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30 Cards in this Set

  • Front
  • Back
Explain what takes place during the first 30 seconds of a first encounter.
30 seconds is all it takes to formulate either a positive or negative impression.
What is the four-minute barrier?
Amount of time it takes to be received or rejected.
What three factors are considered in first impressions and what are their percentages?
1. 55% what we see
2. 38% tone of voice
3. 7% our words
What is nonverbal communication?
body language
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
Briefly describe the following body language tools:

1. Body Messages
postures, positions, movements, hands, gestures, mannerisms, touching and space.
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
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
Briefly describe the following body language tools:

1. Touching
Should be done with extreme caution

A firm handshake indicates friendliness and confidence
Briefly describe the following body language tools:

1. Mirroring
Establish a level of trust and rapport between the salesperson and the customer
Identify the four guidelines in understanding body language.
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
Describe at least five annoying mannerisms that salespeople should avoid.
1. Scratch head
2. Run hand/comb through hair
3. Screwing at an ear
4. Raising eyebrows
5. Picking nose or teeth
What elements make up verbal language?
1. Tone of voice
2. Words
3. Figures of speech
What are the three components of voice tone?
Pitch, Volume, Rate
Zig Ziglar says that the most persuasive tool a person has is what?
His own voice
What type of words should be used in positive verbal communication?
Stir up positive meaning in customers are usually best for achieving your selling goals
comparing the familiar qualities of two items (like/as)
Using figures of speech brings in creativity and helps create a picture for the buyer (is)
When you substitute a more pleasant word for the one that may offend or suggest something unpleasant
Define surface language.
Combination of grooming and dress
What we wear will immediately establish what?
our credibility and likeness
The key word for your dress is what?
Identify and describe the five guidelines of dress.
1. Desired image
2. Produce or service sold
3. Type of customer
4. Body make-up
5. Dress rules and guidelines
Identify a few written dress rules by dress authorities.
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
How many companies have dress codes?
How many executives would send their children to a course about learning how to dress?
How many executives turn down people who didn't dress properly at job interviews?
Describe what makes up a person's personality.
Personal Experiences
Physical Characteristics
How can a person reprogram his / her personality?
Entering thoughts of success that will produce healthy productivity.
Identify and briefly explain ten ways to build a persuasive personality.
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