Empowered by Communication Skills

Mark winters started a new position as marketing associate for Great Western Telecommunication Corporation. Mark went through extensive training his first few weeks. Following the training, he had to call current customers who were interested in new upgrades in telephone services. His goal was to make 20 presentations each week and to sell features to at least 60 percent of potential customers.

After eight presentations and no sales, Mark decided to ask another associate, Lynn , to observe his next presentation. Lynn noticed that Mark spoke too fast and did not make good eye contact. He did not notice the customers' puzzled looks and their attempts to ask questions. For example, when talking about caller ID, Mark mentioned that the feature "did not work in all areas." What he meant was that caller ID did not identify calls received from areas that did not have the service yet.

Lynn praised Mark for knowing the product; however, she had some specific positive feedback that would help him to improve his presentation.

What communication strategies do you think Lynn will suggest to Mark?

1		What might Lynn suggest to Mark to help him improve the results of his future presentations?
			A)	Lynn might suggest that Mark practice his presentation in front of a mirror or video camera so that he can hear and see his communication problems and work to correct them.
			B)	Lynn could suggest that Mark dress differently in order to communicate his professionalism and expertise.
			C)	Lynn could suggest that Mark use simpler words—words that are not part of the business jargon—so that the customers are not so confused.
			D)	Lynn could suggest that Mark ask his customers, immediately after the presentation, why they did not purchase the upgrade.