Sales start with being rejected

Chapter 38 Do the details well - make the customer unable to refuse your psychological attack (2)
Pay close attention to your customers' body language
"There are words in silence, and words in gestures." Have you ever paid attention to the body language of your customers?Don't ignore this detail, the customer's gestures often reflect the customer's true inner thoughts.If you learn to read your clients' body language, you can read their minds and emotions.Generally speaking, in the process of people's communication, to fully express meaning or fully understand the meaning of the other party, it generally includes three basic elements of language, intonation and non-verbal behavior or body language.

These basic building blocks and others paint a picture of a person's overall personality, and subtle differences in people's language, intonation, etc. can affect the meaning of communication signals.The meaning of this type of signal is conveyed by the person you are talking to, and it is a central goal of the communication—something you should be striving for.However, the surrounding environment and the three elements that have the most direct influence on the meaning of the signal - language, tone of voice and body language.

A successful salesman, when demonstrating a product, will carefully observe the customer's body language signals, assess the customer's reaction to the product demonstration, and adjust the demonstration method accordingly to close the deal.

Anyone who has ever seen a mime, a successful art performer, or a sign language interpreter will generally know that in the process of communication and exchange between people, there are actually many people who can understand the meaning of others. Useful ways.

Body language, or involuntary body movements caused by external stimuli, is the science of communicating information by means of body movements, facial expressions, postures, gestures, and changes in position or distance from other speakers.Body language is usually unconscious and difficult to control and conceal, it can express inner intentions more clearly than words!

Renowned anthropologist and leading researcher of modern non-verbal communication, Ray Birdwistle, believes that in a typical two-person conversation or exchange, the verbal signals are actually less than 35% of the full meaning expressed, The remaining 65% of the signals must be communicated through non-verbal signals.

Once a salesman masters these body language signals and accurately interprets the meaning, it will undoubtedly be of great help to your career.

The signals conveyed by body language are usually subconscious behaviors and are mainly caused by personal emotions, so it is difficult for ordinary people to control or suppress such behaviors.

Body language is closely related to a person's personality and emotions. The more excited the emotion, the greater the range of body movements and the more body language.Body language plays a very important role in the interaction between people, especially when visiting friends for the first time.

Our interactions with others do not simply share opinions, facts, beliefs or principles, which may be why a businessman or entrepreneur is willing to take a long flight rather than a phone call in order to close an important deal.

Most people agree that face-to-face conversations between people are an easier and more effective way to influence each other, not only for their own conversational skills, but also for their reputation, charisma, other expertise and influence .

In addition, salespeople can use eye illusions, such as sitting in a higher position, to raise their gaze above the customer's when the sale is nearing completion.In this way, the customer must look up at you, so that, without knowing it, you have been able to control his psychology and affirm what you said.

What needs to be paid special attention to during the conversation is the client's body language.

Once, a salesman was introducing the product to the customer with great interest, and the customer was also very interested in the product, but what puzzled the salesman was that he often looked at his watch or asked about the terms of the contract. Noticed by the salesman, when the conversation came to an end, the customer suddenly interrupted the product introduction in the middle: "Your product is very good, it has already moved me, where should I sign?"

Only then did I know that the small actions the customer had made just now had already explained to the salesman that the sales had been successful, and some subsequent introductions were undoubtedly redundant.

I believe that many salesmen have made similar mistakes like me.Body language is often not easy to figure out. If you want to accurately interpret these body signals, it depends on your keen observation ability and experience.

Body language is a "second language".If a person's "body language" is simpler, it is easier to be mastered.Therefore, if you want to be a good salesman, you must concentrate on not letting the customer out of your sight, and constantly observe the other party's reaction, gestures, eye signals and facial expression changes.

Many information symbols are well known to ordinary people. Hands on hips or crossed in front of the chest express defense, resistance, and declaration of sovereignty.However, there are other meanings too. When you listen to someone with your arms crossed, there is no negative connotation, because the chest is the source of action, and crossing your arms means: I will not move - now it's all up to you.The person who waved his arm up hastily said in a strong tone: Please - don't bother!I don't want to have anything to do with it.And the arms retracted behind the back has the meaning of standing idly by.

At the end of the sales conversation, the salesman can also pretend to touch the customer with his body inadvertently in order to attract the customer's attention, and at the same time use his fingers to give various instructions. This action has a hypnotic effect on the customer.

In addition, physical contact also symbolizes the exchange of opinions, which can make the atmosphere of the conversation more harmonious, but when promoting sales, you must use your body language calmly and without disrespect.

Remember, the customer's body language information is a very important information, if the salesman can judge correctly, he will achieve good communication.In other words: Responding correctly to messages and accurately reading the body language of the customer are the most solid, basic and essential factors for a salesman to sell successfully.

Pay attention to every talent is an excellent salesman

During the sales process, you should value everyone you meet."Everyone" includes your customers and everyone around them.Because no matter how experienced a salesman is, he can't judge clearly which person will buy your product at the beginning, and that person is the real purchaser.

(1) The people around the customer can often influence the customer
There is a salesman who sells products for a pharmaceutical company.Among his clients was a small pharmacy.Every time he went to this store, he always greeted the salesperson at the counter first, and then went to see the owner.One day, he came to this pharmacy again, and the owner suddenly told him that he would not come here again. The owner did not want to buy products from the salesman company anymore, because many of their company's activities were designed for rich people.The salesman had no choice but to leave the store. After driving around town for a long time, he finally decided to return to the store and explain the situation clearly.

When walking around the store, he greeted the salesperson at the counter as usual, and then went inside to meet the owner.The shopkeeper was delighted to see him, welcomed him back with a smile, and ordered twice as much as usual.The salesman was very surprised and didn't understand what happened to him after he left the pharmacy.The owner pointed to a boy selling drinks at the counter and said, "After you left the store, the little boy at the vitamin counter came up to me and told me that you were the only salesman who came to the store to say hello to him." He told Me, if anyone is worth doing business with, it should be you." The shopkeeper agreed with this view, and has since become the salesman's most stable customer.

Caring and paying attention to everyone is the quality that a salesman must possess.This example tells us that when a salesman gets along with others, if he wants to be welcomed, he should sincerely care about and value others.Everyone, no matter who he is or what his actual situation is, deep down he values ​​himself very much.

Paying attention to others naturally includes paying attention to customers' children, wives and even relatives and friends.Infect your purchase decision makers with your positive attitude towards products and sales through the customer's experience, thereby arousing the customer's desire to buy.I remember someone once said: "I am very much in favor of helping customers or customers' children from time to time. At the same time, I think that in business activities, this is a means that has been largely ignored by people. In business relationships, children are included indirectly. Come in and always impress your kids. Being remembered and appreciated usually pays off in the long run.”

(2) The real decision maker may hide behind the customer

A senior salesman said such a thing:

"Once, I went to a client's house several times for a business with great hopes, and sometimes I even talked late into the night. I remember one time, when I came out of the bathroom of the client's house and walked into the corridor, I suddenly heard an old woman using He said to my client in a heavy tone: "To be honest, I don't agree. When he came the day before yesterday, he saw that I didn't even say hello, and he didn't take me seriously as an old woman! I said I wouldn't buy it if I said no." !I've lived a long life without using an electric blanket. Isn't it good? And his things are so expensive, I can't afford to buy them!'

"After hearing these words, I suddenly realized that this old woman who I didn't even look at when I came the day before yesterday was a real ambush. I never dreamed that this old woman had the right to make purchase decisions."

"I couldn't stay any longer, so I left in a hurry. When I got home I tossed and turned and couldn't sleep. What to do? How to assuage the old woman's disapproval? I was troubled by this question. The next day, I passed an electrical store Suddenly, I had an idea. Yes, I bought a bed electric blanket for the old woman. So I went to the household registration office to check the information, and found out that there were still more; ten days were the old lady's birthday, so I embroidered on the electric blanket "Congratulations on the rare birthday... ...' presented to this old lady who has never used an electric blanket in her life."

"Needless to say, the old woman was pleasantly surprised. But for me, paying for favors is my own punishment. I warn myself not to be so 'sightless' in the future."

In a family, it is hard to say who is the one who decides the purchase. The normal situation is that the husband and wife negotiate together. Sometimes the wife makes the decision, sometimes the husband makes the decision. Sometimes the husband negotiates and the wife directs behind the scenes.But sometimes there will be ambushes everywhere, and unexpected soldiers are unpredictable. From mother-in-law to grandson and sister-in-law, everyone may be a person with decision-making power.

So, how do you know who is making the buying decision? ——Generally speaking, most of the people who come out to negotiate are, but in order to prevent ambushes, don't just focus on him alone. You must pay attention to the fact that everyone around him may have a little influence on him, even if others do not have the slightest decision-making power.

(3) Don’t judge people by their cover

Abby Holliday was engaged in real estate sales in her early years.Later, he founded his own real estate agency company, Abby Holliday Company.With annual sales of more than $12 billion, the company is the largest privately owned residential real estate company in the United States.

Abby Holliday once said: "Customers are by your side. Salespeople should develop the habit of discovering potential customers at any time, because in this complicated society, any company, company, or person may To be a buyer of a commodity or a user of a service."

During his years in real estate sales, he has learned that as a salesman, one must never prejudge potential clients.

In the 20s, Abby Holliday was selling houses for Huo Anderson.Jo Anderson, a builder in Dallas who was developing a real estate project, did something no one had done before, taking a risk on a $50 house — and the key The problem is that he doesn't have a firm buyer yet.These luxury houses are equivalent to a house worth 10 to 70 dollars today.At that time, no one dared to take such a risk to invest in the construction of such a high-end house unless someone bought it in advance.

One day, Abby Holiday was waiting for a client when Jo Anderson stopped to say hello.After a while, a car drove in, and an older, plainly dressed couple got out of the car.They came straight to the door.When Abby Holiday greeted them warmly, Jo Anderson frowned, apparently saying, "Don't waste your time on them."

"And I received them warmly, just like other potential buyers. Because I know that a good salesman should optimize his image anytime and anywhere, pay attention to his speech and demeanor, and keep in mind his job responsibilities. You must know that customers are always there, and there are always, and you must not judge people by their appearance.”

Jo Anderson thought Abby Holliday was wasting her time and left angrily.Abby Holliday started by showing them around the house.

The luxurious facilities in the house made them feel a little incredible.The fourteen-foot roof completely overwhelmed them.Obviously they have never seen such a high-end house.And Abby Holliday herself is delighted to have the opportunity to show someone who appreciates the house in this way.

After they visited every corner of the house, they finally came to the bedroom. "Shall we chat privately for a few minutes?" the husband asked politely.

"Of course," Abby Holliday replied, and headed for the balcony so they could be alone in the bedroom.

A few minutes later, the husband came out and asked, "Mr. Abby Holliday, you said this house sold for $10?"

A small smile appeared on his face.He pulled a large old envelope from his pocket and counted up to $10 in cash, neatly stacked up the ladder.It turned out that he was one of the head waiters at the Dallas hotel, and they'd been living on the penury for years, just saving tips like that.

Shortly after they left, Jo Anderson returned, and Abby Holliday showed him the signed contract and handed him the envelope.When he looked inside, he was speechless with astonishment.

As a qualified salesman, you must develop the good habit of valuing everyone you meet in your sales.If you can persist in doing this, then your performance will definitely improve in a straight line.

Keep an eye out for and remember customers' names
A salesman has to deal with many people every day. For these people, you should not forget them when you see them. You can’t even remember their names and appearances. If this is the case, you will never be a successful salesman.Although a name is just an individual symbol, it is extremely important. If you want to help yourself through the power of others, you must first respect other people's names.

An owner of a high-end fashion store said: "In our store, for those who come to the door for the second time, we stipulate that we can't just say 'please come in'. Instead, we should say: 'Please come in! Mr. ×× (Miss).' Therefore, As long as he has been here once, we will keep a file, and all staff in the store must remember his name."

Paying so much attention to customers' names is not only convenient for fashion stores to make customer cards and grasp their interests and hobbies; it also makes customers feel cordial and respected, making them feel at home when they enter the store.Therefore, there are more and more regular customers, not to mention more prosperous business.

As a salesman, if you are visiting the same customer for the second time, you should not say: "Is anyone there?" Instead, you should ask: "Is Mr. X here?"

Saying each other's name is the easiest and quickest way to shorten the distance between a salesman and a customer.Remembering names is necessary for communication.And communication is the lifeline of a salesman, so how can you not remember the name of the customer?

Of course, you should not only remember the client's name and phone number, but also the names of those secretaries and the names of the people involved.Every conversation, if you can call their name, they will be very happy.These people are willing to help you and often bring a lot of convenience to your sales.

But some people seem to have no way to remember other people's names, which makes people feel incomprehensible.Why don't they do some solid work?As long as you put your heart into it, repeating it over and over again, you won't have much trouble remembering people's names and faces.

Here's how one successful salesman told me about remembering people's names:

(1) Deepen the impression through various methods
Psychological research shows that people's memory problems are actually attention problems.People often forget people's names, but we don't like it if someone forgets ours. Remembering people's names is very important, and forgetting people's names is simply outrageous.Impression is the first principle, because you can only put it in your heart if you put it in your eyes first.

How to correctly remember someone's name?If you don't catch it, ask promptly, "Can you repeat that?" If you're still not sure, repeat: "Excuse me, can you tell me how to spell it?" The attitude of remembering your name is very welcome, and they won't be upset if you repeat it over and over again.

If you want to remember people's names and faces, you have to pay attention to them.People say that the eyes are the cameras of the soul, which can record what people pay attention to.If we close our eyes, a variety of faces will appear in our mind, just like looking at a photograph.The reason why the brain remembers so many faces is because the eyes look at them carefully.

(2) Using repetitive memory method
Maybe we've all been there when someone you've been introduced to forgets their name within 5 minutes.An effective way to avoid this is to use other people's names multiple times.

At the same time, if you want others to remember your name, you should use the opportunity to repeat your name in front of him many times.

(End of this chapter)