Some Sales Managers tell their teams that people buy people,but they don't explain why and how you can improve your chances of making a sale. If you fail to build rapport with a customer you lose. Would you do business with someone you didn't like or didn't feel a connection with? Rapport leads to trust and patient understanding of your pitch. It is the most important part of any relationship.Isn't it true that we forgive people more easily when we have an affinity to them. The same is true with your customer.
Rapport is simple to create. This not an earth shattering revelation but many fail to do it. This is how you do it. If you have an ego leave it at the door. Decide to put your customer first and treat them like royalty. When you think like this you can see things from their view point. Just show them you care.There it is. Simple.
Darren Kelly
KELLCOMM
The Communication Experts
Leeds
www.kellcomm.co.uk
Wednesday, 27 October 2010
Saturday, 4 September 2010
Love Your Customer, Grow Your Business
"Listening is an attitude of the heart, a genuine desire to be with another, which both attract's and heals." - J Isham
Do you remember the first date you went on with a loved one? Isn’t it true that you probably listened more intently to them on that day than you have since? There was magic created as you both switched off from the outside world and engaged in meaningful dialogue where you both felt good. This happened for two reasons. Firstly, you wanted to impress, and secondly you were genuinely interested. When we are listened to, our minds open like a parachute, and we communicate more freely. When we gaze into a listener's eyes we feel refreshed because we know they care.
Everybody wants to be loved and listening attentively without any motives is a sincere form of love. The listener is silently saying "I respect you, and I am interested in what you are saying." If the opposite occurs you have words crossing each other or subject changes within every minute.
Have you ever spoken to somebody, and you saw in their eyes that they could not wait to butt in and either offer their opinion or talk about themselves?
Did you notice their head nodding quickly and their eyes urging you to finish? Did you speed up your thought process and delivery only to be cut off in a mid sentence anyway? How did that make you feel? Did you feel like there was no real communication? Did you feel that it was just an exchange of words?
Now think about this? Do you act like that when you talk to a customer? Are you so excited by what you offer that you cannot control your urge to tell them all you know?
This is what your customer thinks when you don’t listen. “He might as well have told me all he knew in an email or a brochure. I didn’t feel a connection with him and would find it hard to do business”. The stress of the sale and the desire to assert expertise must not destroy your listening skills if you want to develop a relationship of trust and respect.
Is the art of listening easy? No, it’s not. It takes energy, motivation and concentration, but it is your best communication tool. The biggest barriers between two people are their inability to listen intelligently, understandingly and skilfully.
So what makes a good listener? A good listener is careful not to judge but understands the ability of us all to say the wrong thing at the wrong time. A good listener will not generalise, distort or delete any information received but will use it to ask a clarifying question when the opportunity arrives. A good listener does not wander in thought but strives to understand everything in full. Listening with a good intention makes a customer feel special so isn’t worth doing it properly.
Taken from the forthcoming book "Love Your Customer, Grow Your Business" by Darren Kelly.
Darren Kelly
KELLCOMM
The Communication Experts
Leeds
www.kellcomm.co.uk
Do you remember the first date you went on with a loved one? Isn’t it true that you probably listened more intently to them on that day than you have since? There was magic created as you both switched off from the outside world and engaged in meaningful dialogue where you both felt good. This happened for two reasons. Firstly, you wanted to impress, and secondly you were genuinely interested. When we are listened to, our minds open like a parachute, and we communicate more freely. When we gaze into a listener's eyes we feel refreshed because we know they care.
Everybody wants to be loved and listening attentively without any motives is a sincere form of love. The listener is silently saying "I respect you, and I am interested in what you are saying." If the opposite occurs you have words crossing each other or subject changes within every minute.
Have you ever spoken to somebody, and you saw in their eyes that they could not wait to butt in and either offer their opinion or talk about themselves?
Did you notice their head nodding quickly and their eyes urging you to finish? Did you speed up your thought process and delivery only to be cut off in a mid sentence anyway? How did that make you feel? Did you feel like there was no real communication? Did you feel that it was just an exchange of words?
Now think about this? Do you act like that when you talk to a customer? Are you so excited by what you offer that you cannot control your urge to tell them all you know?
This is what your customer thinks when you don’t listen. “He might as well have told me all he knew in an email or a brochure. I didn’t feel a connection with him and would find it hard to do business”. The stress of the sale and the desire to assert expertise must not destroy your listening skills if you want to develop a relationship of trust and respect.
Is the art of listening easy? No, it’s not. It takes energy, motivation and concentration, but it is your best communication tool. The biggest barriers between two people are their inability to listen intelligently, understandingly and skilfully.
So what makes a good listener? A good listener is careful not to judge but understands the ability of us all to say the wrong thing at the wrong time. A good listener will not generalise, distort or delete any information received but will use it to ask a clarifying question when the opportunity arrives. A good listener does not wander in thought but strives to understand everything in full. Listening with a good intention makes a customer feel special so isn’t worth doing it properly.
Taken from the forthcoming book "Love Your Customer, Grow Your Business" by Darren Kelly.
Darren Kelly
KELLCOMM
The Communication Experts
Leeds
www.kellcomm.co.uk
Wednesday, 14 July 2010
CEO Communication
I recently advised the CEO of a large blue chip company. He told me at first that he didn’t need any advice as he was successful already. His troops as he called them obeyed his commands and worked hard and the only issue he had was a belligerent board who stifled his goals.
I delved deeper and discovered the real issue. He always spoke from his frame of reference and never considered how people where receiving his information. His organisation was not a listening one so he was oblivious to the real thoughts of his staff. The same approach met the board’s buffers and this led to a more stressful life for this CEO. He finally admitted his need for change and now the cogs of his organisation are better oiled and moving faster in his direction of choice.
Wouldn’t life at all levels be less stressful and more productive if you could
• Inform more clearly?
• Persuade more effectively?
• Influence more productively?
• Inspire people to be better than they are?
• Negotiate better?
Call Darren now for a confidential chat 0800 4488 639
Darren Kelly
KELLCOMM
The Communication Experts
Leeds
www.kellcomm.co.uk
I delved deeper and discovered the real issue. He always spoke from his frame of reference and never considered how people where receiving his information. His organisation was not a listening one so he was oblivious to the real thoughts of his staff. The same approach met the board’s buffers and this led to a more stressful life for this CEO. He finally admitted his need for change and now the cogs of his organisation are better oiled and moving faster in his direction of choice.
Wouldn’t life at all levels be less stressful and more productive if you could
• Inform more clearly?
• Persuade more effectively?
• Influence more productively?
• Inspire people to be better than they are?
• Negotiate better?
Call Darren now for a confidential chat 0800 4488 639
Darren Kelly
KELLCOMM
The Communication Experts
Leeds
www.kellcomm.co.uk
Wednesday, 9 June 2010
More Humour Tips For Speeches And Presentations
I always say that if Popes, Presidents, Prime Ministers and Business Leaders use humour don’t you think it’s a good idea to lighten up your speech or presentation?
1 Know more about your audience and then it’s easier to play with them.
2 Original material always gets a better response.
3 Life is filled with funny examples if you look through humour glasses.
4 Great humour is never written but rewritten. Don’t give up on your material.
5 Be yourself. You need to discover your own style rather than use someone else's.
Darren Kelly
KELLCOMM
The Communication Experts
Leeds
www.kellcomm.co.uk
1 Know more about your audience and then it’s easier to play with them.
2 Original material always gets a better response.
3 Life is filled with funny examples if you look through humour glasses.
4 Great humour is never written but rewritten. Don’t give up on your material.
5 Be yourself. You need to discover your own style rather than use someone else's.
Darren Kelly
KELLCOMM
The Communication Experts
Leeds
www.kellcomm.co.uk
Tuesday, 25 May 2010
Apple Secrets
I will admit to loving my I phone as it makes life so much easier and I don’t mean just checking the football scores on a Saturday afternoon. To launch such a product to the world takes immense preparation and skill and Apples Steve Jobs is certainly someone at the top of his game. Let me share with you some observations from his presentations that you can use today in yours.
1 He always sets the theme by hinting about a major announcement at the start.
2 His theme is consistent throughout his presentation.
3 He provides a guidepost to make it easy to follow.
4 He makes statistics meaningful by relating them to that moment and something we can
easily see in our mind.
5 His language is in tandem with the brand- exciting, extraordinary and mesmerising.
6 His presentations are big on visuals and short on bullet points.
7 He holds you right until the end when he says” Oh and one more thing.”
Darren Kelly
KELLCOMM
The Communication Experts
Leeds
www.kellcomm.co.uk
1 He always sets the theme by hinting about a major announcement at the start.
2 His theme is consistent throughout his presentation.
3 He provides a guidepost to make it easy to follow.
4 He makes statistics meaningful by relating them to that moment and something we can
easily see in our mind.
5 His language is in tandem with the brand- exciting, extraordinary and mesmerising.
6 His presentations are big on visuals and short on bullet points.
7 He holds you right until the end when he says” Oh and one more thing.”
Darren Kelly
KELLCOMM
The Communication Experts
Leeds
www.kellcomm.co.uk
Wednesday, 19 May 2010
U2 must watch the little things
I had the pleasure of getting a special invite to see U2 on their Zooropa tour in the 90's. The band was rehearsing as I sat alone in the stand. I noticed Bono jumping from the stage and running around the arena. Soon, he was coming towards me and in within seconds this rock icon was in the seat next to me. “What do you think of the sound”? he said.” It sounds good to me” I replied. “ It's not right just yet” he replied He. knew that inadequate sound would dampen months of preparation and creativity and the performance would be weaker than the audience expected.
How many times have you seen presenters who know their subject inside out and their audience but let little things affect their presentation. Here are just a few examples.
• Audience not being able to see due to poor room set up.
• Technical equipment crashing
• Colours difficult to see in visuals
• Microphone squeals
• Room temperature too high
Remember, the little details have a big impact. Top presenters ensure that their audience is looked after and is comfortable to receive their message.
Darren Kelly
KELLCOMM
The Communication Experts
Leeds
How many times have you seen presenters who know their subject inside out and their audience but let little things affect their presentation. Here are just a few examples.
• Audience not being able to see due to poor room set up.
• Technical equipment crashing
• Colours difficult to see in visuals
• Microphone squeals
• Room temperature too high
Remember, the little details have a big impact. Top presenters ensure that their audience is looked after and is comfortable to receive their message.
Darren Kelly
KELLCOMM
The Communication Experts
Leeds
Sunday, 9 May 2010
A Golfers Public Speaking Fear
Swedish golfer Annika Sörenstam is regarded in the same way as Tiger Woods, Greg Norman and Jack Nicklaus. She won 72 LPG Tournaments including 10 Majors and in 2003 became the first woman to play in a men's PGA Tour event since 1945. Her records include the lowest scoring average in a season ( 68.6969) in 2004 and her earnings of $22 million were way ahead of her nearest competitors. No other female golfer has shot a 59 in a competition and no one has bettered her 8 Player of the Year Awards.
However, there was one thing that could have held her back from such success.
When she was a teenager, Annika's potential was not leading to success despite a handicap of 54. The reason shocked everyone. Her extreme shyness forced her to deliberately three putt intentionally at the end of a tournament to avoid the trauma of giving a victory speech. After some investigation, her coaches diagnosed the reasons for failure and decided on a course of action to help the future star develop the one skill that could deny her golfing world greatness.
Is a fear of public speaking holding you back from greatness?
Darren Kelly
KELLCOMM
The Communication Experts
Leeds
www.kellcomm.co.uk
However, there was one thing that could have held her back from such success.
When she was a teenager, Annika's potential was not leading to success despite a handicap of 54. The reason shocked everyone. Her extreme shyness forced her to deliberately three putt intentionally at the end of a tournament to avoid the trauma of giving a victory speech. After some investigation, her coaches diagnosed the reasons for failure and decided on a course of action to help the future star develop the one skill that could deny her golfing world greatness.
Is a fear of public speaking holding you back from greatness?
Darren Kelly
KELLCOMM
The Communication Experts
Leeds
www.kellcomm.co.uk
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