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Week 3 notes

by: odette antabi

Week 3 notes Mkt 340

odette antabi
GPA 3.6

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Notes for class 3 including videos and cases. Verbal and Non-verbal communication
Professional Selling
Ian Scharf
Class Notes
Verbal communication Non-verbal communication Sharf MKT340 Notes3 study guide midterm
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This 7 page Class Notes was uploaded by odette antabi on Sunday February 7, 2016. The Class Notes belongs to Mkt 340 at University of Miami taught by Ian Scharf in Spring2015. Since its upload, it has received 12 views.

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Date Created: 02/07/16
Class 3 (1) I. Introduction to personality types  No body can agree how many personalities types there are. We are using the 4 types model  No body is 100% of a type. But we all have a dominate trait  All types are equally represented in society ( 25% each) A. Analytical:  Uses logical the most  Occupations: finance, accounting, engineering, most of the sciences  Need to use numbers or facts B. Amiable:  Belief more in the relationship their sleeves.  Will piggyback on your own confidence, your own recommendations.  First type to give their trust, first to take it back  If you belief in something they will  Occupations: nursing, many teachers, most non-profit or care takers C. Steady Relater:  Moved by status and image  It has to be the newest, latest, best  The most competitive of all 4  Athletes and motivated externally D. Driver  Moved by being in control and not wasting time  They want immediate response  Most CEO tend to be drivers  People aren’t born drivers they become  Underneath a driver there is someone who lost their trust before Sales persons need to adapt to different personality types II. How people Interpret information Visually:  Seeing things  When they say I don’t believe you. Show it visually Auditory  Paint word pictures  You know they are auditory when you tell a long story or joke and they follow along Kinetically:  Less than 5%  By touching or feeling III. Communication principles Verbal Messages: A. Use of words  Characteristics: They can be  Concrete or abstract  Emotional or neutral  Painting Word pictures: take an image in your brain and place it in the receivers brain.  Tailoring words to customers. B. Voice Characteristics  Speech rate:  Listening 140 words per min  Speaking 140 words per min  Until you find out how fast someone is speaking it is better to speak faster than slow  Loudness:  Try not to use microphones  technology can fail  Speak loud enough so the back can hear and that is not so loud to first row  Inflection  Change your tone when you speak to people  Monotone is boring  Articulation:  Difficult words, slow down and pronounce everything C. Questions: Open-ended:  Cannot be answered yes or no  To collect info  No more than 3 questions in a row Fatigue factor in the listener  WHY: explain Close- Ended  Yes? No answer  Are/is/do/which : confirm info  More than 3 in a row  interrogation Spacing  Combination od open-ended and close-ended never asking more than 3 in a row each time Leading  You already know the answer  Rhetorical  Not really questions. Is a statement as a question D. Listening  Reactive: listener hears something and then respond  Proactive: hear what is being said, filter cut important info, make a response. The 3 at the same time.  Repeating info: Word for word. No changes  Summarizing info: summarize built on emotion  Silences: stop talking; go quiet in the middle of presentation. 3 clocks: actual amount of silence. 1 min How long it appears to the other person. More than 1 min How long it appears to the person who went quiet. Less than 1 min Go quiet in the presentation. Don’t interrupt. You shut up. Video ICX  Margo CEO: Driver  Bill Sales: Steady Ready  Jennifer finance: Analytical  Howard MKT: Amiable Sales people Sally:  Takes over the control off Margo.  She needs to give back  what will make you happy? Jeff  Wired defense mechanism  give video and pictures  Could not have it readywe will think it maybe price increase Michael  Give margo control and time  Copies margo body language  Gives visual info, say the page where the info is, and says see it after  Uses compensation technique to give a summary Compensation technique: you cannot handle the objection so you try to minimize it in the big picture Matching or modeling: Psychological theory. When you copy someone’s body language it creates a zone of friendship. Class 3 (2) I. Non-verbal communication A. Body language Works 90% of the time Positiveenhaced Negative- blocked Angle:  Rock back and forward north south positive  Side to side w-e  negative  Leaning forward  positive  Backwards negative Face:  Eyes: window to the soul  Interested: pupil dilated, eyes bigger  Staring straight to you  positive receiving info, not interpreted yet  Turn eyes ot head to the right examining the logic  To the leftexamining emotions of said  Staring straight down while talking  positive, intensively concentrated  Blushes  anger or tension  Tightness in checks, jawline or neck  the worst Arms:  Greater the movement, stonger opinion  Crossed arms strongly negative, the worst Hands  Open relaxed palms  positive  Closed fist  negative Legs:  Uncrossed legs  positive (men + women with no skirt)  Crossed legs + body turn to an angle  negative B. Sending messages non verbally Face  Smile: don’t practice it, natural  Eye contact: respect  People who don’t make eye contact are perceived as if they are hiding something  Hand movement: do not point at your customer during presentation Posture:  Interpret your product as the way you carry yourself  Lazy or underperformance  slouch  Still  inflexible Matching:  Copying someone’s body language  Do not match crossing arms  wont help  Someone is getting ahead of you do not hurry, match the next movement  First few times you are going to be bad. And look like you are mocking them Handshake and touching:  First time never exchange your hand  Some people don’t like being touched  If they do it you can Appearances:  Dress professionally neutral  Your appearance should not pull from your message either direction  Multiple meetings in the day. Default to the most conservative one II. Income exercise  For commission  Know how much you do  You can control how busy you are Annual income $70,000 Avg comm/sale $1,500 Closing ratios (how many people purchse) : 10% Weeks plan to work: 50 Annual income / weeks worked $70000/50= 1400 1400/ average comm sale 1400/1500=0.9 0.9/ closing ratio 0.0/0.01 = 9 people per week Cases Coffee Delight  Cindy Sawyer sale rep for coffee delight  Fred Morgan client  Morgan is analytical she uses amiable terms  She says all the flavors are good then recommends two Staples  Chris Doering sales rep for staples. 25 years old  Chen 50 years old  driver  Doering arrived 15 min late  Chen lies about al ready placing an order, and that they don’t need supplies  Doering says I guess I am too late. Cablevision:  Cathy Quincy salesperson for cablevision amiable  Ross director of advertising in a bank  driver  Quincy is trying to make ross amiable  Quincy confuses the area  Instead of doubled say 100%


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