Zoom Deal Closing Guide — 14 Hacks to close more clients on Zoom (or In Person)
I wrote this guide specifically for Business Owners, Solopreneurs, and Salespeople who close clients over Zoom
Note: This is a complete course for business owners, solopreneurs, and or anyone who does face-to-face sales or remote sales over Zoom. This course was originally intended to be recorded over video and sold for $599.49 but it was so valuable for everyone we decided we should just share the transcript online for free. Hope you find it useful!
John Lester is a 40-year sales industry veteran, Author, Fractional CRO, coach to top-performing salespeople, and Author.
He’s the inventor of the Sales-berg method. Focusing on the authenticity of the message to connect buyers with sellers and craft the perfect Go-to-Market Strategy.
You’ll love his Understanding Sales Newsletter on Substack.
There are multiple factors that influence an individual when making a decision, especially a buying decision.
In as much as there has been much conversation recently about tips, hacks, and practices when using video technology (Zoom, Teams, Meet, etc) the concepts discussed below are equally as applicable in face-to-face meetings.
Most of these are easy to implement and are common-sense based. The truth is we tend to get tunnel vision on closing a deal and forget them. It’s human nature!
Caveat: These are not absolutes. They are based on my experience over 30 years selling, managing, and consulting with organizations and individual salespeople. It is also based on my Adult Education class, “The Truth About Selling” as well as my book, “Winning the Inner Game of Sales: The Foundation of Success is Mindset” available on Amazon.com.
They are also supported by other writers and practitioners. The purpose is to give you perspective more than a road map. Remember, nothing works 100% of the time.
All the below contribute to the feeling of the buyer towards you and to your offer. Most of it is subconscious so you may not see an immediate reaction from the buyer. But the impact is there — or not.
For starters, let’s establish a few guidelines or principles that are the foundation for the hacks listed:
- Sales are made less on the product and more on you. Create a favorable impression and increase your odds of a sale.
- Buyers make decisions about you instantly based on subconscious information. And you can control most of it.
- What they are trying to grasp: are you like me, can I trust you not to eat me, will you bring value to me, do you understand my problem, should I trust you to solve it.
- Rapport, as you have possibly been taught, does NOT work. And may cost you deals.
- People buy you first, not your product.
- Teddy Roosevelt once said, “Nobody cares how much you know until they know how much you care.”
Let’s talk about 14 areas where you can influence the buyer’s perception, subconscious, and conscious feelings. These are very easy and take little work on your part.
You can learn and follow these — or not.
In the words of the Proverb, “It is better to be safe than sorry.”
Here they are:
- Be on time
- Eliminate Filler words
- Tell them what’s important
- Speak in a normal voice
- Arrange Proper Lighting
- Adjust Your Camera angle
- Upgrade Your Physical appearance
- Engage in Eye contact
- Use hand gestures / be animated
- Leverage Differentiating / Interesting highlights
- Be prepared / have an agenda / have it on paper (for you)
- Ask probing questions
- Listen / take notes / repeat
- Summarize and have next steps
“Attitude is a little thing that makes a big difference” — Winston Churchill
“Great things are done by a series of small things brought together.” — Vincent Van Gogh
1 — Be On Time
“Respecting other people’s time is essential for building trust and strong relationships.” — Brian Tracy
It is small but powerful.
Being on time to a meeting conveys more than you might realize:
- It shows that you have Respect for Others’ Time. Nobody believes they have time to waste. And the more important the individual is to your success, the less time they have. Meetings often involve multiple people, each with their own valuable time. Arriving late disrespects their schedules and the time they’ve allocated for the meeting.
- Punctuality is a fundamental aspect of professionalism. It demonstrates reliability, organization, and respect for commitments. And that you can deliver on your promises.
- Late arrivals disrupt the meeting’s flow. Important information might be missed, and the meeting may need to be restarted, wasting everyone’s time. If you are late, you might not have the opportunity to provide your input and perspective.
- Consistent tardiness will damage team dynamics. It can create frustration and resentment among colleagues.
- In almost every situation, first impressions matter. Arriving late can negatively impact how you’re perceived by others, particularly in professional settings.
Being on time to a meeting is crucial for several reasons:
- Respect for Others’ Time: Meetings often involve multiple people, each with their own valuable time. Arriving late disrespects their schedules and the time they’ve allocated for the meeting.
- Professionalism: Punctuality is a fundamental aspect of professionalism. It demonstrates reliability, organization, and respect for commitments.
- Meeting Efficiency: Late arrivals disrupt the meeting’s flow. Important information might be missed, and the meeting may need to be restarted, wasting everyone’s time.
- Teamwork: Consistent tardiness can damage team dynamics. It can create frustration and resentment among colleagues.
- First Impressions: In many situations, first impressions matter. Arriving late can negatively impact how you’re perceived by others, particularly in professional settings.
Tips for Being On Time:
- Plan Ahead: Account for potential delays like traffic, public transport issues, or unexpected events.
- Set Reminders: Use calendar alerts or phone reminders to stay on top of meeting schedules.
- Be Prepared: Gather any necessary materials beforehand to avoid last-minute scrambling.
- Communicate: If you anticipate being late, inform the meeting organizer or team members in advance.
Takeaway: By prioritizing punctuality, you demonstrate respect, professionalism, and contribute to a more productive and positive work environment.
“Early is on time, on time is late, and late is unacceptable” — Eric Jerome Dickey
2 — Eliminate Filler words
“The difference between the right word and the almost right word is the difference between lightning and the lightning bug.” — Mark Twain
Does it bother you when a speaker interjects words or phrases into their speaking that do not add value or clarity to their message?
I sat in an audience the other day and counted the speaker’s filler words. He spoke for 15 minutes and said “Right” 37 times. That’s a mental interruption every 24 seconds!
Filler words are words or sounds that people use to fill pauses in their speech or that are simply added to their conversation.
They are typically used when a speaker is thinking about what to say next, hesitating, or feeling uncertain. But they also emerge when they have become part of the speaker’s normal pattern.
These words or sounds don’t add any significant meaning to the sentence. They add no clarity or explanation.
Common filler words include “um,” “uh,” “like,” “you know,” “so,” “well,” “basically,” “actually,” and “right.”
Here are some of the most common filler words in English:
- “Um” / “Uh” / “Ah”
- “Like”
- “You know”
- “Well”
- “So”
- “I mean”
- “Basically”
- “Actually”
- “Kind of” / “Sort of”
- “Right”
Many speakers are not fully aware of how often they use filler words. They become ingrained habits, almost like verbal tics, that slip out without conscious thought.
In as much as filler words can be used intentionally, usually to allow the speaker more time, realize that filler words are distracting and do more damage than good.
They disrupt the flow of thought. Filler words break the natural rhythm of speech, making it harder for the listener to follow the speaker’s train of thought.
They diminish credibility. Excessive use of fillers can make the speaker appear unprepared, nervous, or lacking confidence. It can give the impression that they are unsure of what they want to say.
They detract from the message. By constantly interrupting the flow with unnecessary words, fillers can diminish the impact and clarity of the speaker’s message. The listener’s attention is drawn away from the content and towards the speaker’s verbal tics.
They are unprofessional. In professional settings, frequent use of fillers can create a less polished and less authoritative impression.
Essentially, filler words are like static on a radio signal — they interfere with clear and effective communication. By minimizing the use of fillers, speakers can improve their clarity, confidence, and overall impact.
Takeaway: Filler words detract from the content and impact of the intended message.
“Strong communication is concise and impactful.” — Joseph Joubert (French moralist and essayist)
3 — Tell them what’s important
“Focus on the core message and deliver it with clarity and conviction.” — Steve Jobs (Entrepreneur and innovator)
When voice response systems were becoming the norm — “Press 1 for checking, Press 2 for Savings …” the designers were always concerned with information, or prompt, overload. How many prompts could you give the caller before they became confused and could not remember the earlier prompts. It seemed (observation vs scientific) that we could speak 5 prompts before the caller reached frustration.
We then tried something different. At the beginning of the call, we added the message, “You will be given 7 prompts …” The caller’s mind was prepared then to accept 7 prompts. No frustration.
The key was to give the listener boundaries.
A time-tested and effective speaking formula is to:
- Tell them what you’re going to tell them: Start with an introduction that outlines your main points.
- Tell them the stuff: Present the body of your speech with those key points.
- Tell them what you’ve told them: Conclude by summarizing your key takeaways
Most calls, most meetings go anywhere from let’s say 25 to 45 or 50 minutes. If you remember in school, they used to make our classes anywhere from 45 to 50 minutes because they believe that that’s the optimal time that you can stay focused on something.
Most of your calls/conversations you’re going to find are going to be about that period. What parts of those components of the discussion do you want the person to walk away with and remember?
Consider the audience member / buyer. If leave the discussion / presentation and the next day they meet their boss and the boss says, “Hey, I heard you had that call with John Lester. How did it go? What’d you learn?”.
What two or three, (usually it’s about three things) do you want them to remember? Do you want them to ingest and retain, into their subconscious, and be able to give back to somebody else?
You must tell the them the points that you want them to remember. And there are lots of different ways to do that. During the conversation, you can stop and say, “Hey, this is really important.” or “There are three things we’re going to talk about today”.
The point is to register in their brain that there are a number of important points for them to remember.
Now let’s couple this with another important finding. The classic “Cone of Experience” developed by Edgar Dale in the 1940s suggests that people retain information best when they are actively involved in the learning process. Here’s a simplified breakdown of the retention rates he proposed:
- Hear: 5%
- See: 30%
- See and Hear: 50%
- Say and Write: 70%
- Do: 90%
These percentages are not scientifically precise and can vary greatly depending on factors like individual learning styles, the complexity of the information, and the quality of the presentation. While the Cone of Experience provides a valuable framework, modern learning theories emphasize the importance of active learning, meaningful connections, and social interaction.
Explore these resources for a deeper understanding of learning and memory:
- Cognitive Load Theory: This theory explores how the human brain processes information and provides insights into effective learning strategies.
- Spaced Repetition: This technique involves reviewing information at increasing intervals to enhance long-term retention.
Takeaway: Incorporate these concepts for better retention and impact.
1) Determine in advance the 3 takeaway points.
2) Use the story-telling framework.
3) Use the Cone of Experience to ensure you reinforce the points in different ways.
“Know your audience and tailor your message to their needs and interests.” — Dale Carnegie (Author of “How to Win Friends and Influence People”)
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4 — Speak in a normal voice
“The art of communication is the language of leadership.” — James C. Hunter
This point was originally highlighted for video meetings / presentations. But it is applicable for in-person as well.
On video, speak as if you’re in the room with the person.
Don’t mumble. Don’t yell.
It’s interesting to see many people on the street that have their cell phone out and they’re screaming at the cell phone. Seriously? What are they really trying to do? The microphones and speakers in cell phones today are very good. They’re very efficient. Just speak in a normal voice.
We convey content and context with our voices.
Most speakers, in my experience, unless they’re professionally trained, speak in a constrained range. Their pace stays even, and the emotional content remains within a defined range. Their highs stay about the same, their lows stay about the same.
The listeners brain can’t distinguish the relative importance of the speaker’s message. They have to rely only on content. And the interpretation of the listener might not align with the intent of the speaker.
Changing the tone, the rate, introducing repetition, introducing pauses, asking for confirmation, and more are all techniques that improve the delivery and understanding of your message.
According to statistics, and there are many on this topic, the average individual has somewhere in the range of 12,000 to 60,000 thoughts a day. Even at 24 hours that is a lot of competition in the listener’s brain for their attention to your message.
Nobody will object to your stopping for a few seconds to allow the emphasis to set in and let their brain catch up.
We’ve all been there. You’re in a meeting, giving a presentation, or simply having a conversation, and you want to ensure your key messages are heard and understood. While shouting or overly dramatic speech might grab attention, it can also be distracting and unprofessional.
The good news is that you can effectively emphasize important points without resorting to theatrics. By subtly manipulating rate, tone, pitch, and speed of your speech, you can create a powerful and persuasive delivery.
Here are some points on making your voice more interesting and compelling:
Slow down: When conveying crucial information, slow down your speech slightly. This creates a sense of importance and allows your audience to fully grasp the concept.
Pause: Strategic pauses can be incredibly impactful. Pause before or after a key phrase or sentence to emphasize its significance and allow the information to sink in.
Vary your tone: Avoid a monotonous delivery. Inflect your voice to convey different emotions and nuances. For example, use a slightly lower tone for serious points and a slightly higher tone for exciting or surprising information.
Raise your pitch slightly: A subtle increase in pitch can highlight a particular word or phrase, making it more memorable.
Increase speed slightly: A momentary increase in speed can create a sense of urgency or excitement, drawing attention to a specific point.
Highlight: Call out key points and/or repeat them.
Engage the audience: Ask for feedback after a significant point. Look at the individual when asking.
Takeaway: By mastering these subtle vocal techniques, you can significantly improve your communication skills and ensure your message is heard and remembered.
“Speak clearly, confidently, and with enthusiasm.” — Dale Carnegie (Author of “How to Win Friends and Influence People”)
5 — Arrange Proper Lighting
“Good lighting can make a huge difference in how you are perceived.” — David Perell (Writer and entrepreneur)
This point is mostly applicable for video meetings / presentations.
One of the most important hacks is proper lighting.
Room lighting, especially if the room is in your house, is arranged for ambiance. It is not set for a video conference.
In a video call, you want to highlight yourself so others can easily see your face and your expressions. The lighting should not distract the viewer. They should not even “see” it.
Lighting should be enough to highlight you, to give you some contrast. You don’t want to be sitting in the dark, but again, you’re trying to replicate to a certain extent being in the room with somebody
However, a poorly lit video call can significantly detract from your professional image and hinder effective communication.
Proper Lighting Fosters:
- Professionalism: A well-lit face creates a polished and professional appearance, building trust and credibility with your audience.
- Engagement: It makes you more visible and engaging, capturing attention and preventing viewer fatigue.
- Clarity: Adequate lighting ensures your facial features are clearly visible, improving communication and reducing misunderstandings.
- Confidence: Feeling confident in your appearance can boost your self-assurance and improve your overall performance on the call.
- Reduces Distraction: Improper lighting can encourage the viewers brain to notice the lighting and steal focus from the actual conversation.
Tips:
1 / Natural Light is Your Friend:
- Position yourself near a window with natural light.
- Avoid direct sunlight, which can create harsh shadows and glare.
- Use sheer curtains or blinds to diffuse the light.
2 / Embrace Soft Artificial Light:
- Invest in a ring light or softbox to create even, flattering illumination.
- Place a desk lamp or floor lamp behind your computer to provide a soft backlight.
- Avoid overhead lighting, which can create harsh shadows under your eyes.
3 / Three-Point Lighting (for advanced setups):
- Key Light: The main light source, positioned at a 45-degree angle in front of you.
- Fill Light: A softer light source positioned opposite the key light to fill in shadows.
- Backlight: A light placed behind you to separate you from the background.
4 / Eliminate Distractions:
- Avoid backlighting from windows or bright lamps, which can create a silhouette effect.
- Minimize glare from reflective surfaces like glasses or computer screens.
5 / Test Beforehand:
- Conduct a test call before your meeting to ensure your lighting is optimal.
- Check your camera settings and adjust brightness and contrast as needed.
Takeaway: Pay attention to lighting to enhance your video call experience, project a professional image, and ensure your message is effectively communicated.
“Proper lighting can enhance your energy and engagement.” — Prezi (Presentation software company)
6 — Adjust Your Camera Angle
“Maintain eye contact with the camera to create a connection with your audience.” — Gary Vaynerchuk
Another pointer for video conferencing.
Again, we’re trying to mimic a normal, in-person conversation. As if we’re sitting in the room with them.
As we just discussed above relative to Lighting, the content of your message is paramount. However, how you present yourself visually can significantly impact your professional image and the effectiveness of your communication.
The two main points here are that the camera angle is important as well as ensuring that you are looking at the camera.
Camera Angle Does Matter:
- Professionalism: A well-framed shot conveys professionalism and attention to detail.
- Engagement: Eye contact is crucial in communication. Proper camera angle helps maintain eye contact with your audience, even though you’re looking at the camera.
- Clarity: The right angle ensures your face and upper body are clearly visible, making you easier to see and understand.
- Confidence: Feeling confident in your visual presentation can boost your self-assurance and improve your overall performance on the call.
Tips for Optimal Camera Angle:
1 / Eye Level:
- Position your camera at or slightly above eye level.
- This creates a more natural and engaging perspective.
- Avoid looking down at the camera, which can make you appear less confident and authoritative.
2 / Frame Appropriately:
- Frame your face and upper body comfortably within the camera’s view.
- Avoid excessive headroom or cutting off the top of your head.
- Ensure your background is professional and free of clutter.
3 / Find the Sweet Spot:
- Experiment with camera distance to find the most flattering angle.
- A slightly wider shot can provide context, while a closer shot can create a more intimate feel.
4 / Use a Stand or Tripod:
- Invest in a laptop stand or tripod to elevate your camera to the correct height.
- This frees up your hands and ensures stability, preventing shaky footage.
5 / Test Beforehand:
- Conduct a test call before your meeting to ensure your camera angle is optimal.
- Check your camera settings and adjust focus and zoom as needed.
Takeaway: Adjust your camera angle and field of view. You wouldn’t stand at a meeting and look down at someone.
“Position the camera at eye level to project confidence and professionalism.” — Andrew Ng (Computer scientist and educator)
If you like this course then subscribe to the Understanding Sales Newsletter on Substack to get more resources like this. Click here
7 — Upgrade Your Physical Appearance
“Your appearance reflects your level of professionalism and respect for your audience.” — Deborah Tannen (Linguist and author)
People make first impressions of you with their eyes. What they see is what they think they will get.
And this applies in person as well as on video.
Here’s a question for you. Think about your appearance on prospect / client calls. Would you go to their office looking the same? You might have the best metal band t-shirt collection, but would you wear that to a meeting with a bank executive?
Physical appearances say many things to people.
- Are they like me?
- Can I respect them, do they respect me?
- Do they care about the details?
- Does their speech match their actions?
If you’re out there talking to your friends, who cares? But this is a business interaction. Kick up your style just a little bit. Look good, look groomed,
Physical Appearance Matters:
- First Impressions: First impressions are crucial, and your appearance significantly contributes to the initial perception others have of you.
- Professionalism: A polished and professional appearance demonstrates respect for yourself, your colleagues, and the occasion.
- Confidence: Dressing well can boost your self-confidence and improve your overall performance in the meeting.
- Credibility: A well-groomed appearance enhances your credibility and can help you build trust with others.
Tips for a Professional Appearance:
Dress Appropriately:
In-Person Meetings:
- Dress professionally and appropriately for the company culture.
- Consider the meeting’s purpose and the level of formality required.
- Opt for clean, well-fitting clothes that are free of wrinkles.
Video Calls:
- Dress as you would for an in-person meeting, even if you’re working from home.
- Pay attention to your top half, as this is what your audience will see.
- Avoid distracting patterns or overly bright colors.
Grooming:
- Maintain good personal hygiene.
- Ensure your hair is neatly styled.
- For men, keep facial hair trimmed and neat.
- For women, choose professional and appropriate makeup.
Body Language:
- Maintain good posture and make eye contact.
- Avoid distracting gestures or fidgeting.
- Sit or stand confidently and engage actively in the conversation.
Mind Your Surroundings:
- If working from home, ensure your background is clean and professional.
- Minimize distractions and ensure your workspace is tidy.
Remember:
- Company Culture: Always be mindful of the specific company culture and dress code.
- Comfort: While professionalism is important, ensure you feel comfortable and confident in your attire.
Takeaway: Pay attention to your physical appearance, to convey relatability, project a professional image, and enhance your credibility.
“Dress professionally and appropriately for the occasion.” — John T. Molloy (Author of “Dress for Success”)
8 — Engage in Eye Contact
“Maintain eye contact to build rapport and demonstrate confidence.” — Dale Carnegie (Author of “How to Win Friends and Influence People”)
Look at them. Look at them.
They are the star of the show.
You’re not the star of the show unless you’re charging people to come in and talk to you.
Even if you are hosting a webinar or conducting training, they are the star of the show.
You’re trying to get them to take action in some way with you. Pay attention to them, look at them. Let them know that you care enough to “see” them.
In both in-person and virtual meetings, eye contact is more than just a social cue; it’s a powerful tool for effective communication.
Why Eye Contact Matters:
- Builds Trust and Rapport: Maintaining eye contact helps establish trust and rapport with your audience. It demonstrates confidence, sincerity, and engagement.
- Enhances Communication: Eye contact improves the flow of communication by ensuring your message is received and understood. It allows you to gauge your audience’s reactions and adjust your communication style accordingly.
- Shows Respect and Attention: Maintaining eye contact shows respect for the speaker and demonstrates that you are actively listening and engaged in the conversation.
- Increases Confidence: Making eye contact can boost your own confidence and help you feel more present and assertive in the meeting.
Here are Some Tips:
In-Person Meetings:
- Maintain natural eye contact: Look at each person in the conversation but avoid staring intensely.
- Scan the room: If speaking to a group, make eye contact with different individuals to ensure everyone feels included.
- Avoid distractions: Minimize distractions that might break your eye contact, such as looking at your phone or watching other people in the room.
Video Calls:
- Look at the camera: Although it feels counterintuitive, looking directly at the camera simulates eye contact with your audience.
- Use the “gallery view” if available to see the faces of all participants.
- Minimize distractions: Avoid looking at yourself in the video feed, as this can break eye contact with your audience.
Remember:
- Cultural Considerations: Be mindful of cultural norms regarding eye contact, as these can vary significantly across different cultures.
- Naturality: Maintain natural eye contact. Avoid staring intensely or making prolonged eye contact that might make others feel uncomfortable.
Takeaway: Master the art of eye contact to build connection with others.
“Looking at your audience shows that you are engaged and interested in connecting with them.” — Brené Brown (Researcher and storyteller)
9 — Use hand gestures / be animated
“Body language speaks volumes.” — Mark Twain
You’re human.
We all do this from time to time.
Go ahead and do them on video.
What’s the big deal?
If you want to talk about going from one concept to another concept, use your hands to show motion.
Words alone can sometimes fail to deliver the scope and range of our message. To truly engage your audience and convey your message effectively, it’s crucial to bring your words to life through animation and gestures.
There are so many tricks that you can learn about the use in your hands and speaking, if you’re so inclined.
The single big rule is do no block your face with your hands.
Why Animation and Gestures Matter:
- Enhanced Engagement: Animated expressions and natural gestures make you more engaging and captivating to your audience. They keep viewers interested and prevent them from becoming disengaged.
- Improved Clarity: Gestures can help clarify complex ideas and illustrate points more effectively. They can also help to emphasize key words and phrases.
- Increased Confidence: Using natural gestures can boost your confidence and make you feel more comfortable and natural while speaking.
- Authenticity: Authentic and natural gestures convey sincerity and authenticity, building trust with your audience.
Some Tips:
- Naturalism: Avoid overly dramatic or forced gestures. Let your gestures flow naturally from your words and emotions.
- Purposeful Gestures: Use gestures to emphasize key points, illustrate concepts, or guide the audience’s attention.
- Open and Inviting Body Language: Maintain open and inviting body language. Avoid crossing your arms or legs, which can create a defensive posture.
- Mirror Your Audience: If appropriate, subtly mirror the gestures of your audience to build rapport and create a sense of connection.
- Be Mindful of Your Surroundings: Ensure your gestures don’t interfere with your surroundings or obstruct the view of your audience.
For Video Calls:
- Be Aware of Your Frame: Ensure your gestures are visible within the camera frame.
- Use a Wider Shot: If possible, use a wider camera angle to capture your full body and allow for more natural movement.
Remember:
- Practice: Practice using gestures in a controlled environment to find what feels natural and comfortable for you.
- Observe Others: Pay attention to how effective communicators use gestures and incorporate their techniques into your own communication style.
Takeaway: Incorporate animation and gestures into your communication style to become a more engaging and effective speaker.
“Enthusiasm is contagious.” — Eleanor Roosevelt (Former First Lady of the United States)
10 — Leverage Differentiating / Interesting Highlights
“Using props can help you connect with your audience on a deeper level.” — Forbes
In the age of digital communication, it’s easy for meetings to become monotonous and forgettable. Injecting some personality and intrigue can significantly enhance engagement and leave a lasting impression. One effective way to do this is by strategically incorporating interesting props into your presentations or discussions.
In the days of in-person meetings, pre COVID, little tricks to draw attention to yourself in a positive way. Simple items could include leather-covered note pads, fountain pens, wrist watches, and eyeglasses. They were conversation starters — icebreakers. And for many, just fun.
In video meetings, the first image someone sees of you is your face. You can leverage different eyeglasses to express your emotions without saying a word.
These items also support item “7 — Upgrade Your Physical Appearance”.
Why Props Matter:
- Increased Engagement: Props naturally capture attention and spark curiosity. They break the monotony of traditional presentations and keep audiences more alert and interested.
- Improved Memory: Visual aids like props are processed more effectively by the brain. This can lead to improved information retention and recall among participants.
- Enhanced Storytelling: Props can bring your stories and anecdotes to life, making them more relatable and memorable.
- Breaking the Ice: Unique props can serve as excellent icebreakers, encouraging conversation and fostering a more relaxed and engaging atmosphere.
Tips for Using Props Effectively:
- Relevance is Key: Choose props that are directly relevant to your topic or message. Avoid using props that are distracting or irrelevant.
- Keep it Simple: Don’t overcomplicate things. Choose props that are easy to use and understand.
- Practice: Rehearse with your props to ensure a smooth and confident delivery.
- Consider Your Audience: Choose props that are appropriate for your audience and the context of the meeting.
- Safety First: If using physical props, ensure they are safe and pose no risk to anyone in the meeting.
Examples of Engaging Props:
- A unique pen: A vintage fountain pen, a pen with an unusual design, or a pen with a special meaning can spark conversation and add a touch of personality.
- An interesting watch: A vintage pocket watch, a modern smartwatch, or a watch with a unique story can be a conversation starter.
- A small, meaningful object: A souvenir from your travels, a family heirloom, or a hobby-related item can provide a glimpse into your personal interests and spark conversation.
- A relevant visual: A small model, a photograph, or a piece of artwork related to your presentation can help illustrate your points and make your message more memorable.
Takeaway: Use props wisely to make your meetings more engaging and fun.
“Props can bring your ideas to life and make them more impactful.” — Harvard Business Review
If you like this course then subscribe to the Understanding Sales Newsletter on Substack to get more resources like this. Click here
11 — Be prepared / have an agenda / have it on paper (for you)
“If you don’t know where you want to go, then it doesn’t matter which path you take.” Lewis Carroll, Alice in Wonderland
In today’s fast-paced world, time is a precious commodity. Inefficient meetings can waste valuable hours and hinder productivity. One of the most effective ways to ensure a productive and successful meeting is through thorough preparation, and a well-defined agenda is the cornerstone of this preparation.
The Benefits of Agendas:
- Focus and Direction: An agenda provides a clear roadmap for the meeting, ensuring that discussions stay on track and that all key topics are addressed.
- Time Management: By allocating specific time slots for each agenda item, you can maintain a consistent pace and prevent the meeting from drifting off course.
- Improved Communication: A shared agenda ensures that all participants are aware of the meeting’s objectives and expectations.
- Increased Productivity: By minimizing distractions and maximizing focus, agendas contribute to a more productive and efficient meeting.
- Enhanced Professionalism: A well-structured agenda demonstrates professionalism and respect for the time of all participants.
Here are SomeTips:
- Define Clear Objectives: Start by defining the primary goals and desired outcomes of the meeting.
- Prioritize Topics: Order agenda items based on importance and urgency.
- Allocate Time: Assign specific time slots for each agenda item.
- Include Action Items: Clearly define action items and assign responsibilities to specific individuals.
- Share the Agenda in Advance: Distribute the agenda to all participants in advance of the meeting to allow for adequate preparation.
- Review and Adjust: Be prepared to adjust the agenda as needed based on the flow of the discussion.
- Use a Physical Copy: Having a physical copy of the agenda in front of you can help you stay focused and on track during the meeting.
By investing time in creating and adhering to a well-defined agenda, you can significantly improve the effectiveness and efficiency of your meetings, ensuring that everyone’s time is used productively.
There is another very important benefit of agendas, if you use them correctly. An agenda says not only what you want to cover but shows its relative importance. It allows you the opportunity to clarify and verify with the audience that these are the points important to them.
The biggest mistake made using agendas is that the presenter (you) shows them but does not get buy-in from the audience.
Take a few minutes at the beginning of the meeting to ensure that the audience is in agreement, ask them to rank order the topics, and then ask if there is anything else they want to cover.
You’ll have faster and more effective meetings.
Takeaway: A well-structured agenda improves meeting flow, conversation, and agreement.
“By failing to prepare, you are preparing to fail.” — Benjamin Franklin
12 — Ask Probing Questions
“The number 1 mistake salespeople make is to focus on their product. The second is not truly understanding the buyer’s challenge(s).” — Me
In any meeting, whether in-person or virtual, the ability to ask insightful questions is paramount. While simply listening is important, probing questions elevate communication by encouraging deeper exploration, clarifying ambiguities, and fostering a more nuanced understanding of the subject matter.
Probing Questions Facilitate:
- Deeper Understanding: Probing questions delve beyond surface-level information, uncovering underlying assumptions, motivations, and potential challenges.
- Enhanced Decision-Making: By gaining a more comprehensive understanding of the issue at hand, participants can make more informed and effective decisions.
- Improved Collaboration: Probing questions encourage active participation and foster a more collaborative environment where everyone feels heard and valued.
- Identifying Potential Issues: By asking insightful questions, participants can identify potential roadblocks and challenges early on, allowing for proactive solutions.
- Demonstrating Engagement: Asking thoughtful questions demonstrates active engagement and a genuine interest in the topic at hand.
Tips for Asking Effective Questions:
- Start with “Why” and “How”: These open-ended questions encourage deeper exploration and encourage the speaker to elaborate on their thoughts.
- Focus on Clarification: Ask clarifying questions to ensure you understand the speaker’s message accurately. For example, “Could you elaborate on that point?” or “Can you provide an example?”
- Explore Assumptions: Challenge underlying assumptions by asking questions like, “What are the potential risks associated with this approach?” or “What if we consider an alternative perspective?”
- Encourage Deeper Thinking: Ask questions that require the speaker to delve deeper and provide more detail. For example, “What are the key factors that will determine the success of this project?”
- Listen Actively: Pay close attention to the speaker’s responses and use their answers to formulate further probing questions.
Remember:
- Be respectful and considerate: Frame your questions thoughtfully and avoid challenging the speaker’s opinions in a confrontational manner.
- Encourage open dialogue: Create a safe and inclusive environment where everyone feels comfortable asking and answering questions.
- Practice active listening: Pay close attention to the speaker’s responses and use their answers to guide your subsequent questions.
Next steps:
Create a list of questions you need to ask based on your situation.
These are business questions, not technical questions.
These are outcome and challenge based.
They are about your buyer and their objectives. Not about proving your product will solve what you perceive to be their problem.
Takeaway: Understand the buyer or you risk solving for a nonexistent problem.
“The art of asking questions is the beginning of all knowledge.” — Socrates
13 — Listen / Take Notes / Repeat
“Taking notes shows respect for the speaker and helps you retain important information.” — Tony Robbins (Life and business strategist)
While speaking is important, truly effective communication hinges on active listening, a skill that involves more than just passively hearing words.
How Does Active Listening Help:
- Improved Understanding: Active listening ensures you grasp the speaker’s message accurately, including their intended meaning, tone, and underlying emotions.
- Enhanced Relationships: Active listening builds trust and rapport with colleagues. It demonstrates respect and shows that you value their perspectives.
- Increased Productivity: By actively listening and understanding, you can contribute more effectively to discussions, identify potential issues, and make better decisions.
- Reduced Miscommunication: Active listening minimizes misunderstandings and ensures everyone is on the same page.
Key Elements:
- Focus and Attention: Give the speaker your undivided attention. Minimize distractions and avoid multitasking during the meeting.
- Empathy: Try to understand the speaker’s perspective and emotions.
- Summarizing and Paraphrasing: Regularly summarize or paraphrase the speaker’s points to ensure you understand correctly and to clarify any ambiguities.
- Asking Questions: Ask clarifying questions to ensure you fully understand the speaker’s message.
Why Note-Taking:
- Information Retention: Taking notes helps you retain key information and action items discussed during the meeting.
- Improved Focus: The act of note-taking can help you stay engaged and focused on the speaker.
- Creating a Record: Notes provide a valuable record of the meeting, including decisions made, action items assigned, and next steps.
Some Tips:
- Use a clear and concise format: Use bullet points, headings, and subheadings to organize your notes.
- Focus on key information: Note down key decisions, action items, deadlines, and next steps.
- Record important details: Include names, dates, and any relevant documentation.
- Review and Summarize: After the meeting, review your notes and summarize key takeaways.
The Power of Repeating Back:
- Confirmation: Repeating back key information confirms your understanding and allows the speaker to correct any inaccuracies.
- Clarification: Summarizing or paraphrasing can help clarify complex information and ensure everyone is on the same page.
- Improved Communication: Repeating back demonstrates active engagement and encourages a more collaborative and productive conversation.
Takeaway: Listening and taking good notes will enhance communications and show you as a professional.
“Active listening involves paying attention, asking clarifying questions, and summarizing key points.” — Stephen Covey (Author of “The 7 Habits of Highly Effective People”)
14 — Summarize and have next steps
“End meetings with a concise summary and a plan for moving forward.” — Stephen Covey
Meetings are a cornerstone of modern business, but their effectiveness often hinges on how well they are concluded.
Summarizing key decisions and outlining clear next steps are crucial for ensuring that meeting outcomes translate into tangible actions and progress.
Benefits of Summarization and Next Steps:
- Clarity and Alignment: Summarizing key decisions and action items ensures everyone leaves the meeting with a shared understanding of what was discussed and agreed upon.
- Accountability: Clearly defined next steps with assigned owners and deadlines foster accountability and encourage timely follow-up.
- Improved Productivity: By minimizing ambiguity and ensuring everyone knows their role, meeting summaries and next steps contribute to increased productivity and efficiency.
- Reduced Miscommunication: Clear communication of decisions and action items reduces the risk of miscommunication and ensures that everyone is working towards the same goals.
- Progress Tracking: Meeting summaries and next steps provide a valuable record of progress and can be used to track the achievement of meeting objectives.
Tips on Implementation:
- Summarize Key Decisions: Briefly summarize the key decisions made during the meeting, ensuring accuracy and clarity.
- Identify and Assign Action Items: Clearly identify and document all action items that require follow-up. Assign specific owners and deadlines for each action item.
- Use a Clear and Concise Format: Utilize bullet points, tables, or other visual aids to present information in a clear and concise manner.
- Share the Summary: Distribute the meeting summary to all participants, including those who were unable to attend.
- Follow Up: Regularly review and track the progress of action items to ensure timely completion.
- Adjust as Needed: Be prepared to adjust action items and deadlines as needed based on unforeseen circumstances or changing priorities.
By incorporating effective summary and next step definition into your meeting routines, you can transform meetings from mere discussions into productive catalysts for action and progress.
Takeaway: People mostly remember what they hear last.
“Define clear next steps and assign responsibilities to ensure progress and accountability.” — John Kotter (Business leader and author)
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Resources
Disclaimer — I receive no revenue, nor do I endorse all of the concepts contained within these documents. They are being presented as potential sources of additional information for your learning and appropriate use.
Sources and related content
1 / Preparation & Punctuality
General Professionalism:
- Harvard Business Review: Numerous articles on meeting preparation, time management, and professional etiquette.
- Forbes: Articles on the importance of punctuality and its impact on professionalism.
Meeting Preparation Specifically:
- Project Management Institute (PMI): Guides and resources on meeting planning and agendas.
2 / Professional Attire:
- Forbes: Articles on the impact of dress code on professionalism and perception.
- Harvard Business Review: Articles on the evolution of workplace attire and the importance of maintaining a professional image, even remotely.
3 / Optimal Lighting & Background
- Zoom Help Center: Tips and resources on optimizing video and audio settings for Zoom calls.
- Google Meet Help Center: Similar resources for Google Meet users.
- General Video Conferencing Guides: Many online resources offer tips on setting up a professional video conferencing space.
4 / Strong Eye Contact
- Psychology Today: Articles on the importance of eye contact in communication and building rapport.
- Communication Studies Research: Academic research on the psychological and social impact of eye contact in interpersonal communication.
5 / Clear & Concise Communication
- Communication Skills Training Programs: Many organizations offer training materials and resources on effective communication skills, including clear and concise speaking.
- Books on Business Communication: Numerous books offer guidance on writing and speaking effectively in a professional setting.
6 / Active Listening & Engagement
- Mindfulness and Communication: Resources on mindfulness practices and their application to active listening skills.
- Communication Skills Training Programs: Materials on active listening techniques, such as summarizing, paraphrasing, and asking clarifying questions.
7 / Body Language & Posture
- Psychology Today: Articles on the impact of body language on communication and nonverbal cues.
- Books on Body Language: Books by experts like Amy Cuddy (author of “Presence”) offer insights into the power of body language.
8 / Mute When Not Speaking
- Video Conferencing Platform Help Centers: Most platforms offer guidance on using the mute button effectively.
- General Etiquette Guides: Many resources provide general etiquette guidelines for online meetings and virtual interactions.
9 / Technology Check
- Video Conferencing Platform Help Centers: Troubleshooting guides and FAQs for common technical issues.
- IT Support Resources: If available through your workplace, utilize their resources for technical assistance and troubleshooting.
10 / End with a Strong Close
- Meeting Management Best Practices: Resources on effective meeting closure techniques, including summarizing key takeaways and assigning action items.
- Communication Skills Training: Materials on closing a conversation or presentation effectively and leaving a positive impression.
Books you may find interesting in learning more about these points.
1 / Preparation & Punctuality
- The 7 Habits of Highly Effective People: Powerful Lessons in Personal Change by Stephen R. Covey
- The Power of Habit: Why We Do What We Do in Life and Business by Charles Duhigg
2 / Professional Attire
- Dress Your Best: The Complete Guide to Projecting an Image of Success by John T. Molloy
- Instant Style: 500 Professional Tips on Fashion, Beauty, & Attitude by Stephany Smith
3 / Optimal Lighting & Background
- The Art of Photography: An Approach to Personal Expression by Bruce Barnbaum
- Light: Science and Magic: An Introduction to Photographic Lighting by Paul Buff
4 / Strong Eye Contact
- Crucial Conversations: Tools for Talking When Stakes Are High by Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler
- How to Win Friends and Influence People by Dale Carnegie
5 / Clear & Concise Communication
- The Elements of Style by William Strunk Jr. and E. B. White
- Made to Stick: Why Some Ideas Survive and Others Die by Chip Heath and Dan Heath
6 / Active Listening & Engagement
- Crucial Conversations: Tools for Talking When Stakes Are High by Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler
- The 7 Habits of Highly Effective People: Powerful Lessons in Personal Change by Stephen R. Covey
7 / Body Language & Posture
- Presence: Bringing Your Boldest Self to Your Biggest Challenges by Amy Cuddy
- The Definitive Book of Body Language by Barbara Pease and Allan Pease
8 / Mute When Not Speaking
- Mastering Mute: Power Etiquette for Muting in Video Calls by 21st Century AV
- Smart Videoconferencing: New Habits for Virtual Meetings by David A. Aaker and Andy Cunningham
9 / Technology Check
- The Technology of Video and Audio Streaming: Austerberry, David — Amazon.com by David Austerberry
- Smart Videoconferencing: New Habits for Virtual Meetings by David A. Aaker and Andy Cunningham
10 / End with a Strong Close
- The Very Little But Very Powerful Book on Closing by Jeffrey Gitomer
- Closing Techniques (That Really Work!) by Stephan Schiffman
Here are YouTube videos covering the topics of “Vocalics and Nonverbal Communication,” “The Impact of Vocal Characteristics on Persuasion,” and “Communicating Emotion with the Human Voice,” along with tips to master this skill:
Vocalics and Nonverbal Communication:
- Non Verbal Communication: Vocalics || Short Roleplay by Nielr Core
- Nonverbal Codes: Vocalics by Patricia Jenkinson
- Nonverbal Communication || Kinesics, Haptics, Vocalics, Proxemics, Chronemics || Oral Communication by Winma Carvajal
- Paralanguage by Francisco Guzman
- Nonverbal Communication- Gestures by Gagan Sindal
The Impact of Vocal Characteristics on Persuasion:
- Your Voice & Charisma by SPEECHAUS
- 4 things all great listeners know by TED-Ed
- How To Convince Others — Power of Persuasion by Expert Academy (GLOBAL)
- If You Want A Better Sounding Voice, Do THIS Instead. by Vinh Giang
- Become a Master Persuader by Robert Greene
Communicating Emotion with the Human Voice:
- Vocal Branding: How Your Voice Shapes Your Communication Image | Wendy LeBorgne | TEDxUCincinnati by TEDx Talks
- How to add TONE to your voice by Vinh Giang
- Your face is the remote control for the emotion that lives underneath your voice 😱 by Vinh Giang
- Emotions and the Brain by Sentis
- Pulic Speaking Tip: Learn to put emotion into your voice by Earl Sky
If you like this course then subscribe to the Understanding Sales Newsletter on Substack to get more resources like this. Click here