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30 Cards in this Set
- Front
- Back
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Explain what takes place during the first 30 seconds of a first encounter.
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30 seconds is all it takes to formulate either a positive or negative impression.
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What is the four-minute barrier?
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Amount of time it takes to be received or rejected.
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What three factors are considered in first impressions and what are their percentages?
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1. 55% what we see
2. 38% tone of voice 3. 7% our words |
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What is nonverbal communication?
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body language
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Briefly describe the following body language tools:
1. Eyes |
referred to as the primary form of nonverbal contact.
80/20 rule many emotions are conveyed via eye contact |
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Briefly describe the following body language tools:
1. Body Messages |
postures, positions, movements, hands, gestures, mannerisms, touching and space.
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Briefly describe the following body language tools:
1. Postures and Positions |
When people are tense, defensive, and just unreceptive, they give off body gestures.
Actions speak louder than words |
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Briefly describe the following body language tools:
1. Private bubble |
Impersonal business or discussions: 3 - 5 feet
Close friends and family: 2 feet We don't like people to enter this private bubble |
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Briefly describe the following body language tools:
1. Touching |
Should be done with extreme caution
A firm handshake indicates friendliness and confidence |
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Briefly describe the following body language tools:
1. Mirroring |
Establish a level of trust and rapport between the salesperson and the customer
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Identify the four guidelines in understanding body language.
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1. One signal can have multiple meanings
2. We speak in clusters 3. When there is a contradiction believe the body signal 4. Avoid annoying body signals |
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Describe at least five annoying mannerisms that salespeople should avoid.
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1. Scratch head
2. Run hand/comb through hair 3. Screwing at an ear 4. Raising eyebrows 5. Picking nose or teeth |
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What elements make up verbal language?
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1. Tone of voice
2. Words 3. Figures of speech |
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What are the three components of voice tone?
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Pitch, Volume, Rate
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Zig Ziglar says that the most persuasive tool a person has is what?
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His own voice
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What type of words should be used in positive verbal communication?
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Stir up positive meaning in customers are usually best for achieving your selling goals
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Simile:
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comparing the familiar qualities of two items (like/as)
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Metaphor:
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Using figures of speech brings in creativity and helps create a picture for the buyer (is)
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Euphemism:
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When you substitute a more pleasant word for the one that may offend or suggest something unpleasant
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Define surface language.
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Combination of grooming and dress
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What we wear will immediately establish what?
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our credibility and likeness
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The key word for your dress is what?
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appropriate
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Identify and describe the five guidelines of dress.
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1. Desired image
2. Produce or service sold 3. Type of customer 4. Body make-up 5. Dress rules and guidelines |
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Identify a few written dress rules by dress authorities.
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Avoid high fashion and exaggerated styles of clothing
Never wear double-knit suits, sports coats, pants or shirts Wear dark brown, burgundy, or black shoes for business Wear darker clothing for more serious selling or business situations |
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How many companies have dress codes?
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97
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How many executives would send their children to a course about learning how to dress?
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100
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How many executives turn down people who didn't dress properly at job interviews?
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84
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Describe what makes up a person's personality.
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Traits
Attitudes Personal Experiences Physical Characteristics Attributes Environment |
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How can a person reprogram his / her personality?
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Entering thoughts of success that will produce healthy productivity.
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Identify and briefly explain ten ways to build a persuasive personality.
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Be Socially Sensitive (good manners)
Call people by their names Make others feel important Learn to project a spontaneous smile Develop a genuine interest in others Keep appointments and follow through Be careful with humor Learn to look people in the eye Develop good health habits Watch your appearance and grooming |
