Chap05 - Chapter 5 Communicationfor...

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Communication for  Relationship Building: It’s Not  All Talk Chapter 5
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C h a p t e r 5 5-2
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5-3 Main Topics Main Topics The Tree of Business Life: Communication Communication: It Takes Two Nonverbal Communication: Watch for It Communication through Appearance and  the Handshake Body Language Give You Clues Barriers to Communication Master Persuasive Communication to  Maintain Control
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5-4 The Tree of Business Life:  Communication Guided by  The Golden  The Golden  Rule Rule , effectively  communicate using: Words Body language Visual Aids Listening Unselfishness to help a person make  the correct buying decision I T C E t h i c a l S e r v Builds u Relationships T T T T T T T T T T T
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5-5  Communication: It Takes Two In a sales context, communication is the act of  transmitting verbal and nonverbal information  and understanding between the seller and  buyer
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5-6 Exhibit 5-1: What Did You Say?  What Did I Hear?
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5-7 Why People Buy–The Black Box  Approach Internalization process is referred to as a  black box We cannot see into the buyer’s mind Stimulus-response model Exhibit 4-1: Stimulus-response model of buyer behavior Stimulus Black box Response Sales Presentation Buyer’s Hidden Mental Process Sale/No Sale
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5-8 Salesperson-Buyer Communication  Process Requires Feedback Major communication elements Source Encoding process Message Medium Decoding process Receiver Feedback Noise
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5-9 Exhibit 5-2: The Basic Communication  Model Has Eight Elements
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5-10 Concept of space Territorial space Intimate space 2 feet Personal space 2 to 4 feet Social space 4 to 6 feet Public space – + 12 feet Space threats too close Space invasion OK to be close Nonverbal Communication: Watch  For It
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5-11 Exhibit 5-3: Office Arrangements  and Territorial Space
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Chap05 - Chapter 5 Communicationfor...

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