Post on 09-Aug-2015
Staff Development – Sales Training Part 2
TECHNIQUES & TOOLS FOR EFFECTIVE CONVERSATIONS PART II
Bob BedfordJune 1, 2015
REFRESHER
• What are the 3 C’s of effective communication?– Clear– Complete– Concise
• In your initial meeting, or first half of the conversation, who should be doing most of the talking?– Client, ~80% of time
• What are the three components that are key to successfully opening a conversation?
– Credibility (Prepare)
–Ask (invite them to speak)
–Benefit (of them speaking)
EFFECTIVE LISTENING
Miscommunication NEVER fixes itself!
• LISTEN INTENTLY• VERBAL & NON VERBAL• VARIETY OF QUESTION TYPES
– Open – Cause client to think– Closed – Verify information– Conditional – Take pressure off
• TOOLS TO AID IN CONVERSATION– Prompts
• “tell me more…”• “would you provide some more detail...”
– Playbacks• “what I heard you saying was…”• “to make sure I’ve got this correctly…”
GATHERING NUGGETS: “FAB FIVE”• Current Situation
Job, Relationships, Family, Church, Walk with Christ, etc.
• Ideal SituationIf they had a white board, what’s ideal? Structure, activities, etc.
• Obstacles / ChallengesIs there anything in the way keeping them from full commitment, time/days of the week,
extensive travel, non-supportive partner, etc.
• Past ExperiencesHave them describe what other types of similar groups in which you are/have been involved. In cases where they’ve been disappointing experiences or “less than successes,” explain why….
• Main DriversWhy now? What’s really peaking your interest?Gather as many nuggets as possible before delivering
solution!