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22 Cards in this Set
- Front
- Back
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Active Listening
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A process where the listener pays attention to verbal and body language, then repeats back important points of the speakers message.
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Analogy
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Drawing a parallel between one thing and another.
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Articulation
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The production of recognizable speech.
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Body Language
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Nonverbal signals communicated through facial exppressions, arms, hands, and legs.
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Decoding
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The reciever interprets the meaning of the recieved message.
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80 - 20 Listening Rule
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A guideline suggesting sales people should listen 80% and speak 20% of the time.
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Encoding
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A sender translates his or her thought into a message.
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Feedback
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Information given to a sales person based on how he or she is performing.
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Inflection
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Tone of voice
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Intimate Zone
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Physical space around a buyer reserved only for their personal relationships.
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Loudness
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Speech given in high volume and intensity.
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Noises
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Sounds not related to messages from seller to buyer.
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Nonverbal Communication
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Body language, space, and appearance that communicate thoughts and emotions.
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Personal Zone
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The physical space around a buyer reserved for close friends.
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Public Zone
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The Physical space around a person for interacting with passersby.
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Response Time
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The time between sending a message and getting a reply back.
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Social Networking
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Using web sites to interact.
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Social Zone
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The physial space around a person for impersonal relationships.
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Speaking- Listening Differential
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Differences between the 120-to-160-words-per-minute rate of speaking and 800-words-per-minute rate of listening.
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Two-way Communication
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Interpersonal communication where both parties act as senders and recievers.
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Voice Characteristics
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The rate of speech, loudness, pitch, quality, and articulation of a person's voice.
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Word Picture
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Story or scenario to help the buyer visualize a point.
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