By Mauro Libi.
It has become accepted fact that a positive attitude will affect any
business. From management to motivating the other employees by believing
in their ability and the ability of the company to be successful. They carry
that message within their inner self and their attitude is felt in every aspect
of the company.
The salesman believes in their companies's product.
Because they believe in themselves and in their product , they go with a
mission to promote the word on the value of their company and their product to
their customers. Their customers feel all this positive energy. The positive
energy is out there, even when not verbally expressed it is felt in the
attitude of the salesman. The customer will buy more products from your company
because the aura permeating the surrounding area is of a win win attitude.
Most customers buy based on emotion. Of course
they want quality and good price. However everything else being equal the
customers will buy from the one who gives them a good inner feeling. They will
buy from the one who they trust. They will buy from the one who makes them feel
that they truly have a great product, the very best value. Salespeople must
convert this message to their buyers, their customers.(Mauro Libi)
One of the oldest secrets in sales is the power of the
smile. A smile connotes confidence in oneself and in your product. It in stills
a feeling of honesty and integrity. Some salespeople have what is known as the
million dollar smile. No buyer will purchase from someone who frowns.
They will not buy from someone who they feel has a losing product or that the
salesperson and their company will not back up their product. This concept is
conveyed by what you say, what you do and by your facial expressions.
Most companies understand this concept. They
understand that the power of the sale is in the face to face experience between
salesman and buyer. Many companies and salesman let down their guard on
their over the phone and by email contact. You can convey to the customer
of confidence in yourself and your product by the tone of your voice and
written word. You can instill trustworthiness, quality and technical know how
by your attitude that can come from something as simple as smiling, even when
you do not have contact with the customer.
I learned a great tip in this area from
Michael Coburn, Director of Customer Service at Nestle USA.
Nestle places branded mirrors at each phone reps’
station so the reps can see if they are smiling when they are talking on the
phone.
There are a number of techniques for giving “great
phone.” Personally, I find it helpful to stand up and move around on important
calls — it instantly changes the energy level in my voice. However, no matter
what your approach to customer service on the phone is, a smile should be the
foundation of it all. By Mauro
Libi.
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