Term
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Definition
| process in which the listener attempts to draw out as much information as possible by actively processing information received and stimulating the communication of additional information |
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Definition
| drawing a parallel between one thing and another |
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Definition
| the process of recognizable speech |
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Definition
| nonverbal signals communicated through facial expressions, arms, hands, and feet |
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Definition
| communication activity undertaken by a receiver interpreting the meaning of the received message |
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Term
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Definition
| a guideline that suggests salespeople should listen 80 percent of the time and talk 20 percent of the time |
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Definition
| communication activity undertaken by a sender translating his or her thought into a message |
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Definition
| culture in which the verbal part of communication carries less of the information in a message than the nonverbal parts. The sender's values, position, and background are conceived by the way the message is expressed. |
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Definition
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Definition
| that physical space around a buyer that is reserved primarily for a person's closest relationships |
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Definition
| speech characterized by high volume and intensity |
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Term
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Definition
| culture in which the verbal part of communication carries more of the information in a message than the nonverbal parts |
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Term
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Definition
| sounds unrelated to the message being exchanged between a salesperson and a customer |
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Term
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Definition
| nonspoken forms of expression - body language, space, and appearance - that communicate thoughts and emotions |
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Term
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Definition
| that physical space around a buyer that is reserved for close friends and those who share special interests |
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Term
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Definition
| that physical space around a person in which listening to speeches, and interacting with passersby is comfortable for that person |
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Term
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Definition
| the time between sending a message and getting a response to it |
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Term
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Definition
| that physical space around a person in which business transactions and other impersonal relationships are comfortable for the person |
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Term
| speaking-listening differential |
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Definition
| the difference between the 120-160 words per minute rate of speaking versus the 800 words per minute rate of listening |
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Term
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Definition
| interpersonal communication in which both parties act as senders and receivers. Salespeople send messages to customers and receive feedback from them; customers send messages to salespeople and receive responses |
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Term
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Definition
| the rate of speech, loudness, pitch, quality, and articulation of a person's voice |
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Term
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Definition
| story or scenario designed to help the buyer visualize a point |
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