Reading Between The Lines For Your Customer
Be Willing To Look The Monster In The Face
One of the first things that you should do is look at the scary demon that is holding your customer back and then to help them to do the same thing. Most salespeople can’t even look themselves because of numerous reasons, but mostly because they are afraid that they will offend their clients.
What you need to do is state the worse case scenario and ask them what could go wrong? Get it out on the table and realize that majority of the time it will never be that bad. Then you look at other negative options that are possible. It helps you to understand where their weaknesses are and at the same time they will see what is really holding them back, themselves.
Look At What Could Happen.
The other way to see it is to say what could positively happen. This is where you are helping your prospect or client dream and start to slay the demons inside. This will assist you in finding the flip side of what makes them click or as some people put it, their hot buttons.
This is really called hope. Now you are trying to make it a passion for them. You have inspire them be so excited about this that any pain that they face will be pointless compared to their dreams. Their passion becomes so overwhelming that no obstacle is that big any more.
Address voice patterns, physical gestures, and words said or unsaid.
This is so crucial to any sale or customer service issue. You have to learn how to read your customer. Most of the time you know or you learn quickly. Don’t assume what they mean because that can put you into more danger, but notice their hesitancy or skeptical physicalities that will alert you of their concern. This can save a sale. Attack it immediately. It is their indirect way of calling out for help. They are performing the same act a child would, but more subtle.
Watch for folding of arms, grimmacing faces, squinting eyes, and hesitant voice patterns. Challenge them on the spot and allow for them to prove it to you and themselves that they are ready to overtake their pain. This is a habit that has formed over time for them. Address it confidently, but don’t be agitated, squeamish, or shocked. Understand what they are frustrated about and validate their concerns.
Reassure them if necessary with promises, return policies, or warranties given by your company through contracts or whatever action you take with consumers. Be willing to lose the sale at this point or return their money because the hassle may be a long term incident that will cost you more time then the money it was worth for the customer. This is their decision and you are there as an advocate to help them see the value and at times protect them from their own fears.
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Filed Under Sales And Marketing |
Tagged With consumers, contracts, return-policies, sales, salesperson, validate-concerns, warranties
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