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Communication Skills
What is Communication
Communication is a two-way process of reaching mutual
understanding, in which participants not only exchange
information, news, ideas and feelings but also create and
share meaning.
In general, communication is a means of connecting people
or places.
Communication History
In order to make communication more effective
there are few things that needs to be kept in mind
6 Essential Communication Techniques
 Language
 Tone
 Body Language
 Eye Contact
 Smile
 Communicate to help
Communication Essentials
Language
Simple Language
The language that you
use can totally change
the message that is being
given to the customers.
Language barrier can
always be a threat to
communication hence
the language used to
communicate must be
simple & easy to
understand.
Tone
Throughout the
communication the most
important factor that has
to be taken care is the
tone of the speaker.
The tone used while
communicating changes
the entire meaning of the
communication.
A simple answer to a
query of customer can
sound rude or aggressive.
Body Language
Body language needs to
go along with the
communication.
Looking bored or
uninterested doesn’t give
the right impression to
customers.
Dealing with customers in
a confident manner will
make look things more
professional.
Always maintain the
positive body language.
Smiling and Energetic.
Eye Contact
Always make eye contact
with the customers when
you are talking to them.
This will make you appear
interested in what they
are saying.
Eye contact while
communicating builds
trust and confidence in
the mind of the
customers.
Makes you more
approachable and
friendly.
Smile
Nobody wants to be served by a VBA who
looks serious angry or uninterested.
Customer wants to feel welcome and at a
right place for their need.
Smile engraves confidence in the
customer and makes them positive
initially.
Smile is one of the best mode of
communicating with the customers at
the first instant.
Communicate To Help
Its not always possible to
know everything and
answer all the questions
of the customer, but even
if you are not the right
person ensure that you
take the customer to the
right place and right
person.
Never just show the way
to customer infact always
accompany him/her to
keep him more
comfortable and
confidence.
Listening is very important for communication.
VBA must an active listener, try to understand the customer needs and problems.
Sender Message Receiver
Feedback
VBA should explain every feature to customer in easy language.
He must check about the customer needs and knowledge.
VBA should also demonstrate the feature to have effective communication.
Our focus should be on FEEDBACK COLLECTION.
Explaining the features is not enough.
VBA should also check if the customer understands it.
Communication Skills
Ears
E
A
R
S
Explore by asking questions
Affirm to show you’re listening
Reflect your understanding
Silence when listening
Effective Communication
Effective Communication
Communication is not
communication until it is effective
and is backed up by a feedback.
In order to have effective
communication with the customer
the VBA’s should follow certain
guidelines
Some important guidelines to
make communication more
effective with the customer
 Listen
 Give Solutions
 Read Body languages
 Match Customer’s Tone
 Greet & Depart properly
Listen
When meeting with a customer, remember
there are two parties and that
communication should go in both
directions.
Don’t just talk (and risk talking yourself out
of a sale); listen – and listen so well that
the customer feels understood and heard.
Listening
Understanding
Probing
Suggesting
Sales
Give Solutions
To improve sales, your communication
should be full of expert advice.
Recommendations and resolutions so the
customer will think of you not just as a
salesperson but as a problem-solver.
If the customer is much relaxed
being extreme formal is not good.
If the customer is humorous being
serious is not a choice at all.
Read Body Languages
A salesperson can gain an advantage
by reading body language of the customer.
Non verbal communication which includes
various signs and hints from the customers
about the product likings & disliking's.
VBA should focus on identifying
these hints and communicate
further in accordance to the same.
This would lead in sale in an
effective manner.
Match Customer’s Tone
It’s always good to communicate in the tone in
which customer’s are communicating.
This results in building trust & confidence in the
customer and it also makes them feel more
comfortable.
If the customer is much relaxed being
extreme formal is not good.
If the customer is humorous being serious
is not a choice at all
Greet And Depart Properly
Whether you close a deal or not,
always be warm, inviting and sincere
with the prospect, greeting them in a
personal way and leaving the same.
“Today’s prospect might be
tomorrow’s customer.”
People tend to remember the first
impression and the last thing you say
to them,
so make a good impression at both of
these points, even if you haven’t
closed,
and it might inspire them to contact
you in the future.
THANKYOU!

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Communication skill by Moin Khan

  • 2. What is Communication Communication is a two-way process of reaching mutual understanding, in which participants not only exchange information, news, ideas and feelings but also create and share meaning. In general, communication is a means of connecting people or places.
  • 4. In order to make communication more effective there are few things that needs to be kept in mind 6 Essential Communication Techniques  Language  Tone  Body Language  Eye Contact  Smile  Communicate to help Communication Essentials
  • 5. Language Simple Language The language that you use can totally change the message that is being given to the customers. Language barrier can always be a threat to communication hence the language used to communicate must be simple & easy to understand.
  • 6. Tone Throughout the communication the most important factor that has to be taken care is the tone of the speaker. The tone used while communicating changes the entire meaning of the communication. A simple answer to a query of customer can sound rude or aggressive.
  • 7. Body Language Body language needs to go along with the communication. Looking bored or uninterested doesn’t give the right impression to customers. Dealing with customers in a confident manner will make look things more professional. Always maintain the positive body language. Smiling and Energetic.
  • 8. Eye Contact Always make eye contact with the customers when you are talking to them. This will make you appear interested in what they are saying. Eye contact while communicating builds trust and confidence in the mind of the customers. Makes you more approachable and friendly.
  • 9. Smile Nobody wants to be served by a VBA who looks serious angry or uninterested. Customer wants to feel welcome and at a right place for their need. Smile engraves confidence in the customer and makes them positive initially. Smile is one of the best mode of communicating with the customers at the first instant.
  • 10. Communicate To Help Its not always possible to know everything and answer all the questions of the customer, but even if you are not the right person ensure that you take the customer to the right place and right person. Never just show the way to customer infact always accompany him/her to keep him more comfortable and confidence.
  • 11. Listening is very important for communication. VBA must an active listener, try to understand the customer needs and problems. Sender Message Receiver Feedback VBA should explain every feature to customer in easy language. He must check about the customer needs and knowledge. VBA should also demonstrate the feature to have effective communication. Our focus should be on FEEDBACK COLLECTION. Explaining the features is not enough. VBA should also check if the customer understands it. Communication Skills
  • 12. Ears E A R S Explore by asking questions Affirm to show you’re listening Reflect your understanding Silence when listening
  • 14. Effective Communication Communication is not communication until it is effective and is backed up by a feedback. In order to have effective communication with the customer the VBA’s should follow certain guidelines Some important guidelines to make communication more effective with the customer  Listen  Give Solutions  Read Body languages  Match Customer’s Tone  Greet & Depart properly
  • 15. Listen When meeting with a customer, remember there are two parties and that communication should go in both directions. Don’t just talk (and risk talking yourself out of a sale); listen – and listen so well that the customer feels understood and heard. Listening Understanding Probing Suggesting Sales
  • 16. Give Solutions To improve sales, your communication should be full of expert advice. Recommendations and resolutions so the customer will think of you not just as a salesperson but as a problem-solver. If the customer is much relaxed being extreme formal is not good. If the customer is humorous being serious is not a choice at all.
  • 17. Read Body Languages A salesperson can gain an advantage by reading body language of the customer. Non verbal communication which includes various signs and hints from the customers about the product likings & disliking's. VBA should focus on identifying these hints and communicate further in accordance to the same. This would lead in sale in an effective manner.
  • 18. Match Customer’s Tone It’s always good to communicate in the tone in which customer’s are communicating. This results in building trust & confidence in the customer and it also makes them feel more comfortable. If the customer is much relaxed being extreme formal is not good. If the customer is humorous being serious is not a choice at all
  • 19. Greet And Depart Properly Whether you close a deal or not, always be warm, inviting and sincere with the prospect, greeting them in a personal way and leaving the same. “Today’s prospect might be tomorrow’s customer.” People tend to remember the first impression and the last thing you say to them, so make a good impression at both of these points, even if you haven’t closed, and it might inspire them to contact you in the future.