Business conversation is not a skill often formally taught in sales training classes or courses. Small talk in business is an art form that can be practiced and perfected. Warm-up conversation in sales is a very important interpersonal skill to learn as it increases success in selling and networking.
Conversation Skills for Sales and Business
Learning the skills of how to start a conversation and the art of small talk in business situations are subtle skills to learn, and only comes with practice and self-confidence. The skill is in the ability to know when to keep the conversation light and superficial, and when to delve deeper into more meaningful information and subjects.
The Importance of Business Conversation
Conversation is an interpersonal skill that is important in business because it helps build rapport with the prospects and customers. Conversations give a human dimension to the business relationship, and help build trust and friendship.
Prospects are wary of the "slick salesman" and are more apt to buy from a person they consider a friend. Conversation bonds the business person with the prospect or customer, establishing a level of trust and friendship. Small talk is important in business communication for this reason.
How to Start a Conversation in Business
If nervous, start with easy, generic topics such as the weather, traffic, or the price of gasoline. It's okay to briefly bring up a mundane subject just to break the ice, but this should only be used as a conversation starter.
Comments about obvious things in society do not inspire extended discussions, so another tip for how to start a conversation would be to ask questions. Good questions to ask during small talk involve asking for the person's opinion about something (e.g. a current event that was on the news the night before).
Topics for Business Small Talk and Warm-up Conversation Starters
Topics for conversation can be found by observation of the person, the location of the meeting, and common points of interest and knowledge.
- Observations of the person. Make small talk about the person's clothes by giving compliments or asking where he/she shops.
- Location of the meeting. Observe the office, room, or house around you. Look for topics of interest to the person. Are there pictures on the desk or fridge? Are there certificates, awards or trophies to comment on, or ask about? Ask questions about mementos or knickknacks around the room.
- Common points of interest and knowledge. Ask general questions about the business or industry the person is in. Small talk about the effect the recession is having on the industry can be appropriate if the tone is kept light and positive.
Tips for Successful Conversation in Business Situations
Listening skills are just as important as conversation skills. "Overtalking is one of the worst of all social faults," according to Frank Bettger, author of How I Raised Myself From Failure to Success in Selling (Fireside Book/Simon & Schuster, 1947).
Benjamin Franklin advocated listening skills. Neil Rackham (SPIN Selling Fieldbook, McGraw Hill, 1996) admonishes sales people to ask more questions and speak/tell less: "If you set out with the objection of understanding your customers rather than persuading them, then you'll find that you'll automatically ask a lot more questions." (p. 62)
Read Dale Carnegie's classic, How to Win Friends and Influence People (Pocket Books/Simon & Schuster, 1936) for an entire book on how to master the principles of human relations, including the subtle skills of listening, asking questions, and appropriate small talk in business communication.
Ongoing practice and fine tuning the art of business small talk and starting business conversations are important for building successful business relationships.
Sources and Resources
- Swim with the Sharks Without Being Eaten Alive by Harvey Mackay (Ballantine Books, 1988)
- How to Win Friends and Influence People by Dale Carnegie (Pocket Books/Simon & Schuster, 1936)
- How I Raised Myself From Failure to Success in Selling by Frank Bettger (Fireside Book/Simon & Schuster, 1947)
- SPIN Selling Fieldbook by Neil Rackham (McGraw Hill, 1996)
