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
According to the DISC behavioral model, which communication style should a sales trainer use when presenting to a high-'D' (Dominant) buyer?
Answer: Be direct, focus on results, and minimize unnecessary details
High-D personalities prefer direct, results-focused communication and dislike lengthy preambles or excessive detail.
Which element of nonverbal communication has the greatest impact on perceived trustworthiness in face-to-face sales interactions?
Answer: Consistent eye contact within cultural norms
Consistent, culturally appropriate eye contact is most strongly linked to perceived honesty and trustworthiness in face-to-face interactions.
A CST is coaching a rep who struggles with objection handling because they freeze when challenged. Which motivational approach addresses the root cause?
Answer: Use systematic desensitization through graduated role-play scenarios
Graduated role-play scenarios build confidence progressively, directly addressing the anxiety response that causes freezing.
In the context of sales motivation, what does 'expectancy theory' (Vroom) suggest is the primary driver of effort?
Answer: The belief that effort leads to performance, which leads to valued rewards
Vroom's expectancy theory holds that motivation is driven by the belief that effort produces results, results produce rewards, and those rewards are valued.
When delivering a motivational keynote to a sales team, which storytelling structure is most effective for driving behavioral change?
Answer: Hero's journey narrative with a relatable protagonist overcoming a specific challenge
The hero's journey structure is most persuasive because it creates emotional identification and shows a concrete path from challenge to success.
A trainer is working with a multilingual sales team. Which communication principle is most critical when delivering training content?
Answer: Simplify language, use visuals, and check comprehension frequently
Simplified language, visual aids, and frequent comprehension checks ensure all team members receive and retain training content equally.
Which feedback model is most commonly recommended in CST-level sales coaching for behavior change?
Answer: SBI model: Situation-Behavior-Impact
The SBI (Situation-Behavior-Impact) model provides specific, observable, and non-judgmental feedback that is most effective for driving behavior change.