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24 Cards in this Set
- Front
- Back
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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 |
Active listening |
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Drawing a parallel between one thing and another |
Analogy |
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The production of recognizable speech |
Articulation |
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Nonverbal signals communicated through facial expressions, arms, hands, and legs |
Body language |
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Communication activity undertaken by a receiver interpreting the meaning of the received message |
Decoding |
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The guideline that suggests sales people should listen 80% of the time and talk 20% of the time |
80-20 Listening Rule |
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Communication activity undertaken by a sender translating his or her thought into a message |
Encoding |
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Information given to a salesperson indicating that he or she is performing. Sometimes given by facial expressions |
Feedback |
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Tone of voice |
Inflection |
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That physical space around a buyer that is reserved primarily for a person's closest relationships |
Intimate Zone |
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Speech characterized by high volume and intensity |
Loudness |
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Where one person copies the nonverbals of another |
Mirroring |
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Sounds unrelated to the message being exchanged between a salesperson and a customer |
Noises |
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Non-smoking forms of expression - body language, space, and appearance- that communicate thoughts and emotions. |
Nonverbal communication |
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That physical space around a buyer that is reserved for close friends and those who share special interests |
Personal Zone |
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Influencing someone to do something through reasoning or argument |
Persuading |
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That physical space around a person in which listening to speeches and interacting with passers-by is comfortable for that person |
Public Zone |
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The time between sending a message and getting a response to it |
Response time |
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Using websites to interact |
Social networking |
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The physical space around a person in which business transactions and other in personal relationships are comfortable for the person. |
Social Zone |
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The difference between the 120-to-160-words-per-minute rate of speaking versus the 800-words-per-minute rate of listening. |
Speaking - listening differential |
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Interpersonal Communication in which both parties act as senders and receivers. Sales people send messages to customers and receive feedback from them; customer send messages to sales people and receive responses |
Two - way communication |
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The rate of speech, loudness, pitch,, quality, and articulation of a person's voice |
Voice characteristics |
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Story or scenario designed to help the buyer visualize a point |
Word picture |
