Communications, negotiation & selling training

1. Communications, negotiation & selling training Presented by : YingyingWeng

2. Effective communication skill • Effective communication skills require knowledge, practice and effort. Just knowing how to speak does not mean that you know how to communicate effectively .

3. Ways to Communicate Effectively • Eye Contact • Body Language • Active Listening

4. Eye Contact Maintaining eye contact during communication will make your presentation much more effective.If you are having a one-on-one conversation with someone, maintain eye contact with that person.If you are presenting to a group, don't just read from your notes. Make sure you raise your head and make eye contact with the audience even if you are nervous.

5. Body Language • Your body language is a very important component of communication. Body language sends a strong message to the listener. If you are speaking to another person or to a group, do not cross your arms across your chest. This implies that you are defensive Do not shove your hands into your pockets. This implies you have something to hide.

6. Active Listening • Careful listening when someone else is speaking is a skill in and of itself. Some people participate in a conversation by talking and then by thinking about what they are going to say next. This can be a result of nervousness or a result of trying to not forget what to say.

7. Effective selling techniques

8. 1.Look the part Having a professional appearance and demeanour is essential for a salesperson. 2. Invest time in building trust Launching straight into a rehearsed sales spiel will alienate your potential customer or client. Invest a little time in building up a genuine rapport with them. 3. Don’t over talk Ask questions to stimulate customer communication. Get prospects talking so you can ascertain what they really need and want. .

9. 4. Assess prospects suitability Asking the right questions will also help you quickly and accurately assess whether you are talking to a genuine prospect.   5. Focus on the customer Put your prospective customer first. Rather than focussing on selling your product, focus on meeting your prospective customer’s genuine needs. 6. Be natural Talk to your customers in the way you would to a valued colleague, friend or family member.

10. 7. Avoid ‘sales-speak’ Avoid sales clichés and ‘turn-off’ terminology.  Quoting facts and figures or making unrealistic or over-the-top claims will only cause your prospects to switch off. 8. Be fresh and enthusiastic No matter how many times you have delivered your sales proposition, make sure you present in a fresh and enthusiastic way. Don’t skim over details or appear bored and disinterested. 9. Know how and when to close If a prospect has indicated that your product or service is right for them, don’t keep selling, move into closing mode.

11. 10. Follow up with great post-sale service • Fulfil your sales orders quickly and efficiently. Set up post-sales customer service and order fulfilment protocols so that every customer receives the highest levels of service. Make your customer’s day by giving them a gift voucher or discount on their next purchase.

12. Nine tips for improving negotiation skills

13. 1.Remember you're the expert Buyers often have to buy products or services they don't really understand. Think of negotiation as education. 2. Negotiation is a two-way street Negotiation is a process of give and take. When you give a concession to the buyer, always ask for something in return. 3. Hold firm to your principles “ When something is important to you, stick to your guns. Buyers will respect you for it. ” Don't forget you have something the buyer wants; they need you as much as you need them. When something is important to you, stick to your guns. Buyers will respect you for it.

14. 4.Know when to walk away If the deal is unacceptable, cut your losses early. I've heard horror stories from fellow soloists and my own clients who have taken loss-making contracts hoping to make up the margin along the way.. 5. Don't be intimidated You do not need to automatically accept the contract terms a buyer offers you. Remember, it's their job to get the best possible outcome for their company. 6. Keep your ear to the ground Always stay alert for clues that may tell you where you are placed on the shortlist. It's a good sign if the buyer promptly returns your calls, keeps promised meeting times and gets back to you when they say they will.

15. 7. Stay consistent If you had professional assistance with writing your pitch, consider ongoing help to draft negotiation correspondence too. 8. Don't celebrate until the contract is signed The negotiation process has many twists and turns and what looks good today might not look so good tomorrow. 9. Respect the process In a formal tender, buyers and sellers are bound by probity rules to ensure a fair outcome for both parties.

16. Handling complaints

17. 1. Listen • Have the client sit down away from the public area if possible . This helps calm the down and prevents everyone else from hearing . • 2. Show Empathy • Apologies for the specific complaint, if appropriate “I am really sorry there was a problem with your hotel ”.

18. 3. Confirm details • Paraphrasing is important to ensure that you have the facts correct “so you are saying that …..” • 4. Find a mutually acceptable solution • Sometimes there is nothing further that needs to be done. The client will feel better simply from airing his/her complaint.

19. 5. Follow up • There is no point making promises, which you are not prepared to follow up. Do what you say you are going to do. Personally phone the client to make sure everything is alright now .

20. Thank you for you listening !