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Effective Communication in Sales: Mastering Verbal and Nonverbal Techniques

Learn how to improve communication skills in a sales context. Explore the importance of feedback, nonverbal cues, overcoming barriers, and persuasive techniques to maintain control. Enhance your overall persuasive power through empathy, active listening, and a positive attitude.

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Effective Communication in Sales: Mastering Verbal and Nonverbal Techniques

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  1. Chapter 5 Communication for Relationship Building: It’s Not All Talk

  2. Chapter 5 • Communication: It Takes Two • Nonverbal Communication: Watch for it • Barriers to Communication • Master Persuasive Communication to Maintain Control

  3. Communication: It Takes Two • In a sales context, communication is the act of transmitting verbal and nonverbal information and understanding between seller and buyer

  4. Salesperson-Buyer Communication Process Requires Feedback • Medium • Major communication elements • Source • Encoding process • Message • Decoding process • Receiver • Feedback • Noise

  5. Nonverbal Communication:Watch For It • Concept of space • Territorial space • Intimate space • Personal space • Social space • Public space • Space threats • Space invasion

  6. Communication through Appearance and the Handshake • Style hair carefully • Dress as a professional • Shake hands firmly and look people in the eye

  7. Body Language Gives You Clues • Nonverbal signals come from • Acceptance signals • Body angle • Face • Hands • Arms • Legs • Three Message Types • Caution signals • Disagreement signals • Knowing body guidelines can improve your communication ability

  8. Barriers To Communication • Differences in perception • Buyer does not recognize a need for product • Selling pressure • Information overload • Distractions • Poor listening • Not adapting to buyer’s style

  9. Master Persuasive Communication To Maintain Control • Persuasion is the ability to change a person’s belief, position, or course of action • Feedback guides your presentation • Probing--asking questions • Remember to use trial closes • Empathy puts you in your customer’s shoes • Keep it simple • Creating mutual trust develops friendship

  10. Master Persuasive Communication To Maintain Control cont… • Listening clues you in • Hearing • Listening • Listen to words, feelings, and thoughts • Three levels of listening • Marginal listening • Evaluative listening • Active listening • Technology helps to remember

  11. Your Attitude Makes the Difference • Enthusiasm • Excitement • Positive view on • Helping others • Yourself • Being a salesperson

  12. Proof Statements Make You Believable • Credibility through • Empathy, listening, enthusiasm • Proof statements • Substantiate claims

  13. Summary of Major Selling Issues • Communication is transmission of verbal and nonverbal information and understanding between a salesperson and prospect • Modes of communication--words, gestures, visual aids • Communication process model • Barriers may hinder or prevent constructive communication during a sales presentation

  14. Summary of Major Selling Issues cont… • Barriers must be recognized and overcome or eliminated • Nonverbal communication is a critical component of the overall communication process • Territorial space, handshake, eye contact, body language • Enhancing overall persuasive power through development of several key characteristics • Empathy, more listening and less talking, positive attitude, enthusiastic manner

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