Podcast
Questions and Answers
Which type of nonverbal communication includes the placement and movements of hands, arms, head, and legs?
Which type of nonverbal communication includes the placement and movements of hands, arms, head, and legs?
- Body language (correct)
- Vocal characteristics
- Facial expressions
- Proxemics
What is the purpose of probing questions in customer communication?
What is the purpose of probing questions in customer communication?
- To redirect the conversation
- To confirm final decisions
- To summarize previous discussions
- To elicit detailed information (correct)
Which of the following best describes proxemics in nonverbal communication?
Which of the following best describes proxemics in nonverbal communication?
- The use of gestures to convey messages
- The study of vocal pitch and volume
- The physical distance preferred between individuals (correct)
- The interpretation of facial expressions
What type of question is characterized by shifting or redirecting the topic of discussion?
What type of question is characterized by shifting or redirecting the topic of discussion?
Which of the following characteristics is NOT associated with vocal nonverbal communication?
Which of the following characteristics is NOT associated with vocal nonverbal communication?
Evaluative questions are primarily used to uncover what?
Evaluative questions are primarily used to uncover what?
What are nonverbal clusters in communication?
What are nonverbal clusters in communication?
Which question type refers to information derived from previously provided details?
Which question type refers to information derived from previously provided details?
Flashcards
Nonverbal Communication
Nonverbal Communication
Using body language, facial expressions, and tone of voice to communicate, rather than just words.
Probing Questions
Probing Questions
Questions designed to get more detailed information about a problem or need.
Evaluative Questions
Evaluative Questions
Questions used to understand opinions, attitudes, and preferences.
Tactical Questions
Tactical Questions
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Reactive Questions
Reactive Questions
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Proxemics
Proxemics
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Nonverbal Clusters
Nonverbal Clusters
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Customer Questions
Customer Questions
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Study Notes
Course Information
- Course title: ENT4122: Go to Market Strategies
- Subject: Customer Communications
- Institution: Jim Moran College of Entrepreneurship, FSU
Nonverbal Communication
- Facial expressions and eye movements
- Placement and movements of body parts (hands, arms, head, legs)
- Body posture and orientation
- Variations in vocal characteristics (rate, pauses, pitch, intensity, loudness)
- Nonverbal clusters: Groups of related nonverbals providing a clearer message
- Proxemics: Personal space individuals prefer, an important nonverbal aspect
Customer Questions
- Probing questions: Used to gather detailed information about needs and situations (e.g., "Can you share an example of that?")
- Evaluative questions: Used to determine opinions, preferences, and attitudes (e.g., "How do you feel about...")
- Tactical questions: Used to guide or redirect conversations back on track
- Reactive questions: Responds to information already given by the customer
Upcoming Dates
- Sales Presentation Checkpoint #2: Due Sunday, October 13
Conclusion
- Instructor: Professor Roberts
- Email: [email protected]
- Office: 144 RSB
Discussion Activity
- Identify common nonverbal cues in others and how they affect you
- Examine your own nonverbal cues and interpret how others perceive them
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Description
This quiz covers essential aspects of nonverbal communication, including facial expressions, body movements, and vocal characteristics. You'll explore the significance of proxemics and how nonverbal cues enhance customer interactions. Test your understanding of effective questioning techniques related to customer communications.
