Across
- 4. Means by which the brain gains, stores, and recalls information
- 7. Active, learned process consisting of four phases
- 8. Mental process that occurs when encountering previously experienced information, patterns, people, events, processes, images, or objects that are stored in memory
- 9. Reason given by customers for not wanting to purchase a product or service during an interaction with a salesperson or service provider
- 11. Service provider projection made about underlying customer message meanings based on past experiences
- 12. Phase of the listening process in which a listener focuses attention on a specific sound or message being received from a person or the environment
Down
- 1. Phase of the listening process in which the brain attempts to match a received sound or message with other information stored in the brain as a memory
- 2. The difference in the rate at which the human brain can receive and process information and at which most adults speak
- 3. passive physiological means of gathering sound waves and transmitting them to the brain for analysis
- 5. Sending back verbal and nonverbal messages to a message originator
- 6. Ensuring the verbal messages sent match or are in agreement with the non verbal cues used
- 10. Belief or opinion that a person has about an individual or group