How to Start a Conversation with Customer ?

Hello friends! Welcome to Learn Vern.

As we have seen in our previous topics,that is ,”Secrets to get success in Sales Communication “,we understood two important aspects.

One -the expectation of companies from me as an individual if I am their candidate, if I am their employee or candidate.

Second is ,What will be the expectation of the customers? If I have correctly interpreted the needs of both the company and customer, then I can communicate properly.

Right!

Come let’s see what we are going to see in this topic “Art of Sales Communication “ and learn about it.

The next topic in “ “Art of Sales Communication” is “Opening of the conversation “.

If we are talking about our Sales Structure, how we will establish our “Opening of the conversation “ in sales structure.

Previously as we talked, we are going to see our sales structure.How you can step by step make your presentation and represent before anyone.

There are three important factors for this .If you want to open any conversation, you have to say and understand three points which are part of ‘soft skills’. This is the “See Effect”.

Here “See Effect” means ‘not to see’.

But we have elaborated three of its short forms.

First S stands for “Smile”,E for “eye to eye contact”,and last E stands for “Enthusiasm''.

These will help you to make a perfect introduction for yourself.

Right!

First of all ,let us see these three topics step by step.

If we first of all talk about ‘Smile’. Why is smiling so important?

Everyone knows smiling is very important. If we keep on smiling, we will look positive.

But, actually in soft skills whenever you communicate with someone, what is the big difference that smile brings , we need to understand.

First of all, it spreads positivity.

Let me take you to your college days , your school days. If you want to observe in your friends’ circle there is always someone who is always emotional regarding small small matters , always emotional .

Always may be crying, so we used to call him in the friends circle as cry baby.

Now anyone can face a mental breakdown, this is not a big deal.

This is a justified fact and we should not make fun of anyone saying that he is always crying, why is he always emotional?

Everyone has emotions.For some it is more and less for others.

But , if someone is consistently sad or always stated in an emotional sad background mode , then of course out of concern we went to console him or tried to give positivity.

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But if he had decided to stay sad, then over a period of time we left them at their own will.

When they would overcome, they would come back .

Otherwise we are always ready to hear and help them.

Now, If we recall in that friends’ group there was a certain person whether a boy or a girl or any of your friends who always kept laughing and who was always favourite among students as well as Professors.

Now maybe I believe that among the happy go lucky persons , you can be one.

Right!

People are always attracted towards positivity.

And a smile is that thing which spreads positivity that I am very happy to represent.

I am happy to carry myself.

That I am happy in my life.

When I carry this positivity, any person in his entire day,you are going to meet any client or any customer and usually he is so caught up and so tensed in his work the entire day ,that in midst of all these ,if he sees your smiling face then he too wants that positivity in his life.

That is why he will definitely like to talk to you.

And in that situation, Think! if I reach without a smile , already his life has enough problems and he would not like to include one more.

In order to spread positivity and to feel positive, smiling is very important.

Second reason - “Why to smile?” Is “We choose Happy Faces”.

We always avoid negativity and try to attract positivity.

Right!

If we are given an option anytime ,where do you want to celebrate your birthdays,if you want to sit happily,then where do you want to sit?

If you want to feel happy then what would be the place you choose ?

Where would you want to sit- In a place of celebration , temple or a crematorium?

But, ultimately if we go to see,we always have a spirit to choose happy faces.

A person does not like negativity.

We believe in attracting the vibe or the energy, they say.

Right ! Here we choose happy faces.

So if you are taking a happy face with you ,to the customer or any client, of course he will choose you, of course he will choose to talk to you.

This can also happen that some other representative from your company has gone there, before you but they have refused to talk to him

But he will like to talk to you.

So there was no such difference.

The company was the same, even the product, the service or the concept you were selling were the same but why did they buy from you?

Because they saw the smile on your face.

Right !

Next is ”People are curious when you are Happy “.

This is really a big statement.Right!

If you are happy, everyone has confusion in their minds as to why the boy is so happy! Or why the girl is so happy!

Even I want to know.Right !

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As an example, same! When I am working all day in my office and I am sitting in a sad mood and already I have a lot of work pressure like the previous task is not yet done and the ten new tasks have arrived.

I am sitting with so much tension and in the midst of all, when I am sulking, someone with a happy face arrives.

“Hi! How are you sir?” (read with energy)

That person will surely be confused because he will think how is this person so happy!

Everyone’s life is filled with so many problems, so how is this person so happy!

Let me talk to him.

Let me get some positivity.Right!

These are the three reasons for which it is important to smile.

Of course everyone has suggested you approach with a smile but why?

Today , maybe you came to know of it.

Firstly , you will spread your positivity.

Since everyone loves a happy face, if you show your happy face then they would like to talk to you.

And people are confused so out of curiosity , they want to know.

As they want to know why you are happy , they will start talking to you.

So if the opening of a conversation starts with a smile, you will definitely get a chance to continue your conversation forward.

The second reason we saw in “SEE” was that E stands for “Eye to Eye Contact “.

Now, eye to eye contact means why it is so important to talk while looking at.

Let me take you to the Bollywood style.

In Bollywood style if you take a look at the old movies, you can relate, if you have seen such a scene which says “Look into my eyes and say that you don’t love me”.

Then immediately they will no longer keep an eye contact and the actress will say ,”No!No!No!”

What was the reason? The reason was that if she talks while looking into the eyes then she has to speak the truth.

Right!

So actually ,”Eye to Eye Contact”,this was some Bollywood spices.

But the fact here in the professional world is “ it shows confidence “.

If I am talking to someone with eye contact , then I am confident about the thing ,the product , service or concept that I am representing.

If they ask me any question and my eyes go front and back ,up and down, here and there and I am not paying attention to them, the person sitting in front of him has already met many sales people and he will easily gauge that he is not confident.

Maybe he is hiding something or maybe he doesn’t know anything.

Right!

So ,you don’t need to give any wrong impression .

So ,have Eye to Eye Contact.

Eye to eye contact means you have to have confidence as well.

Now how confidence will come like in the previous topic if you have product knowledge and strength.

Second reason why we need to have “Eye to Eye Contact” is when there are multiple people and it is not always that we will have one on one discussion only, you can also discuss with two partners and also you can go to a residence and maybe interact with the full family there.

Now, when so many people are there, you know from where you will get the business, maybe among the two partners who has the financial authority,may be in residence including male or female , husband or wife whoever takes the particular decision, that person will give you the business and you know that.

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But, the second person or the other people in the family may be the one who is your other partner or the other family members may hundred percent influence, in spite of the fact that they don't take the decisions but can definitely influence.

So when you are sitting in front of multiple people,do not focus only on the person who is the decision maker.

But involve everyone. Involve everyone.

That is , it is important to maintain eye to eye contact with everyone .

And , in eye to eye contact you need to engage everyone so I am giving you a simple trick.

Whenever you are talking you just need to do this! While maintaining eye contact, only this ,keep on nodding.

What you are doing is, in the full conversation, whoever you are talking having an eye to contact , you are talking like this, talking like this.

This will show that the person is saying ,”Try focusing on me!”

When you focus in front of me and I am doing this then your. face will also nod a little in a positive way.

This is negative and this is positive.

So in this full conversation I am engaging them and making them positive.

Psychological effect!

So in your full conversation, they have agreed.

At the end of the conversation they will agree with you.

Getting it?

So, Have eye to eye contact with everyone.

When there are multiple people, don't even try mistakenly to ignore anyone.

Keep in mind no one gets ignored mistakenly .

Right! For this eye to eye contact with multiple people, you need to maintain contact with everyone.

One by one and nodding positively .Practise this!

Then,”Keeps Conversation Engaging “.

When you are having a conversation with someone, try to keep it engaging.

So when will the conversation be engaging?

The time when you will maintain eye to eye contact.

Once your contact breaks, the engagement to the conversation breaks .

Now they will also start looking somewhere else, they will also be busy with their papers, they will be busy with their mobiles.

Because the conversation now is over, even from the beginning.

The conversation has ended since the beginning.

They will listen for the sake of listening because they have provided you with their appointment.

They will listen for the sake of listening because they have offered you a seat.

But the conversation was not fruitful.

Right! To keep it engaging, you need to maintain eye to eye contact.

Are we clear with this part?

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Moving next , last E of “Opening conversation “ is “Enthusiasm”, “Excitement”

Now, if I take this very session with dull enthusiasm, then how will it be?

And if my voice becomes ‘ like this’ , then? (read with a low voice)

My Language remains like this, then?(now read this with energy)

And if I talk to you with this same body language for five minutes, then you will be bored.

Isn’t it?

So coming back to the main energy of me.

So, why is it important to keep enthusiasm? And how can you keep it?

So in this first of all “postures , gestures” come.

How have you placed yourself on the sofa? How you have placed yourself on the couch?

How are you sitting on the chair?

Right!

If you want to show a sense of urgency , let’s understand, if I am sitting in the chair and convey that ,”Sir we want the business right now, right now it is important for you to take the business “.

And I am sitting in a relaxed way , ‘Just showing it’ and I am sitting in a relaxed way, that doesn’t show urgency. (slouching)

So , if you are talking to anyone , make sure that you are sitting on the edge.

So if you are on the sofa, come to the edge and talk with full involvement.

Understanding it?

So again, “gesture posture”.

How you are holding your body, and how you are representing yourself, is it showing what you are talking about?

Make sure what you are saying, your body should say the same or not.

I have faced many such confusions.

Mainly when I travel to a new city, initially I ask them about the directions.

Now when I ask,”From here …I have to reach a specific location, how will I go?”

They reply,”Take a right from the front”. But showing with their left hand.

I am wearing a watch on their left hand. (left hand direction)

They are showing with their left hand but telling to turn right.

So, it’s a confusion.

Showing left but need to go to right.

Very confusing!

Same way,your gestures and your posture matter a lot.

If we say ,”All the people of the world”, then I am showing my hand.

Second is “Body Language “, that we were talking about.

You should look very disciplined, confident, and your shoulders should not look stooped.

Because I know, you have to interact with many people,you have to meet many people.

When you meet with many people your time will be invested,your energy will be used.

For that reason, suppose, I meet ten people, my energy in the first person will be top notch and will be dull in the last one.

So the last tenth person I meet, there is no mistake of the tenth person.

So first or the tenth whoever I am going to meet, my energy must be the same.

Body language should remain the same.

To keep that , what we need to do is, in every one or one and half an hour you need to take a short “Rejuvenation” part.

So what will you do to rejuvenate?, what will you do to re energise?

So have something that you like.

As an example to rejuvenate myself when I was in sales, I ate chocolate at an interval of an hour,specifically ‘Bar one’ as it was my favourite.

It increases your sugar level, provides you glucose and because it’s your favourite you enjoy it.

Getting it? Alright?

Last is “Handing over or Receiving Business cards”

This is very important.

As you can see in the image, you have seen how people take out their business card and give it to you.

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They take it out of their pocket and give it to you right away.

There are people who take out their visiting cards and hold it with both of their hands and hand it over like this. (act like you are giving a card with both hands)

And there are people who will take it in both their hands, let me show you,take it with both hands and will hand over the card while standing. (act like 15:30)

Now you might think that the visiting card is not that heavy that you will use both your hands and has to be given while standing.

Right ! But that is the “Respect”, they are showing towards their business.

They are showing respect for their business. 

So of course when you are receiving the business card,please stand up and receive the business card with both your hands but not only one hand.

Give it to me! That is a wrong gesture, wrong approach.

Same way, prefer this. Many professional people observe this.

If you are also given a visiting card by your company then please handover the card to them by both hands.

But don’t tell them,”Sit please stand up and receive with both hands!”

Right! But when it comes to us we have to receive with both hands.

Al right! Thank You!

As you already know If you have any queries or comments, click the discussion button below the video and post there. This way, you will be able to connect to fellow learners and discuss the course. Also, Our Team will try to solve your query.

This was our topic “Opening of the conversation “

Next topic that we will see is “Eligibility Check”.

That ,how to do an eligibility check?

Thank you so much!