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Not many professions are deprived of much human contact or are a sole endeavor. Most of the jobs done in the human world involve some sort of human interaction or teamwork. In such professions, the inevitability of human interaction requires professionals to develop a skill that is the key to success. That skill is Communication skills. Communication skills are the set of skills that enhance the ability to convey or share ideas and feelings effectively. In order to develop a successful career in any field in this day and age, one must possess this skill. When it comes to sales, communication skills are the holy grail of success and thus must be inculcated in the curriculum vitae of every salesperson. Communication skills don't only involve the combination of the right words for expressing feelings. It also involves demeanor, body language, and intuitive reactions. A combination of these things together is also known as soft skills. Soft skill development is encouraged by several organizations and educational institutions and thus they also organize soft skills programs within their organization to infuse people with this precious ability. One of the most important aspects of communication skills, which is very frequently overlooked even in the most professional of organizations is Emotional Intelligence. Emotional Intelligence is the capacity to be aware of, control, and express one's emotions, and to handle interpersonal relationships judiciously and empathetically. Emotional intelligence is the basis on which one can compassionately understand another human being and thus act in a way to make him feel comfortable. This skill is now slowly being recognized by the professional world and thus is encouraged in the sales world to be inculcated. There are several expert books on emotional intelligence that can be studied by sales professionals to up their game in closing deals with clients as well as keeping them happy and satisfied. There are several reasons for which the importance of communication in sales is unmatched. Let's discuss them further below. Improves Client RelationshipsGood communication skills in sales are a boon for building a good client relationship. It has proven extremely effective in practice and helps build trust and long-lasting relationships with clients. Encourages InnovationCommunication skills also help salespersons develop an attitude for innovation in the field. This skill helps inculcate versatility and innovative ways to sell products or services. Boosts Employee ConfidenceCommunication skills boost confidence in employees very effectively and show a visible change in their performance. Increases EffectivenessSales become an easy task with a command over-communicating language and attitude. The annual goals are thus more effectively achieved after cultivating this skill. Increases GoodwillLastly but most importantly, the representation of a brand is done by sales personnel. Having a good command over this skill helps elevate the goodwill of an organization to a new height. For these benefits, it is of utmost importance to inculcate communication skills as sales personnel. Doing this will increase the chances of success by ten folds and elevate the pride of your organization to a new height.
The Behavioral Styles® model is an easy-to-use tool for assessing the behavioral characteristics that fall within four distinct customer communication styles: Talker, Doer, Controller and Supporter. Does communication style matter when it comes to sales? More than you might expect. Studies show that over 80% of customer dissatisfaction is rooted in emotional issues rather than intellectual ones. Features and benefits matter, but trusted relationships, built on strong emotional bonds, are what really make the difference. And those emotional factors are often rooted in how effectively a salesperson or service rep is able to understand customer communication styles and connect with the customer right out of the gate. How Communication Styles Set The Tone For Customer RelationshipsA lot of selling and communication happens during the first few seconds of contact with the customer. Feelings and perceptions are quickly formed and can become lasting ones. The challenge is that sometimes these messages don’t come across as intended, because each of us views life through different-colored lenses. Our experiences, education and acquired perceptions cause us to think in various patterns, and as a result, two people can view the same information and interpret it in entirely different ways. What seems to-the-point and efficient to you might be viewed as cold and abrupt to someone else. You may pride yourself in your quick decision-making and eagerness to jump in and solve problems, but your customer could feel like they’re being steamrolled. Successful sales and service professionals focus on understanding these differences in communication style as an important first step toward making emotional connections with their customers. The words people use, tone of voice, cadence, gestures and facial expressions can all tip us off to some of these differences, but the Behavior Styles Model, which categorizes behavioral characteristics within four distinct communication styles, is a great tool for applying this in practice. It provides a common framework and, along with the Behavior Styles assessment, gives us insights about what different people care about, what motivates them and how they prefer to interact. Once you know your own natural style and how it interacts with others’, you can then adjust your thinking and responses to be more customer-focused and communicate most effectively for that person’s needs. The more you practice, the more you’ll be able to pick up on these differences and relate to your customers on a deeper, more meaningful level. How To Identify Which Of the 4 Communication Styles Apply To Your CustomerWhile sales and service professionals can take the assessment to confirm what their own style is, they can also learn how to pick up clues about their customers’ communication styles to quickly establish rapport, understand their issues and meet their needs — both on an emotional and an intellectual level. Here are some of those clues to look for:
Communication Tips for Creating Emotionally Satisfied CustomersSince emotionally satisfied customers are the ones who will be willing to buy multiple products, pay a premium for your offerings and refer your organization to other people, it’s important that your team knows how to create strong relationships. Using the Behavior Styles as a framework, here are some relationship-building tips that will ensure your sales and service professionals are communicating in a way that’s customer-focused for each individual customer: Doers:
Controllers:
Supporters:
Talkers:
Tips For Creating Satisfied Customers With Each Of The 4 Communication StylesSince emotionally satisfied customers are the ones who will be willing to buy multiple products, pay a premium for your offerings and refer your organization to other people, it’s important that your team knows how to create strong relationships. Using the Behavior Styles as a framework, here are some relationship-building tips that will ensure your sales and service professionals are communicating in a way that’s customer-focused for each individual customer: Communicating With The Doer Communication Style:
Communicating With The Controller Communication Style:
Communicating With The Supporter Communication Style:
Communicating With The Talker Communication Style:
Learn more about the different Behavior Styles and the role increasing communication style effectiveness can have on team productivity. |