Transcript UniMasr.com_1173f36194349fc56cfb1aa685065579

Communication Skills
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…….
Communication
some important questions
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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
One Way Communication
One Way Communication
TWO-Way communication
Sender encodes
the message
Receiver
Decodes the
message
FEED BACK
TWO-Way Communication
Barriers to Communication
Other Factors affecting the
message decoding
 Noise
 Uncomfortable
 Mood
 Fatigue
Environment
Modes of communication
Verbal
•Pace
•Power
•Pause
Non-Verbal
•Appearance
•Body language
•Eye contact
•Manners
•Visuals
Verbal Communication
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Effective use of words
Characteristics of words
Using effective words
Painting word pictures
Tailoring words
Speech rate
Loudness
Inflection
articulation
Verbal Communication
Asking questions
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Encourage longer response
Space out questions
Ask short, simple questions
Avoid leading questions
Questions to collect information
Questions to maintain the flow of information
Types of Questions
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OEQ (open ended questions) = to find and
clarify. Starts with What/when/Why/How.
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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?)
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Listening
The greatest motivational act one
person can do for another is to
listen.
Roy E. Moody
Why Listen?
 Clears the air.
 Helps the speaker solve the
problem.
 Stimulate the speakers.
 Involvement and Learning.
 Get a chance to think & relax.
Improving Your Listening Skills:
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Repeat information.
Clarify when you are not sure.
Summarize.
Tolerate Silence.
Be fresh and concentrate.
Listening
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Hearing-attention-understanding-feedback
Repeating the information
Rephrasing (restating)
Clarifying
Summarizing the conversation
Tolerating silence
Concentrate on the main idea
Non-Verbal Communication
Non-Verbal Communication
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Body language
Face
Arms
Hands
Legs
Body language pattern
Posture and body movement
Matching the customer’s communication style
Body Language
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Face
Arms
Body Angle
Hands
Legs
(95%)
(90%)
(80%)
(70%)
(50%)
Body Language - Hands
Non-Verbal Communication
‘Space and physical contact’
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Distance during interaction
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Touching
Non-verbal communication
‘Appearance’
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Dress like the customer
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Hints for men
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Hints for women
Social Styles
Social-Style
Social-Style bias
develops when we
have contact with
another person
whose social style
is different from our
own.
Social-Style Principles:
 Individual Differences exist & are important.
 Individual style differences tend to be Stable.
 Everyone makes judgments about people
based on social style.
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.
Social-Style Matrix:
The social-style matrix that
defines these styles is based
on two important dimensions of
human behavior :
1- Dominance
2- Sociability
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.
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.
The Four
Social Styles
High Sociability
Amiable
Expressive
Low
Dominance
High
Dominance
Analytical
Driver
Low Sociability
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.
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.
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.
3- Analytical Style:
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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.
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.
Excess Zone:
The excess zone is
characterized by a
high degree of:
Intensity & Rigidity.
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.
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.
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.
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.
How to adapt your selling
techniques to different
social styles?
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.
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.
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.
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.
Selling to Analytical!
 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.
Selling to Analytical!
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.
Selling to Amiable!
 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.
Selling to Amiable!
 Therefore, study their feeling & emotional
needs as well as their technical & business
needs.
 Listening carefully to personal opinions &
feelings
 Throughout the presentation, provide personal
assurances & support for their views.
 If you disagree with an amiable, curb the
desire to disagree too openly; Amiable dislike
interpersonal conflict.
QUESTIONS
&
Comments
Thank you!!!