We work with several psychologists on the emotional elements of both buying and selling. One thing they have always stressed to us is the importance of what they call “validation.”
Validation is defined in this context as acknowledging and respecting the other person’s point of view. We may not agree with it, but we acknowledge and validate his/her right to have and express it. Read more
Alan Weiss tells a great story in his book, “Great Consulting Challenges.”
A national hair cutting chain moved across the street from a neighborhood barber shop and advertised $5.00 haircuts as an opening promotion. The barber’s sons advised him to cut his price to $4.00 to ward off the new challenge. Instead, he put up a sign that said, “We Fix $5.00 haircuts for $10.00.” According to Weiss, people loved it. Read more
Occasionally we all run into an especially tough customer in the form of a classic “know it all” who takes particular delight with arguing every point and can even become almost abusive in the process. At first blush, it may seem like we have no chance, but often these types of buyers can be closed by a little “jiu jitsu.” Here is what I mean…
It probably comes as no surprise that great athletes and great salespeople share a number of important personality traits including the need for achievement and competitiveness among others. But there is another trait, which sports psychologists rate especially high, which great salespeople often share as well. That trait is optimism, in the form of resilience. Check this out. Read more
A lot of people who read our book and attend our workshops like to focus on the concept of “elevation,” that is, taking what other people might consider ordinary touch points with clients and creatively “elevating” them into memorable touches. Check out this video as a great example of elevation. Read more
In our workshops, people often ask us about giving gifts to clients . . . and we like to take the focus away from the gift and over to the emotional connection we are trying to establish with the client. The two messages we hope to get across with a gift are:
- We are listening and we care about our clients lives.
- We are action-oriented, both personally and professionally, in terms of service.
So it is not so much about the gift, as it is about connecting with a sweet spot in the process. Here is an example. Read more
I went to get a new driver’s license recently in a new state. Very tough process . . . lots of extra technicalities and as you might expect, a series of bureaucrats who were experts at saying no and sending you down the line. Except for one . . . Maria. Somehow, while the other grumpy clerks shuffled me around because they allegedly could not help me beyond their little box, Maria took me under her wing and personally knocked down one administrative barrier after another. Read more
Over the years many salespeople have asked us about the potential issue of being too pushy as a salesperson. Each situation is different, but as a general rule, when we are following up with prospects, we like to keep adding fresh knowledge and ideas to the dialogue. We figure our follow up will be welcome so long as we continue to add value in the form of updates and information whether the buyer is quite ready to pull the trigger or not. Read more
Elevation is one of the main themes we stress in our books and workshops.
Elevation is the art of taking any element of our communications and relationships with our clients, and making it special . . . then doing it again and again. Here is an example. Read more
I went in for some new glasses recently. They said they would be ready in an hour. I came back in an hour and they were not ready. I waited another 15 minutes. Nothing. Finally at the 90-minute mark, out they came.
This may not sound important but it’s a big deal. We are much better off under promising and over delivering when it comes to sales and service than promising something we cannot deliver. Read more