Bill Twiffer:
See and that’s the thing. Everybody that’s use a script sounds scripted. That’s why they don’t like scripts. And everybody that uses canned presentations, they sound canned. That’s why they don’t like to use them. But the only reason, Tom, people sound scripted and the canned presentation sounds canned is because the same reason a baseball player strikes out if he doesn’t take batting practice. See they don’t practice. When you start practicing your script, and you start practicing your canned presentation, when you get in front of homeowners it will come across polished. Because you don’t have to think about what to say. So the more scripted you sound the worse your results will be. What will be. The more friendly conversational you sound the better your results will be.

Tom:
I hear that.

Bill Twiffer:
So you want the friendly conversational, don’t you?

Tom:
Yep.

Bill Twiffer:
That’s the thing. When you become friendly conversational where you don’t have to think about what to say. I know you’ve been in conversations with people before, you’ve talked to them in the past. Just friend. You come up, you say, “Hey, how are you doing. How’s business.” That kind of stuff. Your friendly conversational because you don’t ever think about what to say, you just spit stuff out. That's what happens when you get real good at your scripts. And you get real good at your objection handlers. And you’ve learned how to talk to people. Once you’ve learned that stuff, your income goes through the ceiling. Because, you know, even with your web site when you have people getting a hold of you on your web site. All these people who use your web sites, that’s a great way to get business. I love the web site that we have that you helped us get.

However, here’s the thing. If you can't talk to those people and close them. The leads are no good.

Tom:
I agree 100 percent.

Bill Twiffer:
You have to talk to them. Don’t you agree?

Tom:
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, “Tom come here.” Or I can say, “Tom, 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, Tom? “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, Tom, 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?