Using Communication Principles To Build Relationships

1. Chapter 5 Using Communication Principles To Build Relationships

2. Two-Way Communication Breakdowns Choice of words No acronyms, phony words, slang Abstract/concrete/emotional/neutral, vary inflection, be aware of tone, tailor to customers Voice characteristics Loudness, inflection, articulation Stories Word pictures, analogies, helps to visualize points

3. Active Listening Listening – 2nd section of role play presentation Rate of speech – depends on you/audience Talk/listen; talk/listen; talk/listen Repeat, restate, summarize, focus

4. Tolerating Silences “Bite your tongue” While a customer is thinking, times of silence occur Example: What day would you like me to call on you? Just a minute, let me think about that. (Silence) Okay, let’s make it on Monday, the 22nd.

5. Reading Nonverbal Messages From Customers Body Language – five channels: Body Angle, Face, Arms, Hands & Legs Non-verbal Communication – three forms: Body Language, Space & Appearance

6. Body Angle Positive Back and forth motions Movements directly toward a person Changes in position – customer wants to place order Negative Side to side motions – insecurity/doubt Leaning back – boredom/apprehension/anger Changes in position – disagreement

7. Face Eyes are the most important area of the face Enlarged pupils indicate interest/excitement Blink rate – 10-20 BPM average; 50+ BPM - stress Eye position can indicate a customer’s thought process Looking away can mean actively considering information Looking left can mean an emotional consideration Looking right can mean considering facts/logic Significant cultural differences dictate the appropriate level of eye contact between individuals – Japan, Korea, Muslim countries, Brazil Skin color (red) & skin tautness (jaw line) are facial cues

8. Arms Arms Key factor of interpreting arm movement is intensity More movement, they are conveying an opinion Broader and more vigorous movement indicates the customer is more empathetic about the point Do NOT cross arms in Turkey – rude!

9. Hands Hand gestures are very expressive Positive: open and relaxed, palms facing up Negative: self-touching gestures Involuntary gestures: fist tightening (good indicator of true feelings) Hand gestures – various cultural differences Thumbs-up: offensive in the Middle East, rude in Australia, sign of o.k. in France Circled fingers in Japan – symbolizes money

10. Legs Legs Customers with uncrossed legs in an open position send a message of cooperation, confidence, and friendly interest Legs crossed and away from the salesperson is usually negative

11. Body Language Patterns No single gesture or position defines a specific emotion or attitude Salespeople must consider a number signals via a number of channels Smiles can be real/fake – muscles around the eyes involved means the smile is real Hiding true feelings: verbal mistakes, changing opinion, difference in verbal/non-verbal signals, small shrugs, self-touching, stiff body posture

12. Responding to Customers’ Hidden Emotions and Feelings Comments a salesperson makes to encourage forthright discussion: Perhaps there is some reason you cannot share the information with me Are you worried about how I might react to what you are telling me?

13. Sending Messages With Nonverbal Communication Using Body Language Face Facial reactions are are often involuntary, especially under stress Nothing creates rapport like a smile Remember – good thoughts = good body language Most effective facial expression are natural ones Eye Contact Appropriate eye contact varies from situation to situation Direct eye contact indicates sincerity, credibility, and trustworthiness

15. Hand Movements Have a dramatic impact - drives home a point Avoid pointing your finger & excessive gestures Shaking hands is the prospect’s choice Social handshakes are different for women International differences – Chinese bow, Mexicans hug, Germans shake once only, Africans snap fingers after shaking hands

16. Posture & Body Movements Shuffling feet/slumping – lack of self-confidence & discipline Overly rigid posture – shows rigidity Use the mirror Matching The Customer’s Communication Style Better rapport is developed when matching verbal and nonverbal behavior Try adapting to the a customer’s behavior

17. The Role Of Space and Physical Contact In Communication Distance During Interaction – Exhibit 4.5 – P. 114 Intimate zone- reserved primarily for a person’s closest relationships Personal zone- for closest friends and those who share special interests Social zone- business transactions and other impersonal relationships Public zone- for speeches, teachers in classrooms, and passersby Customers may react negatively when they believe salespeople are invading their intimate or personal space Begin customer interactions at the far end of the social zone and do not move closer until an initial rapport has been established

18. Touching Touching Two touching groups: contact and noncontact Contact people usually see noncontact people as cold and unfriendly Noncontact people view contact people as overly friendly and obtrusive Limit touching to a hand shake

19. Professional Appearance Two priorities in dressing for business: Getting customers to notice you in a positive way Getting customers to trust you Business clothes project an image of the salesperson Making a presentation to customers or at your own company requires careful thought

20. The Return of the Business Suit Casual Dress Lesson - Read 5.1 – P. 137 Many companies are returning to more professional dress code Pay attention to clothing and don’t confuse the boundary between work and play – casual Fridays are fine, but presentations require more appropriate clothing Hints For Men The suit is the focal garment in business dress Darker suits (authoritative), lighter suits (friendly), natural fibers (favorable), solid white shirts (credibility) Ties are important indicators of status, credibility, and personality As for accessories, the fewer the better

21. Professional Dress Hints For Women In the past: women dressed conservatively to match male businesslike attire Now: use flair and style, while still maintaining a dignified, professional look Blouses have more variety: generally, cotton and silk Choose shoes and hose to compliment the outfit Accessories such as ties, scarves, simple jewelry and plain watches can jazz up the suit Hairstyle should share characteristics of the attire

22. 5 Principles – Dress for SuccessP-114 -115 Consider geography Temperature & local norms Consider your customers Their appearance Their expectations for your appearance Consider your corporate culture Norms for your industry

23. 5 Principles – Dress for Success Consider your aspirations Top levels of your firm – executives One level above your position Consider your own personal style Use Halo effect Be reasonable

24. Communicating Via TechnologySee Exhibit 5.5 – P. 139 Accept the need to communicate through electronic media Not as flexible or effective as face-to-face, but less costly Learn the customer’s preferences and find out which tools the customer uses and how she or he likes to communicate Avoid “techno overkill” Make the communication meaningful – smile as your speak Customize your messages Be very succinct when communicating – actively listen Don’t deliver bad news via e-mail or telephone Use short, clear sentences when communicating

25. Communicating Via TechnologySimple guidelines - Telephone Always begin with FULL name, company and title (there are a million Jims and Sues) Verify that there is time to talk briefly State purpose/make your point Close and confirm details Show appreciation Eliminate endless, useless chatter

26. Communicating Via TechnologySimple guidelines – E-mail Face to face is much more effective, if possible – 90% of buyers prefer it Make subject line correct/make first lines clear Do NOT keep using old reply line Use heading/bullets for long e-mails-short works Answer e-mails within 24 hours Learn to acknowledge e-mails quickly Learn customers’ preferences

27. Adjusting To Cultural DifferencesSee Exhibit 5.6 – P.142 Recognize business practices are different around the world Difference in terms of a contract (price and delivery), verbal and nonverbal information Low context cultures- culture which relies more on the verbal part of communication; sender’s values, position, and background are conveyed by the content of the message High context cultures- Culture which relies more on the nonverbal part of communication; sender’s values, position, and background are conveyed by the way the message is expressed

28. Social-Networking Blogs, Linked-In, Twitter, Facebook…… Have fun, but be careful! Any bad stories here??

29. Use Of Language Communication in international selling often takes place in English Observe the following rules when using English in international selling: Use common English words that would have been learned in the first two years of studying the language Use words that do not have multiple meanings Avoid slang expressions peculiar to American culture Use rules of grammar more strictly than would be normal Use action-specific verbs Never use vulgar expressions, tell off-color jokes, or make religious references

30. Time and Scheduling International salespeople need to understand the varying perceptions of time in general and the time it takes for business activities to occur in different countries Example: Lunch is at 3:00 p.m. in Spain…In Greece, no one makes phone calls between 2 p.m. and 5 p.m.

31. Film and Lecture on: “Body Language” Not in text