Communication is YOUR Responsibility (video)

YEARS ago I created the UpYourTeleSales communication trilogy, and that was when I started saying the phrase, “Effective communication – it’s your responsibility.”

I don’t think anyone takes that as seriously as I do.

Although I define a conversation as an exchange of ideas between people, the responsibility for the parts of a conversation are on YOU…

• The salesperson in a conversation with your prospects and customers.
• The sales leader in conversations with salespeople, your peers, and… okay, everyone you work with.

If we list out the parts of a business conversation – it sounds like this:

1. Grab their attention.
2. Express to the other person why are you talking.
3. Ask relevant questions.
   • LISTEN.
   • Acknowledge you’ve heard them.
4. Follow up with a question on their answer.
   • LISTEN.
   • Acknowledge you’ve heard them.

1. Share information.
2. Ask more questions.
   • LISTEN.
   • Acknowledge you’ve heard them.

1. Gain agreement.
2. Set next steps.

Yup; asking questions – LISTENING – acknowledging you’ve heard them.

The process repeats over and over again.

Before you can ask questions – no matter how relevant you believe they are – there are two things that MUST happen first.

#1 – Break their preoccupation with whatever they are working on. Grab their attention… in a good way!

#2 – Ensure they know why you’re having the conversation. Not only that – also explain what is in it for THEM. That is the only way to KEEP their attention, now that you have it.

Once you’ve done steps 1 and 2, the questions will be not only relevant in your head, the person you’re speaking with will consider them relevant as well.

What makes a great conversation?

I’d say it is all about listening. When someone else leaves a conversation feeling truly HEARD, you’ve done a great job.

The key is to listen with an intent to understand.

Listen for what they are saying – and what’s missing. Listen without judgement or expectation about the final conversational outcome.

Of course, to have the opportunity to listen, you have to ask great questions.

Questioning is an art form. 

Sales, sales management, and sales leadership require you to become masterful at questioning.

Mastery means your questions must be:

• Relevant to the call purpose you expressed
• Insightful
• Though provoking

That also means you can’t “wing it.” You have to craft the questions you’ll be asking before you’re in the conversation.

Over time, you’ll find yourself…

…Developing the ability to know how to turn someone’s answer into your follow-up question.

…Knowing how to mix open ended, short answer, and close-ended questions together for conversational fluency.

Then you’ll be a master at questioning.

To be a master at communication, you have to then add in questions to gain agreement and the ability to choose a logical next step for you AND the other person, based on how the conversation has gone.

Effective communication – it’s your responsibility.

For the whole video series of “Things that are True for Salespeople AND Leaders,” check out this link.

Regards,
Lynn

P.S. Would you like a copy of the UpYourTeleSales communication trilogy? You can download it here.