Instant messaging is currently the fastest growing form of corporate communication and is expected to overtake email in usage within the next five years.
IM is the fastest way to communicate apart from the phone or face-to-face. However, not all prospects use or want to communicate with sales people via IM. Be sure to ask permission before you contact prospects this way.
When sending an Instant Message Wait at least a few seconds for the other party to reply. Don't forget that people on IM are generally multi-tasking and may be on the phone or away from their desk. Say goodbye before you sign off and close the application. Phrases like "Nice chatting, catch up later", or "Need to go – will speak later" are ways to show you need to sign off.
Knock Before You Enter Inquire if the other party can instant message. Start out with something like, "Hi, can you chat?" Or, "Are you available?" IMs are great for finding out if someone is reachable.
If your prospects say they're busy, respect their decision and try again another time. Remember to practice what you preach. If you're too busy to take an instant message, just say so. Your prospects will respect you for it and, hopefully, return the favor.
If you keep bumping up against the word limit, switch to e-mail or pick up the phone. Instant messages are like postcards, minus the postage. A thought or two, at the most, is all you should be sending at once.
Watch What You Write Don't write anything in an IM that you wouldn't write in an e-mail or a typed letter. Whatever you say in instant messages can be saved and sent around. You've got no control over that. So don't assume that once your IM leaves your computer screen, it's gone. If you wouldn't want to see your words on a postcard or a billboard, don't put them in an instant message.
Like Instant Messaging, texting can provide you with flexibility in your communications. Here are some guidelines to make the best use of texting in the sales process
Although it can be a good way to quickly exchange information, some can consider it intrusive. Use texting for messages that cannot be misinterpreted. Be careful who is on your buddy list. Not all clients or prospects want to use text messaging to communicate with sales people.
Texts should be short and sweet.
Check the recipient’s number BEFORE you hit “send”. Your prospect might not like receiving the love letter you thought you sent to your girlfriend.
Surveys show that many people find the shorthand messages that others send to them as difficult to read and understand. Consider using predictive text software that makes texting faster and less frustrating – if this is a preferred communication method of your prospects and clients.
Expand graphic across the screen
Importance of Professionalism
PN Student Night 2010: Business Etiquette<br />Jennifer Vessels<br />October 28, 2010<br />
Your business success comes from:<br />Some experts estimate that 15% of your business success comes from your skills and knowledge, while 85% comes from your ability to connect with otherpeople and engender trust and respect.<br />Your<br />Knowledge<br />(15%)<br />Your People Skills<br />(85%)<br />Study by Harvard University, the Carnegie <br />Foundation and the Stanford Research Institute<br />Success Secrets<br />
Primary reason for failure: their inability to build good relationships with peers and subordinates<br />Management Failures<br />(40%)<br />Management Successes<br />(60%)<br />Manchester Partners Study<br />New Management Recruits<br />
Avoid the Fatal Career Faux Pas <br />Basics<br />Communications<br />Arriving late<br />Being unprepared in meetings<br />Demanding attention<br />Not portraying a professional image<br />Over committing and under delivering<br />Multi-tasking (not paying full attention) <br />Failing to respond responsibly to voice mails and e-mails<br />Not using most effective mode of communication<br />
Communication Challenges Increase with Modes<br />
Instant Messaging with Prospects<br />Instant messaging is currently the fastest growing form of corporate communication and is expected to overtake email in usage within the next five years<br />Fastest way to communicate apart from phone or face-to-face<br />Not everyone wants to use IM<br />People on IM are generally Multi-tasking, be patient<br />Knock Before You Enter<br />
Instant Messaging with Prospects<br />Fastest way to communicate apart from phone or face-to-face<br />Not everyone wants to use IM<br />People on IM are generally Multi-tasking, be patient<br />Knock Before You Enter; <br />Be Brief. Think short. Instant messages aren't meant to be long-winded. Don't write an essay when a couple of words will do the job. Besides, IM programs limit the amount of text you can plug in.<br />Watch What You Write<br />
Text Messaging<br />Like Instant Message, texting can provide you with flexibility in your communications. Here are some guidelines to make the best use of texting in the sales process.<br />Use texting for messages that cannot be misinterpreted <br />Be careful who is on your buddy list<br />Texts should be short and concise <br />Check the recipient’s number BEFORE you hit “send”<br />
Professionalism<br />Do you convey the following image and non-verbal messages to your managers and fellow employees?<br /><ul><li>My purpose in being here is to help you.
I am competent to help you because I have the necessary information and/or training.
I am proud of the work I do and the trust GH&J has placed in me by giving me the authority to serve you.
You can count on me to be honest with you and honor my commitments.
I respect you as a person and I expect the same from you.</li></li></ul><li>Impressions<br />At all times, your potential employers, customers, partners and colleagues are forming initial impressions of you. <br />You want this to be your unique value.<br />
Next Step Delivers Results<br />SalesEffectiveness<br />EmployeeProductivity<br />“Thanks to Next Step we now have the right team, sales process and marketing resources in place for peak performance despite the current economic conditions.”<br />Amir Zoufonoun CEO Exalt Communications<br />
PN Student Night 2010: Business Etiquette<br />Jennifer VesselsNext Step 650.361.1902 www.nextstepgrowth.com<br />