{"id":57234,"date":"2024-08-13T04:46:21","date_gmt":"2024-08-13T11:46:21","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=57234"},"modified":"2025-03-13T07:19:50","modified_gmt":"2025-03-13T14:19:50","slug":"how-to-use-conceptual-selling-to-provide-a-better-sales-experience","status":"publish","type":"post","link":"\/us\/en\/blog\/how-to-use-conceptual-selling-to-provide-a-better-sales-experience\/","title":{"rendered":"How to use Conceptual Selling to Provide a Better Sales Experience"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Your sales team can get bogged down in the details. When you start pitching features, numbers, and data, you risk losing your buyer on a wave of too much information.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Conceptual selling can help B2B brands refocus their sales strategies on potential clients rather than details by selling a concept, not a product. It turns your products into stories that connect with buyers on a personal level, helping them achieve their goals, solve their problems, and improve their business success.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In this article, we\u2019ll define conceptual selling and how to use it to improve your B2B sales experience.<\/span><\/p>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\">What is Conceptual Selling?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Conceptual selling is pitching a product as a solution to a buyer\u2019s problem rather than as a list of features and data. It uses the buyer\u2019s problems and experiences as a focal point, emphasizing a product\u2019s ability to solve those problems over the nuts-and-bolts data.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Let\u2019s look at an example.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A SaaS provider could tell buyers about its extensive integrations, top-of-the-line security features, and intuitive user interface.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Or, using conceptual selling, it could tell the buyer that its <\/span><a href=\"https:\/\/www.dealfront.com\/blog\/best-sales-software\/\"><span style=\"font-weight: 400;\">software for sales<\/span><\/a><span style=\"font-weight: 400;\"> helps clients hit revenue targets by working straight out of the box and suffering less downtime than competitors.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In the second strategy:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The seller isn\u2019t gushing about their product\u2019s many features.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The seller talks less and has more time to listen to the buyer.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The buyer\u2019s needs become the focal point of the deal.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The seller can use this more emotional, needs-based approach to pitching their product.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The product becomes a concept, helping the buyer reach their goals and streamline their business.<\/span><\/li>\n<\/ul>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\">What are the Benefits of Conceptual Selling?<\/span><\/h2>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-57236\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2024\/08\/image3.jpg\" alt=\"\" width=\"1125\" height=\"750\" \/><\/p>\n<p style=\"text-align: center;\"><span style=\"font-weight: 400;\">Free to use image from Unsplash<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A concept is easier for a buyer to wrap their head around.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Information is a wonderful selling tool \u2013 buyers need details about features, prices, and other practical minutiae \u2013 but information-heavy pitching can also detract from the product\u2019s value. You can lose your buyer\u2019s attention, confuse them, or bog them down in too many details.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Conceptual selling sells the product as a whole solution, not as a sum of its parts. Sales reps create a concept around the product, an idea that this product provides value, solves problems, and improves lives.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The advantages of the conceptual selling process include:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Encouraging sales reps to understand the needs of the clients, creating a more customer-centric approach.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Teaching sales reps to pitch on a more emotional, empowering, and connective level<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The ability to craft more personalized <a href=\"https:\/\/flippingbook.com\/blog\/marketing-tips\/sales-pitch-examples\">sales pitches<\/a>.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Building deeper, lasting relationships with clients.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Stronger ongoing relationships that create higher-value clients who become advocates for your business.<\/span><\/li>\n<li aria-level=\"1\"><span style=\"font-weight: 400;\">Creating a more customer-centric sales process and positive customer experience.<\/span><\/li>\n<\/ul>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\">How to Use Conceptual Selling to Improve the Sales Experience<\/span><\/h2>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-57237\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2024\/08\/image2.jpg\" alt=\"\" width=\"1999\" height=\"1333\" \/><\/p>\n<p style=\"text-align: center;\"><span style=\"font-weight: 400;\">Free to use image from Unsplash<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here\u2019s how you can start reframing your selling process around the buyer rather than your brand and products.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Ask questions<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">To sell conceptually, you need to understand how your buyer thinks, feels, and behaves.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Asking the right questions not only provides this vital information, it also helps your potential client feel heard and understood. This is the first step to building a relationship.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Whether you\u2019re meeting in person, emailing back and forth, or on a <\/span><a href=\"https:\/\/www.ringcentral.com\/video-call.html\"><span style=\"font-weight: 400;\">video call<\/span><\/a><span style=\"font-weight: 400;\">, the first point of contact with your new buyer is where you discover the information you need to make your sale.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s also important to ask thought-provoking questions that get your buyer talking at length. In their words, you might find valuable pieces of information you wouldn\u2019t have gotten through simple Q&amp;A.<\/span><\/p>\n<h4 class=\"heading h4\"><span style=\"font-weight: 400;\">Confirm your research<\/span><\/h4>\n<p><span style=\"font-weight: 400;\">Confirmation questions that check the validity of your research build a foundation of knowledge for your conceptual selling pitch. You can frame these questions as confirmative to show that you&#8217;ve invested in the research:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">I understand you\u2019re the person who makes purchasing decisions, yes?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Your company provides [product or service] to [certain industry or demographic], is that right?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">You\u2019re currently using [product or service] from [your competitor], so how\u2019s that going for you?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">I understand you\u2019re facing [problem]. Can you tell me more about how that affects [relevant part of their business]?<\/span><\/li>\n<\/ul>\n<h4 class=\"heading h4\"><span style=\"font-weight: 400;\">Determine the buyer\u2019s objections<\/span><\/h4>\n<p><span style=\"font-weight: 400;\">Before you launch into your conceptual selling pitch, it\u2019s a good idea to gauge any objections that might throw up roadblocks. That way, you can build solutions to those objections into your concept.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">What is your budget?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Are you open to trying something new?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">What\u2019s stopping you from solving this issue now?<\/span><\/li>\n<\/ul>\n<h4 class=\"heading h4\"><span style=\"font-weight: 400;\">Determine the issues<\/span><\/h4>\n<p><span style=\"font-weight: 400;\">Conceptual selling relies on selling the solution, so asking basic issue questions is vital to shaping your strategy.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">What are your main problems?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">How much do these problems cost you?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Do you have targets you can\u2019t meet?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">How quickly would you like to implement a solution?<\/span><\/li>\n<\/ul>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Listen more and talk less<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">As we said above, your goal is to get the buyer talking.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">People love to talk, and they appreciate being heard. When people talk, they can reveal things you might never have learned in a simple sales meeting \u2013 things that can help you personalize your conceptual selling process even further.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, you might enter a meeting with a potential client who doesn\u2019t need the product you\u2019re pitching after all. But in conversation, they might let slip that their business phone lines aren\u2019t equipped for the customer support call volume they\u2019re currently experiencing. If you also provide a <\/span><a href=\"https:\/\/www.ringcentral.com\/virtual-call-center.html\"><span style=\"font-weight: 400;\">virtual call center<\/span><\/a><span style=\"font-weight: 400;\">, that conversation has found you a new opening to make a sale.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Understand the client\u2019s buying process<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Today\u2019s buyers are more informed than ever, and they go into the buying process knowing exactly what they want. Your job is to create a win-win scenario where your sales process aligns with their buying process.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A 2023 report by marketing and sales data company <\/span><a href=\"https:\/\/6sense.com\/report\/buyer-experience\/\"><span style=\"font-weight: 400;\">6sense<\/span><\/a><span style=\"font-weight: 400;\"> found that the majority of B2B buyers were already deep into their buying process (around 70%) before ever connecting with a seller \u2013 with little variation across industry, size of purchase, or size of company.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Buyers also set their requirements before interactions, with only 18.4% moderately changing requirements and 4% drastically changing requirements upon interacting with a seller.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Buyers know what they want, and it\u2019s difficult to change their minds. Your selling process must align with their buying process to move things forward.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Conceptual selling is the perfect answer to this conundrum, because the buyer is looking for a solution, not a hard B2B sales pitch with a fast-talking salesperson.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The more you get to know your potential clients, the better you can understand their sales process and align your concept to their goals.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Personalize every interaction<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Conceptual selling\u2019s focus on deep understanding makes it easier to personalize each interaction with your potential client. After all, you already know them, their needs, their business goals, and their struggles.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Showcase this understanding by:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Reminding the potential client about how your concept solves the unique problems they\u2019ve informed you about.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Remembering and calling back to previous conversations and details.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Addressing questions they\u2019ve had during previous interactions.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Offer potential clients ways to contact you personally with any questions or issues, such as giving them your <a href=\"https:\/\/www.ringcentral.com\/office\/features\/local-numbers\/overview.html\">phone number<\/a>.<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Personalization helps to build stronger relationships with clients and create customer loyalty.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Emphasize your value over competitors<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">As we said, B2B buyers are already deep into their buying process before connecting with a seller. They know your competitors.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Without conceptual selling, sales reps might compare features, price points, and data sets that prove your company beats your competitors. However, this approach can be confusing, complicating the interaction with too much information.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Conceptual selling allows you to emphasize value in a more relatable way:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">We had 10% less downtime than [competitor company] last year.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Our clients report 10% higher conversion rates using our [product].<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">We recently acquired [company] from [competitor] and they report an increase in revenue.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">The concept is that your product can help clients achieve goals better than your competitors can. <\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Embrace storytelling<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">B2B businesses tend to give themselves less creative license than B2C companies. They focus on facts and figures, not storytelling.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Conceptual selling, however, allows you to turn your product into a story.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When crafting your conceptual selling story, remember to:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Be relatable \u2013 keep your story focused on your product\u2019s positive effects on real people and realistic scenarios.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Keep it realistic \u2013 don\u2019t create expectations that can\u2019t be met.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Be honest \u2013 don\u2019t be tempted to embellish or make things up about your products.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Stay on topic \u2013 keep storytelling focused on selling your concept, and don\u2019t veer off on tangents.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Storytelling is one of the oldest forms of human expression, and stories fundamentally connect us. Conceptual selling lets you craft an interesting story for your buyer that can help create stronger, lasting relationships.<\/span><\/p>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\">Using Conceptual Selling to Provide a Better Sales Experience<\/span><\/h2>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-57238\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2024\/08\/image4-1.jpg\" alt=\"\" width=\"1125\" height=\"750\" \/><\/p>\n<p style=\"text-align: center;\"><span style=\"font-weight: 400;\">Free to use image from Pexels<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Conceptual selling helps you reframe your sales strategy around your potential clients. Instead of pitching features and data, you\u2019re pitching concepts and solutions, ultimately connecting with your buyers on a deeper, more relatable level.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So remember the key components of conceptual selling:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Talk less, listen more, and ask questions.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Develop a deep understanding of your buyer.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Find areas where your product connects with their needs and struggles.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Craft a story that makes your product relatable to them.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Offer your product as a solution to their problems.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Conceptual selling can help you build lasting client relationships, improve the customer experience, and convert more leads into sales.\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Your sales team can get bogged down in the details. When you start pitching features, numbers, and data, you risk losing your buyer on a wave of too much information. Conceptual selling can help B2B brands refocus their sales strategies on potential clients rather than details by selling a concept, not a product. It turns &#8230;<\/p>\n","protected":false},"author":1221,"featured_media":57235,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18390,43336],"tags":[380],"class_list":["post-57234","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-communication-and-collaboration","category-sales","tag-sales"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How to use conceptual selling to improve the sales experience<\/title>\n<meta name=\"description\" content=\"Conceptual selling pitches solutions, not products, to potential buyers, creating a customer-centric approach that sparks connections and builds relationships\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/how-to-use-conceptual-selling-to-provide-a-better-sales-experience\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to use Conceptual Selling to Provide a Better Sales Experience\" \/>\n<meta property=\"og:description\" content=\"Conceptual selling pitches solutions, not products, to potential buyers, creating a customer-centric approach that sparks connections and builds relationships\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/how-to-use-conceptual-selling-to-provide-a-better-sales-experience\/\" \/>\n<meta property=\"og:site_name\" content=\"RingCentral Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ringcentral\" \/>\n<meta property=\"article:published_time\" content=\"2024-08-13T11:46:21+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-03-13T14:19:50+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2024\/08\/image1-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1999\" \/>\n\t<meta property=\"og:image:height\" content=\"1125\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Marvin Varee\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:site\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Marvin Varee\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"8 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/how-to-use-conceptual-selling-to-provide-a-better-sales-experience\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/how-to-use-conceptual-selling-to-provide-a-better-sales-experience\/\"},\"author\":{\"name\":\"Marvin Varee\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/0d5525bf0b61d7a19bc6539e2867e531\"},\"headline\":\"How to use Conceptual Selling to Provide a Better Sales Experience\",\"datePublished\":\"2024-08-13T11:46:21+00:00\",\"dateModified\":\"2025-03-13T14:19:50+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/how-to-use-conceptual-selling-to-provide-a-better-sales-experience\/\"},\"wordCount\":1615,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/how-to-use-conceptual-selling-to-provide-a-better-sales-experience\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2024\/08\/image1-1.jpg\",\"keywords\":[\"sales\"],\"articleSection\":[\"Communication &amp; 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