Essential Communication & Body Language Tips
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Transcript of Essential Communication & Body Language Tips
ESSENTIALcommunication
BODYlanguage
That willBOOSTyour
SALES
with Steve Benson Badger Maps
www.badgermapping.com
TABLEOF CONTENTS
First impressions
Connecting Empathy / Steelmanning
Listening
Body language Mirroring / Dress for Sucess / Feet / Hands
Speaking Small talk / Less is more / Scripts
Confidence
Vocal
Attention
1
2
3
4
5
6
7
8 www.badgermapping.com
It only takes a
1/10th of a second for people to get a
first impression
– Princeton psychologists J. Willis & A.
Todorov
First Impressions www.badgermapping.com
● People will remember their first impression & the last thing you say to them, so make sure to leave a great impression both times
● Even if you can’t close a deal this time, the customer will remember you in a good light and knows that they can come back to you in the future
Always leave a GREET & leave mannerly
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CONNECTING
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Find common experiences & use premature ‘We’
Use their first name
Compliment them
1
2
3
– it makes people feel like you belong to the same group and that
you can relate to their problems
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& make them
feel in control of the conversation
Let them talk more
Get a better
understanding...
… of how they could benefit from your product
Feedback
1
2
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EMPATHY
Let them talk first & don’t make assumptions
Every customer is different
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Sometimes customers hide some facts or lie & you don’t know why.
Jumping to negative conclusions will color the rest of your interactions in a bad light
However, you should always ASSUME GOOD INTENT
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“Try to avoid the urge to react or defend, desperately seeking the quick positive response..
… look for the opportunities to demonstrate to your customers
that you truly understand them and that you are an ally and not an enemy.”
– Paul Martin
INSTEAD
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STEEL- MANNING
Instead of starting to defend
yourself immediately,
show that you realize where
they’re coming from. Then
present your idea again.Take their negative argument, summarize as favorably as
possible
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LISTENINGACTIVE
PAY ATTENTION & LISTEN ACTIVELY
Listening well is a far
more important skill
than speaking well
Be open to the idea
that you might not
have an answer
When the prospect
has completely
finished talking,
make a short
summary www.badgermapping.com
Ask open-ended questions to learn more about your customer
DON’T JUST REPEAT what they said;
prompt them with MORE QUESTIONS to get a better overview
Use yes/no questions
only for finding out facts & leading the discussion
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ACTIVE LISTENING
Let them think they’re in control of the conversation
Tilt your head when listening to them – looks like you’re
paying close attention
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LANGUAGEBODY
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they’re relaxed DON’T be uptight
Creates trust & an atmosphere of ease
Ifthey’re humorous BE upbeat
they want to go straight to business DO that
However keep it subtle because it could backfire
MIRRORing
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Use their words to explain your ideas
They have attached their personal meaning & image to these words,
you using them makes the pitch more personal
MIRRORing
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Remember: 1/10 sec for first impression
Always keep your clothes clean and neat
Keep your makeup low-key, customer shouldn’t notice it
Ensure that you smell good, your hair and/or beard is in
a decent condition
People find similarly dressed others more
likeable & trustworthy
DRESS FOR SUCCESS
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Feet close together is seen as a timid stance whereas feet far apart displays confidence
Don’t invade personal space
– if they step back, don’t step forward, it’ll make them uncomfortable)
Standing toe to toe feels confrontational, but having your torso facing them shows full attention
www.badgermapping.com
Presenters who had their palms facing down or used finger-pointing were described as authoritative and commanding,
whereas speakers presenting exactly the same content were titled as easy-going and laid back
HANDS
Speak with your palms facing
upwards
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HANDSHAKE
In western cultures a firm handshake means character, honesty, quality & trustworthiness
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●
●
HANDSHAKE
Full contact with palms touching: The palms of the hands are read subconsciously for messages of honesty and self-disclosure
Equal handshake:
Thumbs on top, not with your palm facing up-or downwards (displays submissiveness & dominance)
Matching firmness:
Grip as tightly as your partner
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Fidgeting, looking away and touching your face makes you feel insincere & untrustworthy
Most importantly: don’t forget to Smile & Nod
Use eye contact & occasional big gestures to emphasize your points
Otherwise keep gestures limited since they might come across as intimidating
Whatever you do, stop checking the clock and your phone
BO DY
LANGUAGE
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EYE CONTACT
You should be 100% familiar with your product and use simple language, because scientists from Kyoto University in Japan found that we're not actually awkward,
our brains just can't handle the tasks of thinking of the right words and focussing on a face at the same time. www.badgermapping.com
WHY SHOULD
YOU KEEP EYE
CONTACT?
Asserts dominance
Makes you sound more
honest, passionate &
open
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HOW do you KEEP EYE
contact?Pick a handful of people in different
places and switch among them, this way, the people around your chosen
ones will also feel like you look at them
Look at everyone and switch the person every 3-5 seconds
If the audience is small:
If the audience is big:2
1
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Click Here
Want more Communication
& Body Language Tips ?
to Boost your Sales!
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SPEAKING
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Northern Europeans mostly avoid small talk whereas Americans
love small talk
Not everyone likes it, be sure to know your prospect’s cultural background
SMALL TALK
Creates an ease of atmosphere if people
like it
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After asking a question, let it set in. - Don’t keep on talking
SILENCE [less is more]
Chances are, they’ll feel awkward & start talking even more, giving you more info to work with
Filler words make you sound unsure; make pauses instead
Wait a couple of seconds after the customer has finished talking
You know..
like
uhhwww.badgermapping.com
keep it personal
DON’T overload them with ALL the DETAILS
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Customers will take the role of a calm, patient, kind teacher and engage more in the conversation
Know what you’re talking about, but also know what you don’t know
STRATEGY #1
Don’t portray yourself as the industry expert but as a curious student; that approach is more appealing to buyers
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STRATEGY #2Paint the image of the customer’s life with your product
Talk about their current unhappy reality & the great future your product will bring
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Watch Nancy Duarte uncovering
THE SECRET STRUCTURE OF GREAT TALKS
Nancy DuarteCEO, presentation designer
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Answers to most critical questions
Important, but shouldn’t
be learned word-by-word
SCRIPTSControversial - BUT useful when in doubt
You don’t want to sound
like a robot
Elevator pitches Presentations
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CONFIDENCEwww.badgermapping.com
HOW TO GROW CONFIDENCE
Start or end your days with
listing the things you’re grateful for
Noah Kagan on success:
http://blog.close.io/noahkagan
Change body positions from low power to
high power ones (start video from
10:20)
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Body Language
Vocal
Tone of Voice
Express Yourself with Confidence
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Record your successes & failures
Set weekly goals
Set unimaginably huge goals & be okay with failing to accomplish them
How toGROW
CONFIDENCE
1
2
3
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VOCAL
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SENTENCE LENGTH● It’s difficult to process long
sentences, pace them slowly, if you use them
● Short sentences sound muchmore natural
ENUNCIATION● Calm & confident
● Varying intensity & quality
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VOLUME● Loud enough to ensure clarity
● Quiet enough not to be
intimidating
SPEED● Make pauses
● Calm but rhythmical
● Conveys your enthusiasm, passion, etc.
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ATTENTIONwww.badgermapping.com
Average human attention span has fallen from 12 seconds in 2000, or around the time the mobile revolution began, to 8 seconds.
Use short summaries & teasers to quickly get your message across
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Use simple visuals to catch prospects’ attention better
Colors affect mood:
83% of the information our brains process comes in through our sense of sight
Blue hues calm people
Yellows create an open atmosphere
Greens relaxReds & blacks create a sophisticated feeling
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