Communication for Relationship Building: It’s Not All Talk

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

2. 5 Chapter 5-2

3. Main Topics • The Tree of Business Life: Communication • Communication: It Takes Two • Nonverbal Communication: Watch for It • Communication through Appearance and the Handshake • Body Language Give You Clues • Barriers to Communication • Master Persuasive Communication to Maintain Control

4. The Tree of Business Life: Communication Guided by The Golden Rule, effectively communicate using: • Words • Body language • Visual Aids • Listening • Unselfishness to help a person make the correct buying decision T T T Service Ethical T T T T T T T T Builds T r u e Relationships T C I

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

6. Exhibit 5-1: What Did You Say? What Did I Hear?

7. Buyer’s Hidden Mental Process Sale/No Sale Sales Presentation Response Black box Stimulus Exhibit 4-1: Stimulus-response model of buyer behavior Why People Buy–The Black Box Approach • Internalization process is referred to as a black box • We cannot see into the buyer’s mind • Stimulus-response model

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

9. Exhibit 5-2: The Basic Communication Model Has Eight Elements

10. Nonverbal Communication: Watch For It • Concept of space • Territorial space • Intimate space–2 feet • Personal space–2 to 4 feet • Social space–4 to 6 feet • Public space – + 12 feet • Space threats–too close • Space invasion–OK to be close

11. Exhibit 5-3: Office Arrangements and Territorial Space

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

13. Body Language Gives You Clues • Nonverbal signals come from: • Body angle • Face • Hands • Arms • Legs

14. A Light Signal for Vehicles has a Green, Yellow, and Red Light • A person also sends three types of messages using body communication signals

15. You Have the Green Light • Acceptance signals – a green light gives the “go ahead.” • It indicates the buyer is willing to listen, and • The buyer may like what is being said

16. You Have the Yellow Light • Caution signals - a yellow light gives a neutral or skeptical sign indicating the buyer maybe uncertain about what you are saying • Handle the signal properly, or it may change from yellow to red

17. You Have the Red Light • Disagreement signals – a red light indicates the person may not be interested in your product

18. Recognizing Body Signals • Knowing body signal guidelines can improve your communication ability by allowing the salesperson to: • Be able to recognize nonverbal signals • Be able to interpret them correctly • Be prepared to alter a selling strategy • Respond positively both nonverbally and verbally to a buyer’s nonverbal signals

19. What Would You Do? • You arrive at the industrial purchasing agent’s office on time. This is your first meeting. After you have waited five minutes, the agent’s secretary says, “She will see you.” After the initial greeting, she asks you to sit down. • For each of the following three situations determine: • What nonverbal signals is she communicating? • How would you respond nonverbally?

20. What Would You Do? Situation #1 • She sits down behind her desk. She sits up straight in her chair. She clasps her hands together and with little expression on her face says, “What can I do for you?” • What nonverbal signal is she communicating? • How would you respond nonverbally? • Green (acceptance) nonverbal signal • Yellow (caution) nonverbal signal

21. What Would You Do? Situation #2 • As you begin the main part of your presentation, the buyer reaches for the telephone and says, “Keep going; I need to tell my secretary something.” • What nonverbal signal is she communicating? • Yellow (caution) or red (disagreement) nonverbal signal • How would you respond nonverbally? • Green (acceptance) nonverbal signal

22. What Would You Do? Situation #3 • In the middle of your presentation, you notice the buyer slowly lean back in her chair. As you continue to talk, a puzzled looks comes over her face. • What nonverbal signal is she communicating? • How would you respond nonverbally? • Green (acceptance) nonverbal signal • Yellow (caution) nonverbal signal

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

24. Exhibit 5-8: Barriers To Communication Which May Kill a Sale

25. 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 Salesperson (KISS) • Creating mutual trust develops friendship

26. 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

27. Your Attitude Makes the Difference • 9 Factors of a Great Sales Attitude • Caring • Joy • Harmony • Patience • Kindness • Moral Ethics • Faithfulness • Self Control • Enthusiasm • Show your excitement towards the customer

28. Proof Statements Make You Believable • Credibility through: • Empathy • Listening • Enthusiasm • Proof statements substantiate claims

29. Summary of Major Selling Issues • Communication is the 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

30. 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