The document discusses the importance of empathy in building customer relationships, emphasizing that understanding and responding to customers' emotional states can enhance trust. It warns against scripted responses and encourages genuine care and follow-up on promises. Additionally, it suggests planning an empathy strategy and tailoring communication based on personality types to increase effectiveness in sales interactions.

1. EMPATHY
David Lynch
SELLS

2. Rule Your Emotions
Don’t Let Them Rule You
Learn to Follow Your Customer’s Emotional State
Get into Their Shoes & They’ll Like You
When they Like you – They’ll TRUST You

3. Look Out For These EMOTIONS
Angered
Funny
Happy
Sad
Fearful
Relaxed
Nervous
Hurried

4. Real Versus Fake EMPATHY
Scripted Compassion Fails
You Need To Prove That You Care
Follow Up On Your Promises

5. Probe for Common Ground
Find Something You Have In Common
Zoom In on this Topic
Record It for Your Next Encounter

6. Real Empathy MAGNIFIES TRUST
Communicate Your Integrity
Display Your Honesty
Become The TRUSTED ADVISER

7. PLAN YOUR BEHAVIOUR
Design Your Empathy Strategy
Track Your Progress
Collect Positive Feedback

8. Increase Your Awareness
Study Personalities & React Accordingly
Amiable - Analytical - Extrovert - Driver

9. www.saleswillgrow.com