their lower-level needs met, making esteem and self-actualization the primary motivational drivers.

  5. During a training debrief, a trainee becomes defensive when receiving constructive feedback. What is the trainer's best response?

    Answer: Acknowledge the trainee's feelings before redirecting to specific behaviors

    Acknowledging emotions first lowers defensiveness and creates psychological safety for the trainee to receive feedback.

  6. Which questioning technique is most effective for uncovering a prospect's deeper motivations during a discovery call?

    Answer: Funnel questioning starting broad and narrowing to specifics

    Funnel questioning allows the salesperson to explore broadly before focusing on the prospect's specific needs and motivations.

  7. A sales trainer wants to improve team cohesion and peer motivation. Which strategy best leverages social motivation principles?

    Answer: Create collaborative team challenges with shared rewards

    Collaborative challenges tap into social motivation and belonging needs, strengthening team cohesion while driving performance.