Transistional phrases and communication style

Transitional Phrasesand the

Three T’s

The Three T’sTransitional PhraseTie DownsTrial Closes

Let me reassure you that all I want is to help you regain Control and Predictability, Let me show you how!

If I could show you how we can do this would you be interested?

And getting back control is important “Don’t you agree”?

Transitional PhrasesGood conversations are full of phrases that encourage

They also are used to keep the conversation flowing

Help to soften and personalize communication style

Acknowledge you heard the customer and responding

Consist of smooth short non-intimidating:

Comments, questions and responses

Convey that you are not going to be:Controlling or threatening

Used to have an open dialogue and both acknowledge and understand the other persons needs

Transitional Phrases

Used as a BridgeTransitions enable you to gracefully travel

from their interruption back to your presentation.

Here are some examples: Well, I understand that, but... Well, I respect that, but... Well, I appreciate that, however... Well, I'd be surprised if you were at this point,

but...

That’s a Great Question…

I’ll answer that in a few moments…

Let’s get back on track

Where Do I Use Them?To start or join your thoughts and end a

conversation

Naturally lead to another idea you want to explore

Convey that you are there to advise/help solve problems

Opening Conversation PhraseI hope I’ve caught you at a good time…May I ask, Who recommended you?Could let me know why are you considering solar…In order to help me understand, could you…?Please stop me if you feel the least bit

uncomfortable…Would it be convenient to…?Could I (May I) ask you a question…?I wonder if you could help me…?

Time PhrasesHow much time do we have?Is this a convenient time to talk?

If it takes any longer, it will be because we’ve found how you can take control and predictability…

Just a couple of questions, and I’ll get out of your hair…May I ask you a quick question…?I’m almost finished…I won’t take up much of your time…Let me quickly summarize what we’re talking about

Sharing Concerns Phrases

I think I can appreciate what you’re saying…I can understand that…You seem unsure…is something wrong there?Let me reassure you…I believe I understand how you feel about thatI sense you’re not comfortable with…Would it be helpful if…?Can you see the benefits here?

Simple TransitionsI hear what you're saying and... (auditory) I can appreciate that and... I completely understand and.... I see what you mean and... (visual) Mr/s Blank, please let me reassure that.... That's a good question, let me explain...

ParaphrasingThe absolute best transition is the 'paraphrase'.

Just repeat/clarify what the customer said to you so you can buy a little time to get to the right response.

Customer: What's the catch? Paraphrase: A lot of people that I call ask what’s the

catch, let me explain.... (you've now found the right response...)

That’s Interesting/BecauseThat’s interesting:

How did you come to that conclusion?How did you come up with that?Why do you say that?

Pause and wait for a response

Because –Justifies whatever comes after itUse because as a bridge to justify a

statement

ExerciseShare an example of:

A simple transitionThat’s interesting (because)A Time phraseOpening conversation phraseConcern phraseTransitional phrase used as a bridge

18 Standard Tie DownsA tie-down is a question at the end of a

sentence that calls for a positive response.

Example: “A reputation for excellent service after the sale is important in making this decision, isn’t it?”

18 Standard Tie DownsSTANDARD: A reputation for excellent service after

the sale is important in making this decision, isn’t it?

INVERTED: Isn’t a reputation for service after the sale important in making this decision?

INTERNAL: A reputation for excellent service after the sale is important, isn’t it, in making this decision?

Tie DownsThe inverted and internal tie-downs allow you

to hide the fact that you’re using a technique while adding warmth to your statements.

By using all three types, you’ll have a good mixture of them to build into your presentation.

Tie DownsAren’t they? Don’t we? Isn’t it?

Aren’t you? Shouldn’t it? Isn’t that right?

Can’t you? Wouldn’t you? Didn’t it?

Couldn’t it? Haven’t they? Wasn’t it?

Doesn’t it? Hasn’t he? Won’t they?

Hasn’t she? Won’t you? Don’t you agree?

Trial Closes

Tell you when to ask for a decision

They determine if you are on the right track

That the customer can or cannot clarify the pros and cons of your offer

Trial Closes continued

Any attempt to close is an attempt to see if the customer is ready to buy

Are a low risk strategy and ask for an opinion

They simply measure the temperature of the sale process

Some Trial ClosesHow does that sound to you?

Will that work for your situation?

If I could do that for you, would you be buying today?

If I can get you back in control would you be interested?

How about I get you strated today…

Fundamentals of CommunicationBeing able to communicate effectively is a

necessary and vital part of the job

Effective communication requires an understanding of the audience, the goal, the message

Most effective way to achieve the desired outcome

The CommunicatorBeing a good communicator is hard work and

takes preparation, focus, and listening skills

Trust and credibility are also key principles of effective communication

Understanding the needs of the customer will help you plan and execute an effective response

Components Of CommunicationThe act of communicating involves three components1. Verbal Content and choice of words2. Non-Verbal Body language3. Para-verbal Tone, volume and pace (how we say it)

These components are used to send a clear messageAnd to receive a correctly understood message

Effective Communication Brief, crisp and organized

Free of technical jargon

Does not create resistance or objections from the listener

What tools do I need to accomplish my goal?

Communication Matrix2

ConsciousIncompetenc

e

3Conscious

Competence

1UnconsciousIncompetenc

e

4UnconsciousCompetence

Con

scio

usn

ess

Competence

Eyes Ears & MouthEliminate your need for 3D That

third dimension which is your eyes

Maintain focus on your eyes and mouth (inside sales call)

This is the 2D perspective on a sales call!

Your Last ToolReflective CompetenceDon’t worry what to

say

Think about how to deliver the message

Repetition and mentoring will take you to level four.

The EndOr is it The Beginning?

Gabe Vasquez954-600-2587