Communication Skills

Communication Skills PowerPoint PPT Presentation


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The Importance of Communication An Expert's Viewpoint:. Lisa Taglianetti is an account manager for Office Depot Business Services Division. Lisa and her sales team were working with a major medical center . . . they were not there just to sell product, but to establish a mutually valued business relationship. Consequently, the initial goal was to gain information about the prospect's current situation that might assist them in discovering potential opportunities that the medical center was mis32690

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Communication Skills

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1. Communication Skills Module Four

2. The Importance of Communication An Expert’s Viewpoint:

3. The Importance of Communication An Expert’s Viewpoint:

4. Sales Communication as a Collaborative Process

5. Verbal Communication: Questioning Control the flow and direction of the conversation Uncover important information Demonstrate concern and understanding Facilitate the customer’s understanding

6. Types of Questions: Controlling Amount and Specificity of Information Open-end Questions

7. Types of Questions: Controlling Amount and Specificity of Information Open-end Questions Closed-end Questions

8. Types of Questions: Controlling Amount and Specificity of Information Open-end Questions Closed-end Questions Dichotomous/Multiple-Choice Questions

9. Types of Questions: Strategic Purpose Probing Questions – designed to penetrate below generalized or superficial information 1. Requesting Clarification “Can you share an example of that with me?” 2. Encouraging Elaboration “How are you dealing with that situation now?” 3. Verifying Information and Responses “So, if I understand you correctly… Is that right?”

10. Types of Questions: Strategic Purpose Probing Questions Evaluative Questions – use open- and closed-end question formats to gain confirmation and to uncover attitudes, opinions, and preferences of customer. “How do you feel about…?” “Do you se the merits of…?” “What do you think…?”

11. Probing Questions Evaluative Questions Tactical Questions – used to shift or redirect the topic of discussion “Earlier you mentioned that…” “Could you tell me more about how that might affect…” Types of Questions: Strategic Purpose

12. Probing Questions Evaluative Questions Tactical Questions Reactive Questions – refer to or directly result from information previously provided by the other party. “You mentioned that … Can you give me an example of what you mean?” “That is interesting. Can you tell me how it happened?” Types of Questions: Strategic Purpose

13. Guidelines for Combining Types of Questions for Maximal Effectiveness

14. Verbal Communication: Strategic Application of Questioning Generate Buyer Involvement Provoke Thinking Gather Information Clarification and Emphasis Show Interest Gain Confirmation Advance the Sale

15. Situation Questions

16. Problem Questions

17. Implication Questions

18. Need-Payoff Questions

19. ADAPT Techniques for Needs Discovery

20. Verbal Communication: Listening

21. Types of Listening

22. SIER Hierarchy of Active Listening

23. Verbal Communication Organize Thoughts Paint Word Pictures Watch Grammar

24. Nonverbal Communication Facial Expressions Eye Movements Placement and Movements of Hands, Arms, Head, and Legs Body Posture and Orientation Proxemics Variation in Voice Characteristics Speaking Rate and Pause Duration Pitch or Frequency Intensity and Loudness

25. Personal Distance Public Zone: >12 feet Social Zone: 4 - 12 feet Personal Zone: 2-4 feet Intimate Zone: 0-2 feet

26. Common Nonverbal Clusters

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