Listening is an art. And Sales people should listen attentively to their prospects and customers, without which it is going to be difficult to make the sale or solve a problem. The prospect always tells us what he / she wants, what problems are they facing and where they need Professional help in solving problems. Unless, we listen to them carefully, it may not be possible to initiate a discussion forget getting the deal.
Future belongs to those who listen with an intent to understand truly !!
Listening helps you get information. And empathizing with your prospects will help you understand the situation / problem in its true sense. Forget your sales pitch. Just listen.
“Most of the successful people I’ve known are the ones who do more listening than talking.” – Bernard Baruch
There has been too much of a bad reputation that the Sales people have built over the years and it is time to change that perception. Firstly, the prospects think that Sales people are interested in only pushing their products or services down their throat whether they have a need for that or not, whether their product or service solves their problem or not. This is a bad reputation that the Sales people have built for themselves. I am not blaming the entire community. But many are the reasons for this reputation. So, you need to get this changed right at the first interaction with the customer. But, how will you do it ?
- Show respect to the prospect
- Don’t rush things
- Carry yourself well
- Think and Act like a true Professional
- Show seriousness
- Ask open ended questions and shut up – I mean shut your mouth but keep your mind, eyes and ears wide open
- Take notes
- Ask qualifying questions
- Align with them
- Summarize and ask if you have understood them correctly
This will go a long way in building a relationship with them. Customers don’t buy products / services just to meet their needs or solve their problems. It is much more than that. It is purely an emotional bonding with your products or services or with your company. And that emotional boding happens due to the way you treated them or due to the way you handled yourself during the call. You are your company to them. Good or Bad is in your hands. Deal with it responsibly.
Using Sales Techniques is one thing but Building relationship is entirely a different ball game altogether.
Being on the same page with the Prospect ensures that you have understood their problems correctly and have agreed to do certain activities towards helping them solve those problems. So, your deal has a good chance, a good probability. And your competitor who is not in Sync with your prospect is on a tail spin at the moment.
Continue to Listen to your Prospects and Customers and keep fine tuning your offering, products, services, sales processes, customer service so that you may achieve true customer satisfaction
Listening involves using all sensory organs and not just your ears. Get the full import. And implement these ideas in your next sales call and let me know what happened next.