This document discusses communication skills and selling skills. It defines communication and outlines the communication process. It describes elements of non-verbal and verbal communication. The document then discusses advanced communication skills, including how the brain processes information and forms internal maps. It also outlines basic and advanced communication skills. The document then defines selling and describes the steps in the selling process. It discusses types and methods of selling. It outlines selling skills required at different stages of the sales process and how to handle objections and close sales. The document concludes by discussing providing after-sales service, making suggestions to customers, and building long-term customer relationships.

1. PRESENTED BY:-
AAFREEN AHMED
Communication
Skills & Selling Skills

2. Communication
 Communication is the art and process of creating & sharing ideas. Effective
communication depends on the richness of those ideas.
 Communication process involves the following steps:
Source>>Message>>Encoding>>Channel>>
Decoding>>Receiver>>Feedback>>Context.
 Elements of Communication:
 NonVerbal-
[Tone: The same sentence may have different meanings depending on the
word we have emphasized]
[Body Language:Facial Expressions,Gestures, Postures,Eye Contact]
 Verbal-[Words]

3. Taking Communication to the next level...
 Advanced communication is a true art form
requiring practice, finesse, skill set that goes
beyond what an individual actually
possesses
 Lets analyse :-
 The brain receives information in the form
of various inputs-Visual, Auditory,
Kinaesthetic, Gustatory, Olfactory
 The above information is filtered in our
brain & the filters are- Values, Beliefs, Past
Experiences, Prejudices, Feeling,
Environment.
 The picture our brain generates to get a
meaning from the input is the Internal Map,
the interpretation of this leads to a change
in our Internal State, which causes the
related Behavior or Response in our body.

4. BASIC:
• Good listener
• Non Verbal
Communication
• Clarity & Concision
• Friendliness
• Confidence
• Empathy
• Open-mindedness
• Respect
• Feedback
• Picking the right
medium

5.  ADVANCED:
1. Giving the impression that you are enthusiastic about talking to
others
2. Asking open ended questions about others interests
3. Adapt to their body language & feelings.
4. Show them approval & acceptance.
5. Listen attentively
6. Give them the right amount of eye contact.
7. Reveal as much about yourself
8. Give the impression that you are with them
9. Keep smiling
10. Offer suggestions that are focused & concrete in an empathetic
manner
Communication Skills

6. Contd...11. Give them
encouragement by
being assertive
12. Always show a little
higher energy level
than them
13. Say their name in a
pleasing way
14. Maintain a
communication
wheel of conclusion,
emotion, impact,
desire etc.
15. Resolve conflicts in
a win-win situation
for all

7. Selling
 Selling is the transfer of goods & services. It is based on identifying/
generating/ influencing & satisfying customers with our product for
mutual benefit.
 It involves the following steps:
PreSalesPreparation>>Opening>>Progressing>>Presenting>>Objection
Handling>> Closing>>After Sales Service
 It is purely customer driven, aims at developing win-win relationship,is
technically oriented & emphasizes on service & value.Selling is
motivating customers commitment. It involves AIDA technique:
ATTENTION>>INTEREST>>DESIRE>>ACTION

8. Contd...
 Types of Selling:
 Direct selling- It is direct contact between customer & salesperson
 Indirect Selling-It is carried out through Advertising Display,
Signage,Promotions/Offers.
 Methods of Selling:
 Personal Selling
 Telemarketing
 B2B/B2C

9. Selling Skills
 What does a sales person do?
1. He sells – products, services, information & ideas
2. He works with people to communicate with the customers, determine
their needs, solves the problem, represents the company develops
alliances& partnerships, gathers the information , educate the
customer, catalyzes the change.
3. He manages his time, territory, records & stress.
You will never get a 2nd chance to make a 1st
impression
A salesperson selling skills must be
guided by the thought:---

10. Contd...
 Selling skills are influenced by customer buying decisions such as
Rationale motives, Emotional motives, Extensive buying decision,
Limited buying decision, routine buying decision.
 Salesperson must have detailed customer data:-
1. Personal data-Name, email, mobile no:, interests/disinterests, family
status, education.
2. Attitude- towards people, company & products.
3. Social Style- Analytical, driver, amiable, expressive
 Customer segmentation:
 Geographical,Conceptual, Behavioral, Social,Speciality

11. Selling Skills
required at a
Sales Process
1. Presales Preparation: Preparing Self,
Preparing work place, Market Awareness, &
Knowledge of customers.
2. Opening Sales: Approaching & Greeting the
customer, Listening and understanding the
customer needs.
3. Progressing the sales: Discovering the
customer needs by being a good listener ,
Doing proper need analysis.
4. Sales presentation: Linking the product
feature & customer needs,Translate facts
into benefit,Developing an entry point for
the product presentation, Convey value
through product handling.

12. Sales Negotiation
 Sales negotiation can be a formal event at a specific time and date or it
can be ongoing at different points in the sales process.
 As a sales staff you are seeking a mutually beneficial relationship with
your prospects and clients, not something that benefits only you or
them.
 Few of the customer attitudes are:-
 Winning over these attitudes may help the salesperson to negotiate well.
Acceptance : Customer agrees with your benefits and has no negative feelings toward your product
Skepticism : Customer is interested in a particular benefit, but doubts whether your product can really
provide the benefit
Objection : Customer displays opposition to your product
Indifference:
Customer shows a lack of interest in your product because of no perceived need for its benefits

13. Common mistakes to be avoided in
negotiation
 Inadequate preparation
 Use of intimidating behavior
 Impatience
 Loss of temper
 Talking too much, listening too
little, and remaining indifferent
to body language.
 Arguing instead of influencing.

14. Handling Objections
 Reason for objections:
 Its customers tactics to get a discount
 Customer has a habit of asking questions
 Customer is confused due to hidden cost or market competition
 Customer wants to postpone decision making
 Responding to the objections:
 Listen carefully to objection.
 Remain calm
 Never interrupt
 Restate the objection phrased as a question
 Empathizes with the customer
 Seek the customer’s agreement from your response.

15. Closing the sales
 It is important for any salesperson to remember the point that the aim
of opening any sale is to close it. All the efforts being made during the
sale, right from pre-sale preparation upto the actual sale process would
go waste if the sales person messes up at the closing stage.
 There are a few techniques involved in it, such as:
 Direct close
 Assumption close
 Limited choice close
 Suggestion close
 Summary close
 Isolation close
 Impending / Urgency close

16. After Sales Service
 The salesperson acts as a an advisor for the products to the customers &
give some suggestions.
 The suggestion can be made at the following points :
 When the customer seems undecided about the purchase.
 When you don’t have exactly what the customer is looking for.
 When you recognize a benefit to the customer that may not be readily
apparent.
 When you feel the customer is making a decision that is not in his
best interest.
 When you receive an objection.

17. What Suggestion can be made by a salesperson…
Suggest complementary items and accessories.
Suggest substitutes or alternatives.
Remind customer of special offers or sales
Suggest multiples.
Suggest additional items that the customer may need or want in
order to use the main purchase.
Educate the customer about higher value purchase.
Suggest solutions to customer problems.

18. Relationship Building
 The aim is building strong and long term customer relationships that
look beyond the sale.
 The various concepts at this step are as follows :
 The Lifetime Value Of The customer – The purchase the customer
would be making in his lifetime.
 The Personal Customer: A personal customer is a customer whom the
sales associate gets to know on a personal basis. This customer is one
with whom a relationship is built. The sales associate makes an effort to
know more about this customer, his family, his preferences, his
birthday, and his interests.
 Keeping a Customer Database: This could be a dairy / or a file
provided to the sales associate, where he/she can record information
about the personal customer.