Tom Shay, CSP Certified Speaking Professional

So, who are you? Who is your competition? What do they sell? What do you sell? www.profitsplus.org

Who is your competition?

What do they sell?

What do you sell?

There exists a sound barrier You speak at 150 wpm They hear at 500 wpm www.profitsplus.org 150 500

You speak at 150 wpm

They hear at 500 wpm

Questions are the key Questions allow you the time to think Questions require the customer to inform you www.profitsplus.org

Questions allow you the time to think

Questions require the customer to inform you

We say: This has a 6 year warranty. The quality is well worth the price. All you have to do is keep it clean. What kind of statements are these? How can we change them? www.profitsplus.org

This has a 6 year warranty.

The quality is well worth the price.

All you have to do is keep it clean.

What kind of statements are these?

How can we change them?

Improving your questions Improve – Identify multi-meaning information State – Repeat the information with your definition www.profitsplus.org

Improve – Identify multi-meaning information

State – Repeat the information with your definition

Improving your questions Target – Get the confirmation of your definition Extras – Additional information their response gives www.profitsplus.org

Target – Get the confirmation of your definition

Extras – Additional information their response gives

We want to: Listen with the intent to understand, rather than with the intent to respond. - Stephen Covey www.profitsplus.org

Listen with the intent to understand, rather than with the intent to respond.

- Stephen Covey

Adding the subtle touch to the questions Distance Body language Individual connection www.profitsplus.org

Distance

Body language

Individual connection

Making “Up close and personal” work for you Public area – more than 12’ apart Smiling www.profitsplus.org

Public area – more than 12’ apart

Smiling

Making “Up close and personal” work for you Social – 4’ to 12’ “ Hello”, “Good Morning”, Engage in conversation www.profitsplus.org

Social – 4’ to 12’

“ Hello”, “Good Morning”,

Engage in conversation

Making “Up close and personal” work for you Personal – 18” – 4’ Demonstrate merchandise www.profitsplus.org

Personal – 18” – 4’

Demonstrate merchandise

Making “Up close and personal” work for you Intimate – 6” – 18” Handshake, shoulder/arm touch www.profitsplus.org

Intimate – 6” – 18”

Handshake, shoulder/arm touch

How do we most communicate? 8% Words we choose 37% Tone of our voice 55% Body language www.profitsplus.org

8% Words we choose

37% Tone of our voice

55% Body language

What you are doing speaks so loud … I am open Unbutton coat, open hand, arms at sides I am willing to cooperate Open hands, hand to face gestures, upper body in sprinter’s position www.profitsplus.org

I am open

Unbutton coat, open hand, arms at sides

I am willing to cooperate

Open hands, hand to face gestures, upper body in sprinter’s position

What you are doing speaks so loud … I am confident Steepled hands, hands behind back, back stiffened, hands in coat pockets with thumbs out www.profitsplus.org

I am confident

Steepled hands, hands behind back, back stiffened, hands in coat pockets with thumbs out

www.profitsplus.org

What you are doing speaks so loud … I am defensive Buttoned coat, arms crossed, sideways glance, rubbing eyes or nose, drawing away www.profitsplus.org

I am defensive

Buttoned coat, arms crossed, sideways glance, rubbing eyes or nose, drawing away

What you are doing speaks so loud … I am insecure Pinching flesh, chewing pen, thumb over thumb, fingernail biting www.profitsplus.org

I am insecure

Pinching flesh, chewing pen, thumb over thumb, fingernail biting

What you are doing speaks so loud … I am nervous Clear throat, “whew”, whistle, smoke, cover mouth, tugging ears, wringing hands www.profitsplus.org

I am nervous

Clear throat, “whew”, whistle, smoke, cover mouth, tugging ears, wringing hands

What you are doing speaks so loud … I am frustrated Clinched hands, wringing hands, fist like gestures, pointing index finger, rubbing hand through hair or on back of neck www.profitsplus.org

I am frustrated

Clinched hands, wringing hands, fist like gestures, pointing index finger, rubbing hand through hair or on back of neck

Personal appearance suggestions Attire Color schemes in clothing Hair and makeup Jewelry Pen www.profitsplus.org

Attire

Color schemes in clothing

Hair and makeup

Jewelry

Pen

What about their body language? Rubbing their chin Scratching their head Concentrating on merchandise Showing merchandise to someone else www.profitsplus.org

Rubbing their chin

Scratching their head

Concentrating on merchandise

Showing merchandise to someone else

What about their body language? Listening more intently Checking purse or wallet Asking for clarification of your statement Asking payment or installation time www.profitsplus.org

Listening more intently

Checking purse or wallet

Asking for clarification of your statement

Asking payment or installation time

What about their body language? Are there any extra charges? What charge cards do you accept? Will this go on sale soon? My spouse will kill me for this. www.profitsplus.org

Are there any extra charges?

What charge cards do you accept?

Will this go on sale soon?

My spouse will kill me for this.

The postcard technique www.profitsplus.org Future business 123 Easy Street This town, 31361 You Small business experts Down the street Your town, 31361

The postcard technique 3 days after installation Was it installed as you expected? 1 month Does it still have that new smell? 3 months Who has noticed what you have done? www.profitsplus.org 3 1361 3 1 361 31 3 61

3 days after installation Was it installed as you expected?

1 month Does it still have that new smell?

3 months Who has noticed what you have done?

The postcard technique 6 months after installation Who have you shown our work to? 1 year after installation Who have you told about our work for you? www.profitsplus.org 313 6 1 3136 1

6 months after installation Who have you shown our work to?

1 year after installation Who have you told about our work for you?

The postcard technique Contact annually, and when you think they will start the decision process for another purchase www.profitsplus.org

Contact annually, and when you think they will start the decision process for another purchase

Again, the 3 questions... Who is your competition? What do they sell? What do you sell? The answers that only a master can give! www.profitsplus.org

Who is your competition?

What do they sell?

What do you sell?

The answers that only a master can give!

The answers that only a master can give! Who is your competition? If you are unique, you have no competition! What do they sell? Goods and services What do you sell? Yourself The business Goods and services www.profitsplus.org

Who is your competition?

If you are unique, you have no competition!

What do they sell?

Goods and services

What do you sell?

Yourself

The business

Goods and services

Nobody cares how much you know, Until they know how much you care ! www.profitsplus.org

www.profitsplus.org Final Note This presentation will be specialized to your industry and your attendees’ specific needs. For more information about having Tom present for you, contact us at (727)464-2182 or visit our website: www.profitsplus.org

This presentation will be specialized to your industry and your attendees’ specific needs.

For more information about having Tom present for you, contact us at (727)464-2182 or visit our website: www.profitsplus.org