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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?