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Jeff:
I agree 100 percent.
Bill Twiffer:
You have to talk to them. Don’t you agree?
Jeff:
That’s why you're on the call tonight, Bill.
Bill Twiffer:
That’s it. Well, here’s the thing. When you start learning
how to learn your scripts and you learn all about your objection
handlers here’s what happens, your income is going to go through
the ceiling. Now, let me explain to you one thing about communication.
There's three things in communication, so everybody on the call
I want you to write this down. Three things. You have body language.
You have tonalities. And you have words. Body language, tonalities,
and words. When you look at the percentages of what these are; you
have 7 percent, 38 percent, and 55 percent. Now, in communication,
body language is 55 percent. Fifty-five percent of our communication
is body language. Body language is our hand movement, our facial
expressions. Are we standing up straight and confident. Are we standing
with our shoulders slumped over. When we shake people’s hands
do we just hold our hand out there and it's like shaking a wet noodle.
See, now that’s a whole different seminar, hand shaking. But
in body language is critical, it's critical in communication. It's
55 percent. So, your body language is real important.
Tonalities are 38 percent. Tonalities are 38 percent. Tonalities are I can say, “Jeff come here.” Or I can say, “Jeff, come here!” See, same words, different body language and different tonalities. I'm asking you to come here first and now I'm telling you to come here, and I'm pointing to the ground in front of me. See it's different tonalities, different body language. Seven percent are words. Seven percent in communication is words, that’s it. And what’s the biggest question everybody says to me, Jeff? “What do I need to say?” “What do I need to say?” But, you know, they're focusing on the 7 percent. Now, that’s key. They need to focus on the 7 percent, because when you memorize the 7 percent then you can focus on the other 93 percent, which is the other person’s body language. Which is how are you mirroring the other person? Are they using high hand movements? Are you using hand movements back with them? Are they talking fast or slow? See you don’t know, because you're too busy thinking about what to say next. So you're not even aware of their rate of their speech.
See the rate of speech is key. Sixty-five percent of communication is won or lost in the first 5 seconds, because of rate of speech. See rate of speech, Jeff, now follow me here, rate of speech, if I talked fast and you talked slow, I'm driving you nuts. Because I'm talking fast and you process things slow. So people that talk fast think that people that talk slow are dumb, lazy, stupid, ignorant, but are they? No, they just process things different. It's the same way, people that talk slow think that people that talk fast are shysters probably from New York. Can't be trusted, trying to sell them something. They're snake oil salesmen. That kind of stuff. But are they? No, they just process things faster. So see, rate of speech is critical in communication.
Then you have accent and the tonalities of the other person. What are their tonalities? When you're talking to somebody that’s rude and abrupt to you, you have to be rude and abrupt with them, to you. So you both have to dislike you. You see what I mean?
Jeff:
Yep.
Bill Twiffer:
Their mad at you because you're at their door. You have to be
mad at you, too, because you're there. Then they think, “Holy
cow, this guys on my side. He’s mad at himself, too.”
They don’t think of it that way, but that’s the way
they perceive it. So when somebody’s mad, you want to be
mad with them. When somebody’s happy, you want to be happy
with them. A lot of people think when you talk to somebody that’s
irate and mad, you want to be nicey nice to them. That doesn’t
work. They will eat your lunch. They’ll eat your lunch,
because when you're in a bad mood do you want to be around happy
people? No, you want to smack them. You don’t want to be
around happy people when you're in a bad mood. So when homeowners
are in a bad mood, you want to be in a bad mood with them. “I
can't believe you came and knocked on my door.” “I
know, it just drives me nuts. You’ve probably had other
people today do that, haven’t you?” “ Well,
yes I have.” And then they start toning things down and
they start thinking, “Holy cow, this guy's like me. He’s
mad at the world, too. I don’t like him. He's doesn’t
like him.” That’s generally the way communication
works.
Now, you know when I was a real estate agent with Coldwell Banker, I was a, you know, I listed properties is what I did. And I sold 574 homes in four years that I was a real estate agent. Now, that’s a lot of homes.
Jeff:
Yeah, that’s a lot.
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