How to communicate effectively. Help not Sell. ( Be a consultant )

1. Consultative
Selling
Strategy

4. Communication is a two-way process,
as well as talking or delivering a
message.
It's important to listen to the
other person's response.
What
Is Communication ?

5. Using Communication
Principles to Build
Relationships Case Studies
Developing
listening skills
to collect
information
from
customers
How
Listening &
questioning are
important
Basic elements
in
communication
process
People
communicating
without
WORDS
Barriers of
effective
communication

6. Telephone Cassi

9. 1
2
3
4
T h e s e n d e r
( t h e s e l l e r ) E N C O D E S
m e s s a g e s
T h e
r e c e i v e r
( b u y e r ) D E C O D E S
t h e m e s s a g e .
T h e r e c e i v e r
( t h e
s e l l e r ) t h e n
d e c o d e s
b u y e r ’s
m e s s a g e .
T h e
s e n d e r
( b u y e r ) w h o
E N C O D E S a r e p l y
m e s s a g e .
W h o t h e n
b e c o m e s
W h o t h e n
b e c o m e s

10. A
B
C
D
E-MAILcCommunication
Methods
FACE –TO- FACE
TELEPHONE
MESSAGES

11. 1
2
verbal
Involves transmission of
words
Via face-to-face, phone or
messages
Non-Verbal
Communicate thoughts &
emotions without using words
Body language, space and
appearance
Communication
ways

12. C o m m u n i c a t i
o n
p r o c e s s
Non-Verbal
WORDS
R e p r e s e n t 50%o f
s u c c e s s f u l
c o m m u n i c a t i o n
p r o c e s s
responsible for only
40 % of
information people
acquire in face to
face communication

13. EYE CONTACT

14. 1 2 3 4
ENCOURAGE
FULL
RESPONSES
SPACE OUT
YOUR
QUESTIONS
ASK SHORT ,
SIMPLE
QUESTIONS
AVOID LEADING
QUESTIONS
• Closed Q :
answered with a word or
short
phrase
• Open Q :
No simple answers,
encourage greater
communications
• Too many Qs asked
Threatened
• Has time to answer
(Participation)
• Customer will
volunteering
information
• Taking permission to
ask
• Qs with TWO/more parts
should be AVOIDED
• Long Qs hard to be
answered/ remembered
• Short Qs make customers
focused
• Clarification as long Q
asked
• Qs should not suggest an
appropriate answer
• Customer has to say what
he actually thinks
• It masks true feeling
false feedback
ASKING
QUESTIONS
5
MANTIAN FLOW
OF INFORMATION
• Offering verbal &
nonverbal
Encouragements
• Nodding head
• Neutral statements
(reaffirming-repeating)
• Acknowledge emotions
reduce negativity

15. REPEATING
• Verify the collected information
• Minimize the misunderstanding
• Be careful , however. Customer
get irritated
RESTATING
REFREASING
• Ensuring the mutual
understanding
• Restating with your words
CLARIFYING
• Asking questions to obtain
additional information
• Clarify the problem to determine
the cause
TOLERATING
SILENCE
• Bite your tongue
• Time to think
• Chance to sell themselves
FOCUS ON
IDEAS
ACTIVE LISTENING
• Avoid distraction
• Focus on the cause of the issue
• Do not react, just listen to the
words

19. Consultative selling skills

20. Normal Selling Consultative Selling
Professional problem solver
Long-Term solution oriented
Customized Vs. Generic
Solution

21. P.S.F
Step 1
Obtain
A s k i n g O p e n
Q u e s t i o n s
Step 2
Verify
R e v i e w
i n f o r m a t i o n y o u
g a t h e r e d a n d
e n s u r e i t s
a l i g n m e n t w i t h
c u s t o m e r
p e r s p e c t i v e a n d
n e e d
Step 3
Transmit
D e l i v e r
p r i v a t i z e d
g e n e r a t e d
s o l u t i o n .

25. The Role Of
Space &
Physical Contact in
Communication
 Intimate zone : Reserved for closest
relationship.
 Personal Zone: Close friends
 Social Zone : Business transactions &
Impersonal relationships
 Public Zone : speeches, teachers in
classrooms
 Customers may react negatively as his
intimate or personal zone invaded

26. Leave Good Impression, Always.
 Appearance
 Smile
 Listen
 Empathy
 Be Genuine

27. So, communicate & Sell
properly