Communication SkillsCommunication Skills

Customers are going to have an Customers are going to have an image of your company or your image of your company or your

intentions whether or not you are intentions whether or not you are going to create one…going to create one…

And that will affect their decision And that will affect their decision whether to help you or not…….whether to help you or not…….

CommunicationCommunicationsome important questionssome important questions

What are the basic elements in the What are the basic elements in the communication process?communication process?

Why listening and questioning skills are Why listening and questioning skills are importantimportant

how can sales people develop listening skillshow can sales people develop listening skills How could people communicate without using How could people communicate without using

wordswords And what are the barrier for effective And what are the barrier for effective

communication communication

One Way CommunicationOne Way Communication

Sender(encodes the msg) Receiver (decodes the msg)

One Way CommunicationOne Way Communication

TWO-Way communicationTWO-Way communication

Sender encodes the message

Receiver Decodes the message

FEED BACK

TWO-Way CommunicationTWO-Way Communication

Barriers to CommunicationBarriers to Communication

Other Factors affecting the Other Factors affecting the message decodingmessage decoding

NoiseNoiseUncomfortable EnvironmentUncomfortable EnvironmentMoodMoodFatigueFatigue

Modes of communication

Verbal •Pace

•Power•Pause

Non-Verbal•Appearance

•Body language•Eye contact

•Manners•Visuals

Verbal CommunicationVerbal Communication

Effective use of wordsEffective use of words Characteristics of wordsCharacteristics of words Using effective wordsUsing effective words Painting word picturesPainting word pictures Tailoring wordsTailoring words Speech rateSpeech rate LoudnessLoudness InflectionInflection articulationarticulation

Verbal CommunicationVerbal Communication

Asking questionsAsking questions

Encourage longer responseEncourage longer response Space out questionsSpace out questions Ask short, simple questionsAsk short, simple questions Avoid leading questionsAvoid leading questions Questions to collect informationQuestions to collect information Questions to maintain the flow of informationQuestions to maintain the flow of information

Types of QuestionsTypes of Questions

OEQ (open ended questions) = to find and OEQ (open ended questions) = to find and clarify. Starts with What/when/Why/How.clarify. Starts with What/when/Why/How.

CEQ (close ended questions) = asked to give CEQ (close ended questions) = asked to give information. Answered with yes or no or I don’t information. Answered with yes or no or I don’t knowknow

BTQ (benefit tag question) = mention benefit BTQ (benefit tag question) = mention benefit followed by a tag. (E.g.:this product has a rapid followed by a tag. (E.g.:this product has a rapid onset is this what you’re lookin’ for?)onset is this what you’re lookin’ for?)

ListeningListening

The greatest motivational act one The greatest motivational act one person can do for another is to person can do for another is to

listen.listen.

  Roy E. Moody

Why Listen?Why Listen?

Clears the air.Clears the air. Helps the speaker solve the Helps the speaker solve the

problem. problem. Stimulate the speakers.Stimulate the speakers. Involvement and Learning.Involvement and Learning. Get a chance to think & relax.Get a chance to think & relax.

Improving Your Listening Skills:Improving Your Listening Skills:

Repeat information.Repeat information. Clarify when you are not sure.Clarify when you are not sure. Summarize.Summarize. Tolerate Silence.Tolerate Silence. Be fresh and concentrate.Be fresh and concentrate.

ListeningListening

Hearing-attention-understanding-feedbackHearing-attention-understanding-feedback Repeating the informationRepeating the information Rephrasing (restating)Rephrasing (restating) ClarifyingClarifying Summarizing the conversationSummarizing the conversation Tolerating silenceTolerating silence Concentrate on the main idea Concentrate on the main idea

Non-Verbal CommunicationNon-Verbal Communication

Non-Verbal CommunicationNon-Verbal Communication

Body languageBody language FaceFace ArmsArms HandsHands LegsLegs Body language patternBody language pattern Posture and body movementPosture and body movement Matching the customer’s communication styleMatching the customer’s communication style

Body LanguageBody Language

FaceFace (95%)(95%) ArmsArms (90%)(90%) Body AngleBody Angle (80%)(80%) HandsHands (70%)(70%) Legs Legs (50%)(50%)

Body Language - HandsBody Language - Hands

Non-Verbal CommunicationNon-Verbal Communication‘Space and physical contact’‘Space and physical contact’

Distance during interactionDistance during interaction

Touching Touching

Non-verbal communicationNon-verbal communication‘‘Appearance’Appearance’

Dress like the customerDress like the customer

Hints for menHints for men

Hints for womenHints for women

Social StylesSocial Styles

Social-StyleSocial-Style

Social-StyleSocial-Style bias bias develops when we develops when we have contact with have contact with another person another person whose social style whose social style is different from our is different from our own.own.

Social-Style Principles:Social-Style Principles:

Individual Differences exist & are important.Individual Differences exist & are important. Individual style differences tend to be Stable.Individual style differences tend to be Stable. Everyone makes judgments about people Everyone makes judgments about people

based on social style. based on social style.

Benefits of understanding Benefits of understanding Social-Style:Social-Style:

Salespeople understand social-style classification Salespeople understand social-style classification methods & learns how to apply them, can…methods & learns how to apply them, can…

1- Avoid common mistakes that threaten 1- Avoid common mistakes that threaten interpersonal relationship with customers.interpersonal relationship with customers.

2- Reduce the possibility of tension arising during the 2- Reduce the possibility of tension arising during the sales call.sales call.

3- Close more sales because they can tailor the sales 3- Close more sales because they can tailor the sales presentation to the style of the customer. presentation to the style of the customer.

Social-Style Matrix:Social-Style Matrix:

The social-style matrix that The social-style matrix that defines these styles is based defines these styles is based on two important dimensions of on two important dimensions of human behavior :human behavior :

1- Dominance1- Dominance 2- Sociability2- Sociability

Dominance:Dominance:

Dominance can be defined as:Dominance can be defined as:The tendency to command,control, or The tendency to command,control, or prevail over others.prevail over others.

Dominant people tend to be quite Dominant people tend to be quite competitivecompetitive. They also tend to be very . They also tend to be very decisivedecisive & determined. & determined.

Sociability:Sociability:

It can be defined as:It can be defined as:The tendency to seek & enjoy The tendency to seek & enjoy interactioninteraction with others.with others.

Sociability, reflects the amount of control Sociability, reflects the amount of control we exert over our emotional expressiveness.we exert over our emotional expressiveness.

The Four The Four Social StylesSocial Styles

Low Sociability

High Sociability

Low

Dominance

High

Dominance

Amiable

Analytical

Expressive

Driver

1-The Expressive Style:1-The Expressive Style:

A style that combines A style that combines High SociabilityHigh Sociability & & High DominanceHigh Dominance. .

When two people meet for the first time, When two people meet for the first time, the expressive person will be more apt to the expressive person will be more apt to initiate & maintain the conversation as well initiate & maintain the conversation as well as to initiate the handshake. as to initiate the handshake.

The Expressive Style:The Expressive Style:

The Expressive person The Expressive person will move to a will move to a ”first name””first name” basis as soon as possible. basis as soon as possible.

The Expressive person The Expressive person generally generally do not hide their do not hide their feelingsfeelings. They often express opinion dramatically . They often express opinion dramatically and impulsively.and impulsively.

The Expressive person The Expressive person is likely to express feeling is likely to express feeling

with with vigorous movement of the hands and rapid vigorous movement of the hands and rapid speech pattern.speech pattern.

2- Driver Style:2- Driver Style: A style that combine A style that combine Low SociabilityLow Sociability & & High DominanceHigh Dominance..

1- 1- The driver doesn't like to waste time & wants to The driver doesn't like to waste time & wants to get to the point.get to the point.

2- 2- In most cases the driver feels more comfortable In most cases the driver feels more comfortable talking than listening.talking than listening.3- 3- The driver usually communicates a lack of The driver usually communicates a lack of

warmth & is apt to be businesslike & impersonal.warmth & is apt to be businesslike & impersonal.4- 4- The driver voices strong opinions & usually The driver voices strong opinions & usually

wants to influence the other person’s point of wants to influence the other person’s point of view. view.

3- Analytical Style:3- Analytical Style: A style that combine A style that combine Low SociabilityLow Sociability & & Low DominanceLow Dominance..

1-1- Analytical tend to Analytical tend to curbcurb emotional expression & are emotional expression & are less likely to display warmth openly.less likely to display warmth openly.

2-2- Analytical enjoy a highly structured environment Analytical enjoy a highly structured environment generally feel frustration when confronted with generally feel frustration when confronted with unexpected event.unexpected event.

3- The analytical usually doesn’t express dramatic 3- The analytical usually doesn’t express dramatic opinions.opinions.

4- The analytical tends to be quite formal in social 4- The analytical tends to be quite formal in social relationships & therefore is viewed as relationships & therefore is viewed as aloofaloof by many by many people.people.

4- The Amiable Style:4- The Amiable Style: A style that combine A style that combine High SociabilityHigh Sociability & & Low Low

DominanceDominance..

1-1- Amiable can easily display their feelings, but not in the Amiable can easily display their feelings, but not in the assertive manner common to the expressive individuals.assertive manner common to the expressive individuals.

2- Amiable likes to be listened attentively to by other people.2- Amiable likes to be listened attentively to by other people.

3- Amiable tend to avoid the use of power & are more likely to 3- Amiable tend to avoid the use of power & are more likely to rely on friendly persuasion.rely on friendly persuasion.

4- The amiable usually takes a long time to make a decision.4- The amiable usually takes a long time to make a decision.

Excess Zone:Excess Zone:

The excess zone is The excess zone is characterized by a characterized by a high degree of: high degree of:

IIntensity & Rigidityntensity & Rigidity. .

ExcessExcess… … Expressive StyleExpressive Style

Expresses highly emotional options.Expresses highly emotional options. Stops listening to the other person.Stops listening to the other person. Tries too hard to promote own point of view.Tries too hard to promote own point of view. Becomes outspoken to the point of offensive.Becomes outspoken to the point of offensive. Uses exaggerated and facial expressions to Uses exaggerated and facial expressions to

make a point.make a point.

ExcessExcess…… …… Driver StyleDriver Style

Gets impatient with the other person.Gets impatient with the other person. Becomes dictatorial.Becomes dictatorial. Will not admit being wrong.Will not admit being wrong. Becomes extremely competitive.Becomes extremely competitive. Is cold and unfeeling when dealing with people.Is cold and unfeeling when dealing with people.

ExcessExcess…. …. Analytical StyleAnalytical Style

Becomes stiff and formal during social Becomes stiff and formal during social relationship.relationship.

Is unwilling to take a decision. Is unwilling to take a decision. Avoid displaying any type of emotionAvoid displaying any type of emotion Displays a strong dislike for change.Displays a strong dislike for change. Is overly interested in detail.Is overly interested in detail.

ExcessExcess…. …. Amiable StyleAmiable Style

Agrees with everyone.Agrees with everyone. Is unable to take a strong stand.Is unable to take a strong stand. Becomes overly anxious to win approval of Becomes overly anxious to win approval of

others.others. Tries to comfort every one.Tries to comfort every one. Constantly seeks reassurance.Constantly seeks reassurance.

How to adapt your sellingHow to adapt your selling

techniques to different techniques to different social styles?social styles?

Selling to Expressive!Selling to Expressive!

1- Take time to establish good will and build 1- Take time to establish good will and build relationship.relationship.

2- Do not place too much emphasis on the facts 2- Do not place too much emphasis on the facts and details.and details.

3- Plan actions that will provide support for their 3- Plan actions that will provide support for their opinions,ideas,and dreams.opinions,ideas,and dreams.

4- Keep in mind the need to move at a pace that 4- Keep in mind the need to move at a pace that will hold the attention of the prospect.will hold the attention of the prospect.

Selling to Expressive!Selling to Expressive!

5- Make it unique & exiting. 5- Make it unique & exiting.

6- Plan to ask questions concerning their opinions 6- Plan to ask questions concerning their opinions and ideas.and ideas.

7- Be prepared to help them get “back on track” if 7- Be prepared to help them get “back on track” if they move too far away from the topic.they move too far away from the topic.

8- Maintain good eye contact and above all, be a 8- Maintain good eye contact and above all, be a good listener.good listener.

Selling to Drivers!Selling to Drivers!

Be intelligent and fast.Be intelligent and fast. Early in the sales presentation, ask specific Early in the sales presentation, ask specific

questions and carefully note responses.questions and carefully note responses. Look for specific points you can respond to Look for specific points you can respond to

when it is time to present. when it is time to present. The key to relating to drivers is to keep the The key to relating to drivers is to keep the

relationship as businesslike as possible.relationship as businesslike as possible.

Selling to Drivers!Selling to Drivers! Conclusion:Conclusion:1- 1- Developing a strong personal relationship is not a Developing a strong personal relationship is not a

high priority for drivers. In another words, high priority for drivers. In another words, friendship is not usually a condition for a good friendship is not usually a condition for a good working relationship.working relationship.

2- Your goal is to be efficient, time disciplined, and 2- Your goal is to be efficient, time disciplined, and well organized as possible and to provide well organized as possible and to provide appropriate facts, figures and success appropriate facts, figures and success probabilities.probabilities.

3- Most drivers are goal-oriented people, so try to 3- Most drivers are goal-oriented people, so try to identify their primary objectives and then identify their primary objectives and then determine ways to support and help with these determine ways to support and help with these objectives.objectives.

SellingSelling toto Analytical!Analytical! Be professional and thorough.Be professional and thorough. Arrive at meeting Arrive at meeting on timeon time and be and be well prepared.well prepared. Analytical appreciate business like approach to a Analytical appreciate business like approach to a

personal selling.personal selling. The analytical will respond in a positive way to a The analytical will respond in a positive way to a

thoughtful, well organized approach.thoughtful, well organized approach. Use specific questions that show clear direction.Use specific questions that show clear direction. In most cases it will not be necessary to spend a great In most cases it will not be necessary to spend a great

deal of time building a social relationship.deal of time building a social relationship.

SellingSelling toto Analytical!Analytical!

Once you have information regarding the Once you have information regarding the prospect’s needs, present your proposal prospect’s needs, present your proposal in a slow, deliberate way.in a slow, deliberate way.

Provide as much documentation as Provide as much documentation as possible.possible.

Don’t be in a hurry to close the sale.Don’t be in a hurry to close the sale. Never pressure the Analytical to make Never pressure the Analytical to make

quick decisions. quick decisions.

SellingSelling toto Amiable!Amiable! Don’t rock the boat.Don’t rock the boat. Take time to build a social relationship with Take time to build a social relationship with

the amiable.the amiable. Spend time learning about the things that Spend time learning about the things that

are important in the amiable life like family, are important in the amiable life like family, Hobbies & major interests.Hobbies & major interests.

Amiable like to conduct business with sales Amiable like to conduct business with sales personnel who are professional & friendly.personnel who are professional & friendly.

SellingSelling toto Amiable!Amiable!

Therefore, study their feeling & emotional Therefore, study their feeling & emotional needs as well as their technical & business needs as well as their technical & business needs.needs.

Listening carefully to personal opinions & Listening carefully to personal opinions & feelingsfeelings

Throughout the presentation, provide personal Throughout the presentation, provide personal assurances & support for their views.assurances & support for their views.

If you disagree with an amiable, curb the If you disagree with an amiable, curb the desire to disagree too openly; Amiable dislike desire to disagree too openly; Amiable dislike interpersonal conflict. interpersonal conflict.

QUESTIONSQUESTIONS

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CommentsComments

Thank you!!!Thank you!!!