Communicate like a PRO. by Bob Morey

Essentially there are six areas of communication we need to become good at in order to be masterful communicators; the most important is the ability to listen like a communicator: very difficult to do.

• Show that you are listening:

1. Lean forward with your eyes on the speaker.
2. Nod your head from time to time as the customer talks.
3. Do not cross your arms or take on a superior posture, (hands behind your head).
4. Ask customer to clarify a point you may be unsure of.
5. Repeat back to them an important point they were making by rephrasing it.
6. Combine their ideas and paraphrase them back to them to show your understanding.
7. Take notes of key words and ideas.
8. Never interrupt the customer.
9. Don’t be distracted. Move to a business-friendly space if you can.

• Never debate.

1. Even if the customer’s point is wrong in your opinion, say something like “I can see how you might see it that way; yet another way to look it could be…”
2. You may win a debate with a customer: you will lose the sale.

• Learn the English language well

1. Expand your vocabulary: add 10 words a day, work crosswords, consult a dictionary and thesaurus when in doubt.
2. Avoid slang terms, especially “car” terms. e.g. use “negative equity” instead of “upside down”…”own” instead of “buy” etc.
3. Use proper English. Avoid barbarisms such as ain’t got, ‘taint, git it, etc.

• Stay on subject.

Too often we allow ourselves to get off track. If we spend too much of the customer’s time off subject, they have to leave and we don’t sell a car. Don’t daydream.Don’t talk about you, get talking about themselves.

• Be positive.

Use humor and expect the best of every contact. Don’t let either the customer’s or your negativity to get in the way of the customer’s concerns or your response to them.

• Keep your input brief and to the point.

Avoid wordiness. Often, less is more.