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Chapter05 Communication Skills
Chapter05 Communication Skills
Communication skills
Bùi Ngọc Tuấn Anh (PhD)
buingoctuananh@gmail.com
Chapter objectives
• Describe and apply the communication process and understand the key
factors for successful communication.
• Apply discussion skills in your everyday communications with the
customer.
• Prepare effective aligning strategies for individual customers based on
their social profile.
buingoctuananh@gmail.com
Communication Skills
• To give and get information,
• evaluate and explore ideas and opinions, and
• persuade others
• Basic communication process
• Discussion skills
• Social profiling
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1
Basic communication process
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2
Discussion skills: guiding the sale
• Asking insightful open-ended questions
• Transitioning smoothly
• Presenting solutions with value
• Handling objections effectively
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buingoctuananh@gmail.com
Transitioning smoothly
• Guide the conversation naturally between topics to maintain a logical flow.
Use phrases like:
• "That's a great point. In terms of achieving that outcome,..."
• "Building on what you mentioned about..., how would...?"
• "To understand your needs better, can we talk a little bit about...?“
• "That's a great point. In terms of [related topic], ..."
• "Building on what you mentioned about [previous topic], ..."
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3
Presenting solutions with value
• Don't just talk about features. Highlight the specific benefits your product
or service offers that directly address the customer's challenges.
• Focus on how your product or service:
• Solves their pain points and helps them achieve their goals.
• Provides a clear return on investment (ROI).
• Offers unique benefits compared to competitors.
• Use transitions like:
• "Considering what you've shared, our product's X feature can help you by..."
• "To address the challenge of Y, our solution offers Z functionality, which can..."
• "With our service, you can expect to see improvements in A, leading to B for
your business.“
buingoctuananh@gmail.com
buingoctuananh@gmail.com
buingoctuananh@gmail.com
4
Social style matrix
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Sixteen sub-quadrants