chapter 4

Question 1

encoding

Answer 1

translating thoughts or ideas into method of transmitting to the reciever

Question 2

decoding

Answer 2

interpreting the meaning of the message of the received message

Question 3

feedback

Answer 3

giving or asking for further info/translation

Question 4

noise

Answer 4

sounds or other distractions that may inhibit the communication process

Question 5

communication breakdowns (7)

Answer 5

ineffective encoding, inaccurate decoding, noise, making assumptions, culture, dishonesty, assuming you know

Question 6

verbal communication

Answer 6

word choice
voice characteristics
painting a picture 
actively listening
body language 
space 
appearance

Question 7

active listening

Answer 7

Process in which the listener attempts to draw out as much info as possible by actively processing info received and stimulating the communication of additional info

Question 8

intimate zone

Answer 8

0-2 feet

Question 9

social zone

Answer 9

4-12 feet

Question 10

personal zone

Answer 10

2-4 feet

Question 11

sales confidence comes from

Answer 11

product knowledge, process knowledge, competitor knowledge, belief, experience, and consumer knowledge

Question 12

adaptive selling

Answer 12

reacting to different sales situations by changing sales behavior

Question 13

2 types of social styles

Answer 13

assertiveness and responsiveness

Question 14

assertiveness

Answer 14

degree to which people have opinions about issues and publicly make their positions clear to others

Question 15

responsiveness

Answer 15

based on how emotional people tend to get in social situations

Question 16

sociability scale

Answer 16

analytical, driver, amiable, expressive