11
Communicating Effectively with Diverse Customers
Meet
Ewell Hopkins
A.
What is Communication?
What is the difference between communication and promotion?
What are the five distinct modes of communication and the
percentages? What is the
chronic complaint of buyers?
B.
Developing Communication Skills
1. Listening
·
3 Dimensions of Listening
·
Levels of Listening (also Table
11.1)
·
Guidelines for effective
Listening (Table 11.2)
2.
Asking Questions
·
Question Formats
·
Types of Questions (Table 11.3)
Probing
Evaluative
Strategic
Tactical
Dichotomous
Multiple
Choice
Surveying
Customers via Email (344)
3. Using Space or Proxemics:
·
Zones of Buyer-Seller
Interaction
Intimate
Personal
Social
Public
·
Interpreting Kinesics:
Reading
Body Language
Sending
Body Language Messages
1. General Appearance
and Hygiene
2. Body Movement
3. Posture
4. Eyes and Facial
Expressions
5. Eye Contact
6. Arm, Hand, and Leg
Movements
7. Voice Characteristics
(Table 11.4)
Frontlines (350)
C.
Communication Styles
1. Classifying Communication Styles
What is the difference between assertiveness and responsiveness?
Amiables
Expressives
Analyticals
Drivers
(Table 11.6)
D.
Communicating and Trust Building
1. Candor
2. Dependability
3. Competence
4. Customer Orientation
5. Likableness
Cases