Unless you hold a mirror to your face each time you speak with someone, you really have no way of identifying what messages and signals the listener is receiving. This, by the way, applies not just to face-to-face sales calls, it applies to telephone conversations too. You see our voice tells just as many things about us as our face.

The world and the people population of it, is a mixed group so we really have no way of knowing if what we say is getting understood. This is especially true if we cannot see the listener. Our voice manner, tone and modulation send subtle messages about where our mind and thoughts are when we speak. Our prospect or customer, whether they are aware of it or not, is making judgments and assessments about us every time we engage in dialogue with them. Subtle messages received by them can be potent allies in our quest for effective communication.

The question before us should be what do I want prospects and customers to see about me?' This requires introspection, the right brain soft skill of observing and analyzing oneself.

If in a face to face call we know attention is being paid to our body movement, hand and facial gestures just as much as the content and insight we are delivering. Moreover customers and prospects pick up other clues that signal many things about us too. Signals such as our thoughtfulness, thoroughness, trustfulness, honesty and empathy are caught and processed by them. These are just as significant in messaging as the spoken word. We know the same enthusiasm used in a group presentation will probably not have the same effect as in a one-on-one session. In fact such enthusiasm may put our prospect or customer ill at ease or even frighten them.

Heres the point. Be aware of what we want the world to see us as. When people hear our name or see us again what is the mental image we want them to have of us. Caring about the image we leave with others, mentally rehearsing how we will handle various situations and paying attention to what image we want to leave behind will help our effectiveness over time. Well find we can communicate more with fewer words and time spent in the communication continuum.

Don McNamara

Since 1997 Don McNamara CMC, has brought a robust combination of capabilities and experiences to the practice of sales management consulting, training, coaching and professional speaking.

Prior to forming Heritage Associates, Inc. Don compiled over 30 years sales experience from the field level to executive sales management. In his career he has been an individual contributor, corporate sales training manager, regional manager, national sales manager and vice president of sales. During this span he recruited, hired, trained and supervised over 1,200 sales persons and their managers.

Regardless of capacity, product line or sales channel specified for the firms? he represented, he has improved sales a minimum of 25%. In one instance as a regional manager the team he assembled doubled sales from one year to the next. In another, he was recognized for the lowest cost of sales of any field manager. When he restaffed an entire sales organization within four months it resulted in them meeting their quota the very first quarter they were assembled.

Throughout his career, Don has consistently turned under performing teams into top performers in their companies.

While he has the background in the technical requirements of sales organizations, he has numerous years experience improving sales teams through the practical application of sound management and development principles.

He holds a Bachelor of Science in Business Administration from LeMoyne College (Syracuse, New York) and advanced studies from the University of California-Irvine Graduate School of Management in Managerial Effectiveness.

Don is a Certified Management Consultant (CMC) as a member of the Institute of Management Consultants where he is Professional Development Chair and past Vice President of Membership for the Southern California Chapter. He is also a member of the Professional Service Providers and a professional member of the National Speakers Association.

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