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| Question | Answer |
| Basic Communication Model | source-encoding-message/channel-decoding-reciever |
| Source | salesperson |
| encoding | message development |
| message/channel | sales presentation |
| decoding | buyer interpretation |
| receiver | buyer |
| Creating the idea and putting the idea into a form that can be used to transfer information. | Encoding |
| Converting the idea into words, or gestures that convey meaning. | Encoding |
| How messages are transmitted. | Channel |
| The recipient of the message. | Decoding |
| Verbal V. Non-Verbal Communication | 10% words 40% What you hear 50% Body Language |
| Non-verbal provides what percent in face to face communications? | 93% |
| Types of body language. | shaking hands, eye contact, facial expressions and territorial space |
| Characteristics of shaking hands. | degree of firmness eye contact depth duration dryness of hands smile |
| intimate distance | 6-8 inches |
| personal distance | 1.5- 4 feet |
| social distance | 4-12 feet |
| public distance | 12-25 feet |
| Barriers to communication in a sales call. | -differences in perception -buyer doesn't need product -sales pressure -information overload -disorganized sales presentation -distractions -different communication styles -poor listening |
| What percent of what we hear is incorrect? | 75% |
| The process of sending back to the speaker what you as listener think the individual meant, both in terms of content and feelings. | Active Listening |
| Strategies for listening. | -take notes -ask questions and clarify -repeat back what you thought you heard to check for understanding |
| Ability to perceive another person's worldview as if it were your own. | Empathic Listening |
| Used to evaluate the accuracy, meaningfulness and usefulness of the information given. | Critical Listening |
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