Personal Selling Review

Essay text:

Organizations are facing an increasingly dynamic and competitive environment. The Internet is playing a much more important role in business-to-business transactions. Chapter 5 Using Communication Principles to Build Relationships What are the basic elements in the communication process? Why are listening and questioning skills important? How can salespeople develop listening skills to collect information about customers? How do people communicate without using words? What are some things to remember when communicating via technology like phones and e-mail? How does a salesperson adjust for cultural differences? Building Relationships Through Two-Way Communication The communication process Communication breakdowns caused by: Encoding and decoding problems The environment in which the communications occur Sending Verbal Messages Effectively Words are tools Words have different meanings in different cultures and subcultures Word pictures Delivery of words Pace Volume Inflection Articulation Active Listening Repeating information Restating or rephrasing information Clarifying information Summarizing the conversation Tolerating silences Concentrating on the ideas being communicated Reading Nonverbal Messages from Customers Body angle Face Arms Hands Legs Body Language Patterns No single gesture or position defines a specific emotion or attitude Consider the pattern of signals via a number of channels Signals customers are hiding their true feelings: Contradictions and verbal mistakes Differences in two parts of a conversation Contradictions between verbal and nonverbal messages Certain nonverbal signals such as hesitation in the voice, small shrugs, and so on Encouraging Forthright Discussion “Perhaps there is some reason you cannot share the information with me...