Sales Communication Skills | Communication Skills For Sales Representative

Table of Contents

2. Communication Skills

Open your mind to listen.

Clear your mind from all your personal biases. You need to decide to listen and then do it. Start listening to the first sentence.

Limit your own talking

One can’t talk and listen at the same time.

Think like the customers

His problems and needs are important and you’ll understand them better if you keep the customer’s point of view in mind.

Ask questions

When you don’t understand or feel you might have missed a point, clear it up before it embarrasses you later.

Don’t interrupt

Conquer the temptation to interrupt. A pause…even a long pause doesn’t always mean the customer has finished saying everything he wants to say.

Concentrate

Focus your mind on what he’s saying. Practice shutting outside distractions.

Take notes

This will help you to remember important points. But be selective. Trying to note down everything he says can result in being left far behind, or in retaining irrelevant details.

Listen for ideas, not just words

We want to get the whole picture, not just isolated bits and pieces. Look for the meaning behind what is being said by his words as well as his body language.

Interjections

An occasional “yes” or “I see” etc. shows the customer you’re still with him, but don’t overdo or use it as a meaningless comment.

Turn off your worries

This isn’t always easy but personal fears, worries, problems not connected with the interview, form a kind of “Static” that can blank out the customer’s message.

Prepare in advance

Prepare your remarks and questions before so that it will not disturb you in between the discussion or sales Presentation.

React to ideas, not the person

Don’t become imitated at things the customer may say or his manner in presenting them to you. Reacting to highly charged or emotional words immediately may disrupt your sales discussion.

Don’t argue mentally

You may disagree with what the customer is saying, but keep an open mind while he’s talking or you’re likely to unconsciously “close your ears”.

Don’t jump to conclusions

Avoid making unwarranted assumptions about what the customer is going to say. Don’t try to complete his sentences for him, either mentally or vocally.

Listen for the overtones

You can learn a great deal about the customer from the way he says things and the manner in which he reacts to the things you say.

3. Body Language

Many can define body language in many ways. Body language is part of communication. When one approach in front of you, it’s easy for you to understand him without having a single word of communication.

A piece of beautiful smile will tell you his /her personality with the approach.

What makes an impression?

55% Body Language

38% Voice Quality (Tone, Inflection, etc.)

7% Actual words used

Hidden messages are read in your dress and grooming, eye contact, bearing and touch.

A beautiful piece of a smile can make a dead attitude person active. Body language will speak hidden words almost 55% of your approach.

If you want to know the best practices of body language read this article

Practice Listening

Make conversations with friends, your family, and the people who serve you, a tool for improving listening skills, for sharpening your inner ear”.

Also Read 6 Incredible Selling Steps to Sell Anything to Become the Top Salesperson in the World

Lightweight Mannerisms vs Powerful Impressions for Winning Sales Presentations

Lightweight Mannerisms that Say You’re Weak	Powerful Impressions that Build Rapport and Authority
Verbal	Verbal
* Excessive Apologies / Politeness	* Knowing how to use silence.
* Self-effacing remarks/disclaimers “like I don’t know about, but the.”	* Using “I” statements* Not over-explaining
* Tag questions	* Having appropriate timing
“Don’t you think? “Isn’t it?”
“Lovely”, “Divine”, “So fantastic”	* Listening for and matching verb Choices.
* Use of modifier and hedges
“Sort of”, “Kind of”
* Diminutives “I have a few little ideas.”
* Over-explaining
Tone of Voice	Tone of Voice
* Soft, hesitant, weak, whispery voice	* Clear, firm tone of voice
* Ending statement on an upward inflection /a question in your voice	* Adequate voice projection diaphragmatic speaking
* Poor voice projection
Body	Body
* Smiling too much or inappropriately	* Direct eye to eye contact
* Lip biting	* Firm handshake
* Foot shuffling	* Full, deep breathing
* Fidgeting, nervous movement	* Appropriate gestures
* Tilting head to the side	* Well-balanced, straight, erect
* Swaying back and forth	* Facial expressions match verbal message
* Taking up little physical space
Body	Body
* Crossing legs while standing	* Assured manner
* Excessive head nodding	* Active listening

* Poor eye contact	* Mirroring
* Stooped posture	* Energetic
* Hand over mouth	* Flexible
* Helpless	* Persistent
* Wants to please everyone	* Confident
* Avoids responsibility	* Knowing the image, you project is what people respond to
	* Acting and feeling as if you deserve it

	* Emulating role models
	* Knowing power is a state of mind
	* Taking responsibility
	* Practicing participative leadership
	* Hiding nervousness
	* Initiating own ideas and projects

Those hidden messages: non – verbal speak louder than words.

What makes an impression?

55% Body Language

38% Voice Quality (Tone, Inflection, etc.)

7% Actual words used

Hidden messages are read in your dress and grooming, eye contact, bearing and touch.

Speaking with Style for Telephone Calls, Tel-calling & Tel-marketing

Without the advantages of face-to-face-rapport building, a well-groomed appearance, and eye-catching handouts to make a favorable impression on prospects, telephone sales must rely solely on their speaking skills.

Even the most powerfully drafted phone script needs an eloquent and polished speaker to make it effective. In fact, the way you speak over the telephone conveys 85 percent of your message.

4. Communication Skills

Speaking with Style for Telephone Calls, Tel-calling & Tel-marketing

Without the advantages of face-to-face-rapport building, a well-groomed appearance, and eye-catching handouts to make a favourable impression on prospects, telephone sales must rely solely on their speaking skills.

Even the most powerfully drafted phone script needs an eloquent and polished speaker to make it effective. In fact, the way you speak over the telephone conveys 85% of your message.

10 Tips to Help You to Become the Best Tele- Sales Executive and To Get Your Point Across Smoothly and Powerfully.

Speak Slowly and Clearly

Your prospects need more time to absorb what you’re saying over the phone than in person. Pronounce carefully when saying your name and company name, and be sure to repeat your name and phone number when leaving a message.

Use of Body Language

Physical animation naturally adds animation to your voice, which makes for more engaging speech. A friendly, welcoming tone that makes prospects feel valued, important, and likable and helps the prospect warm up to you.

Smile with your Voice

A pleasant voice holds your prospect’s interest more easily than a monotone.

Observe your reflection in a mirror as you speak with prospects, and smile as you pretend to talk face to face with the person on the other end of the line.

Smiling will help invest your voice with the personable tones that make you more receptive to prospects.

Be an Energetic Speaker

An energetic voice expresses your enthusiasm for your product or service. Without raising your voice, practice speaking so that your prospects get as excited about your product as you are.

Listen Attentively

No one appreciates being interrupted, so don’t perfect your speaking skills only to lose points for rudeness. Focus on your customers – in order to sell to them, you have to let them tell you how.

Visualize the person to remind you that you’re engaged in a two-way conversation and that listening to your customer is your number one priority.

Stay Focused

Many salespeople plan their next words, while their customers are speaking, so ask questions that force you to concentrate on your prospects’ words and that shows them that you’re interested in their needs, not merely in making a sale.

Set the Tone for the Conversation When You Answer the Tone

If you answer your phone brusquely only to quickly adopt a warm and friendly tone of voice, you may risk sounding phony.

Always be on your best phone behavior – a call from your most important prospect may come when you least expect it.

Use First Names Cautiously

Some people are easily offended when others take the liberty of calling them their first names. Stick to a more formal approach or ask if you may use your prospect’s first name.

Be Careful with Numbers

When taking or giving Addresses, E-Mail Addresses, Telephone Numbers, pause between groups of numbers, Zip Code, and Web Sites.

Don’t say “o” when you mean zero. This way, you decrease those chances for errors. Read back to verify for accuracy.

Take Notes

Note down the things you want to remember from the conversation. Before hanging up, verify them with your prospect. End conversations as pleasantly as you begin them, even if the call hasn’t gone as you’d hoped.

Good speaking skills determine whether your sales will stagnate or skyrocket. With some time and careful practice, your voice can become your greatest selling asset.