Are Communication Skills Much Ado About Nothing?

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Are Communication Skills Much Ado About Nothing?

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COMMUNICATIONI have been doing sales training for over 25 years, and I am always amazed when I see a salesperson having trouble building rapport. Here’s what Wikipedia has to say on the subject: “Rapport is one of the most important features or characteristics of subconscious communication. It is commonality of perspective: being ‘in sync’ with, or being ‘on the same wavelength’ as the person with whom you are talking.” In other words, rapport is when we get each other. It’s as simple as that, but it becomes complicated when we believe that everyone should think like us. Not only do we think it, we spend time trying to convince the other person of our position. If you’re spending your time convincing, it shows a lack of understanding of communication. In order to be a good salesperson, you have to give up your position of having to be right and hand it over to your customer. Remember, if you want to be right to win, that means the customer has to be wrong. In any transaction or relationship, no one wants to be wrong. According to Sravanthi Reddy G.,  selling is a two way communication relationship and involves talking and listening.

  1. Before conducting any type of sales training, I always suggest we do a standard sales training inventory: a test that will show the person how they communicate, who they communicate best with and what gets in their way.
  2. Learning about your communication style makes it easier for you to absorb new information and understand how it will help you. This is why school is so difficult for many; they can’t understand why they need the information and how it will help them. Once you do some communication testing, people will open up and want to learn. I use BEST Instruments because it’s simple and very revealing.
  3. Building rapport is the concept of connecting to your customer. Instinctively, we know how to communicate with people like ourselves. If you ask people why it works, they often say, “We just click.”
  4. You can click with anyone. Isn’t that amazing? Instead of passing on a customer because you don’t like them or just don’t get them, once you learn about yourself, you can make adjustments in your communication style.
  5. Great salespeople are in control of their communication. They know why they connect and what makes it work. On the other hand, amateurs leave it up to fate. Another great line is, “The customer just wasn’t ready to buy.” Building good rapport has little to do with the customer buying your product; it has a lot to do with whether the customer buys you!

Give a gift to your salespeople: the ability to understand their communication and sales skills. It will benefit them and your business many times over. Lisbeth Calandrino has been doing sales and customer service training for over 20 years. To book a consultation or have her speak to your group, contact her at Lcalandrino@nycap.rr.com or 518-495-5380. Lisbeth lives in Historic Hudson Park, Albany, New York,  with her cat Rainyday.

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By | 2017-03-03T12:06:54+00:00 November 18th, 2014|Blog, Reaching the Consumer, Sales, Success, Training|0 Comments

About the Author:

Lisbeth Calandrino is an award winning trainer, entrepreneur, and blogger and has spent over twenty years developing custom tailored marketing and customer service programs for businesses. Her recently published book, Red Hot Customer Service, 35 Sizzling Ways to Heat up Your Business and Ignite Your Sales defines the steps necessary to build a competitive advantage and turn great companies into unforgettable or red hot companies. Lisbeth admits that much of her knowledge came from her Italian grandfather who despite very little formal education and a limited English vocabulary, managed to became both successful and wealthy. Lisbeth has wonderful stories about Grandpa DiBiagio’s and her time spent learning how to managing Grandpa’s fruit stand. Because of Lisbeth’s experience as a business owner, having been the managing partner and owner of 7 furniture and carpet stores for 14 years, she is able to bring her extensive business knowledge and experience to all of her clients. Lisbeth’s awards include executive of the year award from the International Executive Association, Albany chapter (a business networking group) and first place honors in an international marketing contest for alternative medicine. A two time cancer survivor, she has spoken extensively about her experiences of cancer, offering words of comfort and inspiration. As an activist, Lisbeth has initiated and contributed to many charitable causes. She has worked with at-risk youth, spoken out against injustice and advocated to and helped to build resources for women. As a presenter, Lisbeth Calandrino is highly motivational, information-rich, and very entertaining. Her acute business sense, contagious enthusiasm, positive energy and fun sense of humor make her a dynamic presenter. Lisbeth is a member of New York, Historic Albany Foundation, educational director of Business Referrals Networking Group and member of the board of directors of the Animal Protective Foundation of Scotia, New York.

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