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GROUP-2-Chapter-5-INTERPERSONAL-COMMUNICATION-PRICIPLES-TO-BUILD-RELATIONSHIP-final.pptx

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CHAPTER5InterpersonalCommunicationPrinciples to BuildRelationship
OVERVIEWSelling is all about building relationships withthe customer, which, like a mariner's rope, mayconsist of several strands, such as product orservice merits, prestige of the brand, reliability,image and leadership of the company, and theexpertise and competence of the company'shuman resources.All of these attributes are supposed to berepresented by the salesperson, who (in mostcases) happens to be the only human link of thecompany to the customer.2
OVERVIEWIn fact, the customer sees the face andhears the voice of the company throughits salesperson; such that when he doeshisshow-and-tellact,thecustomerliterally sees the company and hears itsvoice. Hence, sales training course mustinclude,notonlypersonalitydevelopment but also sharpening of thecommunication skills of sales personnel.3
OUT-OF-THE-BOXThe Golden Rule is universal in itsapplications. It also covers interpersonalcommunicationprinciplestobuildrelationshipsthatsell.Out-of-the-boxthought on the subject is that more thanwords and fluency in English or anylanguage, for that matter, interpersonalcommunicationinsellingrequiressincerity,honesty, andintegrity.4
OUT-OF-THE-BOXChinaandJapanaretoday'sevolvingeconomicpowers,sowithThailand,Vietnam, and Indonesia, and yet, English isnot their medium of instruction. In amanner of speaking, the words we use whenwe communicate to anyone on any subject,athome,intheoffice,inschool,inprofessional associations, or even in thelarger community, may be classified underany of these skills.5
EXAMPLEFor example, when you say,"Good morning, Johnny," that's a form of opening."How are you today?" is probing.If Johnny says, "I'm fine, thank you," you could reply,"Good to know that you're fine," which is acknowledging."That's right and I agree with you," is an example of acknowledging andconfirming. "Christmas bonus to government employees will be given,beginning tomorrow, which would mean more disposable income andhappy Christmas spending for everyone," is an example of a feature(Christmas bonus) and benefit (more disposable income and happyChristmas spending). Statement of feature and benefit is the skill ofsupporting, which is in the form of a declarative sentence. "Good bye,see you again tomorrow," is an example of closing.6
OPENINGSKILLThis is about setting the stage for the selling dialogue inbusiness or sales call. Salespeople must not rush right awayinto making his selling pitch. Rushing into making sales andpressuring the customer without knowing his needs wouldgenerally offend the would-be customer. The usual greetingamenities are important opening ingredients, as well as theproper introduction of your name and company.

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