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Face to face communication consist of : Verbal, vocal and facial communication messages.
Albert Mehrabian of UCLA has put forth a theory that:
In a normal two person communication process consist of :
7 percent – verbal
38 percent – tone of voice
55 percent – non-verbal communication.
Albert Mehrabian, renowned psychologist from UCLA Albert Mehrabian's components of perception Conclusion: Non-verbal communication are vital between buyer and seller and acts as a valuable tool for successful salesman in commencing and closing a sale.
Voice – language, sound made out of your mouth – oral communication.
Quality – the standard or level of performance of action or activity
Pitch – the variation of voice or sound coming out of your mouth.
Inflection – increase the loudness, speed, drag, decrease the volume of your voice or sound from your mouth.
Pauses – break of silence, just keeping quiet for a few seconds or a minute.
Salesperson – Buyer Communication(1) Communication occurs when a sender transmits a message through some type of medium to a receiver who responds to the message. The above exhibit/diagram presents a model that contains eight major communication elements.
Salesperson – Buyer Communication(2) Elements of Salesperson – Buyer Communication
Source – The source of communication – the salesperson.
Encoding process – The salesperson’s conversion of ideas and concepts into the language and materials used in the sales presentation.
Message – The information that is to be conveyed in the sales presentation.
Medium – Form of communication used in the sales presentation and discussion – most frequently used words, visual materials and body language.
Decoding process – Receipt and translation (interpretation) of the information to the receiver (prospective buyer).
Receiver – The person the communication is intended for, in this case it is the prospect or buyer.
Receiver – The person the communication is intended for, in this it is the prospect or buyer.
Feedback – Reaction to the communication as transmitted to the sender. This reaction may be verbal, non verbal or both.
Noise – Factors that distort communication between buyer and seller for example noise that distract or distort communication .
Salesperson – Buyer Communication(3) - Communication Media
Communication media that are most effective are:
Clear Verbal Discussion
Samples of Products (Visual Display)
Any of this can be used to convey the sales message
Salesperson – Buyer Communication(4) - One Way/Two Way Communication
One way Communication – This occurs when the salesperson communicates and the buyer only listen.
The salesperson or sender needs a feedback from the buyer (recipient) to know if the communication has occurred.
The Salesperson ( Sender) may wonder whether the communication has occurred with buyer (recipient).
Question may arise in the mind of the salesperson (sender), does the buyer (recipient) understand the message.
Once there is response (verbal communication) from the buyer (recipient) and ready to answer question, the sender can pursue the next course of action.
Two way communication is important to close the sale. It provides the salesperson the ability to :
Present a product’s benefits
Receive instant buyer’s reaction to answer questions
Buyer may choose to respond verbally or non verbally to the message received