Communication is a two-way process of exchanging information and sharing meaning between participants. Effective communication requires listening skills, providing solutions to customer problems, reading body language, matching the customer's tone, and properly greeting and departing from customers. The document provides tips for communication techniques like using simple language, maintaining a helpful tone, displaying positive body language like eye contact and smiling, and ensuring feedback is received to check understanding.

1. Communication Skills

2. What is Communication
Communication is a two-way process of reaching mutual
understanding, in which participants not only exchange
information, news, ideas and feelings but also create and
share meaning.
In general, communication is a means of connecting people
or places.

3. Communication History

4. In order to make communication more effective
there are few things that needs to be kept in mind
6 Essential Communication Techniques
 Language
 Tone
 Body Language
 Eye Contact
 Smile
 Communicate to help
Communication Essentials

5. Language
Simple Language
The language that you
use can totally change
the message that is being
given to the customers.
Language barrier can
always be a threat to
communication hence
the language used to
communicate must be
simple & easy to
understand.

6. Tone
Throughout the
communication the most
important factor that has
to be taken care is the
tone of the speaker.
The tone used while
communicating changes
the entire meaning of the
communication.
A simple answer to a
query of customer can
sound rude or aggressive.

7. Body Language
Body language needs to
go along with the
communication.
Looking bored or
uninterested doesn’t give
the right impression to
customers.
Dealing with customers in
a confident manner will
make look things more
professional.
Always maintain the
positive body language.
Smiling and Energetic.

8. Eye Contact
Always make eye contact
with the customers when
you are talking to them.
This will make you appear
interested in what they
are saying.
Eye contact while
communicating builds
trust and confidence in
the mind of the
customers.
Makes you more
approachable and
friendly.

9. Smile
Nobody wants to be served by a VBA who
looks serious angry or uninterested.
Customer wants to feel welcome and at a
right place for their need.
Smile engraves confidence in the
customer and makes them positive
initially.
Smile is one of the best mode of
communicating with the customers at
the first instant.

10. Communicate To Help
Its not always possible to
know everything and
answer all the questions
of the customer, but even
if you are not the right
person ensure that you
take the customer to the
right place and right
person.
Never just show the way
to customer infact always
accompany him/her to
keep him more
comfortable and
confidence.

11. Listening is very important for communication.
VBA must an active listener, try to understand the customer needs and problems.
Sender Message Receiver
Feedback
VBA should explain every feature to customer in easy language.
He must check about the customer needs and knowledge.
VBA should also demonstrate the feature to have effective communication.
Our focus should be on FEEDBACK COLLECTION.
Explaining the features is not enough.
VBA should also check if the customer understands it.
Communication Skills

12. Ears
E
A
R
S
Explore by asking questions
Affirm to show you’re listening
Reflect your understanding
Silence when listening

13. Effective Communication

14. Effective Communication
Communication is not
communication until it is effective
and is backed up by a feedback.
In order to have effective
communication with the customer
the VBA’s should follow certain
guidelines
Some important guidelines to
make communication more
effective with the customer
 Listen
 Give Solutions
 Read Body languages
 Match Customer’s Tone
 Greet & Depart properly

15. Listen
When meeting with a customer, remember
there are two parties and that
communication should go in both
directions.
Don’t just talk (and risk talking yourself out
of a sale); listen – and listen so well that
the customer feels understood and heard.
Listening
Understanding
Probing
Suggesting
Sales

16. Give Solutions
To improve sales, your communication
should be full of expert advice.
Recommendations and resolutions so the
customer will think of you not just as a
salesperson but as a problem-solver.
If the customer is much relaxed
being extreme formal is not good.
If the customer is humorous being
serious is not a choice at all.

17. Read Body Languages
A salesperson can gain an advantage
by reading body language of the customer.
Non verbal communication which includes
various signs and hints from the customers
about the product likings & disliking's.
VBA should focus on identifying
these hints and communicate
further in accordance to the same.
This would lead in sale in an
effective manner.

18. Match Customer’s Tone
It’s always good to communicate in the tone in
which customer’s are communicating.
This results in building trust & confidence in the
customer and it also makes them feel more
comfortable.
If the customer is much relaxed being
extreme formal is not good.
If the customer is humorous being serious
is not a choice at all

19. Greet And Depart Properly
Whether you close a deal or not,
always be warm, inviting and sincere
with the prospect, greeting them in a
personal way and leaving the same.
“Today’s prospect might be
tomorrow’s customer.”
People tend to remember the first
impression and the last thing you say
to them,
so make a good impression at both of
these points, even if you haven’t
closed,
and it might inspire them to contact
you in the future.

20. THANKYOU!