Professional Selling Chapter 4

1.The act of transmitting verbal and nonverbal information and understanding between seller and buyer
2.The source of communication (also called the communicator) (Salesperson)
3.The conversion by the salesperson of ideas and concepts into the language and materials used in the sales presentation

1.The information conveyed in the sales presentation
2.The form of communication used in the sales presentation and discussion; most frequently words, visual materials and body langauge
3..Receipt and translation (interpretation) of the information by the receiver (prospective buyer)

1.The person the communication is intended for (prospective buyer)
2.Reaction to the communication as transmitted to the sender. This reaction may be verbal, nonverbal, or both
3.Factors that distort communication between buyer and seller.

1.Channels are the physical space between buyer and seller, appearance, handshake, and body language
2.Refers to the preferred distance that human beings keep between themselves in certain situations
3.Up to half meter, or about arm's length, the most sensitive zone reserved for friends/loved ones

1.The closest zone a stranger or business acquantance is normally allowed to enter .5 - 1.5 meters
2.Area normally used for a sales presentation (1.5 - 3.5 m)
3.Territoriality causes people to feel that they should defend their space

1.Indicate that your buyer is favorably inclined towards you and your presentation
2.Should alert you that buyer are either neutral or skeptical about what you say
3.Tell you to stop the planned presentation immediately and quickly adjust to the situation.

1. The ability to change a person's belief, position, or actions
2.allows the salesperson to determine the buyer's attitude toward the sales presentation
3.ability to identify and understand another person's feelings, ideas and situations

1.Keep it Simple, Stupid (salesperson)
2.When communicating by email, the set of familiar rules we follow
3.The first and lowest level of listening, involves the least concentration, and typically involves distractions

1.Second level of listening. Requires more concentration and attention. Effort to listen - not to understand
2.Most effective level of listening. Refrains from evaluating the message and tries to see the other person's p.of.view
3.Substantiate claims made by the salesperson