GLOSSARY

Active listening: listening with your whole body.

Adaptors: movements in response to anxiety.

Barriers: movements or use of objects to provide a shield.

Baseline: the composite of the movements and vocal expressions when you’re in a relatively relaxed state.

Big Four: a term coined by Gregory Hartley (The Art of Body Talk) that refers to illustrators, regulators, adaptors, and barriers.

Comfort zone: a place where you feel unthreatened and in control.

Compound question: a question that combines two or more subjects, so you are essentially asking two questions at once.

Control question: a question to which you already know the answer.

Conversation motivators: techniques to get people talking.

Direct question: a question that leads with a basic interrogative.

Expertise selling: a sales interaction in which you differentiate yourself from other sales professionals by using your special knowledge and skills to meet a customer’s needs.

Fear selling: a sales interaction in which you leverage a prospect’s feeling of vulnerability to draw the person toward your product, service, or idea.

Haptics: the study of communication by touch.

Illustrators: movements that accentuate your message.

Incoming projection: projection that affects our perceptions.

Insight selling: a sales interaction in which your “solution” is recasting what was seen as a problem or guiding the customer in a different direction to discover new opportunities.

Leading question: a question suggesting the answer within the question.

Mirroring: a natural response to another person with whom you are interested in bonding; can be done intentionally to promote bonding.

Negative question: a question that integrates negatives such as “never” or “not” so that a person is unclear as to how to answer.

Non-pertinent question: a question that does not pertain to the subject you really want to discuss.

Outgoing projection: conveying how you want another person to respond to you.

Persistent question: a question that is repeated.

Regulators: movements that help control conversation.

Relationship selling: a sales interaction that focuses on the quality of exchange between you and the buyer rather than the price or specifications of the product or service.

Repeat question: a question that tries to uncover the same information as a previous question, but is different from the first one.

Return-on-investment (ROI) selling: a sales interaction in which you convince your prospects that you can improve their bottom line by increasing their profitability.

Solution selling: a sales interaction in which you satisfy customers by providing some combination of products and services that eliminates problems for them.

Summary question: a question that intended to allow the person to revisit a previous answer.

Visual accessing cues: unconscious eye movements when a person is thinking about something visual; eyes move toward the part of the brain responsible for vision—that is, the visual cortex, which is located in the back of the brain.