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What's Your Customer Thinking?
Ever wonder what's going through the head of a customer or prospect when you meet? Here are four possibilities that could help you improve your sales technique...
1. "Hold up, hold up, slow down. You're talking too fast, and your enthusiasm is kind of scaring me. Other fast talkers I know don't let me get a word in, and it really makes me feel like it's a one-way conversation."
Most clients probably feel this way because the conversation is one-way. If you really want someone to buy, just ask value-oriented, interest-bearing questions that allow clients to do most of the talking.
2. "Get to the point. When you called me, you explained that you were going tell me about your company, what you do and how it can benefit me. So, if it's not asking too much, when you show up, can you cover what you want to tell me, exactly in that order?"
Customers are much more impressed when you engage them with organized, thoughtful conversation. The days of 10 to 15 minutes of pleasantries to warm prospects up are long gone. You only have 90 seconds to get your motor running because everyone is busy and time is precious. You don't need to hurry up; you just need to say more using fewer words.
When I pass a bakery and smell fresh homemade bread coming out of the oven, I immediately want some, even if I am not hungry! The smell has created a positive sensation in my brain. Bad breath is a negative sensation, and a client's brain will tell him or her that you might be inconsiderate and lack the attention to detail required of a professional. Even if your products and presentation are great, customers often can't get past the bad breath.
4. "You're talking too long and not saying anything. Now remember, on the phone, you asked me for 22 minutes of my time, right? Well, why was I the one who needed to stand up after you burned through your 22 minutes?"
Be courteous to clients by saying "Our time is up," and then let them decide whether to continue. You should be able to communicate to them about your company, what you do and how it can benefit them within the time you requested. Chances are, if you weren't interesting enough in the first 22 minutes, you won't get a client interested for the next 22 hours. If you want customers to respond better, you need to get better.
My fellow professionals, I will share with you a question that I tape to my rearview mirror, my bathroom mirror and my computer screen (and you should, too): "How can I make marvelous happen with every customer interaction?"
Take time and think about this question. I promise: you will become more irresistible to your clients. Until next time -- be marvelous!
Peace, love & gumbo!
Marvin LeBlanc, LUTCF, CNP
As always, please post your own insights here on the blog or contact me directly at Marvin@MarvinLeBlanc.com. I’d be honored to hear from you, either by email or let’s set up a 15 minute phone chat. You’ll be glad we did.
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Come Hell or High Water – Life Lessons from Hurricane Katrina, Facing Life’s Greatest Challenges No Matter What
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