It’s how you say it that’s important. Are you aware that something like 80% of the impact of a message is conveyed in how you say it ?  Sure the actual words are important, but actually as humans we are all perceptive around people’s vocal tone, their energy level and their level of enthusiasm.

Vocal tone is important in your interaction with customers

The minute you walk into a shop and the person says “good morning” you know instantly whether they mean it or not !

One of our newly released audio CD titles covers the training topics of Expression, Energy and Emphasis. You can find it here http://www.associatedlearningsystems.co.uk/product_detail.asp?ProdID=30.

It guides you through understanding that you can tell 40+ things about a total stranger who you can’t even see from as little as 6 words. The CD explains all of this and relates moods to colours !

We’ve also added a currency coverter to the site recently so that our customers from the United States can order easily, and know the exact price at the point of order.

One of the best books I’ve read on the subject is by Allan & Barbara Pease and I bought it on the strength of the title alone “Why men don’t listen and women can’t read maps”

In my view, it is the book that Men are from Mars and Women are from Venus should have been ! it is light and easy to read and is very funny in many places. You can buy it in paperback form from any reputable bookshop or online store. I bought mine at a local Waterstones, so I’ve added a link here. http://www.waterstones.com/waterstonesweb/displayProductDetails.do?sku=4596507 It is only £9.99 at this time and is strongly recommended.

Understanding that communication skills are different between the different sexes is both important and continously perplexing. So while you’re trying to pull your belt in at the beginning of this year, take some time out to read this well researched and humorous book ! 

How many times do people try and sell to you either on the phone or face to face by dominating the conversation and trying to do all the talking ? It seems to me that sales people are often trained to simply benefit sell. And yes of course benefit statements ARE very useful.

But actually if you’re selling to a human (and of course you always are) it works much better to engage them in a 2 way conversation. If you get them involved, they will open up more readily and you will find out more.

So as a rule of thumb I think good selling is about 50% talking, 50% listening. Stray too far from this ratio at your peril ! Listening is an underrated part of the communication process. It is part of all the 2 day customer service training and telesales and telemarketing training that To Market carries out. There will be an audio CD available soon on the important topic of LISTENING SKILLS, follow this link to see the present range on communication skills topics http://www.associatedlearningsystems.co.uk/product_list.asp?Section=TELEPHONE%20COMMUNICATION%20SKILLS�