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 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 we send to others are communicated by nonverbally.

Types of Non-verbal Messages

A. B. C. D. E. F. G. Body Language Clothing Voice or Paralanguage Space & Distance; or proxemic factors Color Time or chronemics 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 arentgoing 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.

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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 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!

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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 be the ogre of today. However, the impression you give and the attitude you exude can rub off.

Body Language

Misinterpretation = Trouble??
Lost business

Troubles
Conflict with peers

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?

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 persons attention away from what you are saying. So can playing with a pen or fixing your hair. Look successful and relax.

Color
Choice of color

Masks We Wear
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 Im 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

Clothing and artificial Communication

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 dont 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 wells that pop up from time to time. Many people just arent aware they say these things. If youre 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 dont 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

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?