chapter 5 study plan
Which of the following communication styles would reflect a person who would be described as aggressive, demanding, and opinionated?
Directive
Which of the following is the communication-style model that has a tendency to control or prevail over others?
Dominance
Which of the following communication styles combines higher sociability and higher dominance?
Emotive style
The underlying principles of the theory of behavioral or communication style bias includes one critical component: ________.
Getting in sync with the communication style of the people you work with produces the most productive relationships
The ______________ is at the heart of the style-flexing sales strategy.
Platinum Rule
The salesperson should learn as much as possible about the customer and try to determine his or her communication style through which of the following?
Preapproach
Platinum rule
Provides each of us with the motivation we need to treat others the way they want to be treated.
________ reflects the amount of control we exert over our emotional expressiveness and is one of the two major dimensions of the communication-style model.
Sociability
Salespersons with which of the following communication styles are good listeners and complete their tasks in a quiet and unassuming manner.
Supportive
Rather than collect "floaters," it is suggested that an effective salesperson needs a single place to record daily appointments, deadlines, and tasks. This time management tool is____________.
a planning calendar
Sales performance can be enhanced by ________ the customer's preferred communication style.
adapting to
Many sales are lost because salespeople fail to ________.
communicate effectively with the prospect
Impressions others form about us are based on what they observe us saying and doing. The patterns of behavior that others observe us doing and saying can be called ________ style.
communication
The starting point in identifying your preferred communication style is ________.
completion of the dominance and sociability indicator forms
Determining where you fall on the dominance continuum and the sociability continuum are the first two steps in ________________________.
determining your most preferred communication style
The two dimensions that assess major aspects of human behavior are ________.
dominance and sociability
It is a challenge to _________________when the salesperson has one style of communication and the customer has another style.
establish rapport
Your customer also has a preferred communication style. The best way to identify your customer's preferred communication style is to ________.
fill out the dominance and sociability indicator forms as you interact with them
It is necessary to _____________________ in order to create the most productive relationships.
get in sync with the communication style of the people you work with
Everyone displays characteristics of the four communication styles; however, one of the four styles is usually ________.
predominant and readily detectable
The best way to identify your customer's __________________ is the dominance and sociability indicator forms.
preferred communication style
Many ________ are lost because salespeople fail to communicate effectively with the prospect.
sales
The salesperson can adjust his or her style to meet the needs of others. This process is called ________.
style flexing
By combining two dimensions of human behavior (dominance and sociability) we can form a partial outline of _______________________.
the communication-style model
To illustrate _________________, how strengths become weaknesses, three intensity zones are added to the communication-style model.
the strength-weakness paradox
Salespersons who ________ can minimize common barriers to sales success.
use cultural sensitivity training and engage in appropriate adaptation
A third dimension of human behavior, ________, is important in dealing with communication styles that are different from your own.
versatility
Roger Wenschlag describes ___________________as "the degree to which a salesperson is perceived as developing and maintaining buyer comfort throughout the sales process."
versatility
________ are the four styles of communication in which everyone fits.
Emotive, directive, reflective, and supportive
When our communication style differs from those with whom we are communicating, this is called ________.
communication-style bias