Recently found a fantastic mnemonic for sales:-
S – solve problems
A – ask lots of questions
L – listen more than you talk
E – empathise
S – share knowledge
Sadly a poor selling technique is to go straight to sharing the knowledge, particularly when talking about a service. Telling your client what it says on their website is the classic “Value snoozer”, why do I want to know something I know already.
The stage that is above the mnemonic and the most important is the rapport building. How do you make somebody feel really comfortable that they want to buy from you, as they have made you feel valued.
You initially find out the service or requirement they are looking for which is the problem and then when you reach the asking lots of questions, split them into two categories.
There are hard facts that anyone and everyone can give you but the soft facts go into identifying the personal requirement.
Working with property managers you can see the divide easily:-
- Where do you live currently?
- Where have you viewed already?
- What attracted you to the area you are currently living in?
- What did you dislike about the properties you have viewed already?
If you only collated the hard facts you would be providing them with the same properties they have already seen or rejected.
The balance of questions and listening should always be on the buyers side, remember the 80:20 principle. Ask an open question and listen empathetically for the detailed response.
Empathy is always understanding that person’s position at that moment in time, please don’t sympathise with them or make it about you.
Finally when you have collated enough data you can give a knowledgeable response about what service or product you have available.
Please do contact nuggets to explore behaviours around service email@example.com