Chapter 5. Using Communication Skills

Question 1

Begins with the sender, who wants to communicate some
thoughts or ideas.

Answer 1

The Communication Process

Question 2

The translation of thoughts into words is called encoding.

Answer 2

The Communication Process

Question 3

Decoding involves the interpretation of the meaning of the received message.

Answer 3

The Communication Process

Question 4

The feedback implies to the sender whether the message is received or not by the receiver.

Answer 4

The Communication Process

Question 5

Can be used by encoding and decoding problems and the environment in which the communication occur.

Answer 5

Communication Breakdown

Question 6

Noises are sounds unrelated to messages being
exchanged by the salesperson and the customers.

Answer 6

Communication Breakdown

Question 7

People communicate effectively when they are physically comfortable.

Answer 7

Communication Breakdown

Question 8

a function of the time between sending a message and getting
a response to it.

Answer 8

Interactivity

Question 9

involves the transmission
of words in face-to-face communication, over the telephone or through written messages.

Answer 9

Verbal Communication

Question 10

forms of expression – body language, space and appearance – the
communicate thoughts and
emotions without using words.

Answer 10

Nonverbal Communication

Question 11

• Sending Verbal Messages

Messages communicated verbally are encoded into symbols called ______.

Answer 11

words

Question 12

• Sending Verbal Messages

Words are just _______; they have different
meaning to people.

Answer 12

symbols

Question 13

• Characteristics of _____

______ can be abstract or concrete as well as emotional or neutral

Answer 13

Words

Question 14

• Characteristics of Words
• ______– fact-oriented and expressions usually
  convey more information and are less likely to be
  misinterpreted.
• ________– conceptual words.

Answer 14

-Concrete
- Abstract

Question 15

Word artists have the power of soft and appealing or
strong and powerful; they can use short words and
phrases to demonstrate the strength and force or to provide charm and grace.

Answer 15

Using Effective Words

Question 16

With practice, words may be used, like notes of musical
instruments, to create the proper mood.

Answer 16

Using Effective Words

Question 17

Words in sales presentation should have strength and
descriptive quality.

Answer 17

Using Effective Words

Question 18

______________ – a story designed to help visualize a
point; help customers understand the benefits of a
product or service.

Answer 18

Word Pictures

Question 19

To use a word picture effectively, the salesperson
needs to paint as accurate and reliable picture as
possible.

Answer 19

Painting Word Pictures

Question 20

To use a word picture effectively, the salesperson
needs to paint as accurate and reliable picture as
possible.

Answer 20

Painting Word Pictures

Question 21

Customers can have different styles of communicating.
Some people may be very visual; others prefer an
auditory communication mode; and still others communicate in feeling mode.

Answer 21

Tailoring Words to Customer

Question 22

Salespeople need to adapt their word choices to the
customers preferred communication style.

Answer 22

Tailoring Words to Customer

Question 23

Customers have a tendency to question expertise of salespeople who talk slower or faster than the normal rate
of 140 words per minute.

Answer 23

SPEECH RATE

Question 24

Salespeople should also vary their rate of speech.

Simple messages can be delivered at faster rates, and
more difficult concepts should be presented at slower
rates.

Answer 24

SPEECH RATE

Question 25

To avoid monotony, salespeople should learn to vary the loudness of their speech.

Answer 25

LOUDNESS

Question 26

It can also be used to emphasize certain parts of the sales presentation

Answer 26

LOUDNESS

Question 27

Salespeople should use customer reactions to determine the appropriate loudness.

Answer 27

LOUDNESS

Question 28

It is the tone of speech

Answer 28

INFLECTION

Question 29

At the end of the sentence, the tone should decrease, indicating the completion of a thought

Answer 29

INFLECTION

Question 30

When the tones goes up at the end of a sentence, listeners often sense uncertainty of the speaker.

Answer 30

INFLECTION

Question 31

It refers to the production of recognizable sounds

Answer 31

ARTICULATION

Question 32

Poor articulation has three common causes: (1) locked jaw (2) lazy lips (3) lazy tongue

Answer 32

ARTICULATION

Question 33

Best when a speaker opens his mouths properly and the movement of the lips and tongue

Answer 33

ARTICULATION

Question 34

Best when a speaker opens his mouth properly and the movement of the lips and tongue are unimpeded.

Answer 34

ARTICULATION

Question 35

Close- ended questions can be answered with a word or short phrase; draw little information form the customer

Answer 35

Encourage Full Response

Question 36

Encourage Full Response _______________ can be answered with a word or short phrase; draw little information form the customer

Answer 36

Close- ended questions

Question 37

_______________ are questions for which there are no simple answers and encourage greater communication

Answer 37

Open –ended questions

Question 38

Questions should be spaced out so the customer has time to answer each question in a relaxed atmosphere.

Answer 38

Space out Your Question

Question 39

One method for spacing out question is to encourage prospect to elaborate on their responses.

Answer 39

Space out Your Question

Question 40

Questions that have two or more parts should be avoided. The customer may not know which part to answer and the salesman may not know which part has to be answered. Long questions are hard to remember and to answer.

Answer 40

Ask Short, Simple Questions

Question 41

Questions should not suggest an appropriate answer Such question may put into words into customer mouth rather than drawing out what the customer actually thinks.

Answer 41

Avoid Leading Questions

Question 42

usually start with the word who, what, where, how, and why. Responses to these questions give the salesperson a better understanding of the prospects the prospects business, and the present competition.

Answer 42

Questions to collect information

Question 43

- offer verbal and non verbal encouragement - make positive request for additional information. Another way is to make neutral statements the reaffirm a customer’s comment or emotion.

Answer 43

Questions to Maintain the Flow of Information

Question 44

Listening to Verbal Communication form Customers Speaking-listening differential- people can speak at a rate of only _________ words per minute, but they can listen to more than _____ words per minute.

Answer 44

120-160 800

Question 45

* Listening to Verbal Communication form Customers Because of this differential, people often become ____ listeners. They do not pay attention and often remember only ____% of what is said immediately after they hear it.

Answer 45

- Lazy - 50%

Question 46

Effective listeners think while they listen

Answer 46

Active Listening

Question 47

The listener attempts to draw out as much information as possible

Answer 47

Active Listening

Question 48

Gestures can motivate a person to continue talking.

Answer 48

Active Listening

Question 49

Suggestions for active listening include:

Answer 49

1. Repeating information 2. Restating or rephrasing information 3. Clarifying information 4. Summarizing conversation 5. Tolerating silences; and concentrating on the ideas being communicated

Question 50

During a sales interaction, the salesperson should verify the information she or he is collecting form the customer

Answer 50

Repeating Information

Question 51

This technique minimizes the chances of misunderstandings

Answer 51

Repeating Information

Question 52

To verify customer’s intent, salespeople should restate the customers comment in their own words.

Answer 52

Restating or Rephrasing Information

Question 53

Another way to verify a customers meaning is to ask questions designed to obtain additional information

Answer 53

Clarifying Information

Question 54

* Summarizing the Conversation An important element of _________ is to mentally summarize points that have been made

Answer 54

active listening

Question 55

* Summarizing the Conversation Provides both salesperson and customer with a quick _________ of what has taken place and lets them focus on the issues that have discussed

Answer 55

overview

Question 56

Provides both salesperson and customer with a quick overview of what has taken place and lets them focus on the issues that have discussed

Answer 56

Summarizing the Conversation

Question 57

At time during a sales presentation, a customers needs time think.

Answer 57

Tolerating Silences

Question 58

Salespeople may be uncomfortable during these silences and feel they need to say something.

Answer 58

Tolerating Silences

Question 59

Frequently, what customers say and how they say it can distract salespeople from the ideas, the customers are actually trying to communicate.

Answer 59

Concentrating on the Ideas Being Communicated

Question 60

People no longer buy shoes to keep their feet warm and dry. They buy them because of the way the shoes make them feel – masculine, feminine, rugged, different, sophisticated, young, glamorous, “IN”. Buying shoes has become an emotional experience. Our business now is selling excitement rather than shoes.

Answer 60

- FRANCIS C. ROONEY