The document discusses effective communication and provides information on several related topics. It covers the definition of communication, the importance of non-verbal communication such as body language, the role of enthusiasm in communication, principles of sales communication, levels of listening, active listening, and how to improve listening skills. It also addresses verbal and non-verbal communication techniques as well as time wasters that can impact productivity.
2. Non- Verbal Communication
– Words account 7%
– Voice accounts 38%
– Body Language accounts 55%
What you say- Literal Meaning of words
How you say it- Modulation & Tonality
How do you look- Gesticulation & Postures
3. Enthusiasm is Communication
– Words account 7%
– Voice accounts 38%
– Body Language accounts 55%
- Albert Meherabian (Non- Verbal Communication,1972 )
Enthusiasm is vital for
Effective Communication
4. Sales Communication
• Awareness
• Interest
• Desire to purchase
• Action
AIDA postulated by American advertising and sales
pioneer, E St. Elmo Lewi’s
Attract customer’s attention
Raise his interest by focussing on and
demonstrating advantages and benefits
Convince the customers that they want and desire
the product and that it will satisfy their needs
Lead customers towards taking action/ purchasing
5. Turned Off Turned On Tuned In
Passive Listening Selective Listening Active Listening!
3 Levels of Listening
6. • Listening is hard work!
• Active listening means that we try to
understand things from the speaker’s point of
view.
o It includes letting the speaker know that we are listening
and that we have understood what was said.
o This is not the same as hearing, which is a physical process.
• Active listening can be described as an
attitude that leads to listening for shared
understanding.
Active Listening
7. • Provides clues regarding:
– Why the customer values your brand
– What the customers’ needs are
– What you can do to satisfy the customer’s needs
• Use of Active Listening will:
– Make your job simpler
– Lower your Average Handling Time
– Result in higher customer satisfaction / conversion
• More Satisfied Customers = More Money/
Growth for YOU!
Active Listening Benefits
8. • Limit your own talking
• Think Like the customer
• Ask Questions
• Do not interrupt
• Concentrate
• Take mental/written notes
• Turn off your concerns
• Prepare in advance
• Ideas not the person or manners
• Read between the lines and observe non-verbal
messages
How to become a good Listener?
9. Non- Verbal Communication
Body
Language
Positive & Welcoming Angry & Un-Welcoming
Unsure & Not
Concerned
Posture Upright/Straight Leaning forward Shrinking back
Head Firm not rigid Chin pointing out Head down
Eyes
Direct, not staring, good
and regular eye contact.
Strongly focused staring,
often piercing or glaring eye
contact.
Glancing away, little eye
contact.
Face Expression fits the words. Set/Firm. Smiling even when upset.
Hands Relaxed/Moving easily.
Controlled Extreme /Sharp
gestures/finger pointing,
jabbing.
Aimless/still.
Hands
Shake
Firm but not too strong.
Two shakes for about 3
seconds
Very strong grip, not letting
go and keeping arm stiff
Limp hands with half
shake
10. Verbal Communication
• Areas of Development
• Contingency Action Plan
• Rightsizing
• Direct Report
• Colleague
• Differently-abled
• Role Restructuring
• Line Manager
• Support Staff
11. Sales as Art
• Buying behaviours are different with varying
motives, expectations, and consumer psyche,
personality and segmentation
• Like a dancer only the right sequence of steps
gives the desired applauds
– Tremendous room for improvisation
– Only a solution is bought, not the product
• Best to be artistically articulate
Verbal Diarrhoea and Constipation of Listening
“For the convenience of others please close the door” For your own personal comfort please close the door!
For effective Public speaking:
Smile, Breathe easy, Visalize, Look at it as an opportunity, Rehearse, Be ready for any questions, remember the key points, speak slowly and deliberately.
People are afraid of all sorts of things- Fire, Water, Bug, Height, Death, Accidents etc.
Meek 30 Million Dollars vs Bold 30 Thousand Dollars, Oil in the Hand, Touch your chin, Clapping- 1-2-3, Reverse hand movement in walking, First time smoker
There are 3 invisible knobs on your body- 1st knob is for Character, 2nd in for Emotion, 3rd is for Vocal Variety: Balance these 3 and you will have a very good impact as a speaker
Oil hand- Chin & Cheek
You can borrow someone’s clothes but you cannot borrow their expressions!
Snowstorm in Canada and sales pitch of a vacuum cleaner salesman
Sales is the most omnipresent phenomena in nature after God and Air. And happens through scheme of nudging that happens at different places in different ways.
Interest: Insurance companies want to sell insurance on factors such as Affordability, Accessibility of sales staff, Helpfulness of sales staff, Company size, reputation etc
These are all important but what will develop a desire to purchase Peace of Mind
Pain and Gain!
Cola Company Advertisement said: “Person is thirsty and unhappy- Drinks Coal- Person gets satisfied and happy” : Same translated in Arabic was disastrous.
Passive Listening = In one ear and out the other
Selective Listening = Listening to what you want to hear / what interests you.
Active Listening = Listening and comprehending everything.
Clarify- Hold Judgment- Pay Attention- Reflect- Share - Summarize
We can normally speak 120-150 words/ minute but the mind can process 600-800 words/ minute.
So if you do not consciously practice active listening you will end up completing the customers sentences or step all over their statement or impatiently say yeah yeah yeah, I know that.- customer thinks “This guy is not even listening to my requirement”- and you loose credibility.
Why is active listening important:
Customer gets a sense of validation
You ask empathetic questions- could you expand upon that a little, I didn’t know that- tell me more about it
Because of this the self esteem of the customer rises and they feel good about themselves
They associate that good feeling with you
They love to catch up with you again because they love to have an conversation with you
You can’t talk and listen at the same time!
Your customer’s problems and needs are important and
you’ll understand and retain them better if you listen to their point of view
If you don’t understand something or feel you may have missed a point,
get clarity before proceeding. Do not make assumptions!!
A pause doesn’t always mean the customer has finished speaking.
Focus yourself on what the customer is saying. Practice shutting off outside distractions.
Notes will help you retain important information and details.
Weakness, Crisis, Lay-off, Subordinate, Employee, Handicap, Demotion, Supervisor/ Boss, Clerks
Think all you speak- but never- Speak all you think
Verbal diarrhoea: 1 out of 3 were to get capital punishment on electric chair which did not work propery.
1st was a chemical engineer- the machine did not work
2nd was a civil engineer- the machine did not work
3rd was an electrical engineer- he said sir actually I think you should try to change the wires. The machine should work then. The executioner tried the suggestion and the machine worked.
A- Importnt
B- Should do
C- Nice to do
D- Delight
E- Eliminate
A teenager was travelling in a train with his father. He boy was getting excited about routine objects and activities. “Look there is tea stall”, “Wow a beautiful coffee wending machine”, “There, that is a very nice ATM”
The irate co-passengers finally asked the boy’s father why is he acting so childish. Take him to a doctor.
The father replied I have got him discharged only today morning. He was blind since birth and is seeing the world for the very first time.
Ordinary also becomes picturesque if have enthusiasm for it.