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25 Cards in this Set
- Front
- Back
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include rate of speech, loudness, inflection, and articulation.
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voice characteristics
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should be tailored to the communication situation.
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loudness
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the tone or pitch of speech. at the end of a sentence the tone should decrease, indicating the completion of a thought
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inflection
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refers to the production of recognizable sounds. best when speaker opens his or her mouth properly.
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articulation
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Fashion for interviews is
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conservative
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What are the 5 principles to appearance and fasion
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consider the geography, consider your customers, consider your corporate culture, consider your aspirations, consider your own personal style (wait until halo effect to make a personal style statement)
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The sender (seller) ---------- a message and the receiver (buyer) -------- a message. The buyer then becomes the ------------, and the seller the -------------
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Encodes, decodes, encodes, decodes,
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In two-way communication, encoding and decoding refer to______ and ______ thoughts and
interpretations. |
translating and interpreting
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--------- can happen if you encode improperly
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communication breakdown
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Which of the following statements about body language is true?
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Individuals use increased arm movement when they are expressing an opinion.
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open and relaxed hands are a ----- ------- especially with palms facing up
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positive signal
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the meanings of hand gestures differ from cultures. Ex, thumbs up is ------- in the middle east, --------- in australia, and a sign of ----- in france
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offensive, rude, OK
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What are the 5 channels of body language?
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Body angle, Face, hands, legs arms. Arms crossed is not positive. Leaning forward is positive
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Salespeople should listen ---- of the time and talk --- percent of the time
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80% 20%
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People can speak at a rate of only ----- to ----- words per minute but they can listen to more than ------ words per minute
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120 to 160. Listen to 800 words per minute. This difference is called speaking-listening differential
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communication can be inhibited by the environment by
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noises
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are sounds unrelated to messages being exchanged by the salesperson and the customer.
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noises-to improve this eliminate the noises.
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A hand gesture that should be avoided because it reminds clients of a parent scolding a child
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pointing
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the united states, france, and germany, most of the information that flows between buyer and seller is in spoken words them selves
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low context cultures
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japan, korea, mexico, more informaiton is contained in factors surrounding the communication.
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high context cultures
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Which of the following statements about body language is true?
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Individuals use increased arm movement when they are expressing an opinion.
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Having a lot of lawyers is an example of
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low context cultures
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intimate zone is --- to --- ft. personal zone is --- to --- ft. social zone is --- to --- ft. and public zone is --- to --- ft.
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0 to 2 ft, 2 to 4 ft. 4 to 12 ft, beyond 12 ft.
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a story designed to help the buyer visualize a point
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word picture. to be used effectively the salesperson needs to paint as accurate and reliable a picture as possible.
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a completely memorized sales talk.
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standard memorized presentation, aka canned presentation
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