MKTG 430 Chapter 5

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​_________ the​ customer's preferred communication style can enhance sales performance.

Adapting to

Impressions others form about us are based on what they observe us saying and doing. The patterns of behavior that others observe can be called​ _________ style.

Communication

Using​ _________ can be especially helpful when preparing to talk with someone with a specific communication style.

Customer relationship management (CRM) software

​_________ empowers a salesperson with information essential to continue a relationship.

Customer relationship management (CRM) software

The principle of taking time to determine whether the customer is behaving as an​ Emotive, Directive, Reflective or Supportive so we can treat him or her the way he or she wants to be treated is called the​ _________.

Platinum Rule

The theory of behavioral or​ communication-style bias is based on a number of underlying principles but includes one critical​ one: _________.

To create the most productive​ relationships, it is necessary to get in sync with the communication style of the people you work with

Adaptive selling frequently requires​ _________.

complex behavioral adjustments to fit individual customer needs

There are four styles of​ communication; one of them is Directive. Characteristics of a Directive person​ include: _________.

does not appear to be​ listening, gets to the​ point, serious, and likes to maintain control

There are four styles of​ communication; one of them is Reflective. Characteristics of a Reflective person​ include: _________.

does not display emotions​ openly, extremely​ unstructured, expresses dramatic​ opinions, and hard to get to know

The​ communication-style model is based on two dimensions that assess two major aspects of human​ behavior: _________.

dominance and sociability

If your style is very different from the other​ person's, it might be difficult to​ _________.

establish rapport

The dimensions of the​ communication-style model that illustrate how strengths become weaknesses are thought of as​ _________.

intensity zones

Communication style bias​ _________.

is the most frequently occurring but not so commonly understood type of bias

The key to relating to Directive customers is to​ _________.

keep the relationship as​ business-like as possible

As you develop your​ communication-style identification skills and become more adept at style​ flexing, you become better able to​ _________.

manage the relationship process

Throughout the​ _________, you should learn as much as possible about the customer and try to determine his or her style.

preapproach

There are four styles of​ communication; one of them is Supportive. Characteristics of a Supportive person​ include: _________.

quiet and​ reserved, listens​ attentively, tends to avoid use of​ power, and makes​ deliberate, thoughtful decisions

The key to relating to Supportive customers is to​ _________.

remain professional but​ friendly, remaining patient while giving them time to comprehend your proposal

Style flexibility is​ a(n) _________.

sales strategy that can be learned and is crucial to building partnering relationships

Under certain​ circumstances, we should abandon our most preferred communication style temporarily. Deliberately temporarily abandoning our most preferred style is called​ _________.

style flexing

Every salesperson who is willing to develop​ _________ and engage in appropriate​ _________ can minimize one of the most common barriers to success in selling.

style​ sensitivity; style flexing

Extreme intensity in any area of the communication style model is bound to​ _________.

threaten or even destroy interpersonal relationships with excess zone behavior

The key to relating to Reflective customers is​ _________.

to use a thoughtful approach that is well organized

The term​ _________ is used to describe our ability to minimize​ communication-style bias.

versatility

There are four styles of​ communication; one of them is Emotive. An Emotive person​ _________.

wants to create a social relationship quickly and usually feels more comfortable in an informal atmosphere


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