COMMUNICATING EFFECTIVELY

Chapter 4

Communication to me is,………

Effective Communication can,….

http://video.google.ca/videoplay?docid=-109358107575560791&total=42&start=0&num=10&so=0&type=search&plindex=9

Sales Communication as a Collaborative Process

What’s the difference between “talking at the customer” and “talking with the customer”?

Provide an example!

Listening Skills Inventory Exercise

How do you measure up?

Effective Listening – page 95

How Well Do We Listen?

People use 1/4 of their listening capacityPeople use 1/10 of their memory potentialPeople forget 1/2 of what they have heard

within eight hoursEventually, people forget 95% of what they

have heard unless cued by something later onPeople usually distort what little they do

remember

Visualize

EncourageBuyer to Talk

Make NoAssumptions

Paraphrase& Repeat

MonitorNon-Verbal

PayAttention

Verbal Communication: Listening

Effective Active Listening

Types of Listening

Marginal/Social Listening Recipients hear the words but are easily distracted

and may allow their minds to wanderEvaluative/Serious Listening

Listeners are concentrating on what is being said but do not sense what is being communicated nonverbally or through more subtle verbal cues

Active Listening A process in which the listener receives messages,

processes them, and responds so as to encourage further communication

SIER Hierarchy of Active Listening

Res-ponding

Evaluating

Interpreting

Sensing

Understanding the Superiority of Word Pictures

Generate a mental picture in the receiver’s mind.

Use words and phrases that convey concrete and detailed meaning.

Integrate relevant visual aids into verbal communication.

“Tropicana juices are bursting with flavor.”

“This new system will increase weekly production by 2,100 units.”

“As you can see by this chart . . . .”

In-class Exercise – Arco Company