MKTG 160 | CH. 5
Your customer also has a preferred communication style. The best way to identify your customer's preferred communication style is to ________.
FIIL OUT THE DOMINANCE AND SOCIABILITY INDICATORS FORMS AS YOU INTERACT WITH THEM Completion of the dominance and sociability indicator forms will help the salesperson achieve greater awareness of the customer's communication style preference. Next question
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 Rather than collect "floaters," a planning calendar is used to record daily appointments, deadlines, and tasks. This can be accomplished in a "paper" calendar or in a personal digital assistant (PD or other smart-phone technology.
Many ________ are lost because salespeople fail to communicate effectively with the prospect.
A. sales Correct. More sales are lost because of a failure to communicate effectively with the prospect. Communication-style bias contributes to this problem. Next question
Roger Wenschlag describes ___________________as "the degree to which a salesperson is perceived as developing and maintaining buyer comfort throughout the sales process."
ADAPTABILITY Adaptability allows a salesperson to change their sales approach, depending on the customer's preferences. Roger Wenschlag is describing versatility, which is a requirement of adaptability
Sales performance can be enhanced by ________ the customer's preferred communication style.
ADAPTING TO Salespersons should adapt to his or her customer's preferred communication style. Those salespersons who adapt to the customer's preferred communication style can enhance sales performance and results.
Many sales are lost because salespeople fail to ________.
COMMUNICATE EFFECTIVELY WITH THE PROSPECT More sales are lost because of a failure to effectively communicate with the prospect. Communication-style bias contributes to this problem.
When our communication style differs from those with whom we are communicating, this is called ________.
COMMUNICATION-STYLE BIAS Communication-style bias is the most frequently occurring, but not so commonly understood, type of bias in society. It occurs when our communication style differs from those with whom we are communicating.
The starting point for a salesperson to identify their preferred communication style is _______________.
COMPLETION OF DOMINANCE AND SOCIABILITY INDICATORS FORMS Completion of the dominance and sociability indicator forms will help the salesperson achieve greater awareness of communication style preference.
The starting point in identifying your preferred communication style is ________.
COMPLETION OF THE DOMINANCE AND SOCIABILITY INDICATOR FORMS Completion of the dominance and sociability indicator forms will help the salesperson achieve greater awareness of communication style preference.
Question content area top Part 1 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 impressions that others form about us are based on what they observe us saying and doing. The pattern of behavior others observe is called communication style. The correct answer is: communication style.
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 communication-style model is based on two important dimensions of human behavior: dominance and sociability. To determine individual preferred communication style, it is important to identify where you fall on the two continuums.
Which of the following communication styles would reflect a person who would be described as aggressive, demanding, and opinionated?
DIRECTIVE A person with a directive communication style might be described as aggressive, demanding, and opinionated.
The two dimensions that assess major aspects of human behavior are ________.
DOMINANCE & SOCIALBILITY The communication style model is based on two continuums that assess two major aspects of human behavior: dominance and sociability.
Which of the following is the communication-style model that has a tendency to control or prevail over others?
DOMINIANCE Dominance is one of the two major dimensions of the communication-style model. It can be defined as the tendency to control or prevail over others. Dominant people tend to be quite competitive.
Which of the following communication styles combines higher sociability and higher dominance?
EMOTIVE STYLE The emotive style is reflective of higher sociability and higher dominance. It is an expressive style.
________ are the four styles of communication in which everyone fits.
EMOTIVE, DIRECTIVE, REFLECTIVE, & SUPPORTIVE The four styles of communication are emotive, directive, reflective, and supportive.
It is a challenge to _________________when the salesperson has one style of communication and the customer has another style.
ESTABLISH RAPPORT Differences in style may make it difficult to establish rapport. Next question
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 Productive relationships are the result of syncing with the communication style of the people you work with.
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 Productive relationships are the result of syncing 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 ________.
PERDOMINANT AND READILY DETICTABLE All of us display some characteristics of the emotive, directive, reflective, and supportive styles. However, one of the four styles is usually predominant and readily detectable.
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 It is critically important to try to learn as much as possible about the customer's communication style during the preapproach.
Question content area top Part 1 The best way to identify your customer's __________________ is the dominance and sociability indicator forms.
PREFERRED COMMUNICATION STYLE Completion of the dominance and sociability indicator forms will help the salesperson achieve greater awareness of the customer's communication style preference.
________ reflects the amount of control we exert over our emotional expressiveness and is one of the two major dimensions of the communication-style model.
SOCIALBILITY Sociability reflects the amount of control we exert over our emotional expressiveness and is one of the two major dimensions of the communication-style model.
The salesperson can adjust his or her style to meet the needs of others. This process is called ________.
STYLE FLEXING Style flexing is an attempt to change or alter your style to meet the needs of the customer.
________ is the deliberate attempt to adapt one's communication style to accommodate the needs of the other person.
STYLE FLEXING Style flexing is the deliberate attempt to adapt one's communication style to that of the other person. You are attempting to communicate with the other
Salespersons with which of the following communication styles are good listeners and complete their tasks in a quiet and unassuming manner.
SUPPORTIVE The individuals with supportive communication style have low visibility, seldom draw attention to themselves, and are good listeners
Salespersons who ________ can minimize common barriers to sales success.
use cultural sensitivity training and engage in appropriate adaptation Cultural sensitivity or adaptation is not related to style sensitivity, which is a communication-style technique. The correct answer is: style sensitivity and style flexing. Both style flexing and style sensitivity add value to the sales process and can help minimize common barriers to success in sales.
The ______________ is at the heart of the style-flexing sales strategy.
The Platinum Rule is at the heart of the style-flexing strategy. It teaches us that we need to take time to determine when the customer is behaving as an Emotive, Directive, Reflective, or Supportive, so we can treat them the way they want to be treated.
To illustrate _________________, how strengths become weaknesses, three intensity zones are added to the communication-style model.
The fact that our greatest strengths can become our greatest weaknesses is expressed as the strength-weakness paradox. The three intensity zones add dimension to the communication-style model to reflect this paradox.
REFLECTIVE STYLE
The individuals with the reflective style are cautious, pay careful attention to detail, and are reserved.
A third dimension of human behavior, ________, is important in dealing with communication styles that are different from your own.
VERSATILITY The third dimension of human behavior that is important in dealing with communication styles that differ from your own is versatility. This is also a technique that can help build strong relationships.
