The difference between being a bestselling author and starving artist is a fine line we walk everyday…
Word Tracks in our business is a crucial and vital part of our strategy and successes…
However, as important as they are… They only account for 7% of our communication skills!

  This is a topic every manager should address with their staff...

We spend so much time emphasizing the fact that they say the right thing... "Did you say it exactly the same way I said it?"

  Anyone can read a script of an oscar winning performance... but does that mean they all win the Oscar?

This is the biggest "H***" in most every presentation...

With that being said… You are the author and can determine your own alternate endings!
Do we not instinctively adapt to the body language, facial expressions, or tonality of voice with the customers in front of us? So much so that we don’t even realize that we are doing so…

Guess what … The same thing happens with our own body language, facial expressions and tonality of our voice… The customer is reading it like a book right before there very eyes…

You can either be read as Mystery Novel: Evasive, Suspenseful, Always Guessing, never really knowing what twists and turns lay ahead… A real psychological thriller!

Drama: Easily agitated, wearing your heart on your sleeves making your disappointment, frustration, desperation completely evident…

Short Story: Can go either way, entertaining enough to keep reading but not fulfilling or could not make past first chapter because of lack of interest…

Romance Novel: Always too good to be true! Lack real sincerity… Over the Top! Mostly show with no substance…

Sic Fi: Lost in space… Don’t be a space cowboy! Earth to Salesperson! Houston we have a problem… A real close encounter or invasion of the body snatchers!

Horror: A complete train wreck from start to finish! What evil sinister plot waits… or just a scary mess! Frightful to say the least…

Documentary: All talk no show… Just going through the motions with no enthusiasm. Informative enough yet they will never make a sequel!

What makes a great salesperson even better? Answer: Maintaining control of their emotions and to use 100% of their communication skills effectively…

Body language: Good posture is a sign of respect and shows attentiveness while demonstrating discipline… A perfect example is soldier standing at attention then parade rest…

 
Hands out of pocket, head held high, and eye contact are not up for negotiating when communicating
Crossing the arms is a defensive position and a no-no... It can be a sign of indifference or lack of interest. Also twitching, bouncing or just plain jimmy legs is conveyed as restlessness or anxiety showing lack of confidence which could lead to lack of credibility…

Always face your prospect and lean forward when they speak as to demonstrate you care what they are saying and that it is important to you… No leaning or slouching!

A simple nodding of the head as your customer speaks can put a mind at ease that you understand and have their best interests at heart. 

Never invade a prospect’s personal body space… Close talkers beware!

Facial expression: The saying “it is written all over your face” exists for a reason as well as “poker face” So never let them see you sweat and put your game face on…

Be careful of the rolling of the eyes, rubbing of temples or forehead, the deep sigh, and the list goes on and on and on…
We can nail the proper posture, body language and facial expression, and exercise all the proper word tracks but… without Tonality our performance quickly turns lack luster…

Inflection is the Shakespeare of word tracks! The cherry on top! Enthusiasm sells and knowing when to drive a bullet point home is deadly accurate with its effectiveness…

We have to remember as sales professionals we are always on stage with our performance being constantly critiqued…

A customer decides within a matter of seconds whether or not they are a fan and in order for them to keep reading we must be aware of our body language, facial expressions, and tonality!

A  valuable lesson that needs to be taught in our workplace daily... A similiar struggle that I have myself as a single parent to a teenage son and even worse yet a preetenage  daughter who set an example for their youngest sibling sister soon to be 4.

We as managers set the same example for our sales staff... In the end... it is all babysitting anyway, isn't it?

Happy Selling & Happy Reading
Jason “Jmac” McIntosh