Communication Skills

Customers are going to have an image of your company or your intentions whether or not you are going to create one… And that will affect their decision whether to help you or not…….

Communication some important questions What are the basic elements in the communication process? What are the basic elements in the communication process? Why listening and questioning skills are important Why listening and questioning skills are important how can sales people develop listening skills how can sales people develop listening skills How could people communicate without using words How could people communicate without using words And what are the barrier for effective communication And what are the barrier for effective communication

One Way Communication Sender (encodes the msg) Receiver (decodes the msg)

One Way Communication

TWO-Way communication Sender encodes the message Receiver Decodes the message FEED BACK

TWO-Way Communication

Barriers to Communication

Other Factors affecting the message decoding Noise Noise Uncomfortable Environment Uncomfortable Environment Mood Mood Fatigue Fatigue

Modes of communication Verbal Pace  Power  Pause  Non-Verbal Appearance Body language Eye contact Manners Visuals

Verbal Communication Effective use of words Characteristics of words Characteristics of words Using effective words Using effective words Painting word pictures Painting word pictures Tailoring words Tailoring words Speech rate Speech rate Loudness Loudness Inflection Inflection articulation articulation

Verbal Communication Asking questions Encourage longer response Encourage longer response Space out questions Space out questions Ask short, simple questions Ask short, simple questions Avoid leading questions Avoid leading questions Questions to collect information Questions to collect information Questions to maintain the flow of information Questions to maintain the flow of information

Types of Questions OEQ (open ended questions) = to find and clarify. Starts with What/when/Why/How. OEQ (open ended questions) = to find and clarify. Starts with What/when/Why/How. CEQ (close ended questions) = asked to give information. Answered with yes or no or I don’t know CEQ (close ended questions) = asked to give information. Answered with yes or no or I don’t know BTQ (benefit tag question) = mention benefit followed by a tag. (E.g.:this product has a rapid onset is this what you’re lookin’ for?) BTQ (benefit tag question) = mention benefit followed by a tag. (E.g.:this product has a rapid onset is this what you’re lookin’ for?)

Listening The greatest motivational act one person can do for another is to listen. The greatest motivational act one person can do for another is to listen. Roy E. Moody

Why Listen? t Clears the air. t Helps the speaker solve the problem. t Stimulate the speakers. t Involvement and Learning. t Get a chance to think & relax.

Improving Your Listening Skills: t Repeat information. t Clarify when you are not sure. t Summarize. t Tolerate Silence. t Be fresh and concentrate.

Listening Hearing-attention-understanding-feedback Repeating the information Rephrasing (restating) Clarifying Summarizing the conversation Tolerating silence Concentrate on the main idea

Non-Verbal Communication

Body language Body language Face Face Arms Arms Hands Hands Legs Legs Body language pattern Body language pattern Posture and body movement Posture and body movement Matching the customer’s communication style Matching the customer’s communication style

Body Language t Face(95%) t Arms(90%) t Body Angle(80%) t Hands(70%) t Legs (50%)

Body Language - Hands

Non-Verbal Communication ‘Space and physical contact’ Distance during interaction Distance during interaction Touching Touching

Non-verbal communication ‘Appearance’ Dress like the customer Dress like the customer Hints for men Hints for men Hints for women Hints for women

Social Styles

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

Social-Style Principles: t Individual Differences exist & are important. t Individual style differences tend to be Stable. t Everyone makes judgments about people based on social style.

Benefits of understanding Social-Style: Salespeople understand social-style classification methods & learns how to apply them, can… Salespeople understand social-style classification methods & learns how to apply them, can… 1- Avoid common mistakes that threaten interpersonal relationship with customers. 2- Reduce the possibility of tension arising during the sales call. 3- Close more sales because they can tailor the sales presentation to the style of the customer.

Social-Style Matrix: The social-style matrix that defines these styles is based on two important dimensions of human behavior : The social-style matrix that defines these styles is based on two important dimensions of human behavior : 1- Dominance 1- Dominance 2- Sociability 2- Sociability

Dominance: t Dominance can be defined as: The tendency to command,control, or prevail over others. t Dominant people tend to be quite competitive. They also tend to be very decisive & determined.

Sociability: t It can be defined as: The tendency to seek & enjoy interaction with others. t Sociability, reflects the amount of control we exert over our emotional expressiveness.

The Four Social Styles

Low Sociability High Sociability Low Dominance High Dominance Amiable Analytical Expressive Driver

1-The Expressive Style: t A style that combines High Sociability & High Dominance. t When two people meet for the first time, the expressive person will be more apt to initiate & maintain the conversation as well as to initiate the handshake.

The Expressive Style: t The Expressive person will move to a ”first name” basis as soon as possible. t The Expressive person generally do not hide their feelings. They often express opinion dramatically and impulsively. tThe Expressive person is likely to express feeling with vigorous movement of the hands and rapid speech pattern.

2- Driver Style: t A style that combine Low Sociability & High Dominance. 1- The driver doesn't like to waste time & wants to get to the point. 2- In most cases the driver feels more comfortable talking than listening. 3- The driver usually communicates a lack of get to the point. 2- In most cases the driver feels more comfortable talking than listening. 3- The driver usually communicates a lack of warmth & is apt to be businesslike & impersonal. 4- The driver voices strong opinions & usually warmth & is apt to be businesslike & impersonal. 4- 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: t A style that combine Low Sociability & Low Dominance. 1-Analytical tend to curb emotional expression & are less likely to display warmth openly. 2-Analytical enjoy a highly structured environment generally feel frustration when confronted with unexpected event. 3- The analytical usually doesn’t express dramatic opinions. 4- The analytical tends to be quite formal in social relationships & therefore is viewed as aloof by many people.

4- The Amiable Style: tA style that combine High Sociability & Low Dominance. 1- Amiable can easily display their feelings, but not in the assertive manner common to the expressive individuals. 2- Amiable likes to be listened attentively to by other people. 3- Amiable tend to avoid the use of power & are more likely to rely on friendly persuasion. 4- The amiable usually takes a long time to make a decision.

Excess Zone: The excess zone is characterized by a high degree of: The excess zone is characterized by a high degree of: Intensity & Rigidity.

Excess… Expressive Style tExpresses highly emotional options. tStops listening to the other person. tTries too hard to promote own point of view. tBecomes outspoken to the point of offensive. tUses exaggerated and facial expressions to make a point.

Excess…… Driver Style tGets impatient with the other person. tBecomes dictatorial. tWill not admit being wrong. tBecomes extremely competitive. tIs cold and unfeeling when dealing with people.

Excess…. Analytical Style tBecomes stiff and formal during social relationship. tIs unwilling to take a decision. tAvoid displaying any type of emotion tDisplays a strong dislike for change. tIs overly interested in detail.

Excess…. Amiable Style tAgrees with everyone. tIs unable to take a strong stand. tBecomes overly anxious to win approval of others. tTries to comfort every one. tConstantly seeks reassurance.

How to adapt your selling techniques to different social styles? techniques to different social styles?

Selling to Expressive! 1- Take time to establish good will and build relationship. 2- Do not place too much emphasis on the facts and details. 3- Plan actions that will provide support for their opinions,ideas,and dreams. 4- Keep in mind the need to move at a pace that will hold the attention of the prospect.

Selling to Expressive! 5- Make it unique & exiting. 6- Plan to ask questions concerning their opinions and ideas. 7- Be prepared to help them get “back on track” if they move too far away from the topic. 8- Maintain good eye contact and above all, be a good listener.

Selling to Drivers! tBe intelligent and fast. tEarly in the sales presentation, ask specific questions and carefully note responses. tLook for specific points you can respond to when it is time to present. tThe key to relating to drivers is to keep the relationship as businesslike as possible.

Selling to Drivers! Conclusion: Conclusion: 1- Developing a strong personal relationship is not a high priority for drivers. In another words, friendship is not usually a condition for a good working relationship. 2- Your goal is to be efficient, time disciplined, and well organized as possible and to provide appropriate facts, figures and success probabilities. 3- Most drivers are goal-oriented people, so try to identify their primary objectives and then determine ways to support and help with these objectives.

Selling to Analytical! tBe professional and thorough. tArrive at meeting on time and be well prepared. tAnalytical appreciate business like approach to a personal selling. tThe analytical will respond in a positive way to a thoughtful, well organized approach. tUse specific questions that show clear direction. tIn most cases it will not be necessary to spend a great deal of time building a social relationship.

Selling to Analytical! tOnce you have information regarding the prospect’s needs, present your proposal in a slow, deliberate way. tProvide as much documentation as possible. tDon’t be in a hurry to close the sale. tNever pressure the Analytical to make quick decisions.

Selling to Amiable! tDon’t rock the boat. tTake time to build a social relationship with the amiable. tSpend time learning about the things that are important in the amiable life like family, Hobbies & major interests. tAmiable like to conduct business with sales personnel who are professional & friendly.

Selling to Amiable! t Therefore, study their feeling & emotional needs as well as their technical & business needs. t Listening carefully to personal opinions & feelings t Throughout the presentation, provide personal assurances & support for their views. t If you disagree with an amiable, curb the desire to disagree too openly; Amiable dislike interpersonal conflict.

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