This document discusses tools for effective communication, including transitional phrases, tie downs, and trial closes. It provides examples of different types of transitional phrases to smoothly transition conversations and acknowledge customers. It also discusses 18 standard tie downs that call for a positive response from customers. Trial closes are described as low-risk attempts to see if customers are ready to buy or clarify pros and cons. The document emphasizes that effective communication requires understanding the audience and goal, and incorporating verbal, non-verbal, and paralinguistic components.

2. The Three T’s
 Transitional Phrase
 Tie Downs
 Trial Closes
 Let me reassure you that all I want is to help you regain
Control and Predictability, Let me show you how!
 If I could show you how we can do this would you
be interested?
 And getting back control is important “Don’t you agree”?

3. Transitional Phrases
 Good conversations are full of phrases that encourage
 They also are used to keep the conversation flowing
 Help to soften and personalize communication style
 Acknowledge you heard the customer and responding

4.  Consist of smooth short non-intimidating:
 Comments, questions and responses
 Convey that you are not going to be:
 Controlling or threatening
 Used to have an open dialogue and both acknowledge
and understand the other persons needs
Transitional Phrases

5. Used as a Bridge
 Transitions enable you to gracefully travel from their
interruption back to your presentation.
 Here are some examples:
 Well, I understand that, but...
 Well, I respect that, but...
 Well, I appreciate that, however...
 Well, I'd be surprised if you were at this point, but...

6. That’s a Great Question…
 I’ll answer that in a few moments…
Let’s get back on track

7. Where Do I Use Them?
 To start or join your thoughts and end a conversation
 Naturally lead to another idea you want to explore
 Convey that you are there to advise/help solve problems

8. Opening Conversation Phrase
 I hope I’ve caught you at a good time…
 May I ask, Who recommended you?
 Could let me know why are you considering solar…
 In order to help me understand, could you…?
 Please stop me if you feel the least bit uncomfortable…
 Would it be convenient to…?
 Could I (May I) ask you a question…?
 I wonder if you could help me…?

9. Time Phrases
 How much time do we have?
 Is this a convenient time to talk?
If it takes any longer, it will be because we’ve found how you
can take control and predictability…
 Just a couple of questions, and I’ll get out of your hair…
 May I ask you a quick question…?
 I’m almost finished…
 I won’t take up much of your time…
 Let me quickly summarize what we’re talking about

10. Sharing Concerns Phrases
 I think I can appreciate what you’re saying…
 I can understand that…
 You seem unsure…is something wrong there?
 Let me reassure you…
 I believe I understand how you feel about that
 I sense you’re not comfortable with…
 Would it be helpful if…?
 Can you see the benefits here?

11. Simple Transitions
 I hear what you're saying and... (auditory)
 I can appreciate that and...
 I completely understand and....
 I see what you mean and... (visual)
 Mr/s Blank, please let me reassure that....
 That's a good question, let me explain...

12. Paraphrasing
 The absolute best transition is the 'paraphrase'.
 Just repeat/clarify what the customer said to you so you can
buy a little time to get to the right response.
 Customer: What's the catch?
 Paraphrase: A lot of people that I call ask what’s the catch,
let me explain.... (you've now found the right response...)

13. That’s Interesting/Because
 That’s interesting:
 How did you come to that conclusion?
 How did you come up with that?
 Why do you say that?
 Pause and wait for a response
 Because –Justifies whatever comes after it
 Use because as a bridge to justify a statement

14. Exercise
Share an example of:
 A simple transition
 That’s interesting (because)
 A Time phrase
 Opening conversation phrase
 Concern phrase
 Transitional phrase used as a bridge

15. 18 Standard Tie Downs
 A tie-down is a question at the end of a sentence that
calls for a positive response.
 Example: “A reputation for excellent service after the
sale is important in making this decision, isn’t it?”

16. 18 Standard Tie Downs
 STANDARD: A reputation for excellent service after
the sale is important in making this decision, isn’t it?

INVERTED: Isn’t a reputation for service after the sale
important in making this decision?

INTERNAL: A reputation for excellent service after the
sale is important, isn’t it, in making this decision?

17. Tie Downs
 The inverted and internal tie-downs allow you to hide
the fact that you’re using a technique while adding
warmth to your statements.
 By using all three types, you’ll have a good mixture of
them to build into your presentation.

18. Tie Downs
Aren’t they? Don’t we? Isn’t it?
Aren’t you? Shouldn’t it? Isn’t that right?
Can’t you? Wouldn’t you? Didn’t it?
Couldn’t it? Haven’t they? Wasn’t it?
Doesn’t it? Hasn’t he? Won’t they?
Hasn’t she? Won’t you? Don’t you agree?

19. Trial Closes
Tell you when to ask for a decision
They determine if you are on the right track
That the customer can or cannot clarify the pros
and cons of your offer

20. Trial Closes continued
Any attempt to close is an attempt to see if the
customer is ready to buy
Are a low risk strategy and ask for an opinion
They simply measure the temperature of the sale process

21. Some Trial Closes
 How does that sound to you?
 Will that work for your situation?
 If I could do that for you, would you be buying today?
 If I can get you back in control would you be interested?
 How about I get you strated today…

22. Fundamentals of Communication
 Being able to communicate effectively is a
necessary and vital part of the job
 Effective communication requires an understanding
of the audience, the goal, the message
 Most effective way to achieve the desired outcome

23. The Communicator
 Being a good communicator is hard work and takes
preparation, focus, and listening skills
 Trust and credibility are also key principles of
effective communication
 Understanding the needs of the customer will help you
plan and execute an effective response

24. Components Of Communication
The act of communicating involves three components
1. Verbal Content and choice of words
2. Non-Verbal Body language
3. Para-verbal Tone, volume and pace (how we say it)
These components are used to send a clear message
And to receive a correctly understood message

25. Effective Communication
 Brief, crisp and organized
 Free of technical jargon
 Does not create resistance or
objections from the listener

26. What tools do I need to
accomplish my goal?

27. Communication Matrix
2
Conscious
Incompetence
3
Conscious
Competence
1
Unconscious
Incompetence
4
Unconscious
Competence
Consciousness
Competence

28. Eyes Ears & Mouth
 Eliminate your need for 3D That
third dimension which is your eyes
 Maintain focus on your eyes and
mouth (inside sales call)
 This is the 2D perspective on a
sales call!

29. Your Last Tool
Reflective Competence
 Don’t worry what to say
 Think about how to
deliver the message
 Repetition and
mentoring will take you
to level four.

30. The End
Or is it The Beginning?
Gabe Vasquez
954-600-2587