Chapter 6. Reading Non-Verbal Messages

Question 1

Customers provide a lot of information through their
body language.

Answer 1

Body Language

Question 2

The elements of body language are:

Answer 2

Body angle
Facial expressions
Arms
Hands
Legs

Question 3

Changes in positions may indicate that a customer wants to end the interview, strongly agrees or disagrees with what has been said, or wants to place an order.

Answer 3

Body Angle

Question 4

Eyes are important area of the face, by looking at customers eyes; salespeople can often determine when their presentations have made an impression.

Answer 4

Face/ Facial Expression

Question 5

Customers will use more ______________ movement when they
are conveying an opinion.

Answer 5

Arms

Question 6

Vey expressive-relaxed hands

Answer 6

Hands

Question 7

_______ Legs- sales are not going well

Answer 7

Crossed

Question 8

___________ Legs-cooperation, confidence and friendly interest

Answer 8

Uncrossed

Question 9

No single gesture or position
defines a specific emotion or
attitude

Answer 9

Body Language Patterns

Question 10

To interpret customer’s feelings, salespeople need to consider the pattern of the signals via number of channels.

Answer 10

Body Language Patterns

Question 11

Some signals that customers may be hiding their true feelings are as follows:

Contradiction and verbal mistakes

Differences in two parts of a conversation

Nonverbal signs

Contradictions between verbal and nonverbal
messages

• When customers disguise their true feelings, they
  are trying to be polite not deceptive.

Answer 11

Detecting Customers Hidden
Emotions and Feelings

Question 12

Sending Messages with Nonverbal Communication

USING ____________________

face

eye contact

hand movements

posture and body movements

matching the customers communication style

Answer 12

Body Language

Question 13

The Role of Space and Physical Contact

Distance During Interactions (4)

Answer 13

1. intimate zone
2. personal zone
3. social zone
4. public zone

Question 14

The Role of Space and Physical Contact

Touching (2)

Answer 14

1. contact
2. no contact

Question 15

Priorities in Dressing for a Business

getting customers notice you in a _______ way

getting customers _____ you

Answer 15

positive
trust

Question 16

Priorities in Dressing for a Business

• Business clothes protect an _________ of the salespersons company, and the product

Answer 16

image

Question 17

• Priorities in Dressing for a Business

Salespeople will feel most __________ using their
own natural style plus some common sense.

Answer 17

comfortable

Question 18

• Priorities in Dressing for a Business
• _______ the customers dress
• _________ dress codes

Answer 18

match
casual

Question 19

CLOSED TOE FLATS OR 1 INCH HEELS COORDINATE WITH SUIT

DO’S OR DON’T?

Answer 19

DO’S

Question 20

SANDALS/OPEN TOE SHOES 3 INCH HEELS ANYTHING SPARKLY ON SHOES

DO’S OR DON’T?

Answer 20

DON’T

Question 21

SKIRT OR PANTS SUIT (JACKET MATCHES SKIRT OR PANTS)

DO’S OR DON’T?

Answer 21

DO’S

Question 22

MISMATCHED BLAZER AND SKIRT

DO’S OR DON’T?

Answer 22

DON’T

Question 23

SKIRT SUIT PREFERRED BLACK OR NAVY PREFERRED (GRAY OK)

DO’S OR DON’T?

Answer 23

DO’S

Question 24

A SKIRT MORE THAN 2-3 INCH ABOVE YOUR KNEES

DO’S OR DON’T?

Answer 24

DON’T

Question 25

COLLARED BLOUSE OR DRESSY SHELL BLOUSES MUST BE TUCKED IN

DO’S OR DON’T?

Answer 25

DO’S

Question 26

LOW-CUT SEE SEE THROUGH MIDRIFF BARING

DO’S OR DON’T?

Answer 26

DON’T

Question 27

STOCKINGS, MATCHING YOUR SKIN TONE

DO’S OR DON’T?

Answer 27

DO’S

Question 28

BARE LEGS AND / OR FEET PATTERNED STOCKINGS OPAQUE STOCKING

DO’S OR DON’T?

Answer 28

DON’T

Question 29

NEAT AWAY FROW YOUR FACE

DO’S OR DON’T?

Answer 29

DO’S

Question 30

IN YOUR FACE AND/ OR MESST COLORING OTHER THAN NORMAL COLORING

(PURPLE STREAKS, PLEASE)

DO’S OR DON’T?

Question 31

FRESH, NATURAL LOOKING LIGHTER, NATURAL SHADES FOR LIPSTICK AND NAILS

DO’S OR DON’T?

Answer 31

DO’S

Question 32

BRIGHT OR DARK COLORS
HEAVY EYE MAKE UP

DO’S OR DON’T?

Answer 32

DON’T

Question 33

JEWELRY (SIMPLE AND PLAIN)

DO’S OR DON’T?

Answer 33

DO’S

Question 34

JEWELRY ARE SPARKLY, EVENING JEWELRY NOSE RINGS. OTHER VISIBLE RING/STUD

DO’S OR DON’T?

Answer 34

DON’T

Question 35

TATTHOOS ARE NOT SHOWING

DO’S OR DON’T?

Answer 35

DO’S

Question 36

TATTOOS THAR VISIBLE ON FACIAL, NECK, HAND, OR WRIST TATTOOS

DO’S OR DON’T?

Answer 36

DON’T

Question 37

FOR MEN:

SUIT: BLAZERS AND PANTS MADE OUT OF THE SAME

BLACK OR NAVY PREFERRED

DO’S OR DON’T?

Answer 37

DO’S

Question 38

FOR MEN SUIT:

MISSING THE JACKET MATERIAL

DO’S OR DON’T?

Answer 38

DON’T

Question 39

FOR MEN: (SHIRT)

WHITE OR LIGHT COLORED NEATLY PRESSED MUST BE TUCKED IN

DO’S OR DON’T?

Answer 39

DO’S

Question 40

FOR MEN: SHIRT

DARK SHIRT WITH LIGHT TIE
DARK SHIRT WITH DARK TIIE

DO’S OR DON’T?

Answer 40

DON’T

Question 41

FOR MEN: TIE

CONSERVATIVE

DO’S OR DON’T?

Answer 41

DO’S

Question 42

FOR MEN: TIE

CARTOON OR OTHERWISE COMICAL TIES, MISSING THE WHITE TIE

DO’S OR DON’T?

Answer 42

DON’T

Question 43

FOR MEN: SHOES

BLACK OR BROWN

DO’S OR DON’T?

Answer 43

DO’S

Question 44

FOR MEN: SHOES

TENNIS SHOES
HIKING SHOES/ BOOTS

DO’S OR DON’T?

Answer 44

DON’T

Question 45

FOR MEN: JEWELRY

WATCH
TIE TACK OR CHAIN

DO’S OR DON’T?

Answer 45

DO’S

Question 46

FOR MEN: JEWELRY

EAR STUDS
NOSE RINGS
OTHER VISIBLE RING/STUD

DO’S OR DON’T?

Answer 46

DON’T

Question 47

FOR MEN: TATTOOS
NOTHING SHOWING

DO’S OR DON’T?

Answer 47

DO’S

Question 48

FOR MEN: TATTOOS

VISIBLE IN FACIAL, NECK, HAND, OR WRIST TATTOOS

DO’S OR DON’T?

Answer 48

DON’T

Question 49

“The most important thing in communication is hearing
what isn’t said”

Answer 49

• Peter F. Ducker