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hello and welcome to marketing 91 comm selling skills are essential for every form and at every stage of selling selling requires a different set of skills for different situations however it is important that salespeople possess certain common skills to be successful in selling products or services these skills are communication skills listening skills trust building skills problem-solving skills negotiation skills and conflict management skills listening can be of different types depending on the purpose of listening further different situations may require a different set of listening skills three major type of listening skills in order of activeness of response of the listener are shown in the figure below content listening refers to the most passive form of listening that is listening without any reaction or feedback consider a scenario where a salesperson communicates with a potential customer the listener receives the information conveyed to him or her and makes a note of the content however he or she does not show any reaction or is not interested in the information empathetic listening the listener shows an active response the objective of this type of listening is to show that the listener understands the substance of the talk and the speaker's feelings critical listening it is the most active type of listening in critical listening that listener takes active interest in understanding and evaluating the speaker's message and its implications for him moreover it involves interaction between the two parties involved that is the speaker and the listener conflicts may be at the organizational level or with stakeholders outside the organization at the organizational level that is among the managers conflicts can be of the following five types task conflicts process conflicts the relationship conflicts functional conflicts and dysfunctional conflicts conflict resolution process a conflict must be resolved in the interest of business and the organization it is crucial to resolve manifest conflicts it is equally important to resolve latent conflicts so that they don't turn into manifest conflicts the conflict resolution process varies depending on the situation and also the intensity of the conflict conflicts can be managed by negotiation representation or by third party intervention besides those mentioned there are several other methods of conflict management ing to Nader and toward there are eight methods for handling or resolving conflicts which have been listed below lumping avoidance coercion negotiation mediation reconciliation arbitration and adjudication example small and bf C's plan to build in-house sales teams to gain customers small and mid-sized non-banking financial companies or NV FCS are in the business of lending to small and medium enterprises or SMEs have started building their own sales teams rather than relying on third party agencies to gain new customers a large proportion of new business still comes out from direct selling agents or DSA's however NBF sees such as bajaj fin serve in doe stock capital and Devon Housing Finance Limited or dhf l have been interested in developing in-house sales talent and technology the NP FC plans to employ young graduates from business schools and reputed colleges to acquire new customers as the company focuses on increasing direct acquisition add to the business brought by DSS generally NP F C's rely on third-party agents to acquire customers because they do not have large distribution networks as in the case of banks DSS enable them to access a larger number of customers in tier 2 and tier 3 cities where the NBF C's may not be present ing to her steel meta chief executive officer of d h FL this gradual move to employ one of our own resources can help and DFCS reduce turnaround time on loan applications by 10 to 25 percent stay tuned for more videos on marketing thank you