When your customer has a question or concern you have to let them know you care; empathize with them. Tell them “I understand”, or “I can see how you might feel that way”. Have you ever had a salesperson tell you that you were wrong? I was on the market for a recliner. My wife and I wanted something really nice so we went to a higher end store to purchase. I sat in a chair and the sales clerk said, “How do you like that one?” I told him, “I don’t think it’s all that comfortable.” He came back at me and said, “You’re not sitting in it right?” Immediately I put my guard up and was opposed to any advice he continued to give me. Of course we did not end up buying from that store. Don’t be confrontational with your customers. Your customer will immediately lose interest in you.
Rather than throwing a rebuttal towards me the sales clerk should have taken what I said into consideration. He could have said, “I understand how you would feel that way, I found by sitting in it this way it seems to be more comfortable. Try it and see what you think.” By doing this and not arguing I probably would have found a way to sit in the chair comfortably and bought it.
When you emphasize with someone their guard comes down. They then realize that you are not just out to get the sale but to make them happy. When you immediately hit somebody with a rebuttal they set up a guard against you. Next time you get a concern from a customer make sure you emphasize with them and take what they say into consideration.
Go Get ‘Em!
Article Source: http://www.fitnesshealtharticles.com.
About the Author:
Richard Cannon, The TeleSales Recruiter started selling candy in school when he was 8 years old.
He’s been selling ever since. In his 30’s he was looking for a sales job he could do from home that was in line with his purpose.
He looked and looked and couldn’t find the right one. He swore some day he would make it easier for people to find great sales jobs they can do from home.
He built a crew of work from home people, but couldn’t help everyone because they were not all passionate about what he was selling.
So now, he assist’s salespeople in figuring out what their purpose is. Then he finds them an opportunity that is in line with that purpose.
Now they make more money selling something they love. For more information, visit Cannon’s site at http://www.telesalesrecruiter.com
Empathizing With Your Customer
