Verbal Interaction 85% non-linguistic Vocabulary Sensory Rapport Pacing
Why Should You Listen Whats in it for you? Whats in it for your firm? What do you know about listening? The joy of small change
Four Key Elements of Good Listening How to be a good listener –Hear the message –Interpret the message –Evaluate the message –Respond to the message
The first 3 seconds How to manage the first 3 seconds
Facts on face to face Proximity Eye contact Silence Gestures Facial expression Physical contact Smell Overall appearance
A professional image Clothes Hair Vocabulary Stature
Non-verbal Communication Skills Body language Tone of voice Spatial relationships Reading customer cues
Giving the customer an appropriate greeting Acknowledge the customers presence. Project a professional and friendly image. Create an opening for discussion. Be reassuring, not pushy.
Surroundings make first impressions too Hours of service. Cleanliness Directions/signage. Welcome sign. Create an atmosphere. Create an image.
Conclusion Customers are satisfied when the service received meets their expectations. Good skills take practice. Every encounter requires excellence. We are customers to each other. Negative feedback is valuable!