Chapter 4 Flashcards
write a communication channel model for person to person
what i thought i said –> what i actually said –> what i actually heard –> what i thought i heard. psychological barriers between
write a communication channel model for salesperson to buyer
source –> encoding –> message/medium –> decoding –> receiver –> source.
salesperson –> development of sales presentation –> the actual presentation –> buyer interprets sales presentation message –> the buyer receives the message
what is self concept?
persons view of themself
what are the 4 images of buyers in relation to the self concept theory?
- real self
- self image
- ideal self
- looking glass self
what is real self?
people as they are
what is self image?
how people see themselves
what is ideal self?
what people would like to look like
what is looking glass self?
how people think others regard them
what is adaptive selling?
the ability for a salesperson to adjust behaviors to best align with customers needs
what are the 4 Jungian styles?
- thinker
- intuitior
- feeler
- senser
what are the characteristics of a thinker?
fact oriented, direct, detail oriented, deal on their own time
what are the characteristics of a intuitor?
future oriented, abstract principles, innovator, active in community
what are the characteristics of a feeler?
people oriented, sensitive of peoples needs, read people well
what are the characteristics of a senser?
action oriented, sees world though senses, high energy, decisive
what is “rapport”?
chit chat, looking at if buyers are relationship building or focused and driven
what are the 4 nonverbal communications?
- physical space
- appearance
- handshake
- body movements
what is territorial space?
area around the body one cant enter without concent
what is intimate space?
2 ft, close friends and loved ones
what is personal space?
2-4ft, closest space a stranger or business acquaintance can be
what is social space?
4-6ft, sales presentations are usually this far
what is public space?
+12 ft, teacher and student space
what is probing?
asking a lot of questions
what are the 3 levels of listening?
marginal listening
evaluate listening
active listening
what is marginal listening?
lowest level, least concentration, easily distracted by thoughts, blank stares
what is evaluate listening?
listener actively tries to hear what the prospect says but is not making an effort to understand the intent, used most of the time
what is active listening?
most effective, doesnt evaluate the message but tries to see the other persons point of view, requires verbal and non verbal feedback
what are space invasions?
given the OK to be close
what are space threats?
too close
what is persuasion?
the ability to change a persons belief, position, or course of action
