Communication and Selling Skills

1. Communication and Selling Skills Zhongan Yan (Bryan) C62289

2. Know your Organization • 72 Bungalow Island Resort • Hospitalities – Hotel, Bungalows • Retails – Souvenir, Convenience Store • Entertainment – Club, Bar, Beach Area

3. Know Your Product / Service • Food & Beverage • Accommodations • Souvenirs • Hospitality Services

4. Know Your Product / Service • Product / service configuration • Performance data and specification • Maintenance and care • Price and delivery • Policies and Procedures relating to them

5. Know Your Customer • Their needs, preferences and requirements • 6 Basic Buying Needs -Safety -Performance -Appearance -Comfort -Economy -Durability

6. The 4 Steps to Success in Selling • Attention in your products / services • Interest in doing something about it • Desire for one product or service in particular • Action

7. ATTENTION • Attract the attention of the customer. • Be quick and direct • Use Powerful Words or Pictures to catch the customers' eye and make them stop • Be Honest: Gimmicks, tricks and crafty techniques don’t work,

8. INTEREST • Raise customer interest by focusing on and demonstrating advantages and benefits • Make an Impact and Create Interest: simple and relevant. • Identify customer needs • Introduce things they may not have thought of • Keep it relevant

9. DESIRE • Convince customers that they want and desire the product or service and that it will satisfy their needs • what your product will do to help them with their specific problem or need, citing cost, time or other factors that the product will benefit them if they place an order. • Induce them with special offer, pricing etc

10. ACTION • Lead customers towards taking action and/or purchasing. • Summarize what you are offering and cite their specific problems and needs • Use the right closing question: Eg. Would you like to go with the blue or the red?

11. Developing Excellent Communication with Customers • Verbal Communication Skills • Non-Verbal Communication Skills • Listening Skills

12. Verbal Communication with Customers • Greet customer warmly and sincerely • Be Specific • Use simple language KISS: Keep It Simple & Stupid • Speak clearly • Agree with customers • Guide rather than direct

13. Verbal Communication with Customers: Questioning Skills • Ask open questions to gain INFORMATION “what are..”, “How do you..” • Ask closed questions to gain COMMITMENT “If you..”, “do you..”, “Would you..”

14. Verbal Communications with Customers: Avoiding Negative Communications • Words and phrases that damage relationship: You don’t understand That’s not my responsibility You don’t see my point That’s your business

15. Non Verbal Communication with Customers • Body Language: eye contact, posture, facial expression and gestures • Volume: Volume of voice, rate of speech • Appearance: Hygiene, clothing • Personal Habits

16. Active Listening • Let the customer know you are listening • Don’t Interrupt • Make sure you know what the customer has said • Take notes • Ask questions

17. Addressing Customer Needs • To Feel Welcome • To Be Understood • To Feel Comfortable • To Feel Appreciated • To Feel Important • To Be Respected