This building rapport technique requires you to listen for your customer’s language patterns. This is a challenging skill to acquire but if you can start to be aware of your own communication style and that of others, you will quickly become a great rapport builder. When we use our customer’s preferred language style, we become like them, and we all know that people buy from people they know like and trust.
We communicate in 3 ways but we generally have a preference for one or a combination of 2 of the following ways.
1. Building Rapport Technique with Auditory People
These people communicate through their ears. They use language like “I hear what you are saying”, “Tell me more about it”, “Explain to me how it works”, “It sounds good”, “That rings a bell”, “I hear what you are saying”.
2. Building Rapport Technique with Visual People
These people communicate through their eyes. They use language like “I see what you mean”, “Can you show me how to do that”, “It looks like I will be going ahead with that appointment” , “I see what you mean”.
3. Building Rapport Technique with Kinaesthetic People
These people communicate through their feelings. They use language like, “I get the feeling this is not the right product for us”, “I would have to experience it to get to grips with what it is about”, “I need to grasp the concept”, “How do you feel about that?”.
Inactive customers are people who may have bought only once from you or placed a small order. Never think they are not worth calling. It is a vital sales strategy to stay in touch with these customers as well as with your existing customers because you will be able to make more sales from them. Here’s how …
Maybe at the moment inactive customers might not justify a face to face call but you can certainly pick up a phone to stay in touch. You might be afraid to call them because they might tell you that they have gone to another supplier or they had a bad experience with you.
I m honoured to be invited to write monthly for “Sold” which is a wonderful digital sales magazine with a circulation of 100,000 salespeople in the USA. Here is the link to my page so you get this month’s article “How to Qualify Leads” and access to the whole magazine. It’s free so you can go there any time for some sales training and motivation
In addition there is an e-book I was invited to contribute to. It will give you inspiration and motivation from many well-known entrepreneurs. speakers and trainers. You can download it here:-
Motivating your mind, inspiring your spirit.pdf
From now on, you’ll be able to enjoy many bus, train and plane journeys absorbing these resources.
Do you ever find yourself struggling when someone throws up an objection and you find yourself saying “Oh, Okay then goodbye”, instead of trying to overcome their objection? The best sales people are masters of objection handling. Here’s how.
PART 8 QUICK VIDEO TIPS – HOW TO HANDLE OBJECTIONS
If you prefer to read an article, please click on the SHOW MORE button IN YOUTUBE to get the transcript and print it off.
Here is the link:-
December is your chance to become even more active on the phone.
Here are 3 Actions you can take:-
A) Call your best clients to say “Thank You” personally, give them your best tip for next year and wish them a happy Christmas.
B) Ask them how you can help them next year giving at least 3 suggestions.
C) Call all the people to whom you have sent quotes in the past year. I will be doing that myself and can guarantee from experience that you will convert 20% of them into sales when done professionally.
If you cannot reach them, here is what you do:-
Something a bit different on telemarketing this month.
I thought you might enjoy this little song on www.youtube.com that my hip-hop singing son and I created. It covers all the essential ingredients of a good telephone sales call. Many people around the globe are using it to start their day. I hope you will too. Please Click the “Like” Button if you like it. http://www.youtube.com/watch?v=4XtknVem1B8
If you recognise the voice of the famous hip hop singer in the telemarketing song email me to tell me on
If you have been reading my tips for a while, you will know the importance of having an interest grabbing opening on a cold call – i.e; one sentence that will make the customer want to hear more from you. So it’s not:-
“This is Sally Smith from XYZ Computer Services. I would like to tell you what our company does.” or “I’m Simon from XYZ IT. We do computer hardware and software and I wondered if you would like some information on this?”
It must be a sentence with a major benefit to the customer, i.e. the results the prospect might gain from using your services. For example, this opening would have more interest:-
“This is Sally Smith from XYZ Computer Services. We can offer you a service which guarantees your computers will never be out of action for more than 24 hours if they go wrong.” (The aim is to create curiosity.)
More Ways to Open The Call
Here is the 3 pronged sales strategy -When you call a prospect and they immediately say they do not want what you are offering, have another couple of products or services up your sleeve that you can offer as an alternative.
This achieves two things:, It lets customers know what else you do (often they do not know) and it offers them an alternative way to do business with you.
You sell public seminars and if that is of no interest, then you can offer inhouse training and training products like cds and dvds.
You sell trucks and if they do not want trucks, you can offer leasing and repairs.
You sell websites but they are not interested, so you offer website reviews and search engine optimisation.
Focus on selling your main product or service first and if they say they are are not interested, say “That’s okay, you may prefer to look at our …………….. .” Remember sales is about getting into a conversation. When you have more to talk about than one product or service that could assist the customer, you have more chance of continuing the conversation and building the rapport.
If you are saying this won’t work for you because you really only have one product, then brainstorm with your management what else you could create to offer as an alternative to the first product. This sales strategy really works well
You can find 200 more tips in my book Don’t Get Hung Up! athttp:// www.telesalestraining.com.au/telesales-books.html or http://www.telesalestraining.com.au/telesales-ebooks.html
Wow, what a way to make a customer feel special. I have just been on my DREAM ski holiday to Heavenly Valley, Lake Tahoe, USA, where I truly experienced “heaven” – powder snow, sunshine and gorgeous views.
Maybe part of the success of the holiday was due to the fact that every time I walked into the hotel, Aston Lakeland Village Inn, a gentleman called Scott raced out with flair from behind reception to grab my skis off me, put them away and then he offered to help me take off those heavy ski boots. Wow, now that was service! Not only that, every time I went in and out past reception, he had something to chat about and engage me. When I think about it, he really made me feel at home in this accommodation. Nothing was too much trouble. What he did was not his brief. He just did it for love of his job. His reception would be the reason I would go back to that hotel again and again. He made me feel valued, he made me feel special and I will never forget that.
SO, WHAT ARE YOU DOING TO MAKE SURE YOUR CLIENTS FEEL VALUED AND SPECIAL? IT WILL MAKE ALL THE DIFFERENCE TO WHETHER THEY COME BACK TO YOU FOR REPEAT BUSINESS OR NOT. PLEASE MAKE YOUR INTERACTIONS WITH THEM MEMORABLE IN A GOOD WAY LIKE SCOTT.
United Airlines, however, did everything but make me feel special.