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Communication Skills: This Is (Name) From Packt Publishing. Do You Know About Packt? "

This document provides guidance on developing effective communication skills. It discusses emphasizing key words when speaking, using verbal acknowledgments when listening, maintaining confidence through product knowledge and assertiveness, and employing positive body language like smiling, making eye contact, and having a firm handshake. It also outlines a 5-step process for sales that includes introducing oneself enthusiastically, engaging in small talk to build rapport, asking open-ended questions to probe the customer, pitching the product using closed questions and assuming agreement, and rehashing benefits using techniques like appealing to fear of loss or creating a sense of urgency. Finally, it lists habits for success like having a great attitude, being on time and prepared, making full use of one's resources and time

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Surabhi Nair
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19 views

Communication Skills: This Is (Name) From Packt Publishing. Do You Know About Packt? "

This document provides guidance on developing effective communication skills. It discusses emphasizing key words when speaking, using verbal acknowledgments when listening, maintaining confidence through product knowledge and assertiveness, and employing positive body language like smiling, making eye contact, and having a firm handshake. It also outlines a 5-step process for sales that includes introducing oneself enthusiastically, engaging in small talk to build rapport, asking open-ended questions to probe the customer, pitching the product using closed questions and assuming agreement, and rehashing benefits using techniques like appealing to fear of loss or creating a sense of urgency. Finally, it lists habits for success like having a great attitude, being on time and prepared, making full use of one's resources and time

Uploaded by

Surabhi Nair
Copyright
© © All Rights Reserved
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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Communication Skills

 Intonation – Emphasize on keywords (nouns/verbs)

e.g. “This is (name) from Packt Publishing. Do you know about Packt? “
 
The underlined words above are the key words, which the prospect
needs to hear clearly, hence the AA needs to emphasize on those
words while pitching. By asking a question every 3rd or 4th statement
you make, you are engaging the prospect into a response, making the
conversation interactive. You never get a “yes” in sales with a
monotonous chat.

There are two ways to emphasize either you say the keywords slowly
or louder than the other words in the sentence.
Communication Skills
 Acknowledgement/Telecon ethics – Verbal nods,
corresponding response.
Everyone likes to be heard. When the prospect is talking, offer
verbal positive nods like “ok”, “I understand”. Use power words when
the prospect is saying something important. E.g. “that’s great”,
“absolutely”, “sure”, “no problem at all”
While placing the prospect on hold always justify a valid reason.
E.g. “May I place on hold while check that information for you”, “Ill just
refer to my resources and call back” or “Can you wait for a few seconds
while I confirm that for you”.
Never tell the prospect that you are referring to your senior, it
shows incompetence. If you need to escalate call use statements, which
do not show your incompetence, e.g. “My senior may have some
additional information for you.”
Communication Skills
 Confidence – Product knowledge, Assertiveness.

Sharpening your product knowledge increases your confidence.


Be assertive while talking to the prospect don't be aggressive.
Closed ended question:
Keep most of the decisions to yourself and not to the client. E.g. “When can I call
you again tomorrow or day after, or may be on a weekend” rather asking the
client to call you back. Take verbal commitments “Don’t you think it’s a very
good course?” Ask negative Q-tags, the prospect tends to answer positively.
e.g. “If you are busy wouldn’t weekend be better time to call you
sir/madam?” (ok/yes). Always keep the USPs and positive points handy. They
help when you need to be assertive. If need be write down all the good
points on a paper and keep it on your desk.
Communication Skills
 Body Language – Smile, eye-to-eye, energy, firm handshake.

Develop a habit of talking to people by looking in the eye. If that is


difficult look at the forehead of the person you are talking to.Even in real life
smile as much as you can, it’s a natural habit which can be formed over a period
of time.
Act energetic even if you are feel dull, not many people can tell the
difference.Be positive remember the glass is always more than half full, if you
consider the moisture in the upper half of the glass.Indulge in productive group
activities at work at home everywhere.
Always have a firm handshake. Firm is not about shaking the other person
its just a firm grip.(BDOs/BDMs please note).Walk and sit straight always.
Selling Skills - 5 Steps to sales

1. Introduction (E&E - Energy and Enthusiasm)


2. Small Talk (K.I.S.S – Keep It Short & Simple)
3. Probing (PPF – Past Present Future, Open Ended)
4. Pitching (Close Ended, Assumptive, Q-tags)
5. Rehash (4 Factors of merchandising)

a) Indifferent attitude (assertiveness)


b) Fear of loss (limited offer)
c) Greed factor (additional benefits)
d) Sense of urgency (assumptive)
Selling Skills - 5 Steps to sales

1] Introduction (E&E - Energy and Enthusiasm)

As they say first impression is last impression. First interaction


with the prospect is very important. We need to be very energetic and
enthusiastic, show interest to get prospect interested. Service sells
more than the product, selling self- personality before product is
always the best bargain. “Well begun is half done”. Prospect is more
likely to listen to you if you look or sound interesting, naturally he/she
will be more keen on knowing the deal, because it is not what you
are talking about it is “How” you talk. Smile, eye to eye contact and
firm handshake…Sale is easier after that.
Selling Skills - 5 Steps to sales

2] Small Talk (K.I.S.S)


No one personally likes a sales person. Always think of building a
professional relation with the client before pitching. Make them feel you
are real. Compliment! everyone likes compliments, make sure they
are not very personal, just good enough to bring a smile to
the prospect.
Break the ice between you and your prospect, because once the
client is comfortable then and only then they will answer your questions and give
you the information you need. The reason we need to break the ice is that no one
likes to talk to stranger for more than a minute. And we need more than a minute
to make a sale. K.I.S.S means KEEP IT SHORT and SIMPLE .
Do not get carried away with rapport building, so keep it long enough to
make the prospect comfortable and short enough so that you do not overwhelm
them.
Selling Skills - 5 Steps to sales

3] Probing (PPF – Past Present Future, Open Ended)


After you have built marginal rapport with your prospect, we can start
probing and pitching. Always use the method of PPF (Past Present Future).
E.g. (Past – “May ask you your opinion on this, as per your experience?”)
(Present – “May I know your current assignment is …?”)
(Future – “Have you thought of sharing what you have learnt?”)

Preferably ask open ended questions while probing, more the prospect
talks the more you can judge him/her better and at the same time think more
about the deals you can offer with their features and benefits.
Selling Skills - 5 Steps to sales
Selling Skills - 5 Steps to sales

Contd…
Always keep in mind when the prospect has an objection he/she doesn’t
necessarily want a solution but a response. E.g. Prospect : “I have time
constraints”…Sales Person : “Don’t worry about that we have various flexible options
to make it simpler for you”
Assumptive selling, consultative selling and aggressive selling are the 3
progressive levels.
a) Assumptive selling – You assume the prospect agrees to whatever you say
and go on with the pitch.
b) Consultative selling – Prospect has few objections you listen to it and provide
appropriate response, and continue the pitch
c) Aggressive selling – You let the prospect mention all the objections ask him if
he/she has more, then provide all the solutions and assume sale by taking verbal
commitment.
Selling Skills - 5 Steps to sales

.
5] Rehash (4 factors of merchandising)
This is what we call the last throw of the dice if the prospect is unwilling
to commit.
a) Indifferent attitude : Act as if you have nothing to lose but the prospect
might lose on an opportunity. Remember we are selling and not begging. If you
Plead too much, prospects tend to lose respect for you and what you represent.

b) Fear of loss : Use third party examples to show prospects that might miss out
on an offer like the last prospect who said no then he regretted that. For e.g.
“Last month I offered a prospect the same deal with this royalty and he denied
, later he regretted because someone else wrote that book. In the end we regret
only things we don’t do right?”
contd…
Selling Skills - 5 Steps to sales

Contd…
C) Sense of urgency – Create the “need for speed” by telling the
prospect that “Many other prospects are considering, but we think you are
the most suited to take this up….”

D) Greed Factor – Show the prospect benefits of the deal and sell
them dream, fame and financial rewards…
8 Habits to Success
 Have a great attitude
Having a great attitude does not necessarily mean having the
right attitude. Albert Einstein once said “ I am not a smart man, I try
not to do stupid things”. Understanding the concept beyond that we
can never do all the right things but we can identify all the wrong
things we do and eliminate them. That defines a great attitude .
 Be on time
Not only punctuality is important. How you time your actions also
matters. Most of the wrong things are actually the right things at the
wrong place and wrong time. Never wait for an opportunity, create
one. Clock belongs to the society but the time belongs to you, so
don’t waste it.
8 Habits to Success
 Be prepared
Always prepare yourself before you initiate anything. Visualize
how, when, what and why are you going to begin. Life is simpler that
way. Also believe in the law of survival “hope for the best, prepare for
the worst.” More than regretting past and worrying about future its
important to live in the present.

 Work full territory


Always keep an eye on your resources that surround you.
Everything around you that is tangible can have more than one use.
Learn from your peers there may be things you already know but you
would be surprised to know how different people perceive and express
differently. Learning and time are eternally perpetual.
8 Habits to Success
 Work full time
Practically no one works 9hours a day 6 days a week. What is more
important is even if you do not work the given time, ensure you give
your best in the time frame you promised yourself. Never compromise on
self set targets. As they say “work while you work, play while you play”

 Protect your attitude


Temptations are everywhere. One can easily be distracted from the
first 5 habits of success. Success as they say is not about accepting one
challenge. It is about accepting many challenges to achieve one goal over
and over again. Spider knows best about protecting self-attitude.
8 Habits to Success
 Know why you are here and where you are going
Always ask yourself the question “why” to everything that you do.
If you cant then you don’t know what you are doing to stop right there.
But if you know why you are doing whatever you are doing always ask
the next question “where will this lead me in the long run?”
If you are convinced you will not regret your decisions ever. This keeps
the smile on your face.
 Take Control
Once you follow the above steps its easier to have a control over
yourself and later on the surroundings. Leadership is not a freedom it’s
a privilege that you earn over a period of time with a proper knowledge
of having the right attitude.

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