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Stop Talking About Yourself: Mastering the Art of Listening in Sales
As sales leaders, it's natural to want to build connections with customers by sharing personal anecdotes. However, there are times when talking about yourself can hinder rather than help the conversation. This might sound harsh, but when a customer starts talking about their German Shepherd, it’s not an invitation to talk about your French Bulldog.
Even if you have a good connection with the customer and you are intentionally looking to create a deeper bond by increasing similarity, resist the …
The Final PR Word
P R
For Sales Professionals, everywhere…..
This is the last of four blogs in the series on PR words. How did the last blog about the buyer’s PRocess impact what you know about where your client/customer is in their decision making…and what you are able to complete and achieve with them today? Our final P R word is….
PRoduct(s)
- Based on what we have learned about their problem, what matters most to them, and where they are in their process, what are the best product solutions for them?
- H…
Charming Idiosyncrasies
Some of our imperfections can truly be cute…even bordering on adorable.
My brother, never a math wizard, when called out on his inaccurate calculation is known to say, “Oh, I was figuring it another way.” Damn near adorable.
As it is with all of us. Our frailties endear us to others because they expose our humanity and reveal our connection to others by our lack of perfection. We all have qualities that might madden us and amuse others. And yet, here we are.
Now, go reveal something…
Guardrails #2
To continue with the guardrail conversation… setting boundaries.
A boundary that helps guide the conversation is the ability to say “No.”
Say NO when the client/customer asks for things that cannot be done – either within the current budget or timeframe.
Say NO when the client/customer asks for additions without adding to what they are paying for it.
Say NO when the client/customer asks you to ‘take it out of your commission’.
Say NO when the client/customer asks you to do something that you know is…
Guardrails #1
In the very simplest of terms, as a sales professional, our job is to make it easy for our customers/clients to say yes… and to buy from us.
To do that, we need to truly be responsible for the entire sales interaction and how it goes, and where it ends up.
Guardrails help that.
By guardrails, I mean guiding the conversation so that it doesn’t veer off course and stays in the lane for the intended outcome. Guardrails include asking questions that will direct the discussion and get the answer…
GRATEFUL QUESTIONING
How can we bring gratitude to questioning? When do we need it the most?
Let’s look at where questions start. Are they coming from a place of interest and helpfulness?
Are the questions originating from compassion and a desire to understand?
Are the questions courageous (tough to ask but we know we must) and considerate (asked in a
way that is respectful and kind)?
When a sales interaction is successful (in that it produced a sale or an appointment), take a moment to present and to be gratef…
Handling Objections…what is enough?
Let’s extend developing our questioning skills to include handling objections.
As we evaluate our relationship to objections, it’s important to look at the reaction to objections and the response to the objection. They are separate yet related actions.
Ask yourself: Do I really know what they are concerned about…or am I assuming I know? Do I accept their concern as valid – and maybe even agree with them? Do I understand their concern, and do I have a response to address it and move beyond i…
Asking…enough… Questions
How do you know if you have asked enough questions?
What is it you want to know? And are you asking the questions that will find that out?
As salespeople, we can all expect to learn more and ask better questions as we continue to develop our skills.
One of the clues that you are not asking enough questions is that objections arise when you try to close. What are the objections that consistently come up for you?
Or equally important, do you know where your buyer is in their buying process…
Asking Confirming Questions
This step leads back to the first blog on this topic…assessing versus assuming.
Confirming questions solidify what was discussed and even decided, by asking a question that removed any doubt. As an example, a salesperson is working with a customer and asks them if there is anyone else who wants to participate in the project…as a way of identifying the decision-maker. The customer says, “I make the decisions about furniture.”
We all know that there are several elements to consider in making…
Asking Summarizing Questions
Summarizing is a questioning step to see if we are accurate, in alignment, and on track. It’s a good step when the conversation is going on too long, is getting confusing (or going into areas that are less important), or when YOU have gotten distracted by too much time spent or too many details and distractions.
It’s simple: “Let me see if I understand…” then review what has been agreed to. Not every detail, just what has been agreed to.
If there is anything that is outstanding and needs…
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