2. Social skills and commercial protocol

Since we have commented previously, in any negotiation we must be skillful in our exhibition and moderate in our behavior and knowledge to be, if the sale wants to be reached successfully. For it, we are going to indicate next the best way of expressing ourselves both of word and across the forms.

2.1. The verbal communication

On having spoken about verbal communication, we are referring to the type of language that we must use. Of course, the use of the words is going to depend on many factors. First of all, not always tenth what we mean, therefore the words sometimes go slower than the thoughts. Secondly, it is possible that there are things that it is not interesting to us to say or that prefiramos do it in another moment. And finally, probably there are things that we must not say, because they are completely confidential.

The basic beginning so that our message is accepted and comprised will take root in that our language is:

Certainly, precise and simple, avoiding tecnicismos, slang, set phrases, sayings or too affected words.
Graphic and descriptive, so that I generated mental images with clarity, since we do not have any other way of support any more than the word.
Dynamic, made that is obtained avoiding the verbs in future and conditional, bringing together them in present and without demonstrating any hesitation expression.
Positive, without using drafts and expressions that evoke negative ideas in the client, but words and confirmed, positive phrases and of interest.
Not redundant, avoiding useless superlatives or too many adjectives; whenever it is possible, to use only one word instead of a phrase.
Also, along the sale process, we will treat that our language is adapted to the type of language that the speaker uses and that will have to be directed finally that is chased.
Finally, it is important to avoid the false confidence and the false humility. In this sense, it is necessary to realize very well that «if the recipient does not understand is a fault of the issuer».

Or, according to this beginning, we must never say: "it is that you do not understand me», but «I must have explained myself badly».

2.2. Nonverbal communication

The nonverbal communication is all that language that arises from our body and that does not depend on the words that we say. In fact, when we qualify a person like «nice«, it it is not so much for the words that it uses, as for the fact that perhaps he is smiling, moves the arms of dynamic form, listens to us and laughs at our occurrences... Hence we stop in those skills social that quite professional of the sale he must observe.

2.2.1. The look

They say, not without certain reason, that the eyes are the mirror of the soul. The eyes can express all kinds of emotions, and enclosed, sometimes, we manage by means of the look to know what another person is thinking. So it is not necessary to allow studying it, especially for being, inside not verbal language, the aspect most difficult to manipulate.

For general norm, when a person is listening, it looks at the eyes of another person of continued form. Therefore, we like professionals of the sale will have to look continuously at the eyes at our clients, because if they will not feel that they are not being listened.

Different it is when a person is speaking. While he speaks, it must not look too fixedly at the one that listens. The normal thing is to be distributing the look for contour, and occasionally to fix the sight in the face of our speaker. Of not being like that, we will produce discomfort. The opposite is not also advisable, to look scarcely at the one who is listening to us, because it seems that our monologue does not go with him. It is anticipated that to look at 50 for 100 of the time and to distribute the sight to other points 50 for 100 remainder is a good proportion. On the other hand, the look must be a hood, not obliquely, since in this case we will give aggressiveness sensation or will provoke suspicion in our speaker. Of the same form, we will never carry out a look of above below to our speaker, since if we do it he will feel that we are doing a "radiography" to him, fact that, if it usually produces discomfort, more is accentuated in a sales situation.

2.2.2. The gestures of the face

The gestures of the face are those who really allow to read the frame of mind of a person. In case of the seller it must show a certain warmth towards the client. How is it obtained? First of all by means of the smile. Let's try not to wrinkle the bridge of the nose, it gives suspicion sensation. The closed smile, that is to say, in which the teeth do not appear, has sometimes his delight, but it is preferable that is wider, or it can give sensation of being false. Neither let's confuse the smile with the open laugh or guffaw. The friendliness has more that to see with the first one, and in a sales situation the above mentioned can be considered to be exaggerated.

It is important to state that the smile by no means destroys the sensation of seriousness of the situation of sales. Moreover, it is verified that seeing a smile in our speaker predisposes us to relax us, and therefore it provokes major fluency in the communication. The opposite happens with the frown. It produces tension, suspicion and another person can be afraid of speaking with someone who has such an expression in the face.

2.2.3. The hands

The hands can be the big traitresses of our body. Often we do not pay enough attention to them and they are in charge of expressing what our frame of mind is. My professional experience indicates me to pay more attention to the hands than to the gestures of the face, since there express more easily the states of the unconscious one of the individual. For example, if we see a person with calm expression, but we see him rubbing the hands or boosting the fingers incessantly, we will end up by thinking that this person is really nervous.

2.2.4. The position

Very much it has been commented on the position, trying to give explanations about what another person thinks as I placed his arms or legs of one or another way. In fact, the students of the topic obtain across the kinesia (theory on the different positions of the body) a few conclusions on the validity and frame of mind of the person who is had face.

In any case, be which be the elected position it is necessary to try to give sensation of relaxation and attention to another person. If our body is relaxed, we will provoke the same sensation. Let's not forget that our body stretches to reproduce for inertia our frame of mind.

2.2.5. The clothes of dressing

With regard to the way of dressing and personal ornaments, the basic norm is that it must never attract attention any more than the product that we try to sell. The clothing always has a few norms in accordance with the type of sale that it is necessary to realize. The proper company dictates his norms on what it is expected from the clothing of the seller. In general, it is decided in favor usually of clothes of "neutral" type, neither too classic nor too modern and with colors that do not call greatly the attention. The same way excessive adornments must not also take and in case of the women not excel themselves with the cosmetics. The image sells, but it is not necessary to sell only the image.

2.2.6. The voice

The tone of voice and the diction that we support reflects to a great extent our frame of mind; as with the voice it is possible to persuade, to calm or to offer confidence, also it is possible to create a bad climate, to offend, to worry or to dissuade. Therefore, it is necessary to avoid at all costs to express monotony, weariness or lack of interest. The tone will be given by the modulation (from the serious one to the sharp one), the speed, the intonation, the rhythm, the breaks, etc. It is important to adapt these components according to every moment of the communication.

The expression must reflect:

Courteousness. If we use a series of polite elements, the person with whom we speak will perceive immediately a well-being sensation. For it we must never interrupt and yes we must use the name of the person, at least two times during the conversation. The same way it is important to say always "please", «of nothing», "thank you" when it should be appropriate.
Amiability. To smile when one speaks, is reflected in the voice. For it, he is an important correct, kind and nice being. He always likes to listen more to a nice person than to one that it is not.
Interest. It is a question of speaking with the person, I do not manage same. For it, we will have to speak with a certain enthusiasm but without exaggerating. It is essential to apologize for errors, mistakes or delays and to give explanations whenever they are necessary, of finished and exact form. It is better to lose several seconds looking for an information to lose forever the confidence of a client.
Confidence. It is clear that a sure voice tone reflects knowledge and experience in the topic. It is not necessary to demonstrate what is not known, as well as wrong information must never happen or foresee an information that might be removed from the reality.

As for the joint of the voice, it consists of the vocalización of the words. What it is necessary to do is:

To open well the mouth, marking well the words.
To take care of the correct pronunciation.
To separate every word of the others.
To pronounce the word informs.

The speed must be an average in the communication that is not face to face, since we do not arrange of signs gestuales that they help to the compression of the message. The same way, if we want to obtain a fluid and agreeable conversation, we will have to speak more slowly if the speaker is very rapid, and vice versa if the speaker speaks very slowly.

The breaks will have to be major the slower is the conversation, without forgetting that no break must be too long, or a climate of brace anxiety will take place. The breaks must be used for: