Understanding Revenue Choices

For 10 years, Columbia professor Sheena Lyengar has been studying choice for her research paper “When Choice is demotivating”. The following test was created:-

PHASE 1

They set up a free tasting booth in a Grocery store, with 6 different Jams. 40% of the Customers stopped to taste. 30% of those bought some.

PHASE 2

A week later, they set up the same booth in the same store, but this time with 24 different Jams. 60% of the customers stopped to taste. But only 3% bought some!

CONCLUSIONS

Both groups actually tasted an average of 1.5 Jams. So the huge difference in buying can't be blamed on the 24-jam customers being full. Lessons learned:-

  1. Having many choices seems appealing (40% vs. 60% stopped to taste).
  2. Having many choices makes them 10 times less likely to buy (30% vs. 3% actually bought).

CLOSING ADVICE

Narrow the options you present to the Customer for best sales results!

How to read body language

Up to 93 % of communication is non-verbal. Including tone of voice, eye movement, posture, hand gestures, facial expressions and more. The pressure of body language can especially be felt in emotional situations. Body language usually prevails over words. How can we read body language?

The eyes communicate more than any other part of the human anatomy. Staring or gazing at others can create pressure and tension in the room. Maintained eye contact can show if a person is trustworthy, sincere or caring. Shifty eyes, too much blinking can suggest deception. People with eye movements that are relaxed and comfortable yet attentive to the person they are conversing with are seen as more sincere and honest.

Eyebrow muscle draws the eyebrows down and toward the center of the face if someone is annoyed. If someone is empathetic and caring during dialogue the eyebrows will not show the annoyed facial grimace. 

The smile: There are 50 or so different types of human smiles. By analyzing the movements of over 80 facial muscles involved in smiling, researchers can tell when a smile is true. Look for the crinkle in the skin at the middle, outside corner of the eyes and if it is not there, the smile is probably fake. Authentic smiles change rapidly from a small facial movement to a broad open expression. 

Bodily cues are the most reliable of all nonverbal signals of deception to help you read body language. This is because a person generally has less conscious control over these than other signals. Hand-to-face gestures and shrugs are strong markers of deception. Playing with or touching things nearby during conversations has been found to be associated with deception. Deceivers also are likely to have increased illustrator activity--quick and animated use of hands/arms during speech. 

Vocal cues can predict deception. More and lengthier pauses during conversation; a lot of such sounds as "uh," "um," word repetitions; intruding sounds not part of the actual speech, less lengthy answers or explanations where they would be expected to be. 

Space is important. Personal space is needed and if it is invaded intentionally and at times by oversight can cause an individual to feel uncomfortable or threatened. Studies have shown that individuals that do not respect others space are less popular and often rejected by others. 

Gestures communicate. Hand signals can communicate without the use of any speech. Touching communicates. Touching can be friendly or it can be aggressive. The way a person stands reflects their level of confidence and comfort level. If a person stands tall so to speak they are seen as more confident. If someone is standing with their hands on their hips that can indicate aggression or alertness.

When you interact socially develop your listening and observations skills.

Watch your body language. Avoid shifting eyes and head quickly during conversation when someone asks you a question. Do not look down or to the side. Look directly at the person with a sense of confidence but not overbearing or threatening in nature.

Progress Methodology

At Progress Training we invested over a period of 3 years to develop a workable methodology to build customized training that could be adapted to any Company or Industry. Our Customized Training has since been proven and tested with over 5,000 employees of the largest Cruise Line in Europe “Costa Crociere” in addition to the World Federation of Tourist Guides Association, AIDA Cruises andother Companies besides. Our Methodology incorporates accelerated learning Techniques, a high level of practical inter-action through task setting, elements of NLP and a multi-sensorial experience embedded within the creation of Custom training, to stimulate the 4 recognized learner styles, to ensure maximum memory retention (expected level of 85%) and to follow the values of a cycle ideally suited to vocational training.

Learner Types

1. The ACTIVIST

2. The REFLECTOR

3. The THEORIST

4. The PRAGMATIST

Training Cycle

1. Develop Understanding

2. Apply what was learnt

3. Practice and Transmit

4. Consolidate

Consolidation

Session and daily Consolidation implemented systematically to reinforce information and ensure maximum retention. Practical and theory Exams are set to quantify performance.

Structure

Modules are broken down into logical topics known as stages, which are sub-divided into 10-20 minute slots to maximize attention capture.

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The Progress Training Approach

The Training World is overloaded with “Off the Shelf” Training products from Team Building to Emotional Intelligence that after the initial Euphoria often fade away in terms of their impact. Reason being they are square pegs (fixed training products) forced into round holes (a Company’s individual needs). 

The Progress approach is dramatically different, as we aim to first understand the needs of each individual Company and then we focus on conceptually establishing the core objectives for training “to begin with the end in mind”. From this understanding we create a structure of Modules that are divided into stages and begin formulating a custom-made training product. 

Here below are examples of core objectives that can be reliably achieved.

   - Prepare and orientate new hires to work in a new environment.

   - Generate loyalty & trust in a Company.

   - Transmit Company values, product and procedures.

   - Fuel desire & commitment for a long term career.

   - Train new skill sets and techniques.

   - Ensure consistency for the delivery of a quality product.

   - Optimize manning levels, efficiency, productivity and synergy.

   - Reduce turnover and speed up the integration period.

   - Increase sevice and sales levels.

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Body Language: Techniques

Body language is the most important part of communication which can constitute more than 50% of what we are communicating. If you wish to communicate well, then it makes sense to understand how you can (and cannot) use your body to say what you mean.

Body language comes in clusters of signals and postures, depending on the internal emotions and mental states. Recognizing a whole cluster is thus far more reliable than trying to interpret individual elements. Herebelow an entire list:

1. Aggressive body language: Showing physical threat.
2. Attentive body language: Showing real interest.
3. Bored body language: Just not being interested.
   
4. Closed body language: Many reasons are closed.
5. Deceptive body language: Seeking to cover up lying or other deception.
6. Defensive body language: Protecting self from attack.
7. Dominant body language: Dominating others.
8. Emotional body language: Identifying feelings.
9. Evaluating body language: Judging and deciding about something.
10. Greeting body language: Meeting rituals.
11. Open body language: Many reasons for being open.
12. Power body language: Demonstrating one's power.
13. Ready body language: Wanting to act and waiting for the trigger.
14. Relaxed body language: Comfortable and unstressed.
15. Romantic body language: Showing attraction to others.
16. Submissive body language: Showing you are prepared to give in.
    

You can send signals with different parts of the body. Here's details of the contributions of each part of the body.

• Head: Face, Cheek, Chin, Mouth, Lips, Teeth, Tongue, Nose, Eyes, Eyebrow, Forehead, Hair
• Arm: Elbow, Hand, Finger
• Torso: Neck, Shoulder, Chest, Back, Belly, Bottom, Hips
• Legs: Thigh, Knee, Foot

Remember that body language varies greatly with people and especially with international cultures.

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Ready for Excellence Tours course successfully launched in Genoa

The new Ready for Excellence Tours course created by Progress International and a Cruise Industry first, was successfully launched on Monday 16th of February in the Costa Crociere Corporate office of Genoa. 

The Progress professional Trainer conducting the first training Antonella Varbaro commented that all Students contributed and performed well throughout the course and the pass rate for the first week of Exams was exceptionally high. Congratulations are therefore in order to all participating Students.

The first week of the course is called “Costa Compass” and it is designed to orientate Students towards Costa Crociere as a Company and towards to the challenging life of working on board a Cruise ship.

Subsequent weeks will focus on technical Tours training, Tour Marketing and Sales and Basic Safety Training.

Part of the funding for the Ready for Excellence Tours course originates from the European Union in collaboration with Costa Crociere. There were over 370 applicants for 20 places.

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Understanding Shape Personalities

Different personality types conflict if they fail to realize that each person operates differently.

The Square, Rectangle and Triangle are all Convergent. They work towards something specific and finite in a logical, systematic way: However, they might be lacking in personal creativity.

The circle and squiggle are divergent. They are creative, expressive and Intuitive. They explore, question and reach out around them into new areas and to other people. They are not however particularly systematic, regulated or consistent.

Convergent people might be frustrated that their Divergent compatriots do not seem to religiously complete precisely what they are supposed to, and feel they are easily distracted from daily tasks and may not care enough for set deadlines.

Divergent people might find their Convergent colleagues cold and narrow–minded, not taking human factors, emotions and new possibilities or developments into consideration.

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