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SELLING & NON – VERBAL COMMUNICATION

SELLING & NON VERBAL COMMUNICATION

Non-Verbal Communication

Non-verbal communication includes facial expressions, eye contact, tone of voice, body posture and motions, and positioning within groups.

Importance of Non-Verbal

Communication

Communication researcher found that only 7% of a message’s 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 we send to others are communicated by non-

verbally.

Types of Non-verbal Messages

  • A. Body Language

    • B. Clothing

  • C. Voice or Paralanguage

    • D. Space & Distance; or proxemic factors

    • E. Color

    • F. Time or chronemics

  • G. Touch or haptics

  • 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 aren’t—going well.

    All of these communication signals are conveyed to anyone you are talking to and your presentation or meeting can become a memorable event or a dismal failure depending on the empathy established.

    Continue…………………

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

    “read” body language will help you to sell better…and more. Everyone experiences “first impressions” daily—good and bad.

    It is generally agreed they are extremely important in the selling profession.

    What some salespeople fail to realize is the need to create a good “first impression” every time!

    Continue………

    Prospects don’t 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 be

    the ogre of today. However, the impression you give and the

    attitude you exude can rub off.

    Body Language

    Body Language

    Misinterpretation = Trouble??

    Misinterpretation = Trouble?? • Lost business

    Lost business

    Misinterpretation = Trouble?? • Lost business
    Misinterpretation = Trouble?? • Lost business
    Misinterpretation = Trouble?? • Lost business
    Misinterpretation = Trouble?? • Lost business

    Troubles

    Troubles • Conflict with peers • Different work styles • Wrong assumptions

    Conflict with peers

    Troubles • Conflict with peers • Different work styles • Wrong assumptions

    Different work styles Wrong assumptions

    Trouble….

    Misinterpretation of signals

    Can be BIG trouble Legal trouble

    Do you know how to act or are you confused?

    Trouble…. • Misinterpretation of signals – Can be BIG trouble – Legal trouble – Do you

    BODY LANGUAGE

    • PHYSICAL APPEARANCE

      • Realize the importance of physical appearanceyour customers and prospects do!

      • Your appearance and the materials you have with you are both sales tools.

      • Slumping in a chair or having a spot on your jacket can take the person’s attention away from what you are saying. So can playing with a pen or fixing your hair.

      • Look successful and relax.

    Choice of color

     Choice of color Color

    Color

     Choice of color Color
     Choice of color Color
     Choice of color Color

    Masks We Wear

    Masks We Wear • Public Masks – Public smile – Clothing – Putting on my face

    Public Masks

    Public smile Clothing Putting on my face

    Extended territory

    On the road At work

    Can we drop masks?

    BODY LANGUAGE

    FACIAL EXPRESSIONS

    The face is said to be capable of over 250,000 different expressions! People are more aware of these silent messages than you realize.

    You might say “I’m glad you brought that up,” as a means of exploring an objection further. But if you say it with your jaw set and your mouth nothing but a thin line, you

    are obviously annoyed and the prospect may go on the

    defensive.

    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?

    Interpreting Body Language

    Interpreting Body Language
    Interpreting Body Language
    Interpreting Body Language
    Interpreting Body Language

    Clothing and artificial Communication

    Clothing and artificial Communication

    Voice and Paralanguage

    Voice and Paralanguage

    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 a

    matter of seconds.

    You don’t have to speak with a “smile” all the time, but you can indicate interest and

    enthusiasm with the right inflections and create a

    positive climate throughout the meeting.

    BODY LANGUAGE

    BE VOICE CONSCIOUS

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

    say “I see” whenever the prospect has finished speaking. And then there are the “ah-h-h” and “well’s” that pop up from time to time.

    Many people just aren’t aware they say these things. If you’re not certain of your own voice

    behavior, practice with a tape recorder.

    BODY LANGUAGE

    BE VOICE CONSCIOUS

    Speak at a speed that will enable people to hear every word.

    Choose your words so you don’t become known for speaking a lot but saying a little.

    Try to be conversational in your presentation.

    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 sure

    your body language shows enthusiasm.

    When you invade my space

    Reactions to an invasion of your space

    Feel troubled Get defensive Become aggressive Retaliate

    When you invade my space • Reactions to an invasion of your space – Feel troubled

    Touch/Haptic Communication

    Haptic communication is the means by which people and other animals communicate via touching.

    Touch is an extremely important sense for humans; as well as providing information about surfaces and textures

    it is a component of nonverbal communication in interpersonal relationships, and vital in conveying

    physical intimacy.

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

    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.

    Do you know what you are saying?

    Do you know what you are saying?
    Do you know what you are saying?