Convincing Consumers

Your prospects are in a bind. They stammer their objections and you respond. They seek an understanding that you may have about your systems and offer, but they’re left woefully without … and can’t make a decision.

Here’s the most personable and helpful way to get them over the hump while using the genius of testimonials, all rolled into one.

“Mr. Homeowner, I can totally understand your concern and feel the same way. In fact, many of our other <QTY> installations over the past <#> years felt the same sense of indecision. But almost all of those people got other prices, too. They did their research and weighed it all out.

“What they found after spending, oh, eight to 20 hours of additional appointments and shopping time is that our value was highest. They got all the benefits you see offered here <point to proposal> from us, but even at a higher or lower price from others, weren’t able to beat the value.

“Either way you want to go is fine with me. You can spend a lot more time shopping to arrive at the same conclusion, or go ahead and schedule this installation now.”

See how simple and persuasive that is? But before you start, remember, there is a huge difference between being close in a sale and getting to close on a sale. One pays, and the other, well, doesn’t. If the no-close-for-you scenario is happening too often, there could be a reason. One of, say, seven reasons:

1. Too much technical input — The former technician, who is wowed by technical features, installation procedures, and the sheer mechanics of a new system often fails to say how any of this actually benefits customers. Forget trying to impress them with your head knowledge. Impress them instead with the system’s benefits.

2. Not listening — A customer will give the clues for a sale to the salesperson who is listening. So watch and listen.

3. Not communicating clear benefits — You can talk all you want about systems, efficiency, prices, financing, maintenance, and your superiority, but if the customer can’t fit this into his What’s-in-it-for-me mentality, you may as well just go home. Close on benefits and solutions that make sense to the customer.

4. Not asking for the sale — In high school, all us guys learned this painful lesson at the prom: No matter how neat your hair was, how cool your outfit was, how many times you flossed your teeth, or that you sprayed the exact amount of Hai Karate cologne, eventually you’re going to have to ask the girl to dance. The same goes for salespeople. There’s a semi-uncomfortable impasse at the end of the presentation where you must get a decision. These closes can move you past that point toward the real point of your visit, which is to get the sale.

5. Not selling the company — Customers are often convinced of many things in the presentation from you and from all the other companies, but they’re looking for that difference, which is often the integrity of the company. Tell it. Sell it. Close on it.

6. Not selling your honesty and trustworthiness — Just like the above, too many salespeople get stuck on a great presentation that has no personal feel to it, no relationship, no eye-to-eye transfer of trust. The salesperson who fails to appear honest (even though he or she may be beyond reproach) will not close many sales.

7. Not presenting the closing solution to the customer — This is perhaps the biggest crime of all. A customer wants his solution packaged for him (that’s why you’re there!). Then, he wants this package presented as a logical, natural progression from his current situation to your solution for him.

Now that you know what not to do, let me share one very important mindset shift. A full 80 percent of all sales are made based upon how well you are liked by the customer. From your neatness in appearance, timeliness in arrival, respect to the customer’s home, listening skills, and more, much of your sales are really related to your likeability. Likeability is more than just smiling, being polite, and complimenting the customer’s house as you walk in the door. It is a method of immediately identifying with the customer and starting a relationship.

You don’t need to change your personality, just become more in tune with your prospects. See things as they do; pay specific attention to all members of the family who are available at the sales presentation. Laugh with them, acknowledge their fears or concerns, and ask permission.

By the time you’re halfway through your presentation, you’ll be recognized as one of the family, so make yourself at home and identify with every person you meet.

Being likeable — as simple as it sounds — will be your most powerful closing tool. As you become more of a genuine, caring friend, you’ll find people accept your suggestions not like a salesperson, but as an advisor.

Remember, people are more likely to buy from friends than from strangers. The quicker and more sincerely you become a friend, the quicker you’ll raise your closing ratio and your number of friends. Not a bad outcome!

Publication date: 6/16/2014 

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