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USING COMMUNICATION PRINCIPLES TO BUILD RELATIONSHIPS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],5- McGraw-Hill/Irwin chapter 5 SOME QUESTIONS ANSWERED IN THIS CHAPTER ARE:

[object Object],[object Object],5- McGraw-Hill/Irwin

Building Relationships Through Two-Way Communication ,[object Object],[object Object],[object Object],[object Object],5- McGraw-Hill/Irwin

Two-Way Flow of Information 5- McGraw-Hill/Irwin The sender (seller) encodes a message. The receiver (buyer) decodes the message. The sender (buyer) who encodes a reply message. The receiver (seller) then decodes the buyer’s message. Who then becomes… Who then becomes…

Sending Verbal Messages Effectively ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],5- McGraw-Hill/Irwin

Active Listening 5- McGraw-Hill/Irwin 80-20 listening rule Salespeople should listen 80 percent of the time and talk no more than 20 percent of the time. Speaking-listening differential People can speak at a rate of only 120-160 words per minute, but they can listen to more than 800 words per minute.

Active Listening (continued) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],5- McGraw-Hill/Irwin

Reading Nonverbal Messages from Customers ,[object Object],[object Object],[object Object],[object Object],[object Object],5- McGraw-Hill/Irwin Positive Power and authority Underlying tension

Patterns of Nonverbal Reactions to Presentation 5- McGraw-Hill/Irwin

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Body Language Patterns 5- McGraw-Hill/Irwin

[object Object],[object Object],[object Object],Encouraging Forthright Discussion 5- McGraw-Hill/Irwin

Sending Messages with Nonverbal Communication ,[object Object],[object Object],[object Object],[object Object],[object Object],5- McGraw-Hill/Irwin

The Role of Space and Physical Contact 5- McGraw-Hill/Irwin

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Appearance 5- McGraw-Hill/Irwin

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Appearance (continued) 5- McGraw-Hill/Irwin

Communicating via technology ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],5- McGraw-Hill/Irwin

Comparison of Various Methods of Salesperson Communications 5- McGraw-Hill/Irwin

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],E-Mail Communication 5- McGraw-Hill/Irwin

[object Object],[object Object],[object Object],Adjusting for Cultural Differences 5- McGraw-Hill/Irwin Low-context cultures Most of the information that flows between buyer and seller is in the spoken words themselves. High-context cultures More information is contained in factors surrounding the communication.

Differences Between High- and Low-Context Cultures 5- McGraw-Hill/Irwin

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Using English in International Selling 5- McGraw-Hill/Irwin

[object Object],[object Object],[object Object],[object Object],Summary 5- McGraw-Hill/Irwin

[object Object],[object Object],[object Object],Summary (continued) 5- McGraw-Hill/Irwin

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