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16 Cards in this Set
- Front
- Back
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Define an Organization
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Collectivities of individuals organized to achieve some purpose or goal. Individuals ARE the organization
1. Economic 2. Social |
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4 Approaches to Organization Communication
1. Information-Transfer 2. Transactional approach 3. Strategic Control 4. Balance of Creativity and Constraint |
1. Emphasizes the flow of communication from one to another
2. Acknowledges that people are in a constent state of interaction 3. Communication becomes a tool for controlling the enviornment 4. Communication used as a means of creating a culture's norms as well as promoting change |
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Formal Communication
Informal Communication |
Communication officially sanctioned by the organization and are task oriented (memos, newsletters)
Occurs between two individuals |
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Flow of Communication:
1. Upward 2. Downward 3. Lateral |
1. From lower up, workers rarely like to share negative messages with managers
2. Higher to lower, like direct orders 3. Shared between equals |
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Models of Organization-Employee Interaction
1. Exchange Model 2. Socializationg Model 3. Accommodation Model |
1. Exchange Incentives and rewards (benefits, money) for performance
2. Actively persuades employees about teh value of organizational goals and objectives (culture) 3.Partners in the decision making process |
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Positive interpersonal relationships between and with trusted _____ are the most dynamic source of power in the organization
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co-workers
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Most US employees work in a ____ based organization structured around inderdependant _____-_____ groups for improved work processes and better quality and service to costomers
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team
decision-making |
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Organization effectiveness depends on _______ and collaboration, blending both _____ and _____ factors
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communication
technical socal |
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3 Catergories of Teams
1. ____ teams are organized around the design and development of new products and services 2. _____ are responsible for entire task process that delivers a product or serive to a client 3. ____ ensures customer statisfaction and team performance |
1. Project teams
2. Work teams 3. Quality Improvement |
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3 Organizational Roles
1._____ summarizes and evaluates ideas, idea generation and performance progression 2. ____ is active in reducing tension or conflict to mantain team harmony and morale 3. ___ unproductive and harmful to team, dominates all aspects |
1. Task role
2. Maintance role 3. Self-Centered |
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Selling formula approach treats all customers aline with a ____ ____ or ____ with the idea that certain products are _____ to all regardless
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developed script
presentation attractive |
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3 mental states of a buyer
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1. Attention
2. Desire 3. Action |
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Needs satisfaction approach discovers the ___ of the customers and ____ how it will be ___. Requires greater _____ skills
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needs
demonstrates satisfied conversational |
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3 phases in the needs satisfaction approach
1.____ encourages the prospect to share need requirements 2. ____ sales-person relays info back 3. ____ demonstrates how product will meet those needs |
1. Need Development
2. Need Awareness 3. Need fulfillment |
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4 general personality traits
And how to sell to them DISC |
D- Dominate: in control, show how it will make them better
I- Influencial: Fun and popular, become friends and use small talk and stories S- Steady: Thinkers, planners, need data and time, show how it doesnt change but improves life style C- Compliant: Collects ino, high standards of performance, attention to details, provide plenty of evidence and detail |
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Techniques to close a sale
1. Presumption technique 2. Choice technique 3. Inciter technique 4. Report technique 5. Comparison and contrast technique |
1. Acting as if deal is done
2. Closing a minor aspect, pc or mac? 3. Last-resort, free delivery 4. Sharing a story on how it solved your problem 5. Compare features and beneifts with competitors |
