Sales Professionals: Are You Making This Crucial Communication Error?

The person walked into an office to purchase a service. The department manager, who was behind the computer in the office,  gave her a business card and said, "Email me with the details and I'll get back to you."

What happened? The prospective customer, who had been ready to buy, took the card and did not send the e-mail.

The office manager, who had the power to act immediately, was not pro-active. She did not take the prospective customer's name and contact information, or give her the desired information on the spot. She sounded disinterested in having a prospective new customer.
Instead, she expected the prospective customer to put forth more effort (by sending an e-mail) to request the service. She did not consider the number of competitors for that service that the customer passed regularly, or the other distractions competing for the person's attention.

This scenario also happens in another, more common, way. When a customer calls into an office, if he reaches the wrong person, that employee can either switch him to the correct person or can ask the customer to call back. The first way is pro-active, and shows great customer service. The second (reactive) way can lose a customer, or get him frustrated. How is this handled in your organization? Do all employees know how to locate the correct employee's name and phone extension, and do they get training in how to switch callers to the correct extension?

Every customer interaction counts, and communication is vital to all of them. Make the customer feel wanted through efficient, pro-active communication and sales techniques - by all of your employees who have internal or external customers!

Business Speech Improvement provides communication coaching and concise e-books. Check out your options now!

American English pronunciation and why you shouldn't say "furnitures"

American English is a complicated language. As a speech coach, I frequently hear complaints about all the exceptions to the rules and other irregularities that don't occur in more regulated languages such as Spanish.

Recently I saw an ad from someone who wanted to sell "furnitures". English has a concept known as mass or uncountable nouns. These are categories in which it is difficult to count each individual item, such as air, water, grass, information, sugar or peace. It also includes collections of items, such as mail, garbage, furniture or clothing.  All of these do not have plurals, so we do not put an "s" after them.

This concept and many more are included in the intensive seminar on American English Pronunciation Improvement for Non-native Professionals, to be offered October 6 -8, 2014, in Durham, NC (USA). This is a customized seminar, with only 6 learners. Each will get an individual speech assessment and a speech improvement plan designed specifically for him or her.

Feel the relief of knowing you are practicing with your speech coach's help - and knowing you are saying the words correctly! As one surprised professional commented recently, "You mean I have been saying this wrong all these years?"

 Get more information on this unique program, and enroll today!

The speech coaching process - and you!

Have you ever wondered what happens during speech coaching?

It starts with goal-setting. What do you want to be able to do differently by the end of the process? Some clients want to pronounce American English more clearly, due to either a strong foreign or regional accent. Listeners have trouble understanding them, they report.

Other clients want to be able to speak more effectively at a department meeting, or to give a business or scientific presentation better.

Some clients want help to learn to speak slower, or to be more effective leaders. Others want help learning non-verbal communication, how to make "small talk" or how to speak more concisely, as their supervisor is requesting.

Others have different requests involving verbal communication.

After goal-setting, your communication will be assessed, and then customized training will be developed.

Coaching may take place in small groups, be done individually, or sometimes online. Concise e-books filled with practical tips are also available.

Clients comment that the speech coaching they received made a difference; they reported feeling more self-confident, were delighted that others understood them more easily, or did better with their careers. 

Better speech can have a big impact!

Learn more about Business Speech Improvement's speech coaching options now!

Non-verbal business communication skills

Only 7% of your business communication is conveyed through your words, according to a famous study by Albert Mehrabian, PhD. The rest is conveyed through a combination of your eye contact, facial expressions, and tone of voice. 

Do you have trouble making consistent eye contact, smiling and sounding friendly at  appropriate times, and using gestures to improve your communication, when necessary? Is your voice loud enough, but not too loud?

Start by asking your colleagues and friends for feedback on these issues,  as they are aware of your verbal image most likely. Choose one  goal at the time to work on. Decide when the behavior is done best, and when it is most difficult to achieve. 

These behaviors can be affected by certain cultural beliefs. Ask people who are of your culture, and of the majority culture, to judge whether your behaviors are appropriate.

Business Speech Improvement provides coaching in business communication, including non-verbal skills, accent modification, presentation skills, diction, and more. Click here to learn more about these services!