The challenge is this give me the a problem you are having in sales, phone or live and I will give you a solution based on my teachings on the psychology of selling. If I do not have a good answer this is a thread soooo plenty of other teacher and trainers can jump ion and help out.
Here is an example of how I help sales people greet customers at car dealership and take away the first 3 potential negatives. This is just an example it is not what the thread is about. Give me your questions and let's see what I and the other warriors can do to help you. Sales problems...
It starts at the very beginning with the meet and greet. This is where sales people have the most problem gaining rapport, In the very beginning.
So what we had to do is take apart the meet and greet and see what was happening in the hearts and minds of the customer as well as the salesperson to find the gaps. Here is what we found.
There are 3 potential negatives in the greeting. The same greeting taught to us 15 -20 or more years ago is a professional greeting and most all sales people still use it, but to the customer there is 3 negative built into that greeting and we did not realize it until we took a close look at how people think.
First negative is most sales people get some sort of negative body language from the customer. They see you approaching and make eye contact with you but they either pant their feet and stiffen up or even more common they start walking the other way. This is the first non verbal sign they are uncomfortable and giving negative body language.
When you finally do get to them they won't look you eye to eye and often will give e fish limp noodle hand shake, definite negative body language.
The second negative is loss of name. Salespeople lose customers names anywhere from 60% to 90% of the time. How important is a name?
Yes very important and that is only two negatives. We still have a third big one.
99% of the time every customer dismisses the salesperson by saying "I'm just looking".
Now we have 3 negative built right into the first five seconds. How many chances do we get to make a first impression? How long does it take to make that first impression?
So we only have one chance and it only take seconds and we have 3 negatives built right into our greeting. No wonder both salespeople and customers are frustrated.
Here is where the problem is and how we fix it.
First negative body language, when a customer sees a salesperson coming 30 to 40 feet out are they thinking friend or foe. It's a salesperson, they are thinking foe every single time. The first thing we do to customers as the enemy is get right into their personal space. I don't like some of my friend in my personal space let alone someone I don't like.
But this is where we were taught to go first in order to shake their hand. But since we are the foe the customer does not want us there 90% of the time. So I simply don't get into their personal space in the beginning. I will get my hand shake in about a minute or two. I stop short and stay out of the personal space for a minute maybe two. I am still the foe and have no right in their space. I will get my handshake soon.
For now let every single other salesperson invade their space and make them uncomfortable. I will do something different to set myself apart.
I do this same thing with the name. I wait just a minute to get it. The reasons we lose that vital piece of information is that we get it at the wrong time. We need to get it in the beginning but I wait about one minute. The reason we forget names is we ask for them at the wrong time.
We ask for the name as soon as we meet them when way to much is going on. The customer is weighing us out we are measuring them up and we are thinking of the next 3-5 things to say to keep them in front of us.
So when we ask the name and they give it we are not concentrating on that name. our minds are one or two thoughts ahead with what to say next. It is the worst time to get a name. I get my first few thoughts out first then about a minute into it I am more relaxed and so is the customer. I can now remember it.
I get hand shakes and names. I just wait about a minute upto 2 minute to do either. I don't want to do what every other sales person is doing and take their personal space from them.
First we obligate their personal space, then we get more personal and obligate a hand shake which is personal touch then we get more personal and ask for the name. We do all this as the foe, and we haven't given them anything of value yet. No wonder customers are irritated with sales people. I get all my info and hand shake. Its all in the timing.
Third , the customer dismisses the sale person with "im just looking" no matter what salespeople say all over the nation customer respond with "im just looking"
Being proactive is the only solution we have found to this. I approach the customer, stop short. I don't obligate their space, handshake or name, I let every other salespeople irritate them that day by doing that. Then I say one simple phrase. "Are you out doing a little looking and shopping today"
The customer will say "yes" now I have a yes. Instead of them saying "just looking" in order to create distance I use it to disarm the customer and relate to them all at the same time. This creates both cognitive disassociation and instant rapport.
The reason is this. They think. All day long I have had to tell all these other sales people Im just looking. This is the first guy that understands me.
I know he does because he brought it up first. Something different about him. 90% percent of the time it relaxes them and we get to the actual subject at hand.
I just took away a big majority of the reasons behind negative body language, took away the loss of name and took away the customer dismissal with disarming the Just looking.
When I started doing this, it was the first time in 10 years I started seeing customers relax in 30 seconds instead of it taking an hour or two. I saw customers shoulders drop instantly.
We take the entire sales process and do this exact same thing to it. We take it apart piece by piece and take a closer look at it and fill in the gaps.
I understand that was face to face sales retail. But certain laws were proacticed that can be used anywhere.
Nowwww, whats your issue lets see if the warriors here can help. I will do what I can as I am sure the other teachers will as well.