SALESPERSON CULTURAL COMPETENCE QUIZ
By Michael Soon Lee, MBA – Copyright © 2005

1. What is the most appropriate greeting when first meeting a male multicultural customer?

Shake his hand since this is the universal greeting.
Pat him on the back
Wait for him to do what’s comfortable for him
Present your business card
Bow since this is the most common greeting in the world

2. If a female customer does not put her hand out to greet you what should you do?

Put your hand out so she’ll know to shake your hand
Pat her on the back
Kiss her on the cheeks
Nod in her direction to show respect
Simply smile since this is universal

3. When a major purchase will be financed, what should you never ask?

How much of a down payment do you have?
How long a loan do they want?
Have you been pre-approved for a loan?
What amount of loan would you like?
Do you have a favorite bank?

4. When exchanging business cards with a multicultural customer you should be sure to:

Bow as you present it
Accept their card with your left hand
Present your card with both hands
Hand them your card with the wording facing you
Always ask them for two so you can keep one in their file

5. One word you will probably never hear from a Japanese customer is:

“Yes”
“No”
“Maybe”
“OK”
“Sorry”

6. A product demonstration with a Hispanic buyer is likely to be most effective by:

Giving them a manual to read
Letting them try it for themselves
Showing them a diagram
Verbally explaining its operations to them
Playing them a video

7. A product demonstration with an Asian buyer is likely be most effective by:

Giving them a manual to read
Letting them try it for themselves
Showing them a diagram
Verbally explaining its operations to them
Playing them a video

8. A product demonstration with an African American buyer is likely be most effective by:

Giving them a manual to read
Letting them try it for themselves
Showing them a diagram
Verbally explaining its operations to them
Playing them a video

9. When discussing financing with African American buyers you should never directly ask about:

Previous borrowing experience
Credit life insurance
Beliefs about discrimination in lending
How much of a down payment they intend to make
Their credit score

10. The group most likely to apply for a loan online is:

Whites
Hispanics
African Americans
Asians
Middle Easterners

11. If a customer constantly looks down during a sales presentation it probably means:

They do not like what you are saying
They do not understand you
You need to try harder
They respect you
They are distracted

12. What’s the major difference between high-context and low-context culture?

High-context people want to build a relationship before they buy
High-context people prefer detailed contracts
Low-context people want to know their salesperson personally before they buy
Low-context people place importance on job titles
Low-context people value long-term relationships

13. When talking with new immigrant buyers who show no body language which would be a definite buying sign?

Smiling
Nodding
Talking in their own language
Laughing
Asking questions

14. Which gesture is most universally offensive?

Pointing with the finger
The “OK” sign
Thumbs up
Talking with hands in pants pockets
Whistling at the opposite sex

15. Salespeople from which cultural group are most likely to clash with African American customers:

Whites
Hispanics
African Americans
Asians
Middle Easterners

16. Which group would likely stand the closest when talking to a salesperson?

Whites
Hispanics
African Americans
Asians
Middle Easterners

17. Which group is least likely to openly complain about poor service?

Whites
Hispanics
African Americans
Asians
Middle Easterners

18. Which group is mostly likely to openly display emotions during negotiations?

Whites
Hispanics
African Americans
Asians
Middle Easterners

19. Which group is least likely to try to negotiate the price of your product?

Whites
Hispanics
African Americans
Asians
Middle Easterners

20. Which “Thank you” gift would be least appropriate for Asians?

Clock
Box of candy
Pen & pencil set
Key chain
Kitchen utensils