Chapter 3 Flashcards
Integrity
a personal quality of fairness. Doing the right thing in the right way even when it mean inconveniencing yourself
Competency
having the necessary knowledge and preparation to identify customer challenges, develop value-driven solutions, and deliver on promises made
Humility
a state of modesty without an excess of pride, make the sales process about the customer, not the salesperson
Accountability
taking responsibility for success or failure
Self-Regulation
the ability to maintain control of emotions and actions
Professional Image
acting and looking the part of a professional
Emotional Intelligence (EQ)
attribute that can be improved upon and is associated with high performers
Neocortex/Frontal lobes
part of brain where logic and rationale occur
Personal competence
sum of self-awareness, self-management, and self-motivation
Social competence
combination of social awareness and relationship management skills
Positive affectivity
striving to maintain a positive attitude
Mirroring
matching stance/position of the other person in the conversation
Speaking/listening differential
difference between the number of words people can speak per minute vs. the number of words they can hear per minute
