Optimizing Communications & Playing Catch
Module Description
Sales transactions occur within relationships between people. The strength,
quality and character of relations between sales staff and customers are
the keystone of a sound selling system. Interpersonal communication is the
central tool for building interpersonal relations. This course reviews the
basic and intermediate communication skills, including such concepts as "playing
catch," listening, rather than waiting to speak, and creating a keen sense
of awareness about communicating to create clarity and efficiencies. Tools
are introduced and practiced to create greater communications effectiveness.
Prerequisite
Content
- Interpersonal communication cycle
- Clarity in verbal presentation
- Listening for clear understanding
- Roadblocks to communication cycle
- Strategies for building rapport
Objectives
Knowledge assessment
- Identify the main components of the communication cycle
- Outline the process of clear verbal presentation
- Diagram the communication funnel to clarify customer needs
- List roadblocks to communication and remedies
Skills assessment
- Demonstrate clear verbal presentation
- Elicit information through careful questioning
- Show roadblock remedies
- Display intense listening and verification skill
Evaluation
- Participation grade
- Written examination
- Skill demonstration appraisal
Learning Resources
- Text excerpts
- On-line articles
- Audio information
- Video clips
- Exercise sheets
- On-line and print visuals
Instructional Modalities
- Guided learning
- Independent learning
- Presentations
- Skill demonstrations
- Large group discussion
- Small group discussion
- Instructor- learner interaction
- Reflective exercises
- Role plays
- Case studies
- Workshops
- Online material presentation
- Online discussion
|
