Communication

Skills in Selling

Subtopics

Selling Trends 3: How

the Best Salespeople

Read Body Language

Exploring Trends 3:

Communication Skills

for Salespeople

Shared Communication in

Sales Conversation

Verbal Communication:

Questioning

Verbal Communication:

Listening

Non Verbal Selling

Communication Skills for Sales Professionals — page 3

Hello!

We are Group 2

Im, Joseph, Jerot, Paul, Lennard & JM

Communication Skills for Sales Professionals — page 4

Shared Communications in

Sales Conversation

Let’s start with the first set of slides

Communication Skills for Sales Professionals — page 5

“The world of sales

conversation is too

complicated and requires

complete attention even

to the smallest details

particularly those which

may have an immense

impact.”

Communication Skills for Sales Professionals — page 6

Sales Conversation

An interactive dialogue.

A two-way process where both salesperson &

prospect explore & work together & co-produce

solutions anchored in their present challenges &

goals.

Communication Skills for Sales Professionals — page 7

The Trust Process in the Sales Conversation

Trust is potentially the most powerful driver of

customer buying behavior, particularly for intangible services.

Customers focus less than salespeople consider on

evaluating solutions & more than they reflect on assessing

trust.

Customers do not trust themselves to be experts, so

they want professionals they feel that they can trust & those

are the salespeople.

Communication Skills for Sales Professionals — page 8

Engage

Listen

Frame

Envision

Commit

Trust Development

Process

Communication Skills for Sales Professionals — page 9

Trust Development Process

Engage

A process

wherein you approach the

customer into an open

conversation about issues that

are essential.

Listen

Identifying the

vital & genuine signs to the

customer to gain the right

information.

Frame

The true core

issue, not including any

language of blame, Takes risks

to discover sensitive issues.

Envision

Is wherein you

visualize the possibilities, if it

is a win-win situation,

identifying outcomes &

consequences after the decision

making process, benefits &

risks in the future.

Commit

Being able to take

action of the next steps that

entail important commitment &

movement on the part of each

party.

Communication Skills for Sales Professionals — page 10

6 Stages in the Sales Conversation Process

Set the Agenda

Collect Assumptions

Discover the Truth

Nods of Understanding

(Paraphrase)

Discuss Solutions

Actions & Next Steps

People make purchases

depending on the perception of

value, it is not how they perceive

the products or services.

Communication Skills for Sales Professionals — page 11

Set the Agenda

This is the initial meeting which is all about

framing the process for success and setting both

the agenda and the tone. This is making certain

that the salesperson and the customer are

together in the same room for the right reasons.

Communication Skills for Sales Professionals — page 12

Solving the problem

Exploring the possibilities

Discovering the reason/for the un resolve

problem

Discussion of the current situation, exploring

some challenges and outlining a new direction

Communication Skills for Sales Professionals — page 13

Collect Assumptions

This second step involves eliciting assumptions

coming from the potential customers using

questioning. The ability of the salesperson to

raise the best questions will significantly raise

the success of his appointments. He must be

trained and practiced in question so that he may

not jump into solutions very quickly lacking the

complete understanding of the problems

Communication Skills for Sales Professionals — page 14

What is taking place in your business right now?

What are the challenges in the way?

Why are we working on this specific project?

What happens if you don’t do this?

What happens if you move this forward and it does not work?

Who are the important people in the process and what would they say?

What have you explored in the past?

If it has not worked, why not?

What could get in the way of making this successful

What are some of the worries?

What are the potential risks?

Why is now a good time to be considering this?

What has been holding you back?

What are your instincts saying?

How would your business be affected if this went forward and worked?

Communication Skills for Sales Professionals — page 15

Discover the Truth

An interactive dialogue.

A two-way process where both salesperson &

prospect explore & work together & co-produce

solutions anchored in their present challenges &

goals.

Communication Skills for Sales Professionals — page 16

Is this assumption indeed true?

Is this really the most important point to

consider?

How do we know that this is true?

Do we have any proof to support this?

Is there anyone we need to speak to that has

more data we should explore?

Communication Skills for Sales Professionals — page 17

Nods of Understanding (Paraphrase)

Good salespeople are well-versed at questioning,

listening, listening, and paraphrasing. however ,

effective salespeople make use of these skills in

making the prospect the hero through replaying

their stories. Salespeople here should have

completed a great job of outlining the situation

and challenges

Communication Skills for Sales Professionals — page 18

The situation - This is where the prospect connects with the

salesperson and environment of the story

The Complications(s) - Here the problem/s of the prospective

customer (hero) being faced is discussed. It is also a great place

for the salesperson to be vulnerable.

The Turning Point - This is the AH-HA moment of the moment of

sudden realization, inspiration, insight, recognition, or

comprehension of something

The Resolution - What the future holds, a new way forward, and a

vision of success is discovered here.

Communication Skills for Sales Professionals — page 19

Discuss Solutions

In this stage, the salesperson can already

demonstrate his insights, provide information about

his company, products, services, and pricing. Simply,

the prospective customer mus know that only the

salesperson knows how to make a solution to his

problem. The salesperson should always remember

that he is the ultimate value. Hence, he must not

unload his product and company information very

early.

Communication Skills for Sales Professionals — page 20

Actions & Next Steps

Almost certainly, this is the most critical of all

the steps.

Communication Skills for Sales Professionals — page 21

Is the salesperson asking for assurance to a next step?

Is the salesperson asking the prospective customer to take action

without driving him very far out of his comfort zone

Is the salesperson setting many commitment objectives to allow

the prospective customer to move the process further in

different ways

Is the salesperson simply allowing the prospective customer to

tell him “Let me go home and think about it?” And then later flood

the prospective customer with worthless follow up

Communication Skills for Sales Professionals — page 22

“VERBAL COMMUNICATION QUESTIONING”

People normally gather information as a basic

human activity. Information is very useful in

learning, in solving problems, in making

decisions and understanding each other more

clearly.

Communication Skills for Sales Professionals — page 23

Questioning is a critical input to gather more

information. It is a basic requirement for a

successful communication particularly

interpersonal. Everyone ask question, especially

when engaged in conversation.

Communication Skills for Sales Professionals — page 24

The communications skill of salespeople is vital to

determining the chances of a sale starting from

opening pitch to closing statements. Well-developed

questioning,vocal, and converstional skill could help

gain trust and establish credibility by questions can

gain steps for salespeople to move customers

through the selling process. Here are several types

of questions that can help salespeople in the sales

process, which are

Communication Skills for Sales Professionals — page 25

Assessment questions - These are wide-ranging and

basic knowledge questions intended to be non-

intimidating and to ignite conversations. Assessment

questions draw out realistic information about the

customer’s present situation that can supply a

source for more discoveries and inquiries.

Discovery questions - these questions bring to light

and explore more details required for clarification

and knowing customers problems.

Communication Skills for Sales Professionals — page 26

Activation Questions - The implied or recommended

needs that may be obtained from discovery questions

are not typically enough to win the sale. Believing

that a specific problem does not cause any

considerable harmful consequences, a prospective

customer may show little motivation to solve it.

These activation questions may assist the customer

to reasonably assess the complete force of the

implied need.

Communication Skills for Sales Professionals — page 27

Projection Questions - Basically these questions are

the follow-ups of the activation questions.

Projections questions intend to let the prospective

customers foretell the result if the problems or

needs are not actually present. These questions

center on the benefits to be obtained from solving

the problem/s. The prospective customer is able to

ascertain the significance of executing a solution

based on his perspective.

Communication Skills for Sales Professionals — page 28

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Communication Skills for Sales Professionals — page 29

Transition Questions - The shift from needs

detection and activation into the presentation and

demonstration of the anticipated solutions features,

advantages, benefits is smoothened by transition

questions. The aspiration to find a solution and

consent to the salesperson to progress with the

selling process is substantiated using these question.

Normally, these questions are closed-end and

evaluative in format.

Communication Skills for Sales Professionals — page 30

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