MKTG 430 Chapter 5
_________ 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
