The document discusses various topics related to sales and communication including the basics of sales operations, elements of sales like conviction and emotions, conditions of existence, products and different types of exchanges, an emotional tone scale, acknowledgment in communication, a formula for communication, and handling objections. It provides definitions, lists, and short explanations on these topics.

1. HAURATON
Telephone Communication
Effective Sales
Drs. Marc J. De Turck

2. The Basics of operation in sales
 Be there
 Look
 Don’t lie

3. 3 Elements of sales
Conviction
Emotions
Behavior

4. Conditions of existence
DO
HAVE
BE

5. Products - Ice cream
 Result of YOU
 Result of Product
 Result of Company
L. Ron Hubbard, Management technology defined

6. Products and exchange
Conditions of exchange
1. Rip-off
First consider a group which takes in
money but does not deliver anything in
exchange. This is called rip-off.
2. Partial exchange
The group takes in order or money for
goods and then delivers part of it or a
corrupted version of what was ordered.
L. Ron Hubbard, Finance series 36

7. Products and exchange
Conditions of exchange
3. Fair exchange
One takes in orders and money and one
delivers exactly as was ordered.
4. Exchange in abundance
Here one does not give two for one or free
service but gives something more valuable
than money was received for.
Л. Рон Хаббард, Серрия Финансы 28

8. The Emotional tone scale
4.0 Enthusiasm
3.3 Strong interest
3.0 Conservatism
2.5 Boredom
2.0 Antagonism
1.5 Anger
1.1 Covert Hostility
1.0 Fear
0.5 Grief
0.05 Apathy
L. Ron Hubbard, The emotional tone scale

9. Acknowledgement
Word, Sentence, symbol
Other person is understood
Communication is finished
Is not agreement

10. The formula for communication
A person is as alive
as he
can communicate
L. Ron Hubbard, Dianetics 55

11. Objections
False objection changes
Do NOT CHANGE
your proposal
Real objection repeats

12. Real Obection handling
Understand
Make the person right
Wait
Come back with your
proposal
Ask the person for solution
Wait