Transcript
Drs. Marc J. De Turck
HAURATON
Telephone Communication Effective Sales
The Basics of operation in sales
Be there Look Don’t lie
3 Elements of sales
Conviction
Emotions
Behavior
ProblemNo communication rules.
SolutionSet ways and rules to communicate who, what, how, to whom and when.
ProblemCrisis situations created by people .
SolutionHandle the people creating it.
Vital elements of an effective team
Where can it go wrong? - solution
Conditions of existence
DO
HAVE
BE
There are three conditions of existence
These three conditions comprise life
They are BE, DO and HAVE
Сonditions of existence
L. Ron Hubbrd, Fundaentals of thought
BE
The condition of being is defined as theassumption (choosing) of a category of identity.
An example of beingness could be one's own name.
Another example would be one's profession.
Сonditions of existence
L. Ron Hubbrd, Fundaentals of thought
DO
The second condition of existence is doing.By doing, we mean action, function, accomplishment, the attainment of goals,the fulfilling of purpose, or any change of position in space.
Сonditions of existence
L. Ron Hubbrd, Fundaentals of thought
HAVE
The third condition of existence is havingness.By havingness we mean owning, possessing, being capable of commanding, positioning,taking charge of objects, energies or spaces.
Сonditions of excistence
L. Ron Hubbrd, Fundaentals of thought
Motivation Scale
Duty highest
Personal convictionPersonal gainMoney lowest
L. Ron hubbard, Motivation scale
A product is a finished high quality service or article,in the hands of the being or group it serves, as an exchange for a valuable. ….
It's a finished high quality service or article in the hands of the consumer as an exchange for a valuable.
In other words it isn't a product at all unless it's exchanged. Unless it's exchangeable it's not a product at all.
Even the individual has to put his service or article in the hands of some other staff member before it could be called a product.
Product is exchange, exchange is product.
Products and exchange
L. Ron Hubbard, Management technology defined
Products - Ice cream
L. Ron Hubbard, Management technology defined
Result of YOU
Result of Product
Result of Company
Conditions of exchange
1. Rip-off
First consider a group which takes in money but does not deliver anything in exchange. This is called rip-off.
2. Partial exchange
The group takes in order or money for goods and then delivers part of it or a corrupted version of what was ordered.
Products and exchange
L. Ron Hubbard, Finance series 36
3. Fair exchange
One takes in orders and money and one delivers exactly as was ordered.
4. Exchange in abundance
Here one does not give two for one or free service but gives something more valuable than money was received for.
Л. Рон Хаббард, Серрия Финансы 28
Conditions of exchange
Products and exchange
The Emotional tone scale
4.0 Enthusiasm
3.3 Strong interest
3.0 Conservatism
2.5 Boredom
2.0 Antagonism
1.5 Anger
1.1 Covert Hostility
1.0 Fear
0.5 Grief
0.05 Apathy
L. Ron Hubbard, The emotional tone scale
The components of understanding
Communication
Reality Affinity
L. Ron Hubbard, Dianetics 55
The components of understanding
Affinity:
Love, feeling of liking or any other emotional reaction.
The degree of liking something or a person.
L. Ron Hubbard , A new slant on Life
The components of understanding
Reality:
That what seems to be.
Reality is in principle agreement as to what is.
L. Ron Hubbard ,A new slant on Life
The components of understanding
Communication:
The exchange of ideas or objects between two people.
L. Ron Hubbard , A new slant on Life
The third and most important angle of the
ARC triangle is communication.
Communication is the universal solvent. L. Ron Hubbard, Dianetics 55
The components of understanding
Cause
Distance
Effect L. Ron Hubbard, Dianetics 55
De Componenten van BegripThe formula for communication
The formula of communication
With
Intention
Attention
L. Ron Hubbard, Dianetics 55
The formula for Communication
And
Duplication
with Understanding L. Ron Hubbard, Dianetics 55
The formula for communication
The formula for communication is cause, distance, effect with intention and attention and duplication
with understanding L. Ron Hubbard, Dianetics 55
A person is as alive
as he can communicate
L. Ron Hubbard, Dianetics 55
The formula for communication
You can be right
Getting the offender to admit his or her wrongness is to court further degradation.
By getting the offender off the compulsive repetition of the wrongness, one then cures it.
How ?
By rehabilitating the ability to be right!
L. Ron Hubbard, Introduction to ethics
You can be right
By getting another to explain how he or she is right – until he or she, being less defensive now, can take a less compulsive point of view.
You don’t have to agree with what they think. You only have to acknowledge what they say.
And suddenly he can be right.
L. Ron Hubbard, Introduction to ethics
4 exact steps in sales
Contact
Handle
Salvage
Bring to understanding
L. Ron Hubbard, Dissem drill
4 exact steps in sales CONTACT
Clear and simple On a fair On a meeting In a train, …. On holiday In a restaurant Use tone scale
HANDLE
Handle all antagonism towards YOU and towards your product and your company
Control, direct, ….
4 exact steps in sales
HANDLE
Interest
Communication
Control
HelpL.Ron Hubbard Precession proces
4 exact steps in sales
Salvage
What does the person need?Why doe she need this?How does this have an effect upon him?What would happen if he wouldn’t get
what he needs?How long is this going on?Does he really think he can get it?
4 exact steps in sales
Bring to understanding and propose
False objection : is changingDo not change – come back with
same proposalReal objection is coming back
4 exact steps in sales
Closing with real objection
1. Understand the objection
2. Find something the person is right and acknowledge this
3. Wait
4. Come back with your proposal
5. Ask for his solution
Never give a solution, give data.
4 exact steps in sales
You can be right
In the matter of being right or being wrong, a lot of muddy thinking can develop.
Why ?
The answer lies in an impulse, inborn in everyone, to try to be right.
L. Ron Hubbard, Introduction to Ethics
3
Reference Materials
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