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PROFESSIONAL SALEMANSHIP > Chapter 5. Using Communication Skills > Flashcards

Chapter 5. Using Communication Skills Flashcards

1
Q

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

A

The Communication Process

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2
Q

The translation of thoughts into words is called encoding.

A

The Communication Process

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3
Q

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

A

The Communication Process

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4
Q

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

A

The Communication Process

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5
Q

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

A

Communication Breakdown

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6
Q

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

A

Communication Breakdown

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7
Q

People communicate effectively when they are physically comfortable.

A

Communication Breakdown

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8
Q

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

A

Interactivity

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9
Q

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

A

Verbal Communication

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10
Q

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

A

Nonverbal Communication

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11
Q
  • Sending Verbal Messages

Messages communicated verbally are encoded into symbols called ______.

A

words

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12
Q
  • Sending Verbal Messages

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

A

symbols

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13
Q
  • Characteristics of _____

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

A

Words

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14
Q
  • Characteristics of Words
  • ______– fact-oriented and expressions usually
    convey more information and are less likely to be
    misinterpreted.
  • ________– conceptual words.
A

-Concrete
- Abstract

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15
Q

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.

A

Using Effective Words

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16
Q

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

A

Using Effective Words

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17
Q

Words in sales presentation should have strength and
descriptive quality.

A

Using Effective Words

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18
Q

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

A

Word Pictures

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19
Q

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

A

Painting Word Pictures

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20
Q

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

A

Painting Word Pictures

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21
Q

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.

A

Tailoring Words to Customer

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22
Q

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

A

Tailoring Words to Customer

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23
Q

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

A

SPEECH RATE

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24
Q

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.

A

SPEECH RATE

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25
Q

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

A

LOUDNESS

26
Q

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

A

LOUDNESS

27
Q

Salespeople should use customer reactions to determine
the appropriate loudness.

A

LOUDNESS

28
Q

It is the tone of speech

A

INFLECTION

29
Q

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

A

INFLECTION

30
Q

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

A

INFLECTION

31
Q

It refers to the production of recognizable sounds

A

ARTICULATION

32
Q

Poor articulation has three common causes:

(1) locked jaw
(2) lazy lips
(3) lazy tongue

A

ARTICULATION

33
Q

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

A

ARTICULATION

34
Q

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

A

ARTICULATION

35
Q

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

A

Encourage Full Response

36
Q

Encourage Full Response

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

A

Close- ended questions

37
Q

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

A

Open –ended questions

38
Q

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

A

Space out Your Question

39
Q

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

A

Space out Your Question

40
Q

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.

A

Ask Short, Simple Questions

41
Q

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.

A

Avoid Leading Questions

42
Q

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.

A

Questions to collect information

43
Q
  • 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.

A

Questions to Maintain the Flow of Information

44
Q

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.

A

120-160
800

45
Q
  • 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.

A
  • Lazy
  • 50%
46
Q

Effective listeners think while they listen

A

Active Listening

47
Q

The listener attempts to draw out as much
information as possible

A

Active Listening

48
Q

Gestures can motivate a person to continue talking.

A

Active Listening

49
Q

Suggestions for active listening include:

A
  1. Repeating
    information
  2. Restating or
    rephrasing
    information
  3. Clarifying
    information
  4. Summarizing
    conversation
  5. Tolerating silences;
    and concentrating
    on the ideas being
    communicated
50
Q

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

A

Repeating Information

51
Q

This technique minimizes the chances of misunderstandings

A

Repeating Information

52
Q

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

A

Restating or Rephrasing Information

53
Q

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

A

Clarifying Information

54
Q
  • Summarizing the Conversation

An important element of _________ is to mentally
summarize points that have been made

A

active listening

55
Q
  • 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

A

overview

56
Q

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

A

Summarizing the Conversation

57
Q

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

A

Tolerating Silences

58
Q

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

A

Tolerating Silences

59
Q

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

A

Concentrating on the Ideas Being Communicated

60
Q

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.

A
  • FRANCIS C. ROONEY

PROFESSIONAL SALEMANSHIP (5 decks)

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