Connecting: The Key to a Successful Buying and Selling Relationship

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You only meet a new customer for the first time once. What is done at that time sets up the relationship you will have from that moment forward. In a consumer research article in the Wall Street Journal, 57% of the respondents stated, “The reason I didn’t buy was because I didn’t like the salesperson”. This means customers are more likely to say yes to someone they like.
However, before customers will like you, you must demonstrate through words and actions that you like customers. The strategies for ‘liking’ are developed in this PowerPoint seminar.
There are four distinct elements which make up the ‘Connecting’ process:
1.Attitude
2.Building rapport
3.Presentation
4.Determining needs

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Connecting: The Key to a Successful Buying and Selling Relationship

  1. 1. CONNECTING <ul><li>The key to a successful buying relationship </li></ul>
  2. 3. <ul><li>Connecting is a process that begins before you first meet a potential client and continues throughout the entire sales presentation. </li></ul>
  3. 5. Five-Step Process <ul><li>Attitude </li></ul><ul><li>Presentation </li></ul><ul><li>Rapport building </li></ul><ul><li>Determining needs </li></ul><ul><li>Time strategy </li></ul>
  4. 6. A manner, disposition, feeling, position, etc., with regard to a person or thing; tendency or orientation, especially of the mind. Step One - ATTITUDE
  5. 7. Attitude Determines Altitude
  6. 8. Begin with self-motivation <ul><li>Control what you can … let go what you cannot. </li></ul><ul><li>Concentrate on the now… do not concern or frustrate yourself about tomorrow or yesterday. </li></ul><ul><li>Love the one you’re with. </li></ul>
  7. 9. Don’t be afraid to fail <ul><li>Be aware that your client has a buying process just like you have a selling process. </li></ul><ul><li>Part of your client’s buying process is to eliminate you. </li></ul><ul><li>Recognize elimination as part of the your client’s buying process and not indifference to you personally. </li></ul>
  8. 10. Maintain a Positive Self Image <ul><li>It is true that you achieve what you expect to achieve. </li></ul><ul><li>Inventory your strengths and weaknesses. </li></ul><ul><li>Spend time daily strengthening both, but most of your time should be used to build your strengths. </li></ul>
  9. 11. Gain an appreciation for the client
  10. 12. Step-Two - Presentation Presentation is the way you present yourself to potential clients.
  11. 13. First Impressions <ul><li>You never get a second chance to make a first impression. </li></ul>
  12. 14. First Impression Tips <ul><li>The greatest way to make a positive first impression is to demonstrate immediately that the other person--not you--is the center of action and conversation. </li></ul><ul><li>Use the name of a new acquaintance frequently. </li></ul><ul><li>Follow Dr. Wayne Dyer's advice, offered in his wonderful book &quot;Real Magic,&quot; by &quot;giving up the need to be right.&quot; </li></ul><ul><li>Appearance counts. </li></ul>
  13. 15. Build confidence in your selling skills <ul><li>Clients want you to care about their needs, and they want you to be competent enough to help them. New clients want to do business with competent professionals. </li></ul>
  14. 16. 7th Habit: Sharpen the Saw
  15. 17. Inspect You If you want people to listen to you with confidence, dress and carry yourself in the manner which gives you the right to speak with authority.
  16. 18. Maintain Your Product Your product serves as a showcase. It is a tangible representation of what the client is buying.
  17. 19. Step-Three - Rapport Rapport signals a relationship exemplified by agreement, by alignment, or by likeness and similarity.
  18. 20. Pacing & Leading
  19. 21. Pacing Pacing means meeting your customer where he or she is, or matching some part of your customer’s experience
  20. 22. Leading Leading is doing something different than your client.
  21. 23. Most selling situations involve a continual process of pacing and leading, back and forth until a satisfactory outcome is achieved.
  22. 25. Body Pacing Static and gesture matching
  23. 26. Verbal Pacing People have a dominant mode of communication. When you meet a new client they will probably be thinking and speaking in one of three representational systems: visual, auditory or kinesthetic.
  24. 27. <ul><li>You can discover which representational system your customers are using by listening to the words they choose to communicate with. </li></ul><ul><li>Example: </li></ul><ul><li>Visual – I see what you mean. </li></ul><ul><li>Auditory - Tell me again what you mean. </li></ul><ul><li>Kinesthetic – That idea just feels right to me. </li></ul>
  25. 28. Minimal Cues Minimal cues are small movements that your customer makes that let you know that something in their experience has changed.
  26. 29. Examples of Minimal Cues <ul><li>Stepping back away from you. </li></ul><ul><li>Voice rate shift. </li></ul><ul><li>Eye brow raising. </li></ul><ul><li>Leaning back away from you. </li></ul><ul><li>Facial color change. </li></ul><ul><li>Voice tone shift. </li></ul><ul><li>Voice volume shift </li></ul>
  27. 30. Step-Four – Determining Needs The benefit of determining needs is that it builds a bridge between your desire to lead the selling process and your customer’s desire to lead it.
  28. 31. Greeting How may I be of service, to you, today?
  29. 32. This is an ideal greeting - it is non-threatening - it does not lead your client in any specific direction. With service, clients become receptive to questions.
  30. 33. Discovery The subject of needs is one you can approach directly. Clients want to know immediately that your focus is on providing for their needs, and not simply to sell them a home for the sake of a commission.
  31. 34. Open-Ended Questions <ul><li>Cannot be answered by a simple yes or no. </li></ul><ul><li>They usually begin with what, how and why. </li></ul><ul><li>They do not lead the client in any specific direction. </li></ul><ul><li>They help the client discover things. </li></ul><ul><li>They create a situation in which the client will reveal behavioral style. </li></ul>
  32. 35. Close-Ended Questions <ul><li>They extract simple and specific facts. </li></ul><ul><li>They are useful in gaining commitments. </li></ul><ul><li>They are useful in gaining feedback during the conversation. </li></ul><ul><li>They can be used to direct the conversation. </li></ul><ul><li>They can be used to secure affirmative answers. </li></ul><ul><li>They usually begin with who, where, and when? </li></ul>
  33. 36. Transitional Listening A client’s response to any question provides you with a transition into a brief discussion of something you need to know.
  34. 37. Solve Client Problems Providing solutions to customer problems is the primary common ground between you and the customer … become a solution provider
  35. 38. Step Five - Time Strategy How much time do you have to spend with me today?
  36. 39. When your client provides you with an answer to the question “How much time do you have to spend, with me, today?” you must follow your client’s response with your reason for asking the question.
  37. 40. Reason The reason I asked about time is that I want to focus on what is important to you. I can show or tell you about … What would you like to accomplish today?
  38. 41. What Have You Accomplished? You have demonstrated a respect for time; what is important and have established a reason for a second appointment (if required).
  39. 42. Summary <ul><li>Step-One: Attitude </li></ul><ul><li>Step-Two: Presentation </li></ul><ul><li>Step-Three: Rapport </li></ul><ul><li>Step-Four: Determine Needs </li></ul><ul><li>Step-Five: Time Strategy </li></ul>
  40. 43. Practice Makes Perfect <ul><li>Don’t commit to integrating a new idea into your daily sales process until you fully understand why it’s important to implement. </li></ul><ul><li>Practice the idea for at least 21 days straight. </li></ul><ul><li>Give full attention to each idea you are practicing. Don’t just practice to practice. Have a specific intent. </li></ul><ul><li>Evaluate only the sales skill you are practicing at the time. Stay focused! </li></ul><ul><li>Make learning enjoyable. </li></ul>

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