Communication Skills

1. Communication Skills

2. 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…….

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

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

5. One Way Communication

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

7. TWO-Way Communication

8. Barriers to Communication

9. Other Factors affecting the message decoding • Noise • Uncomfortable Environment • Mood • Fatigue

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

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

13. Types of Questions • 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 • 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?)

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

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

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

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

18. Non-Verbal Communication

19. Non-Verbal Communication • Body language • Face • Arms • Hands • Legs • Body language pattern • Posture and body movement • Matching the customer’s communication style

20. Body Language • Face (95%) • Arms (90%) • Body Angle (80%) • Hands (70%) • Legs (50%)

21. Body Language - Hands

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

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

24. Social Styles

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

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

27. Benefits of understanding Social-Style: 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.

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

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

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

31. The Four Social Styles

32. Four Social Styles High Sociability Amiable Expressive Low Dominance High Dominance Analytical Driver Low Sociability

33. 1-The Expressive Style: • A style that combines High Sociability& High Dominance. • 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.

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

35. 2- Driver Style: • 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 warmth & is apt to be businesslike & impersonal.4- The driver voices strong opinions & usually wants to influence the other person’s point of view.

36. 3- Analytical Style: • 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.

37. 4- The Amiable Style: • A 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.

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

39. Excess… Expressive Style • Expresses highly emotional options. • Stops listening to the other person. • Tries too hard to promote own point of view. • Becomes outspoken to the point of offensive. • Uses exaggerated and facial expressions to make a point.

40. Excess…… Driver Style • Gets impatient with the other person. • Becomes dictatorial. • Will not admit being wrong. • Becomes extremely competitive. • Is cold and unfeeling when dealing with people.

41. Excess…. Analytical Style • Becomes stiff and formal during social relationship. • Is unwilling to take a decision. • Avoid displaying any type of emotion • Displays a strong dislike for change. • Is overly interested in detail.

42. Excess…. Amiable Style • Agrees with everyone. • Is unable to take a strong stand. • Becomes overly anxious to win approval of others. • Tries to comfort every one. • Constantly seeks reassurance.

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

44. 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.

45. 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.

46. Selling to Drivers! • Be intelligent and fast. • Early in the sales presentation, ask specific questions and carefully note responses. • Look for specific points you can respond to when it is time to present. • The key to relating to drivers is to keep the relationship as businesslike as possible.

47. Selling to Drivers! 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.

48. SellingtoAnalytical! • Be professional and thorough. • Arrive at meeting on time and be well prepared. • Analytical appreciate business like approach to a personal selling. • The analytical will respond in a positive way to a thoughtful, well organized approach. • Use specific questions that show clear direction. • In most cases it will not be necessary to spend a great deal of time building a social relationship.

49. SellingtoAnalytical! • Once you have information regarding the prospect’s needs, present your proposal in a slow, deliberate way. • Provide as much documentation as possible. • Don’t be in a hurry to close the sale. • Never pressure the Analytical to make quick decisions.

50. SellingtoAmiable! • Don’t rock the boat. • Take time to build a social relationship with the amiable. • Spend time learning about the things that are important in the amiable life like family, Hobbies & major interests. • Amiable like to conduct business with sales personnel who are professional & friendly.