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7) What is the impact of nonverbal communication in a face-to-face conversation?

  A. 20% B. 40%
  C. 70% D. 85%

8) Which of the following gestures is/are associated with lying?

  A. Talking through fingers B. Eye rub
  C. Ear rub D. Lack of direct eye contact
  E. All of the above  

Quiz Answer Key

1. (C) The palm to chest gesture indicates sincerity.

2. (D) The thumb under the chin gesture indicates critical judgment and a negative attitude. A good way to get your prospect to drop this gesture is to hand them something.

3. (A) The chin rub gesture indicates decision. When you see this gesture, avoid the temptation to interrupt. If the gestures that follow chin stoking are positive, ask for the order.

4. (C) When someone rubs his or her nose it's an indication that they don't like the subject. When you see this gesture you would be wise to probe with open-ended questions to draw out your customer's concern.

5. (B) When someone touches his or her eyeglasses to their lips it signals that they're stalling or delaying a decision. If they put their glasses back on, it's a buy signal. If they put them away, you have more work to do.

6. (C) When a person looks over his or her eyeglasses it indicates judgment and scrutiny.

7. (C) Research indicates over 70 percent of our communication is achieved nonverbally. In addition, studies show that nonverbal communication has a much greater reliability than the spoken word. Therefore, you would be wise to rely on body language as a more accurate reflection of a person's true feelings.

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December 2005