Using Communication Principles to Build Relationships <ul><li>What are the basic elements in the communication process? </...
Building Relationships Through Two-Way Communication <ul><li>The communication process </li></ul><ul><li>Communication bre...
Two-Way Flow of Information 5- McGraw-Hill/Irwin ______________ ______________ ______________ ______________ ____________ ...
Sending Verbal Messages Effectively <ul><li>Words are tools </li></ul><ul><li>Words have different meanings in  __________...
Word choice is important.  Some words, by themselves, may be perceived negatively. Come up with a better word choice that ...
Active Listening 5- McGraw-Hill/Irwin 80-20 listening rule Salespeople should listen  __________  the time and talk no mor...
Tim Gives Examples of Non-Verbal Signals Listen with your ears and your EYES! <ul><li>BUYING SIGNALS </li></ul><ul><li>___...
The Problems with Listening <ul><li>__________ </li></ul><ul><li>_____________________________ </li></ul><ul><li>_________...
Non-Verbal Communication <ul><li>Tone  _______ </li></ul><ul><li>Actions  _______   </li></ul><ul><li>Words  _______ </li>...
David Gress, Manager <ul><li>Audio Video clips funded  by the Barnhart Fund for Excellence </li></ul><ul><li>SIGNALS </li>...
Active Listening (continued) <ul><li>_________ information </li></ul><ul><li>_____________  information </li></ul><ul><li>...
A video segment on “Listening”  <ul><li>CONNECTIVE SKILLS – </li></ul><ul><li>__________________ </li></ul><ul><li>_______...
Reading Nonverbal Messages  from Customers <ul><li>___________ </li></ul><ul><li>_______ </li></ul><ul><li>______ </li></u...
What do the following body language cues indicate? <ul><li>a. Tapping a finger or pencil on a desk. </li></ul><ul><li>____...
Patterns of Nonverbal Reactions to Presentation 5- McGraw-Hill/Irwin
<ul><li>No single gesture or position defines a specific emotion or attitude </li></ul><ul><li>Consider the pattern of sig...
Case: Harbor Office Products  Q#1 What were the   non-verbal signals?   <ul><li>Steinnes </li></ul><ul><li>_______________...
Case: Harbor Office Products <ul><li>Questions </li></ul><ul><li>1.  How did Hoffman make a mistake in reading the nonverb...
<ul><li>“Perhaps there is some reason you cannot share the information with me.” </li></ul><ul><li>“Are you worried about ...
Sending Messages with Nonverbal Communication <ul><li>Using body language </li></ul><ul><ul><li>_________ </li></ul></ul><...
<ul><li>Consider the geography </li></ul><ul><ul><li>_____________ </li></ul></ul><ul><ul><li>_____________________ </li><...
<ul><li>Consider your aspirations </li></ul><ul><ul><li>Top levels of your organization </li></ul></ul><ul><ul><li>Dress  ...
Communicating via technology <ul><li>Face-to-face conversation </li></ul><ul><ul><li>40 percent: words </li></ul></ul><ul>...
Communicating via technology <ul><li>E-Mail & text messaging (especially the important ones) </li></ul><ul><ul><li>_______...
Case: Hunt-Wesson <ul><li>Questions </li></ul><ul><li>1.  Did Jamie do a good job leaving a voice mail message? </li></ul>...
Case: Hunt-Wesson <ul><li>Questions </li></ul><ul><li>2.  Rewritten voice mail  </li></ul><ul><li>________________________...
Technology Tips <ul><li>Immediacy does   </li></ul><ul><li>_______________ . </li></ul><ul><li>Learn how the customer  </l...
<ul><li>Customers in different cultures process verbal and nonverbal information  </li></ul><ul><li>______________________...
<ul><li>Use  ________________ , e.g.  stop  instead of  cease . </li></ul><ul><li>Use words that  ________________________...
<ul><li>The communication process consists of a  sender , who encodes information and transmits messages, and a  receiver ...
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Lecture 8

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  • Page 120
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  • Module 12
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  • Lecture 8

    1. 1. Using Communication Principles to Build Relationships <ul><li>What are the basic elements in the communication process? </li></ul><ul><li>Why are listening and questioning skills important? </li></ul><ul><li>How can salespeople develop listening skills to collect information about customers? </li></ul><ul><li>How do people communicate without using words? </li></ul><ul><li>What are some things to remember when communicating via technology like phones and e-mail? </li></ul><ul><li>How does a salesperson adjust for cultural differences? </li></ul>Some questions answered in this chapter are: 5- CHAPTER 5, Selling Building Partnerships Weitz, Castleberry & Tanner McGraw-Hill/Irwin
    2. 2. Building Relationships Through Two-Way Communication <ul><li>The communication process </li></ul><ul><li>Communication breakdowns caused by: </li></ul><ul><ul><li>______________ problems </li></ul></ul><ul><ul><li>The __________ in which the communications occur </li></ul></ul>5- McGraw-Hill/Irwin
    3. 3. Two-Way Flow of Information 5- McGraw-Hill/Irwin ______________ ______________ ______________ ______________ ____________ ____________ ____________ ____________ ____________________________________ ____________ ______________ ______________ ______________ ______________ Who then becomes… Who then becomes…
    4. 4. Sending Verbal Messages Effectively <ul><li>Words are tools </li></ul><ul><li>Words have different meanings in ________________________ </li></ul><ul><li>Word pictures </li></ul><ul><li>Delivery of words </li></ul><ul><ul><li>_______ </li></ul></ul><ul><ul><li>_______ </li></ul></ul><ul><ul><li>_______ </li></ul></ul><ul><ul><li>________ </li></ul></ul>5- McGraw-Hill/Irwin
    5. 5. Word choice is important. Some words, by themselves, may be perceived negatively. Come up with a better word choice that could be more positive for each of the following words: <ul><li>Cost </li></ul><ul><li>_________ </li></ul><ul><li>Down payment </li></ul><ul><li>____________ </li></ul><ul><li>Deal </li></ul><ul><li>____________ </li></ul><ul><li>Objection </li></ul><ul><li>_________ </li></ul><ul><li>Cheaper </li></ul><ul><li>_____________ </li></ul><ul><li>Appointment </li></ul><ul><li>_______ </li></ul><ul><li>Commission </li></ul><ul><li>________ </li></ul>
    6. 6. Active Listening 5- McGraw-Hill/Irwin 80-20 listening rule Salespeople should listen __________ the time and talk no more than _______ of the time. Speaking-listening differential People can speak at a rate of only 120-160 words per minute, but they can listen to more than 800 words per minute.
    7. 7. Tim Gives Examples of Non-Verbal Signals Listen with your ears and your EYES! <ul><li>BUYING SIGNALS </li></ul><ul><li>__________________________________________________________ </li></ul><ul><li>__________________________________________________________ </li></ul><ul><li>_________________________________________________________ </li></ul><ul><li>_________________________________________________________ </li></ul><ul><li>____________________________________________________________ </li></ul><ul><li>___________________________________________________________ </li></ul>
    8. 8. The Problems with Listening <ul><li>__________ </li></ul><ul><li>_____________________________ </li></ul><ul><li>__________________________ </li></ul><ul><li>______________________ </li></ul><ul><li>______________________ </li></ul>
    9. 9. Non-Verbal Communication <ul><li>Tone _______ </li></ul><ul><li>Actions _______ </li></ul><ul><li>Words _______ </li></ul><ul><li>non-verbal cues are </li></ul><ul><li>_____________________ </li></ul>
    10. 10. David Gress, Manager <ul><li>Audio Video clips funded by the Barnhart Fund for Excellence </li></ul><ul><li>SIGNALS </li></ul><ul><li>_______________ </li></ul><ul><li>_______________ </li></ul><ul><li>_______________ </li></ul>
    11. 11. Active Listening (continued) <ul><li>_________ information </li></ul><ul><li>_____________ information </li></ul><ul><li>__________ information </li></ul><ul><li>_________ the conversation </li></ul><ul><li>___________ silences </li></ul><ul><li>___________ on the ideas being communicated </li></ul>5- McGraw-Hill/Irwin
    12. 12. A video segment on “Listening” <ul><li>CONNECTIVE SKILLS – </li></ul><ul><li>__________________ </li></ul><ul><li>__________________ </li></ul><ul><li>__________________ </li></ul><ul><li>___________________________ </li></ul>
    13. 13. Reading Nonverbal Messages from Customers <ul><li>___________ </li></ul><ul><li>_______ </li></ul><ul><li>______ </li></ul><ul><li>________ </li></ul><ul><li>_________ </li></ul>5- McGraw-Hill/Irwin Positive Power and authority Underlying tension
    14. 14. What do the following body language cues indicate? <ul><li>a. Tapping a finger or pencil on a desk. </li></ul><ul><li>______________________________ </li></ul><ul><li>b. Stroking the chin and leaning forward. </li></ul><ul><li>_________________________________ </li></ul><ul><li>c. Leaning back in a chair, with arms folded across the chest. </li></ul><ul><li>_____________________________________ </li></ul><ul><li>d. Sitting in the middle of a bench or sofa. </li></ul><ul><li>________________________________________ </li></ul><ul><li>Assuming the same posture as the person with whom you are communicating. </li></ul><ul><li>_________________________ </li></ul>
    15. 15. Patterns of Nonverbal Reactions to Presentation 5- McGraw-Hill/Irwin
    16. 16. <ul><li>No single gesture or position defines a specific emotion or attitude </li></ul><ul><li>Consider the pattern of signals via a number of channels </li></ul><ul><li>Signals customers are hiding their true feelings: </li></ul><ul><ul><li>_____________________________ </li></ul></ul><ul><ul><li>_____________________________________ </li></ul></ul><ul><ul><li>_____________________________________________ </li></ul></ul><ul><ul><li>_________________________________________________________________________ </li></ul></ul>Body Language Patterns 5- McGraw-Hill/Irwin
    17. 17. Case: Harbor Office Products Q#1 What were the non-verbal signals? <ul><li>Steinnes </li></ul><ul><li>____________________________________________________________________________________ </li></ul><ul><li>________________________________________________________________________________________ </li></ul><ul><li>____________________________________________________________________________________________________________________________________________ </li></ul><ul><li>Hoffman </li></ul><ul><li>________________________________________________________________________________________________________________________________ </li></ul><ul><li>________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ </li></ul><ul><li>2. What was Hoffman’s mistake re Steinnes nonverbal messages s? </li></ul>
    18. 18. Case: Harbor Office Products <ul><li>Questions </li></ul><ul><li>1. How did Hoffman make a mistake in reading the nonverbal messages sent by Steinnes? </li></ul><ul><li>________________________________________________________________________________________________________________________________________________ </li></ul>
    19. 19. <ul><li>“Perhaps there is some reason you cannot share the information with me.” </li></ul><ul><li>“Are you worried about how I might react to what you are telling me?” </li></ul><ul><li>“I have a sense that there is really more to the story than you are telling me. Let’s put the cards on the table so we can put this issue to rest.” </li></ul>Encourage Forthright Discussion 5- McGraw-Hill/Irwin
    20. 20. Sending Messages with Nonverbal Communication <ul><li>Using body language </li></ul><ul><ul><li>_________ </li></ul></ul><ul><ul><li>__________ </li></ul></ul><ul><ul><li>___________________________________ </li></ul></ul><ul><ul><li>___________________________________ </li></ul></ul>5- McGraw-Hill/Irwin
    21. 21. <ul><li>Consider the geography </li></ul><ul><ul><li>_____________ </li></ul></ul><ul><ul><li>_____________________ </li></ul></ul><ul><li>Consider your customers </li></ul><ul><ul><li>______________ </li></ul></ul><ul><ul><li>__________________________ </li></ul></ul><ul><li>Consider your corporate culture </li></ul><ul><ul><li>____________________ </li></ul></ul>Appearance 5- McGraw-Hill/Irwin
    22. 22. <ul><li>Consider your aspirations </li></ul><ul><ul><li>Top levels of your organization </li></ul></ul><ul><ul><li>Dress _______________ </li></ul></ul><ul><li>Consider _____________________ </li></ul><ul><ul><li>Wait until you have the __________ </li></ul></ul><ul><ul><li>__________________________________________________________ </li></ul></ul><ul><ul><li>Just be _______________ </li></ul></ul>Appearance (continued) 5- McGraw-Hill/Irwin
    23. 23. Communicating via technology <ul><li>Face-to-face conversation </li></ul><ul><ul><li>40 percent: words </li></ul></ul><ul><ul><li>10 percent: voice characteristics </li></ul></ul><ul><ul><li>50 percent: nonverbal communications (Contradicts earlier #, but if you leave out tone it is ~50-55%!) </li></ul></ul><ul><li>Telephone </li></ul><ul><ul><li>________ </li></ul></ul><ul><ul><li>_________ </li></ul></ul><ul><ul><li>_________________ </li></ul></ul><ul><ul><li>____________ </li></ul></ul><ul><ul><li>____________ </li></ul></ul><ul><ul><li>______________ </li></ul></ul>5- McGraw-Hill/Irwin
    24. 24. Communicating via technology <ul><li>E-Mail & text messaging (especially the important ones) </li></ul><ul><ul><li>_______________________________________ </li></ul></ul><ul><ul><li>_______________________________________ </li></ul></ul><ul><ul><li>_______________________________________ </li></ul></ul><ul><ul><li>_______________________________________ </li></ul></ul><ul><ul><li>_______________________________________ </li></ul></ul><ul><ul><li>_______________________________________ </li></ul></ul><ul><ul><li>_______________________________________ </li></ul></ul>5- McGraw-Hill/Irwin
    25. 25. Case: Hunt-Wesson <ul><li>Questions </li></ul><ul><li>1. Did Jamie do a good job leaving a voice mail message? </li></ul><ul><li>______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ </li></ul>
    26. 26. Case: Hunt-Wesson <ul><li>Questions </li></ul><ul><li>2. Rewritten voice mail </li></ul><ul><li>______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ </li></ul>
    27. 27. Technology Tips <ul><li>Immediacy does </li></ul><ul><li>_______________ . </li></ul><ul><li>Learn how the customer </li></ul><ul><li>_________________ . </li></ul><ul><li>Avoid </li></ul><ul><li>_________________ </li></ul><ul><li>Make the conversation </li></ul><ul><li>____________ </li></ul><ul><li>Customize your messages </li></ul><ul><li>________________________ </li></ul><ul><li>_________________________ </li></ul><ul><li>Use speed to </li></ul><ul><li>__________________ </li></ul><ul><li>Don’t </li></ul><ul><li>____________________________________ </li></ul><ul><li>Use _______________ </li></ul><ul><li>when leaving voice mail messages. </li></ul>5- McGraw-Hill/Irwin
    28. 28. <ul><li>Customers in different cultures process verbal and nonverbal information </li></ul><ul><li>___________________________________ </li></ul><ul><li>Salespeople need to recognize that business </li></ul><ul><li>__________________________________ </li></ul><ul><li>Terms have different meanings </li></ul><ul><li>Time perception are different </li></ul>Adjusting for Cultural Differences 5- McGraw-Hill/Irwin
    29. 29. <ul><li>Use ________________ , e.g. stop instead of cease . </li></ul><ul><li>Use words that ________________________ . </li></ul><ul><li>Avoid ________ expressions. </li></ul><ul><li>Use strict rules of ____________ </li></ul><ul><li>Use __________________ . </li></ul><ul><li>Never use _____________________________________________________________ </li></ul>Using English in International Selling 5- McGraw-Hill/Irwin
    30. 30. <ul><li>The communication process consists of a sender , who encodes information and transmits messages, and a receiver , who decodes the messages. </li></ul><ul><li>Effective communication requires a two-way flow of information. </li></ul><ul><li>When communicating verbally with customers, salespeople must be careful to use words and expressions their customers will understand. </li></ul><ul><li>Listening is a valuable communication skill that enables salespeople to adapt to various situations. </li></ul><ul><li>About 50 toover 90 percent of communication is nonverbal. </li></ul><ul><li>Salespeople can use nonverbal communication to convey information to customers. </li></ul><ul><li>Two-way communication increases when salespeople adjust their communication styles to the styles of their customers. </li></ul>Summary 5- McGraw-Hill/Irwin
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