growing the franchise
sales relationships through your communication.
The Communication Model Body Language Body language has the most influence on your connection with other people. Body language can even be more indicative of a person’s true state than the spoken word. There are several categories of nonverbal, unconscious, physiological responses that people exhibit and that you can look for. Usually these are actions outside of a person’s conscious awareness. The following are some of the most important and easily visible ones: • Sudden straightness of the spine; • Position of head, head straight and a direct open body posture; • Position of the feet on the floor; • Distribution of weight on hips and lower legs. Feet facing the customer and your weight evenly distributed; • Hand movements, gestures, eye movement and breathing; • Eyes forward and looking at your customer; • Your hand movements relaxed and directive; and • Breathing is deep and normal. You are happy, smiling and wanting to make business with your customer – a win-win relationship. Practice your body language style and see if you are displaying confidence, friendliness and good service in your style.
Building Rapport Q. Why is building rapport important in communication and in selling? If you want to gain trust and a sales relationship with your customer then your first step is to have rapport. Without rapport, communication is stifled and people are reluctant to continue the relationship. Without rapport, you do not have trust and therefore no sale. The phenomenon of rapport, it turns out, is universal. It is not just a sales thing, it occurs in all part of our lives. Q. What do I need to learn to build my rapport skills? Building rapport is using all three: 121