1. HAURATON
Telephone Communication
Effective Sales
Drs. Marc J. De Turck

2. The Basics of operation in sales
 Be there
 Look
 Don’t lie

3. 3 Elements of sales
Conviction
Emotions
Behavior

4. Vital elements of an effective team
Where can it go wrong? - solution
Problem
No communication rules.
Solution
Set ways and rules to communicate who, what,
how, to whom and when.
Problem
Crisis situations created by people .
Solution
Handle the people creating it.

5. Conditions of existence
DO
HAVE
BE

6. Сonditions of existence
There are three conditions of
existence
These three conditions comprise
life
They are BE, DO and HAVE
L. Ron Hubbrd, Fundaentals of thought

7. Сonditions of existence
BE
The condition of being is defined as the
assumption (choosing) of a category of identity.
An example of beingness could be one's own
name.
Another example would be one's profession.
L. Ron Hubbrd, Fundaentals of thought

8. Сonditions of existence
DO
The second condition of existence is doing.
By doing, we mean action, function,
accomplishment, the attainment of goals,
the fulfilling of purpose, or any change of
position in space.
L. Ron Hubbrd, Fundaentals of thought

9. Сonditions of excistence
HAVE
The third condition of existence is havingness.
By havingness we mean owning, possessing,
being capable of commanding, positioning,
taking charge of objects, energies or spaces.
L. Ron Hubbrd, Fundaentals of thought

10. Motivation Scale
Duty highest
Personal conviction
Personal gain
Money lowest
L. Ron hubbard, Motivation scale

11. Products and exchange
A product is a finished high quality service or article,
in the hands of the being or group it serves, as an exchange
for a valuable. ….
It's a finished high quality service or article in the hands of
the
consumer as an exchange for a valuable.
In other words it isn't a product at all unless it's exchanged.
Unless it's exchangeable it's not a product at all.
Even the individual has to put his service or article in the
hands of some other staff member before it could be called
a product.
Product is exchange, exchange is product.
L. Ron Hubbard, Management technology defined

12. Products - Ice cream
 Result of YOU
 Result of Product
 Result of Company
L. Ron Hubbard, Management technology defined

13. Products and exchange
Conditions of exchange
1. Rip-off
First consider a group which takes in
money but does not deliver anything in
exchange. This is called rip-off.
2. Partial exchange
The group takes in order or money for
goods and then delivers part of it or a
corrupted version of what was ordered.
L. Ron Hubbard, Finance series 36

14. Products and exchange
Conditions of exchange
3. Fair exchange
One takes in orders and money and one
delivers exactly as was ordered.
4. Exchange in abundance
Here one does not give two for one or free
service but gives something more valuable
than money was received for.
Л. Рон Хаббард, Серрия Финансы 28

15. The Emotional tone scale
4.0 Enthusiasm
3.3 Strong interest
3.0 Conservatism
2.5 Boredom
2.0 Antagonism
1.5 Anger
1.1 Covert Hostility
1.0 Fear
0.5 Grief
0.05 Apathy
L. Ron Hubbard, The emotional tone scale

16. The components of understanding
Communication
Reality Affinity
L. Ron Hubbard, Dianetics 55

17. The components of understanding
Affinity:
Love, feeling of liking or any other
emotional reaction.
The degree of liking something or a
person.
L. Ron Hubbard , A new slant on Life

18. The components of understanding
Reality:
That what seems to be.
Reality is in principle agreement as to
what is.
L. Ron Hubbard ,A new slant on Life

19. The components of understanding
Communication:
The exchange of ideas or objects
between two people.
L. Ron Hubbard , A new slant on Life

20. The components of understanding
The third and most important angle of the
ARC triangle is communication.
Communication is the universal
solvent.
L. Ron Hubbard, Dianetics 55

21. De Componenten van Begrip
The formula for communication
Cause
Distance
 Effect
L. Ron Hubbard, Dianetics 55

22. The formula of communication
With
 Intention
Attention
L. Ron Hubbard, Dianetics 55

23. The formula for Communication
And
Duplication
with Understanding
L. Ron Hubbard, Dianetics 55

24. The formula for communication
The formula for
communication is cause,
distance, effect with
intention and attention and
duplication
with understanding
L. Ron Hubbard, Dianetics 55

25. The formula for communication
A person is as alive
as he
can communicate
L. Ron Hubbard, Dianetics 55

26. You can be right
Getting the offender to admit his or her
wrongness is to court further degradation.
By getting the offender off the compulsive
repetition of the wrongness, one then
cures it.
How ?
By rehabilitating the ability to be right!
L. Ron Hubbard, Introduction to ethics

27. You can be right
By getting another to explain how he or she
is right – until he or she, being less
defensive now, can take a less
compulsive point of view.
You don’t have to agree with what they
think. You only have to acknowledge what
they say.
And suddenly he can be right.
L. Ron Hubbard, Introduction to ethics

28. 4 exact steps in sales
Contact
Handle
Salvage
Bring to understanding
L. Ron Hubbard, Dissem drill

29. 4 exact steps in sales
CONTACT
 Clear and simple
 On a fair
 On a meeting
 In a train, ….
 On holiday
 In a restaurant
 Use tone scale

30. 4 exact steps in sales
HANDLE
Handle all antagonism towards YOU
and towards your product and your
company
Control, direct, ….

31. 4 exact steps in sales
HANDLE
Interest
Communication
Control
Help
L.Ron Hubbard Precession proces

32. 4 exact steps in sales
Salvage
What does the person need?
Why doe she need this?
How does this have an effect upon him?
What would happen if he wouldn’t get
what he needs?
How long is this going on?
Does he really think he can get it?

33. 4 exact steps in sales
Bring to understanding and propose
False objection : is changing
Do not change – come back with
same proposal
Real objection is coming back

34. 4 exact steps in sales
Closing with real objection
1. Understand the objection
2. Find something the person is right and
acknowledge this
3. Wait
4. Come back with your proposal
5. Ask for his solution
Never give a solution, give data.

35. You can be right
In the matter of being right or being
wrong, a lot of muddy thinking can
develop.
Why ?
The answer lies in an impulse, inborn in
everyone, to try to be right.
L. Ron Hubbard, Introduction to Ethics

36. 3
Reference Materials