Term
| Communication breakdowns caused by: |
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Definition
| encoding and decoding problems, the environment in which the communications occur |
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Term
| how to send verbal messages effectively |
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Definition
| choice of words, voice characteristics, stories |
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Term
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Definition
| salespeople should listen 80% of the time and talk 20% of the time |
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Term
| speaking listening differential |
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Definition
| people can speak at a rate of only 120-160 words per min., but they can listen to more than 800 words per min. |
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Term
| characteristics of active listening |
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Definition
| repeat, restate, clarify or rephrase info, summarize conversations, tolerate silences, concentrate on the ideas being communicated |
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Term
| non verbal messages come from: |
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Definition
| body angle, face, arms, hands legs |
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Term
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Definition
| uncrossed arms and legs, leaning forwards, nodding |
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Term
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Definition
| crossed arms or legs, leaning backwards, shaking head |
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Term
| using body language as nonverbal communication |
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Definition
| facial muscles, eye contact, hand mov't and hand shaking, posture and body mov'ts. |
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Term
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Definition
| consider the geography (tempt, local culture norms), consider your customers (their appearance, their expectations of your appearance, consider your corporate culture (norms for your industry), consider your aspirations (top levels of your org, dress above ur position, consider your own personal style (wait until halo effect, be reasonable) |
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Term
| face-to-face conversations |
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Definition
| 40% words, 10% voice characteristics, 50 nonverbal comm |
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Term
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Definition
| practice, prepare, don't be rushed, smile as you talk, active listening, set objectives |
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Term
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Definition
| use meaningful subject lines, put important info 1st, be aware of tone, don't deliver bad news, etc |
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Term
| adjusting for cultural differences |
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Definition
| salespeople need to recognize that business practices differ around the world, terms have different meanings, time perception |
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Term
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Definition
| most of the info that flows between buyer and seller is in the spoked words themselves |
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Term
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Definition
| more info contained in factors surrounding the communication |
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Term
| using English in international selling |
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Definition
| use common English words, use words w/o multiple meanings, avoid slang, etc |
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