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81.
What is encoding?
82.
What is decoding?
83.
In the context of communication, define noise.
84.
In the context of voice characteristics, describe articulation.
85.
Describe a word picture.
A word picture is a graphic or vivid story designed to help a buyer easily visualize a point.
86.
What is the 80-20 listening rule?
87.
What is the speaking-listening differential?
88.
List the points to be kept in mind when engaging in active listening.
89.
What are the three forms of nonverbal communication salespeople can use to convey
messages to their customers?
90.
Explain the four distance zones people use when interacting in business and social
situations.
Essay Questions
91.
Describe the two-way flow of information. What causes communication breakdowns?
92.
How does noise inhibit communication, and how can salespeople overcome it?
93.
In the context of voice characteristics, explain how a salesperson's delivery of words
affects how the customer will understand and evaluate his or her presentation.
94.
Describe active listening.
95.
What is the benefit of repeating information received from the customer during a sales
interaction? What are the drawbacks (if any) of this technique?
96.
Why is it important to "bite your tongue" at certain times during a sales presentation?
97.
Discuss the importance of nonverbal signals in communication.
98.
How should professional salespeople dress? Explain your answer.
99.
When communicating via technology, explain how salespeople can use the telephone
correctly and effectively.
100.
Discuss how international salespeople adjust for cultural differences.
