This document discusses tools for effective communication, including transitional phrases, tie downs, and trial closes. It provides examples of different types of transitional phrases to smoothly transition conversations and acknowledge customers. It also discusses 18 standard tie downs that call for a positive response from customers. Trial closes are described as low-risk attempts to see if customers are ready to buy or clarify pros and cons. The document emphasizes that effective communication requires understanding the audience and goal, and incorporating verbal, non-verbal, and paralinguistic components.
2. The Three Tâs
ï Transitional Phrase
ï Tie Downs
ï Trial Closes
ï Let me reassure you that all I want is to help you regain
Control and Predictability, Let me show you how!
ï If I could show you how we can do this would you
be interested?
ï And getting back control is important âDonât you agreeâ?
3. Transitional Phrases
ï Good conversations are full of phrases that encourage
ï They also are used to keep the conversation flowing
ï Help to soften and personalize communication style
ï Acknowledge you heard the customer and responding
4. ï Consist of smooth short non-intimidating:
ï Comments, questions and responses
ï Convey that you are not going to be:
ï Controlling or threatening
ï Used to have an open dialogue and both acknowledge
and understand the other persons needs
Transitional Phrases
5. Used as a Bridge
ï Transitions enable you to gracefully travel from their
interruption back to your presentation.
ï Here are some examples:
ï Well, I understand that, but...
ï Well, I respect that, but...
ï Well, I appreciate that, however...
ï Well, I'd be surprised if you were at this point, but...
6. Thatâs a Great QuestionâŠ
ï Iâll answer that in a few momentsâŠ
Letâs get back on track
7. Where Do I Use Them?
ï To start or join your thoughts and end a conversation
ï Naturally lead to another idea you want to explore
ï Convey that you are there to advise/help solve problems
8. Opening Conversation Phrase
ï I hope Iâve caught you at a good timeâŠ
ï May I ask, Who recommended you?
ï Could let me know why are you considering solarâŠ
ï In order to help me understand, could youâŠ?
ï Please stop me if you feel the least bit uncomfortableâŠ
ï Would it be convenient toâŠ?
ï Could I (May I) ask you a questionâŠ?
ï I wonder if you could help meâŠ?
9. Time Phrases
ï How much time do we have?
ï Is this a convenient time to talk?
If it takes any longer, it will be because weâve found how you
can take control and predictabilityâŠ
ï Just a couple of questions, and Iâll get out of your hairâŠ
ï May I ask you a quick questionâŠ?
ï Iâm almost finishedâŠ
ï I wonât take up much of your timeâŠ
ï Let me quickly summarize what weâre talking about
10. Sharing Concerns Phrases
ï I think I can appreciate what youâre sayingâŠ
ï I can understand thatâŠ
ï You seem unsureâŠis something wrong there?
ï Let me reassure youâŠ
ï I believe I understand how you feel about that
ï I sense youâre not comfortable withâŠ
ï Would it be helpful ifâŠ?
ï Can you see the benefits here?
11. Simple Transitions
ï I hear what you're saying and... (auditory)
ï I can appreciate that and...
ï I completely understand and....
ï I see what you mean and... (visual)
ï Mr/s Blank, please let me reassure that....
ï That's a good question, let me explain...
12. Paraphrasing
ï The absolute best transition is the 'paraphrase'.
ï Just repeat/clarify what the customer said to you so you can
buy a little time to get to the right response.
ï Customer: What's the catch?
ï Paraphrase: A lot of people that I call ask whatâs the catch,
let me explain.... (you've now found the right response...)
13. Thatâs Interesting/Because
ï Thatâs interesting:
ï How did you come to that conclusion?
ï How did you come up with that?
ï Why do you say that?
ï Pause and wait for a response
ï Because âJustifies whatever comes after it
ï Use because as a bridge to justify a statement
14. Exercise
Share an example of:
ï A simple transition
ï Thatâs interesting (because)
ï A Time phrase
ï Opening conversation phrase
ï Concern phrase
ï Transitional phrase used as a bridge
15. 18 Standard Tie Downs
ï A tie-down is a question at the end of a sentence that
calls for a positive response.
ï Example: âA reputation for excellent service after the
sale is important in making this decision, isnât it?â
16. 18 Standard Tie Downs
ï STANDARD: A reputation for excellent service after
the sale is important in making this decision, isnât it?
ï
INVERTED: Isnât a reputation for service after the sale
important in making this decision?
ï
INTERNAL: A reputation for excellent service after the
sale is important, isnât it, in making this decision?
17. Tie Downs
ï The inverted and internal tie-downs allow you to hide
the fact that youâre using a technique while adding
warmth to your statements.
ï By using all three types, youâll have a good mixture of
them to build into your presentation.
19. Trial Closes
Tell you when to ask for a decision
They determine if you are on the right track
That the customer can or cannot clarify the pros
and cons of your offer
20. Trial Closes continued
Any attempt to close is an attempt to see if the
customer is ready to buy
Are a low risk strategy and ask for an opinion
They simply measure the temperature of the sale process
21. Some Trial Closes
ï How does that sound to you?
ï Will that work for your situation?
ï If I could do that for you, would you be buying today?
ï If I can get you back in control would you be interested?
ï How about I get you strated todayâŠ
22. Fundamentals of Communication
ï Being able to communicate effectively is a
necessary and vital part of the job
ï Effective communication requires an understanding
of the audience, the goal, the message
ï Most effective way to achieve the desired outcome
23. The Communicator
ï Being a good communicator is hard work and takes
preparation, focus, and listening skills
ï Trust and credibility are also key principles of
effective communication
ï Understanding the needs of the customer will help you
plan and execute an effective response
24. Components Of Communication
The act of communicating involves three components
1. Verbal Content and choice of words
2. Non-Verbal Body language
3. Para-verbal Tone, volume and pace (how we say it)
These components are used to send a clear message
And to receive a correctly understood message
25. Effective Communication
ï Brief, crisp and organized
ï Free of technical jargon
ï Does not create resistance or
objections from the listener
28. Eyes Ears & Mouth
ï Eliminate your need for 3D That
third dimension which is your eyes
ï Maintain focus on your eyes and
mouth (inside sales call)
ï This is the 2D perspective on a
sales call!
29. Your Last Tool
Reflective Competence
ï Donât worry what to say
ï Think about how to
deliver the message
ï Repetition and
mentoring will take you
to level four.
30. The End
Or is it The Beginning?
Gabe Vasquez
954-600-2587