Selling & Non-Verbal Communication

8/13/2019 Selling & Non-Verbal Communication

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SELLING & NON VERBAL

COMMUNICATION


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Non-Verbal Communication

Non-verbal communicationincludes facial

expressions, eye contact, tone of voice, body

posture and motions, and positioning withingroups.


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Importance of Non-Verbal

Communication

Communication researcher found that only 7% of

a messages effect are carried by words; listeners

receive the other 93% through non-verbal means.

Birdwhistell suggested that spoken words

account for not more than 30-35% of all our

social interaction.

Over 65% of social meaning of the message wesend to others are communicated by non-

verbally.


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Types of Non-verbal Messages

A. Body Language

B. Clothing

C. Voice or ParalanguageD. Space & Distance; or proxemic factors

E. Color

F. Time or chronemicsG. Touch or haptics


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Non Verbal Communication and Selling

Making a sale requires effective communication with the

prospect; not just the use of words but total body presence.

Body language can offer clues to tell us how well a sale is

going.

Our body gives off warning signals that things areor

arentgoing well.

All of these communication signals are conveyed to anyone

you are talking to and your presentation or meeting canbecome a memorable event or a dismal failure depending on

the empathy established.


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Continue

A check of the following list will help you see that learning to

read body language will help you to sell betterand more.

Everyone experiences first impressions dailygood andbad.

It is generally agreed they are extremely important in theselling profession.

What some salespeople fail to realize is the need to create agood first impression every time!


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Continue

Prospects dont have to be polite, like you and listen to what

you have to say.

As a salesperson, however, you are required to do these things

if you want to succeed.

Remember that the friendly person you met yesterday can bethe ogre of today. However, the impression you give and the

attitude you exude can rub off.


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Body Language


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Misinterpretation = Trouble??

Lost business


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Troubles

Conflict with peers

Different work styles

Wrong assumptions


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Trouble.

Misinterpretation of

signals

Can be BIG trouble Legal trouble

Do you know how to

act or are youconfused?


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BODY LANGUAGE

PHYSICAL APPEARANCE

Realize the importance of physical appearanceyourcustomers and prospects do!

Your appearance and the materials you have with you are bothsales tools.

Slumping in a chair or having a spot on your jacket can takethe persons attention away from what you are saying. So can

playing with a pen or fixing your hair.

Look successful and relax.


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Color

Choice of color


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BODY LANGUAGE

FACIAL EXPRESSIONS

The face is said to be capable of over 250,000 differentexpressions! People are more aware of these silentmessages than you realize.

You might say Im glad you brought that up,as a meansof exploring an objection further. But if you say it with

your jaw set and your mouth nothing but a thin line, youare obviously annoyed and the prospect may go on thedefensive.


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Looking

How long do you look?

Staring- dehumanizes or challenges

Glances - socially acceptable timing Appraisal- may indicate interest

Do you look when you talk?

Do you look when you listen?


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Interpreting Body Language


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Clothing and artificial Communication


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Voice and Paralanguage


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BODY LANGUAGE

TONE OF VOICE

Your tone of voice has a greater range than you

might think. It can go from warm to cold in amatter of seconds.

You dont have to speak with a smile all the

time, but you can indicate interest andenthusiasm with the right inflections and create apositive climate throughout the meeting.


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BODY LANGUAGE

BE VOICE CONSCIOUS

Everyone has speech habits that hinder effectivecommunication. For instance, some people will

say I see whenever the prospect has finishedspeaking. And then there are the ah-h-h andwells that pop up from time to time.

Many people just arent aware they say thesethings. If youre not certain of your own voice

behavior, practice with a tape recorder.


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BODY LANGUAGE

It is impossible for a person to smile and

be mad at you at the same time.

It is up to you to add that smile

to the meeting by making sureyour body language shows enthusiasm.


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When you invade my space

Reactions to an

invasion of your

space Feel troubled

Get defensive

Become aggressive Retaliate


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Touch/Haptic Communication

Haptic communicationis the means by which peopleand other animals communicate via touching.

Touch is an extremely important sense for humans; aswell as providing information about surfaces andtextures

it is a component of nonverbal communication ininterpersonal relationships, and vital in conveyingphysical intimacy.

It can be both sexual (such as kissing) and friendly(such as hugging or tickling).


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Time / Chronemics

Chronemics is the study of use of time in non verbal

communication. The way we perceive time, structure our time

and react to time is a powerful communication tool, and helps

set the stage for the communication process.

Across cultures, time perception plays a large role in the

nonverbal communication process. Time perceptions include

punctuality, willingness to wait, and interactions. The use of

time can affect lifestyles, daily agendas, speed of speech,

movements and how long people are willing to listen.


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Do you know what you are saying?

Selling & Non-Verbal Communication

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