Chapter 4

Question 1

write a communication channel model for person to person

Answer 1

what i thought i said –> what i actually said –> what i actually heard –> what i thought i heard. psychological barriers between

Question 2

write a communication channel model for salesperson to buyer

Answer 2

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

Question 3

what is self concept?

Answer 3

persons view of themself

Question 4

what are the 4 images of buyers in relation to the self concept theory?

Answer 4

1. real self
2. self image
3. ideal self
4. looking glass self

Question 5

what is real self?

Answer 5

people as they are

Question 6

what is self image?

Answer 6

how people see themselves

Question 7

what is ideal self?

Answer 7

what people would like to look like

Question 8

what is looking glass self?

Answer 8

how people think others regard them

Question 9

what is adaptive selling?

Answer 9

the ability for a salesperson to adjust behaviors to best align with customers needs

Question 10

what are the 4 Jungian styles?

Answer 10

1. thinker
2. intuitior
3. feeler
4. senser

Question 11

what are the characteristics of a thinker?

Answer 11

fact oriented, direct, detail oriented, deal on their own time

Question 12

what are the characteristics of a intuitor?

Answer 12

future oriented, abstract principles, innovator, active in community

Question 13

what are the characteristics of a feeler?

Answer 13

people oriented, sensitive of peoples needs, read people well

Question 14

what are the characteristics of a senser?

Answer 14

action oriented, sees world though senses, high energy, decisive

Question 15

what is “rapport”?

Answer 15

chit chat, looking at if buyers are relationship building or focused and driven

Question 16

what are the 4 nonverbal communications?

Answer 16

1. physical space
2. appearance
3. handshake
4. body movements

Question 17

what is territorial space?

Answer 17

area around the body one cant enter without concent

Question 18

what is intimate space?

Answer 18

2 ft, close friends and loved ones

Question 19

what is personal space?

Answer 19

2-4ft, closest space a stranger or business acquaintance can be

Question 20

what is social space?

Answer 20

4-6ft, sales presentations are usually this far

Question 21

what is public space?

Answer 21

+12 ft, teacher and student space

Question 22

what is probing?

Answer 22

asking a lot of questions

Question 23

what are the 3 levels of listening?

Answer 23

marginal listening
evaluate listening
active listening

Question 24

what is marginal listening?

Answer 24

lowest level, least concentration, easily distracted by thoughts, blank stares

Question 25

what is evaluate listening?

Answer 25

listener actively tries to hear what the prospect says but is not making an effort to understand the intent, used most of the time

Question 26

what is active listening?

Answer 26

most effective, doesnt evaluate the message but tries to see the other persons point of view, requires verbal and non verbal feedback

Question 27

what are space invasions?

Answer 27

given the OK to be close

Question 28

what are space threats?

Answer 28

too close

Question 29

what is persuasion?

Answer 29

the ability to change a persons belief, position, or course of action