communication skills customers are going to have an image of your company or your intentions whether...
TRANSCRIPT
![Page 1: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/1.jpg)
Communication SkillsCommunication Skills
![Page 2: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/2.jpg)
Customers are going to have an Customers are going to have an image of your company or your image of your company or your
intentions whether or not you are intentions whether or not you are going to create one…going to create one…
And that will affect their decision And that will affect their decision whether to help you or not…….whether to help you or not…….
![Page 3: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/3.jpg)
CommunicationCommunicationsome important questionssome important questions
What are the basic elements in the What are the basic elements in the communication process?communication process?
Why listening and questioning skills are Why listening and questioning skills are importantimportant
how can sales people develop listening skillshow can sales people develop listening skills How could people communicate without using How could people communicate without using
wordswords And what are the barrier for effective And what are the barrier for effective
communication communication
![Page 4: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/4.jpg)
One Way CommunicationOne Way Communication
Sender(encodes the msg) Receiver (decodes the msg)
![Page 5: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/5.jpg)
One Way CommunicationOne Way Communication
![Page 6: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/6.jpg)
TWO-Way communicationTWO-Way communication
Sender encodes the message
Receiver Decodes the message
FEED BACK
![Page 7: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/7.jpg)
TWO-Way CommunicationTWO-Way Communication
![Page 8: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/8.jpg)
Barriers to CommunicationBarriers to Communication
![Page 9: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/9.jpg)
Other Factors affecting the Other Factors affecting the message decodingmessage decoding
NoiseNoiseUncomfortable EnvironmentUncomfortable EnvironmentMoodMoodFatigueFatigue
![Page 10: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/10.jpg)
Modes of communication
Verbal •Pace
•Power•Pause
Non-Verbal•Appearance
•Body language•Eye contact
•Manners•Visuals
![Page 11: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/11.jpg)
Verbal CommunicationVerbal Communication
Effective use of wordsEffective use of words Characteristics of wordsCharacteristics of words Using effective wordsUsing effective words Painting word picturesPainting word pictures Tailoring wordsTailoring words Speech rateSpeech rate LoudnessLoudness InflectionInflection articulationarticulation
![Page 12: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/12.jpg)
Verbal CommunicationVerbal Communication
Asking questionsAsking questions
Encourage longer responseEncourage longer response Space out questionsSpace out questions Ask short, simple questionsAsk short, simple questions Avoid leading questionsAvoid leading questions Questions to collect informationQuestions to collect information Questions to maintain the flow of informationQuestions to maintain the flow of information
![Page 13: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/13.jpg)
Types of QuestionsTypes of Questions
OEQ (open ended questions) = to find and OEQ (open ended questions) = to find and clarify. Starts with What/when/Why/How.clarify. Starts with What/when/Why/How.
CEQ (close ended questions) = asked to give CEQ (close ended questions) = asked to give information. Answered with yes or no or I don’t information. Answered with yes or no or I don’t knowknow
BTQ (benefit tag question) = mention benefit BTQ (benefit tag question) = mention benefit followed by a tag. (E.g.:this product has a rapid followed by a tag. (E.g.:this product has a rapid onset is this what you’re lookin’ for?)onset is this what you’re lookin’ for?)
![Page 14: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/14.jpg)
ListeningListening
The greatest motivational act one The greatest motivational act one person can do for another is to person can do for another is to
listen.listen.
Roy E. Moody
![Page 15: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/15.jpg)
Why Listen?Why Listen?
Clears the air.Clears the air. Helps the speaker solve the Helps the speaker solve the
problem. problem. Stimulate the speakers.Stimulate the speakers. Involvement and Learning.Involvement and Learning. Get a chance to think & relax.Get a chance to think & relax.
![Page 16: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/16.jpg)
Improving Your Listening Skills:Improving Your Listening Skills:
Repeat information.Repeat information. Clarify when you are not sure.Clarify when you are not sure. Summarize.Summarize. Tolerate Silence.Tolerate Silence. Be fresh and concentrate.Be fresh and concentrate.
![Page 17: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/17.jpg)
ListeningListening
Hearing-attention-understanding-feedbackHearing-attention-understanding-feedback Repeating the informationRepeating the information Rephrasing (restating)Rephrasing (restating) ClarifyingClarifying Summarizing the conversationSummarizing the conversation Tolerating silenceTolerating silence Concentrate on the main idea Concentrate on the main idea
![Page 18: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/18.jpg)
Non-Verbal CommunicationNon-Verbal Communication
![Page 19: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/19.jpg)
Non-Verbal CommunicationNon-Verbal Communication
Body languageBody language FaceFace ArmsArms HandsHands LegsLegs Body language patternBody language pattern Posture and body movementPosture and body movement Matching the customer’s communication styleMatching the customer’s communication style
![Page 20: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/20.jpg)
Body LanguageBody Language
FaceFace (95%)(95%) ArmsArms (90%)(90%) Body AngleBody Angle (80%)(80%) HandsHands (70%)(70%) Legs Legs (50%)(50%)
![Page 21: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/21.jpg)
Body Language - HandsBody Language - Hands
![Page 22: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/22.jpg)
Non-Verbal CommunicationNon-Verbal Communication‘Space and physical contact’‘Space and physical contact’
Distance during interactionDistance during interaction
Touching Touching
![Page 23: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/23.jpg)
Non-verbal communicationNon-verbal communication‘‘Appearance’Appearance’
Dress like the customerDress like the customer
Hints for menHints for men
Hints for womenHints for women
![Page 24: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/24.jpg)
Social StylesSocial Styles
![Page 25: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/25.jpg)
Social-StyleSocial-Style
Social-StyleSocial-Style bias bias develops when we develops when we have contact with have contact with another person another person whose social style whose social style is different from our is different from our own.own.
![Page 26: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/26.jpg)
Social-Style Principles:Social-Style Principles:
Individual Differences exist & are important.Individual Differences exist & are important. Individual style differences tend to be Stable.Individual style differences tend to be Stable. Everyone makes judgments about people Everyone makes judgments about people
based on social style. based on social style.
![Page 27: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/27.jpg)
Benefits of understanding Benefits of understanding Social-Style:Social-Style:
Salespeople understand social-style classification Salespeople understand social-style classification methods & learns how to apply them, can…methods & learns how to apply them, can…
1- Avoid common mistakes that threaten 1- Avoid common mistakes that threaten interpersonal relationship with customers.interpersonal relationship with customers.
2- Reduce the possibility of tension arising during the 2- Reduce the possibility of tension arising during the sales call.sales call.
3- Close more sales because they can tailor the sales 3- Close more sales because they can tailor the sales presentation to the style of the customer. presentation to the style of the customer.
![Page 28: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/28.jpg)
Social-Style Matrix:Social-Style Matrix:
The social-style matrix that The social-style matrix that defines these styles is based defines these styles is based on two important dimensions of on two important dimensions of human behavior :human behavior :
1- Dominance1- Dominance 2- Sociability2- Sociability
![Page 29: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/29.jpg)
Dominance:Dominance:
Dominance can be defined as:Dominance can be defined as:The tendency to command,control, or The tendency to command,control, or prevail over others.prevail over others.
Dominant people tend to be quite Dominant people tend to be quite competitivecompetitive. They also tend to be very . They also tend to be very decisivedecisive & determined. & determined.
![Page 30: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/30.jpg)
Sociability:Sociability:
It can be defined as:It can be defined as:The tendency to seek & enjoy The tendency to seek & enjoy interactioninteraction with others.with others.
Sociability, reflects the amount of control Sociability, reflects the amount of control we exert over our emotional expressiveness.we exert over our emotional expressiveness.
![Page 31: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/31.jpg)
The Four The Four Social StylesSocial Styles
![Page 32: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/32.jpg)
Low Sociability
High Sociability
Low
Dominance
High
Dominance
Amiable
Analytical
Expressive
Driver
![Page 33: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/33.jpg)
1-The Expressive Style:1-The Expressive Style:
A style that combines A style that combines High SociabilityHigh Sociability & & High DominanceHigh Dominance. .
When two people meet for the first time, When two people meet for the first time, the expressive person will be more apt to the expressive person will be more apt to initiate & maintain the conversation as well initiate & maintain the conversation as well as to initiate the handshake. as to initiate the handshake.
![Page 34: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/34.jpg)
The Expressive Style:The Expressive Style:
The Expressive person The Expressive person will move to a will move to a ”first name””first name” basis as soon as possible. basis as soon as possible.
The Expressive person The Expressive person generally generally do not hide their do not hide their feelingsfeelings. They often express opinion dramatically . They often express opinion dramatically and impulsively.and impulsively.
The Expressive person The Expressive person is likely to express feeling is likely to express feeling
with with vigorous movement of the hands and rapid vigorous movement of the hands and rapid speech pattern.speech pattern.
![Page 35: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/35.jpg)
2- Driver Style:2- Driver Style: A style that combine A style that combine Low SociabilityLow Sociability & & High DominanceHigh Dominance..
1- 1- The driver doesn't like to waste time & wants to The driver doesn't like to waste time & wants to get to the point.get to the point.
2- 2- In most cases the driver feels more comfortable In most cases the driver feels more comfortable talking than listening.talking than listening.3- 3- The driver usually communicates a lack of The driver usually communicates a lack of
warmth & is apt to be businesslike & impersonal.warmth & is apt to be businesslike & impersonal.4- 4- The driver voices strong opinions & usually The driver voices strong opinions & usually
wants to influence the other person’s point of wants to influence the other person’s point of view. view.
![Page 36: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/36.jpg)
3- Analytical Style:3- Analytical Style: A style that combine A style that combine Low SociabilityLow Sociability & & Low DominanceLow Dominance..
1-1- Analytical tend to Analytical tend to curbcurb emotional expression & are emotional expression & are less likely to display warmth openly.less likely to display warmth openly.
2-2- Analytical enjoy a highly structured environment Analytical enjoy a highly structured environment generally feel frustration when confronted with generally feel frustration when confronted with unexpected event.unexpected event.
3- The analytical usually doesn’t express dramatic 3- The analytical usually doesn’t express dramatic opinions.opinions.
4- The analytical tends to be quite formal in social 4- The analytical tends to be quite formal in social relationships & therefore is viewed as relationships & therefore is viewed as aloofaloof by many by many people.people.
![Page 37: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/37.jpg)
4- The Amiable Style:4- The Amiable Style: A style that combine A style that combine High SociabilityHigh Sociability & & Low Low
DominanceDominance..
1-1- Amiable can easily display their feelings, but not in the Amiable can easily display their feelings, but not in the assertive manner common to the expressive individuals.assertive manner common to the expressive individuals.
2- Amiable likes to be listened attentively to by other people.2- Amiable likes to be listened attentively to by other people.
3- Amiable tend to avoid the use of power & are more likely to 3- Amiable tend to avoid the use of power & are more likely to rely on friendly persuasion.rely on friendly persuasion.
4- The amiable usually takes a long time to make a decision.4- The amiable usually takes a long time to make a decision.
![Page 38: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/38.jpg)
Excess Zone:Excess Zone:
The excess zone is The excess zone is characterized by a characterized by a high degree of: high degree of:
IIntensity & Rigidityntensity & Rigidity. .
![Page 39: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/39.jpg)
ExcessExcess… … Expressive StyleExpressive Style
Expresses highly emotional options.Expresses highly emotional options. Stops listening to the other person.Stops listening to the other person. Tries too hard to promote own point of view.Tries too hard to promote own point of view. Becomes outspoken to the point of offensive.Becomes outspoken to the point of offensive. Uses exaggerated and facial expressions to Uses exaggerated and facial expressions to
make a point.make a point.
![Page 40: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/40.jpg)
ExcessExcess…… …… Driver StyleDriver Style
Gets impatient with the other person.Gets impatient with the other person. Becomes dictatorial.Becomes dictatorial. Will not admit being wrong.Will not admit being wrong. Becomes extremely competitive.Becomes extremely competitive. Is cold and unfeeling when dealing with people.Is cold and unfeeling when dealing with people.
![Page 41: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/41.jpg)
ExcessExcess…. …. Analytical StyleAnalytical Style
Becomes stiff and formal during social Becomes stiff and formal during social relationship.relationship.
Is unwilling to take a decision. Is unwilling to take a decision. Avoid displaying any type of emotionAvoid displaying any type of emotion Displays a strong dislike for change.Displays a strong dislike for change. Is overly interested in detail.Is overly interested in detail.
![Page 42: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/42.jpg)
ExcessExcess…. …. Amiable StyleAmiable Style
Agrees with everyone.Agrees with everyone. Is unable to take a strong stand.Is unable to take a strong stand. Becomes overly anxious to win approval of Becomes overly anxious to win approval of
others.others. Tries to comfort every one.Tries to comfort every one. Constantly seeks reassurance.Constantly seeks reassurance.
![Page 43: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/43.jpg)
How to adapt your sellingHow to adapt your selling
techniques to different techniques to different social styles?social styles?
![Page 44: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/44.jpg)
Selling to Expressive!Selling to Expressive!
1- Take time to establish good will and build 1- Take time to establish good will and build relationship.relationship.
2- Do not place too much emphasis on the facts 2- Do not place too much emphasis on the facts and details.and details.
3- Plan actions that will provide support for their 3- Plan actions that will provide support for their opinions,ideas,and dreams.opinions,ideas,and dreams.
4- Keep in mind the need to move at a pace that 4- Keep in mind the need to move at a pace that will hold the attention of the prospect.will hold the attention of the prospect.
![Page 45: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/45.jpg)
Selling to Expressive!Selling to Expressive!
5- Make it unique & exiting. 5- Make it unique & exiting.
6- Plan to ask questions concerning their opinions 6- Plan to ask questions concerning their opinions and ideas.and ideas.
7- Be prepared to help them get “back on track” if 7- Be prepared to help them get “back on track” if they move too far away from the topic.they move too far away from the topic.
8- Maintain good eye contact and above all, be a 8- Maintain good eye contact and above all, be a good listener.good listener.
![Page 46: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/46.jpg)
Selling to Drivers!Selling to Drivers!
Be intelligent and fast.Be intelligent and fast. Early in the sales presentation, ask specific Early in the sales presentation, ask specific
questions and carefully note responses.questions and carefully note responses. Look for specific points you can respond to Look for specific points you can respond to
when it is time to present. when it is time to present. The key to relating to drivers is to keep the The key to relating to drivers is to keep the
relationship as businesslike as possible.relationship as businesslike as possible.
![Page 47: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/47.jpg)
Selling to Drivers!Selling to Drivers! Conclusion:Conclusion:1- 1- Developing a strong personal relationship is not a Developing a strong personal relationship is not a
high priority for drivers. In another words, high priority for drivers. In another words, friendship is not usually a condition for a good friendship is not usually a condition for a good working relationship.working relationship.
2- Your goal is to be efficient, time disciplined, and 2- Your goal is to be efficient, time disciplined, and well organized as possible and to provide well organized as possible and to provide appropriate facts, figures and success appropriate facts, figures and success probabilities.probabilities.
3- Most drivers are goal-oriented people, so try to 3- Most drivers are goal-oriented people, so try to identify their primary objectives and then identify their primary objectives and then determine ways to support and help with these determine ways to support and help with these objectives.objectives.
![Page 48: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/48.jpg)
SellingSelling toto Analytical!Analytical! Be professional and thorough.Be professional and thorough. Arrive at meeting Arrive at meeting on timeon time and be and be well prepared.well prepared. Analytical appreciate business like approach to a Analytical appreciate business like approach to a
personal selling.personal selling. The analytical will respond in a positive way to a The analytical will respond in a positive way to a
thoughtful, well organized approach.thoughtful, well organized approach. Use specific questions that show clear direction.Use specific questions that show clear direction. In most cases it will not be necessary to spend a great In most cases it will not be necessary to spend a great
deal of time building a social relationship.deal of time building a social relationship.
![Page 49: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/49.jpg)
SellingSelling toto Analytical!Analytical!
Once you have information regarding the Once you have information regarding the prospect’s needs, present your proposal prospect’s needs, present your proposal in a slow, deliberate way.in a slow, deliberate way.
Provide as much documentation as Provide as much documentation as possible.possible.
Don’t be in a hurry to close the sale.Don’t be in a hurry to close the sale. Never pressure the Analytical to make Never pressure the Analytical to make
quick decisions. quick decisions.
![Page 50: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/50.jpg)
SellingSelling toto Amiable!Amiable! Don’t rock the boat.Don’t rock the boat. Take time to build a social relationship with Take time to build a social relationship with
the amiable.the amiable. Spend time learning about the things that Spend time learning about the things that
are important in the amiable life like family, are important in the amiable life like family, Hobbies & major interests.Hobbies & major interests.
Amiable like to conduct business with sales Amiable like to conduct business with sales personnel who are professional & friendly.personnel who are professional & friendly.
![Page 51: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/51.jpg)
SellingSelling toto Amiable!Amiable!
Therefore, study their feeling & emotional Therefore, study their feeling & emotional needs as well as their technical & business needs as well as their technical & business needs.needs.
Listening carefully to personal opinions & Listening carefully to personal opinions & feelingsfeelings
Throughout the presentation, provide personal Throughout the presentation, provide personal assurances & support for their views.assurances & support for their views.
If you disagree with an amiable, curb the If you disagree with an amiable, curb the desire to disagree too openly; Amiable dislike desire to disagree too openly; Amiable dislike interpersonal conflict. interpersonal conflict.
![Page 52: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/52.jpg)
QUESTIONSQUESTIONS
&&
CommentsComments
![Page 53: 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](https://reader035.vdocuments.us/reader035/viewer/2022062518/56649f335503460f94c503f3/html5/thumbnails/53.jpg)
Thank you!!!Thank you!!!