Topic 4: Communication Skills Flashcards Preview

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Flashcards in Topic 4: Communication Skills Deck (21)
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1

trust based sales communication

a collaborative and two-way form of communication

2

strategic questioning

- control the flow and direction of the conversation
- facilitate the customers understanding
- demonstrate concern and understanding
- uncover important information

3

controlling amount and specificity of information

- open-end questions
- closed-end questions
- dichotomous/multiple-choice questions

4

types of questions (4)

1. probing questions
2. evaluative questions
3. reactive questions
4. tactical questions

5

probing questions

designed to penetrate below generalized or superficial information

6

evaluative questions

use open and closed end question formats to gain confirmation and to uncover attitudes, opinions, and preferences of customer

7

reactive questions

refer to or directly result from information previously provided by the other party (you mentioned that...)

8

Tactical Questions

used to shift or redirect the topic of discussion (earlier you mentioned that..)

9

SPIN

- situation questions
- problem questions
- implication questions (consequences of problem)
- need-payoff questions (focus on solution)

10

Situation Questions

- finding out facts about the buyer’s existing situation

11

Problem Questions

asking about problems, difficulties or dissatisfactions that the buyer is experiencing with the existing situation

12

Implication Questions

asking about the consequences or effects of a buyers problems, difficulties or dissatisfactions

13

Need-Payoff Questions

- asking about the value or usefulness of a proposed solution

14

ADAPT

assessment
discovery
activation
projection
transition

15

assessment

broad bases and general facts describing situation, open ended

16

discovery

probing information gained in assessment, open ended

17

activation

show the negative impact of a problem discovered in the discovery sequence

18

projection

projects what life would be like without the problems

19

transition

confirms interest in solving the problem, transitions to presentation of solution

20

SIER hierarchy of active listening

sensing
interpreting
evaluating
responding

21

understanding the superiority of word pictures (3)

1. Generate a mental picture in the receivers mind
2. Use words and phrases that convey concrete and detailed meaning
3. Integrate relevant visual aids into verbal communication