How to Get to “Yes” at a Glance

Spotting the Three Communication Modes

Chuck Lustig Presentation

October 13, 2008

Visual

•       Eye movement: Looking at you very closely

•       Body posture: Leaning in

•       Hand movement: Expressive and up high

•       Tone: Fast talker, loud

•       Comfort words:

- See      - Visualize    - Show

- Look   - Overview    - Glance

- Focus   - Picture             - Imagine

- Vague  - Shed some light

- Puzzled - Picture

Auditory

•       Eye movement: Ahead, looking at you

•       Body posture: Sitting up (Listening-”Ears first”)

•       Hand movement: Moving up and down

•       Tone: Pace of a radio announcer (Designed for listening

•       Comfort words:

- Hear    - Speak         - Rings true

- Listen  - Sounds like              - Volume

- Tell     - Harmony           - Imagine

Feeling (Kinesthetic)

•       Eye movement: Down

•       Body posture: Straight to caved over

•       Hand movement: Hands in pockets

•       Tone: Slow with pauses

•       Comfort words:

–     Touch    - Rough - Grab

–     Handle  - Irritate - Tough

–     Grasp     - Hit on  - Hot, Lukewarm

–     Feeling  -

Two “Meta” Questions:

When interviewing a prospect ask:

“To you, (NAME), what is most important about a (CLASS OF SERVICE OR PRODUCT)?

Always follow up with: “What is important about (WHATEVER THEY SAY AS ANSWER TO FIRST QUESTION)