Page 48 - 130902
P. 48
Education
Education
StreetSmartsreetSmarts
St SMM
S
It's not what you sa
It's not what you sayy
By Dale S. Laszigg T
By Dale S. Laszi
TransSwipe Merchant Services, believes posture, dress and ransSwipe Merchant Services, believes posture, dress and
s
Castles Technology Co. Ltd.astles Technology Co. Ltd. speech can be important differentiators for MLSs. peech can be important differentiators for MLSs.
C
"Being attentive and being a good listener always goes a Being attentive and being a good listener always goes a
"
H b say the most important things about communicating with y the most important things about communicating with
long wa
long way in business communication," she said. "I would y in business communication," she said. "I would
ave you ever felt trapped in a conversation and you ever felt trapped in a conversation and
ave
sa
become so preoccupied with planning your ecome so preoccupied with planning your
ot
other people in regards to business are to be professional in her people in regards to business are to be professional in
escape that you couldn't even hear what the scape that you couldn't even hear what the
e
h
H other person was saying? Perhaps you didn't other person was saying? Perhaps you didn't
that shows the level of expertise you have in your position." hat shows the level of expertise you have in your position."
t
want to discuss a particu
want to discuss a particular subject or you felt uncomfort-lar subject or you felt uncomfort- how you are speaking and to come across with confidence ow you are speaking and to come across with confidence
able with someone's manner of speaking. Whatever the h someone's manner of speaking. Whatever the
able wit
r reason, you may want to explore what's pushing your eason, you may want to explore what's pushing your 2. Be a good listenerd listener
2. Be a goo
b
buttons. uttons.
M
Many of us are familiar with the 95/5 rule – the any of us are familiar with the 95/5 rule – the
Self-awar recommended ratio for listening (95 percent) and speaking ecommended ratio for listening (95 percent) and speaking
Self-aware merchant level salespeople (MLSs) have a e merchant level salespeople (MLSs) have a
r
strategic advantage over emotionally reactive MLSs. lly reactive MLSs.
strategic advantage over emotiona (5 per
(5 percent). Bryan Lee, Sales Manager at United Merchant cent). Bryan Lee, Sales Manager at United Merchant
They're better prepared to engage with an array of hey're better prepared to engage with an array of
T Services, r
Services, recommends diving in, asking questions and not ecommends diving in, asking questions and not
colleagues and merchants. They avoid or underplay topics worrying too much about how you look. If you're sincerely ying too much about how you look. If you're sincerely
colleagues and merchants. They avoid or underplay topics
worr
t
that are prone to ignite strong feelings. They also respect hat are prone to ignite strong feelings. They also respect interested in the other person, that will come across; a few nterested in the other person, that will come across; a few
i
other people's opinions, even when they disagree.her people's opinions, even when they disagree. fumbles won't matter and may even help to humanize the
ot
fumbles won't matter and may even help to humanize the
situation.
situation.
Etiquette varies acr
Etiquette varies across cultures, but courtesy and tolerance oss cultures, but courtesy and tolerance
ar When we focus too much on ourselves, we tend to forget
are common prerequisites for doing business anywhere e common prerequisites for doing business anywhere
When we focus too much on ourselves, we tend to forget
in the world. The payment professionals I interviewed
in the world. The payment professionals I interviewed what we are trying to convey, Lee said. "The desire
what we are trying to convey, Lee said. "The desire
f for this article offered basic guidelines for interpersonal or this article offered basic guidelines for interpersonal to be outstanding, the thought to impress others will
to be outstanding, the thought to impress others will
c communication. Here, in their words, are five rules of ommunication. Here, in their words, are five rules of always hinder good communication," he added. "Always
always hinder good communication," he added. "Always
engagement. remember, that little bit of awkwardness reminds the
engagement.
remember, that little bit of awkwardness reminds the
opposite party that all of us are, after all, imperfect human
opposite party that all of us are, after all, imperfect human
beings capable of making mistakes. This will add the
1. Use a professional toneprofessional tone
1. Use a beings capable of making mistakes. This will add the
'human factor' allowing them to comfortably accept what
'human factor' allowing them to comfortably accept what
we are trying to offer."
Business c
Business conversations tend to be more formal than onversations tend to be more formal than we are trying to offer."
personal interactions, which are more casual. Many ersonal interactions, which are more casual. Many
p
languages have formal and informal pronouns to guages have formal and informal pronouns to
lan 3. Keep a positive attitudede
3. Keep a positive attitu
distinguish between business and personal discussions – guish between business and personal discussions –
distin
even English once used "thou" for informal and "you" for ven English once used "thou" for informal and "you" for Attitude is everything in sales. We need to believe in ything in sales. We need to believe in
e
Attitude is ever
fo
formal situations.rmal situations. ourselves, our
ourselves, our products and services, and the value that products and services, and the value that
we bring to the merchant community. Having a positive he merchant community. Having a positive
we bring to t
M attitude means appr
Melissa Christensen, Sales and Operations Manager at elissa Christensen, Sales and Operations Manager at
attitude means appreciating the efforts of the people eciating the efforts of the people
488
4
Education
StreetSmartsreetSmarts
St SMM
S
It's not what you sa
It's not what you sayy
By Dale S. Laszigg T
By Dale S. Laszi
TransSwipe Merchant Services, believes posture, dress and ransSwipe Merchant Services, believes posture, dress and
s
Castles Technology Co. Ltd.astles Technology Co. Ltd. speech can be important differentiators for MLSs. peech can be important differentiators for MLSs.
C
"Being attentive and being a good listener always goes a Being attentive and being a good listener always goes a
"
H b say the most important things about communicating with y the most important things about communicating with
long wa
long way in business communication," she said. "I would y in business communication," she said. "I would
ave you ever felt trapped in a conversation and you ever felt trapped in a conversation and
ave
sa
become so preoccupied with planning your ecome so preoccupied with planning your
ot
other people in regards to business are to be professional in her people in regards to business are to be professional in
escape that you couldn't even hear what the scape that you couldn't even hear what the
e
h
H other person was saying? Perhaps you didn't other person was saying? Perhaps you didn't
that shows the level of expertise you have in your position." hat shows the level of expertise you have in your position."
t
want to discuss a particu
want to discuss a particular subject or you felt uncomfort-lar subject or you felt uncomfort- how you are speaking and to come across with confidence ow you are speaking and to come across with confidence
able with someone's manner of speaking. Whatever the h someone's manner of speaking. Whatever the
able wit
r reason, you may want to explore what's pushing your eason, you may want to explore what's pushing your 2. Be a good listenerd listener
2. Be a goo
b
buttons. uttons.
M
Many of us are familiar with the 95/5 rule – the any of us are familiar with the 95/5 rule – the
Self-awar recommended ratio for listening (95 percent) and speaking ecommended ratio for listening (95 percent) and speaking
Self-aware merchant level salespeople (MLSs) have a e merchant level salespeople (MLSs) have a
r
strategic advantage over emotionally reactive MLSs. lly reactive MLSs.
strategic advantage over emotiona (5 per
(5 percent). Bryan Lee, Sales Manager at United Merchant cent). Bryan Lee, Sales Manager at United Merchant
They're better prepared to engage with an array of hey're better prepared to engage with an array of
T Services, r
Services, recommends diving in, asking questions and not ecommends diving in, asking questions and not
colleagues and merchants. They avoid or underplay topics worrying too much about how you look. If you're sincerely ying too much about how you look. If you're sincerely
colleagues and merchants. They avoid or underplay topics
worr
t
that are prone to ignite strong feelings. They also respect hat are prone to ignite strong feelings. They also respect interested in the other person, that will come across; a few nterested in the other person, that will come across; a few
i
other people's opinions, even when they disagree.her people's opinions, even when they disagree. fumbles won't matter and may even help to humanize the
ot
fumbles won't matter and may even help to humanize the
situation.
situation.
Etiquette varies acr
Etiquette varies across cultures, but courtesy and tolerance oss cultures, but courtesy and tolerance
ar When we focus too much on ourselves, we tend to forget
are common prerequisites for doing business anywhere e common prerequisites for doing business anywhere
When we focus too much on ourselves, we tend to forget
in the world. The payment professionals I interviewed
in the world. The payment professionals I interviewed what we are trying to convey, Lee said. "The desire
what we are trying to convey, Lee said. "The desire
f for this article offered basic guidelines for interpersonal or this article offered basic guidelines for interpersonal to be outstanding, the thought to impress others will
to be outstanding, the thought to impress others will
c communication. Here, in their words, are five rules of ommunication. Here, in their words, are five rules of always hinder good communication," he added. "Always
always hinder good communication," he added. "Always
engagement. remember, that little bit of awkwardness reminds the
engagement.
remember, that little bit of awkwardness reminds the
opposite party that all of us are, after all, imperfect human
opposite party that all of us are, after all, imperfect human
beings capable of making mistakes. This will add the
1. Use a professional toneprofessional tone
1. Use a beings capable of making mistakes. This will add the
'human factor' allowing them to comfortably accept what
'human factor' allowing them to comfortably accept what
we are trying to offer."
Business c
Business conversations tend to be more formal than onversations tend to be more formal than we are trying to offer."
personal interactions, which are more casual. Many ersonal interactions, which are more casual. Many
p
languages have formal and informal pronouns to guages have formal and informal pronouns to
lan 3. Keep a positive attitudede
3. Keep a positive attitu
distinguish between business and personal discussions – guish between business and personal discussions –
distin
even English once used "thou" for informal and "you" for ven English once used "thou" for informal and "you" for Attitude is everything in sales. We need to believe in ything in sales. We need to believe in
e
Attitude is ever
fo
formal situations.rmal situations. ourselves, our
ourselves, our products and services, and the value that products and services, and the value that
we bring to the merchant community. Having a positive he merchant community. Having a positive
we bring to t
M attitude means appr
Melissa Christensen, Sales and Operations Manager at elissa Christensen, Sales and Operations Manager at
attitude means appreciating the efforts of the people eciating the efforts of the people
488
4
