Sales & Service Tip Of The Week

“Is communication a ‘people’ skill or a ‘technical’ skill?”  We can all agree it takes people to communicate in one form or another.  The key is reaching a point of understanding by providing a common frame of reference.  Without this, no communication can really take place, so picture everyone you communicate with having “filters” or “screens” in front of them.  We must “break through” these filters in order to reach that common point of understanding so communication can happen.  Sounds simple?  Not really!  Here’s some “startling statistics” to consider:  Did you know we communicate only 7% with words, 38% by tone and up to 55% through body language or nonverbal.  Amazing isn’t it!  How important are words today?  Tone is important and you can influence people by not “what you say” but “how you say it!”  Recognize the importance of body language today.  Good or bad vibes are sensed by the customer.  Make sure your nonverbal signals “match” your verbal.  The customer picks up on this, while you, in turn, can observe the customer’s body language too for acceptance or rejection.  The “art of communication” is a never ending skill that must be mastered by all sales and service professionals.