When it comes to closing sales, there are salespeople who use traditional strategies such as pressure, manipulation, and haste. However, new sales trends promote using empathy, understanding, and calmness when interacting with customers.
Here are some modern techniques to make your prospect feel empowered and be the one to close the sale.
1. Start the encounter with open-ended questions
Based on the teachings of the Greek philosopher Socrates, it is recommended to start the sales process using open-ended questions to find out your customer's needs and how you can meet them with your service or product.
Some examples of open-ended questions are:
- What motivated you to visit us today?
- What do you need at the moment?
- Why would you change supplier?
- Can you give me an example of what advantages you currently have with your product and what you would like to change?
Asking your customer these types of questions will give you information that you will later use to your advantage.
2. Listen actively
The recommended range between listening and talking when sitting down with a prospect is 57% listening and 43% talking.
When you really pay attention, you will be able to ask follow-up questions that confirm what the prospect wants. You will be like a mirror by repeating back to them what they told you.
You can use phrases like "I understand then that you are having problems with..." or "As you explain to me, you are happy with the price, but you would like to...".
This practice will reassure to the person that you care about what they are saying, and they will reciprocate your attention when it is your turn to talk.
3. Understand and identify
Your job as a salesperson is to serve others with your product, not to sell for the sake of selling.
A good salesperson, an ethical salesperson understands and does not persuade.
With the previous steps, you should already have a clear idea of what your prospect needs and what solution you can offer. The closing will be natural because it will respond to a genuine need.
4. Be empathic with objections
Objections are usually unanswered questions, and it is important that the person in front of you feels comfortable sharing them.
To get the prospect to be honest with you, you must be empathic and take their side. By listening and responding with a phrase such as "you are right, I understand your concern perfectly," you remove the threat and resistance to the sale.
This strategy goes hand in hand with your product's value proposition. Something like "I understand, if I were you, I would feel the same way, that's why in my company we work with (value proposition or quality that makes you stand out in the market)".
Empathy also has to do with understanding the prospect's emotions. Many decisions are made because of how something makes us feel, not necessarily because of the value it has. Instead of selling the product, sell the outcome and how it will make them feel.
5. Follow up
Follow-up should be discussed. If the closing doesn't happen immediately, suggest a date to reassess. Put it on your calendar and send an email invitation so you're both on the same page.
Also consider the possibility of a second sale, if you have closed this one. If the opportunity arises, find out if they know of other potential prospects, they can refer.
Times have changed and it's time for your sales process to evolve with them. Practice this approach and tackle the stereotype of the dishonest salesperson. You will see the results in your sales volume.
Banco Popular of Puerto Rico (Popular) is not affiliated nor related to the individuals or entities mentioned in this article. This article is for informative purposes only, and does not constitute an endorsement or guarantee of its accuracy. Neither Popular nor any of its affiliates, subsidiaries, or related entities are, nor might be held liable for any special, direct, or indirect, damages, resulting from reliance on the information contained in this article, which Popular did not prepare. Popular provides financial services) and does not provide the type of service referenced in this article. If you need any related service, you should request the advice of the competent professional of your preference.
