Term
| Communication breakdowns are caused by: |
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Definition
- Encoding and Decoding Problems
- The environment in which the communications occur
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Term
| In order to send verbal messages effectively, what factors are important? |
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Definition
- Choice of words
- Voice characteristics (rate of speech, loudness, inflection, articulation)
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Term
| Salespeople should listen ____% of the time and talk no more than ___% of the time |
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Definition
| 80;20. This is the 80/20 rule. |
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Term
| What is the speaking-listening differential? |
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Definition
| People can speak at a rate of only 120-160 words per minute, but can listen to more than 800 words per minute |
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Term
| Active Listening involves.... |
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Definition
- Repeating information that has been communicated to you
- Restating or rephrasing information that has been communicated to you
- Clarifying information that has been communicated to you
- Summarizing the conversation
- Tolerating silences
- Concentrating on the ideas being communicated
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Term
| A salesperson talking with open or relaxed hands is sending a ________ signal |
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Definition
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Term
| Self touching (i.e. fidgeting with hands) indicates what in communication? |
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Definition
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Term
| Intertwined fingers indicate that the salesperson is expressing _____________ |
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Definition
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Term
Which of the following signals of nonverbal communication are positive/negative?
- Leaning forward
- Shaking head
- Crossed arms or legs
- Smiling or otherwise pleasant expression
- Nodding
- Eye Contact
- Crossed arms or legs
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Definition
- Positive
- Negative
- Negative
- Positive
- Positive
- Positive
- Negative
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Term
Which of the following signals of nonverbal communication are positive/negative?
- Uncrossed arms or legs
- Little change in expression,lifeless
- Animated, excited reaction
- Leaning backward or turned away
- No eye contact
- Furrowed brow, pursed lips, frowning
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Definition
- Positive
- Negative
- Positive
- Negative
- Negative
- Negative
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Term
| What kind of questions encourage forthright discussion? |
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Definition
- Perhaps there is some reason you cannot share the information with me
- Are you worried about how I might react to what you are telling me?
- I have a sense that there is really more to the story than you are telling me. Let's put the cards on the table so we can put this issue to rest.
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Term
| In terms of shaking hands, (salespeople/prospect) should be the first extend their hand to a prospect. |
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Definition
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Term
| What kind of posture should a salesperson have (hint: what are the extremes, where should the salesperson's posture lie in the spectrum) |
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Definition
| In a comfortable position. Slouching represents lack of self confidence and discipline, overly erect posture expresses rigidity. |
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Term
| Salespeople shoud use ______ eye contact, but avoid...... |
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Definition
| direct;glancing from face to face or staring at a wall or into space |
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Term
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Definition
| 0-2 feet; reserved for a person's closest relationships |
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Term
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Definition
| 2-4 feet; close friends and those who share special interests |
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Term
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Definition
| 4-12 feet; business transactions and other interpersonal relationships |
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Term
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Definition
| 12 feet+;speeches, teachers in classrooms, and passersby |
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Term
| The two priorities in dressing for business |
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Definition
- Getting customers to notice you in a positive way
- Getting customers to trust you
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Term
| What factors should be considered when deciding appearance? |
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Definition
- geography (climate, local culture)
- customers' appearance, expectations
- Corporate culture and industry norms
- Your own aspirations - dress above your position
- Consider your own personal style - wait until you have the halo effect, be reasonable
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Term
| In face to face conversation, ___% is words, ___% is voice characteristics, ___% is nonverbal communication |
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Definition
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Term
| In telephone calls, what needs to be done before/during? |
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Definition
- Practice
- Prepare
- Don't be rushed
- Smile as you talk
- Practice active listening
- Set Objectives
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Term
| If making a cold call to set up an appointment, (do/don't) leave a voicemail message |
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Definition
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Term
| In email communications, the important information should go where in the email? |
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Definition
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Term
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Definition
| Most of the information that flows between buyer and seller is in the spoken words themselves. |
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Term
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Definition
| More information is contained in factors surrounding the communication (i.e. nonverbal cues and gestures, attitudes, actions) |
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Term
| In a low context culture, a person's words are |
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Definition
| Not to be relied on; GET IT IN WRITING |
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Term
| In a high context culture, how is time managed? |
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Definition
| Everything is dealth with eventually as opposed to avoiding the wasting of time in low context cultures |
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Term
| Competitive bidding - high context vs. low context |
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Definition
| Not very common, very common |
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Term
| Lawyers - high context culture vs. low context culture |
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Definition
| not very important, very important |
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Term
| Personal space - high context vs. low context |
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Definition
| common space is shared, people stand close;people have private space around themselves and resent intrusions into their space. |
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