OPEN SALES WITH RAPPORT, CLOSE WITH EASE
Posted on June 06, 2011 by Lyle R Johnson, One of Thousands of Business Coaches on Noomii.
Interestingly, how you open sale of a product/service/idea is much more important than Closing Techniques. A rare source article on Opening; read NOW
You probably already know this:
People buy from People they like.
People like People they perceive to be just like them.
Wouldn’t it be amazing if there were a way to have people – prospects, suspect, leads, cold calls – like you instantly? Ways to create instant rapport.
There are ways during your Sales Opening.
As you absorb this information, you’ll understand how you open sales is the most important segment of the Sales Process. In fact, when you create instant rapport, the conversion is a comfortable conversation and the Close with ease is almost automatic; you allow people to buy from you (because they like you).
Ponder the recent research on the time during which a perception is formed upon meeting a person. The perception is formed in the first 1/10th of a second, the following 10 seconds deepens impressions.. (These times are not estimates; they are based on MRI testing and research by Princeton University.)
Soon you will begin to see how vital it is to effectively Open your Sale.
Most sales literature refers to The Opening as “The Warm Up’. Actually, the only person being warmed up is the Sales Person; she or he has some inane, canned comments, to overcome tension. The deadly comments which begin to position you as an adversary, instead of a friend, include: “How are you today?”, “Great weather we’re having, isn’t it?’, “Let me tell you a little bit about my company” … and the list goes on.
Have you noticed yet how off-putting these “standard opening” may be to a suspect?
So what are the Opening techniques that create a friend – establish instant rapport? These techniques follow; (Authenticity and creditability are, of course, overarching prerequisites for all sales situations.)
Now I would like to help you experience the most effective Sales Opening Techniques; subliminal techniques which create rapport and lead to (almost) automatic sales closes.
Sample Opening Script:
Say anything you want to say, provided it has absolutely nothing to do with you, your company, your products or services … or any of the above stated comments establishing you as a self-involved adversary.
Remember who the most important person is to your prospect; not you, it is him, her or them. My method is to frame a question with a subtle ego building comments such as:
(It’s clear to me), (From what I’ve heard), (I sense that) you have really devoted a tremendous amount of time and energy to getting to your position of power and authority in the company. I am interested in know how you accomplished this.
People want to talk about themselves and their accomplishments. The above Opening Comment gives them permission to talk about themselves. You must be sincere; this is not to be used in a manner similar the “nice weather” observation.
The preceding is “word” oriented; a conversation line. As you know, words can perform magic yet they are the least important element of the communication process. (The process, to refresh your knowledge, is Words are 7%, Vocal expressions are 38% and Non-Verbal cues – Body Language – are 55% of the communication process.)
Internal Representation, “I/R”):
Consider the I/R of your suspect. This is how he or she expresses their perception of the world. When you are perceived as seeing the world the same as they do, you become like them, and people like people they believe are like them. Now in plain English: If a person says “I can’t see the benefit” (visual), then respond visually “Perhaps I was not crystal clear “(saying “Okay, I will say it differently” – auditory – is not matching their internal representation.) Refer to the sample Opening Script; notice I/R options.
Vocal expression consists of three parts: Volume, Pacing and Tone. You will be perceived as being “just like them” when you match their manner of speaking. Specifically, respond at approximately
• the same volume level,
• the same pace at which they are speaking and
• the tone (or pitch) of their voice.
(Common sense is required … attempting to match an accent, drawl, or very high pitch voice may be offensive. Merely match it as closely as possible without being obvious or artificial.)
The Sales Wizard (your author) became aware of Pacing early in his career. Working in New York City, he was assigned accounts in Alabama. Imagine the dichotomy of the NYC to Alabama speech pace.
Little by little, you are coming to realize these subliminal techniques are universal. These techniques are tremendously effective in Sales Openings for all Industries, Business to Business, Business to Consumer and face-to-face as well as telephone sales and they cross cultural barriers.
You may think Body Language applies only to face-to-face sales encounters. Of course you know its effectiveness is greatest in face-to-face yet there are applications in telephone sales.
• Stand Up. People can “hear your posture” on the telephone. Your body musculature effects how you speak. (Your diaphragm is not constricted as it is when seated.) Also, you will find your conversations are more effective, and shorter, when you stand.
• Gesture. Be as animated while on the telephone as you would be in a face-to-face conversation. Your gestures will effectively transmit your enthusiasm over the telephone.
Now back to Body Language in the face-to-face Sales Opening.
You probably already know to enter the sales environment projecting an air of confidence; good posture, eyes level and spring in your step.
• Mirroring (replicating the suspect’s body deployment) is a great rapport building technique. Remember Body Language is 55% of the communication process. By posturing as your prospect is, you are creating rapport. A caveat: This must be subtle; obvious and immediate shifting may be perceived as mimicking and is negative. When your suspect crosses his/her legs, wait a few seconds before crossing yours to match.
You are really interested the remarkable techniques to transform sales conversations into effective communication by creating rapport. You are beginning to see how you will experience fewer sales objections and closing problems. Learn more magical sales techniques from The Sales Wizard (Lyle R. Johnson, Ph.D., MBA).
© 2009 – 2011 LR Johnson, Inc