Usually, when a customer says something that a salesperson doesn't agree with - maybe it's a comment on the future of a market or an opinion about a competitor's product - the automatic response is to negate what the customer says and to try to convince them of the accuracy of your expert point of view. This action, instead of swaying the customer, creates a point of separation - a separation that could damage the relationship and cost the sale.
This is where being in a state of confusion helps!
When presented with conflicting information, salespeople are better off adopting a state of Confusion rather than Confrontation. In this state they allow themselves to seek out and incorporate other information in their knowledge base. By accepting additional information, even if it's contrary to opinions already formed or facts already known to be true, professional salespeople accept the validity of the customer's viewpoint. This openness is the basis for respect and allows a stronger relationship to be forged.
The problem with many salespeople is that they look at what the customer says as wrong! This "I'm-the-expert" attitude discounts the fact that in each person's universe he or she is the one in the right.
If you want to sell successfully, you have to put yourself in your customer's shoes.
Sales Hints are produced and distributed by DaiShõ Marketing in the interests of improved professionalism and effectiveness in selling. The SOLUTIONS COLLECTION is a compilation of sales development workshops - each a complete 5 hour training session - specially structured so that it can be added to a sales conference or as a stand alone workshop. Contact .
