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Communication

Skills in Selling
Subtopics
- Shared Communication in - Selling Trends 3: How
Sales Conversation the Best Salespeople
- Verbal Communication: Read Body Language
Questioning - Exploring Trends 3:
- Verbal Communication: Communication Skills
Listening for Salespeople
- Non Verbal Selling

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Hello!
We are Group 2
Im, Joseph, Jerot, Paul, Lennard & JM

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1.
Shared Communications in
Sales Conversation
Let’s start with the first set of slides
“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.”

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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.

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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.

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Trust Development
Process
Listen Envision
Engage Frame Commit
Trust Development Process
Engage Listen Frame
A process Identifying the The true core
wherein you approach the vital & genuine signs to the issue, not including any
customer into an open customer to gain the right language of blame, Takes risks
conversation about issues that information. to discover sensitive issues.
are essential.

Envision Commit
Is wherein you Being able to take
visualize the possibilities, if it action of the next steps that
is a win-win situation, entail important commitment &
identifying outcomes & movement on the part of each
consequences after the decision party.
making process, benefits &
risks in the future.

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6 Stages in the Sales Conversation Process
People make purchases 1. Set the Agenda
depending on the perception of 2. Collect Assumptions
value, it is not how they perceive 3. Discover the Truth
the products or services. 4. Nods of Understanding
(Paraphrase)
5. Discuss Solutions
6. Actions & Next Steps

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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.

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> 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

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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
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> 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?

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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.

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> 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?

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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

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> 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.

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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.
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Actions & Next Steps

> Almost certainly, this is the most critical of all


the steps.

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> 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

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“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.

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> 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.

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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
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> 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.
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> 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.
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> 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.
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Credits

Special thanks to all the people who made and


released these awesome resources for free:
> Presentation template by SlidesCarnival
> Photographs by Unsplash

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> 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.
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