Blogging about making money in sales, sales best practices, solution selling, sales 101, and more! Read it, and make more money.
Monday, November 17, 2014
10 Best Client Communications Skills
The brass tacks of a successful client conversation come down to 10 points. They are simple to list, but take a little practice to master. Don’t worry! Each one leads naturally into the next, reminding you of where you’re headed. These techniques are effective in person and on the phone. Practice each one for a full day. You’ll be a better salesperson in 10 work days. Here they are:
Start with a smile and a warm greeting. You know the smile you give when you unexpectedly see a dear friend out of the blue? That’s the smile to share with your prospect the moment you make eye contact, before either of you have said a word. You’re setting the tone for the entire interaction. (You can even tell if someone on the phone or radio is smiling when they talk!) How do you feel when you receive that smile? It’s the same relaxation you experience when you are welcomed and respected. Give that smile, and mean it. Humans tend toward reciprocity. This means people usually respond in kind to the way they are treated. If they’re treated pleasantly and in an agreeable way, they’ll tend to react in a pleasant and agreeable way.
Call every prospective customer by name. People feel more important when called by name. If you don’t know their name up front, shake their hand, introduce yourself, and ask them. Repeat their name once you have it. “It’s great to meet you, Mr. Foster. Thank you for meeting with me today.” When you need to address Mr. Foster, use his name once every 2-3 minutes. It keeps him involved, and keeps you from forgetting it! If you believe his attention may be drifting, call him by name in your next sentence or question.
Listen and mirror. Listen to your prospective customer. Listen to their words, their tone of voice, and their style of expression. If they are speaking quickly and gesturing with their hands, they are probably excited. Mirror that behavior. Likewise, if they are speaking slowly and deliberately, be sure to enunciate and speak at a slower pace. Don’t copy their voice or hand gestures exactly. (That annoys people!) These mirroring techniques have been shown to make people feel understood and respected, even when no words are spoken. Putting your body in the some of the same postures they use will help you understand their mood and attitude. If your customer has a slumping posture, slouch just a little, and see how it makes you feel. Are their arms crossed tightly across their body? Cross yours loosely, and see how it feels. Once you correctly perceive their mood and attitude, you’ll address their questions more effectively.
Talk about your client. The only context that matters to your client is how to meet his own needs, achieve his own goals, and solve his own problems. Most people prefer to talk about themselves. Encourage them to talk by using probing questions. As they talk, you’ll be learning about what product to sell them, why, and often how. Everything they share tells you something about their needs, their qualifications, and about their buying process. Do not interrupt. It’s good stuff. Apply what you’re hearing to your sales pitch.
Thou shalt not speak ill of the competition. Never, ever, ever. Putting someone else down doesn’t make your product or company look any better, it just makes you look petty and like a gossip. It’s unprofessional, and in some companies it will get you fired. Most importantly, you are not talking about your product or your customer! Bring your attention back to where it belongs. Youcan emphasize that your product wears longer, or that your service is backed with a guarantee. Ex: “You can make this purchase with peace of mind. We’re proud of our guarantee. It’s the longest and most complete in the industry.”
When your shopper finishes a thought or asks a question, be ready with the next concept or question you want them to address. This is the most important skill in contact management. Ex: Client: “...and that’s why I’m in the market for a new system.” Short pause. You: “Mr. Client, we have a large selection of systems that will meet your needs. Tell me about how your staff uses the system. What do they need the system to do more effectively?” Back to Mr. Client: “Well, if the system could scrape data from a number of different applications and generate reports, that would be ideal.” Short pause. Now you:“That seems reasonable. Think of how much stress that would relieve! We have solutions that do just that. How many staff members will be working on this system?” Again, an appropriate response is tied directly to the next probing question. This technique should be employed on most or all occasions that you speak in the sales process. It makes you efficient, responsive, and most importantly, keeps your prospect talking. Conversational control usually fails if you have not mastered this skill.
Praise/thank your prospect. There is always a sincere reason to praise them, and it shows them you think they are important. Ex: “It’s a pleasure to meet you.” “Thank you for seeing me today.” Even when they call you, work it in. “It’s good to hear from you. What can I do for you?” Your client is, and should feel like, the most important thing you have going on right now. Ever come across one of those salespeople who treat prospects like they’re an interruption or an annoyance? Giving the impression you find your agenda more important than you find your client is a sure way to see to it they don’t “bother” you again.
Be well and fine and happy. Sales is a customer focused activity. If they ask how you are, you’re fine, or great or terrific. Now turn the focus back to your shopper. No one cares if your feet hurt, if you broke up with your sweetheart, or if you’re in a lousy mood. Well, at least, your client doesn’t. Clients want service. Pleasant service. Make sure they get it.
Try to avoid saying “NO.” Your shopper sometimes will ask you for things you can’t deliver. If they ask, “Can you give me another 20% off?” You say, “What we can do for you is this -.” When they say they want lifetime service free of charge, you can say, “We usually meet that need by doing this -.” Addressing the question with the available choices is usually enough to bring the customer back to discussing the possible. If you are forced to deny a specific request, be gentle but clear: “We don’t offer that option. We’re happy to offer this.” "No" is always a last resort. If you have to say it, don’t leave it hanging in the air like a bug you want to swat! Follow it up immediately with the solution you do offer.
Create a “Yes” frame of mind. In your discussion with your client, ask questions which lend themselves to “yes” answers. Ex: “You appreciate a good value, don’t you?” Or, “Your family is the priority here, right?” Follow these questions up with immediate facts that serve the subject. Ex: “This insurance policy protects your family in the case of a tragedy, and also creates an investment tool to make the good times even better.” Once a person sees that you’re on the same wavelength, they relax some of their defenses. Feeling understood helps people build relationships. Prospects stop resisting and start problem solving, which means buying.