Communication skills to influence clients
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Sutton University Sales and Marketing Communication Skills Communication Skills to Influence Clients to Influence Clients
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Transcript of Communication skills to influence clients
Sutton UniversitySales and Marketing
Communication SkillsCommunication Skillsto Influence Clientsto Influence Clients
Sutton UniversitySales and Marketing
Be “Other Centered”Be “Other Centered”
The client has got to be the most important thought going through your mind.
Don’t get distracted or try to make yourself the focal point.
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Ask Questions Needing ExplanationsAsk Questions Needing Explanations
Open ended questions that allow the client
to describe different circumstances will
provide you valuable information.
Example: “What did you like best about
your last home?”
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Learn to ParaphraseLearn to Paraphrase
Repeating what you hear your client say is a compliment to your client.
“You mentioned your children like parks. Let me tell you about the park near this home.”
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Nod Your HeadNod Your Head
This is an excellent non-verbal sign that
you are listening and in agreement.
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Never ArgueNever Argue
Remember the adage,
“The Customer is Always Right!”
Arguing with them to prove you are correct will
ultimately lose a sale.
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Don’t InterruptDon’t Interrupt
Let your client finish their statement before answering, even though you probably know the answer.
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Listen IntentlyListen Intently
A way to listen intently is to take notes about
what the other person is saying. Until your
listening skills improve, note taking forces you
to listen better.
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Maintain Eye ContactMaintain Eye Contact
Eye contact is a polite non-verbal communication skill. Looking around or not directly at your client will make you appear
aloof or disinterested.
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SmileSmile
A smile to every client will make them your friends. People have enough stress in their lives. Bring
a smile on their face by putting one on yours.
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Lean ForwardLean Forward
Another non-verbal communication skill that shows you are interested in what is being
said. Make sure you provide enough space to not infringe on the other person’s aura.
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The Art of ApologizingThe Art of Apologizing
This communication skill deflects moments of anxiety and stress. You must be sincere and
specific in your apology.
“If I have been too aggressive in trying to obtain your listing, I apologize. But I wanted to exhibit a behavior that showed you how much I want your
listing and how hard I will work.”
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Give SpaceGive Space
People don’t want to be pressured. They will follow you when you provide them with
enough information to make a decision.
Give space and lead them to decisions.
“I think if you decide on this home, you won’t be disappointed in the area or the price.”
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Share Your FeelingsShare Your Feelings
People communicate better when they tell how they feel. Getting clients to this
emotional position will always get them to make a decision.
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Communication is a SkillCommunication is a Skill
Practice the listening skill first
Place yourself in their shoes
Get an agreement from them that you are understanding what they are saying
Always do as you say
