Building the perfect business relationship with potential
client doesn’t come with a book of instructions. If it did, the task would be much easier… (Yet
a lot of gurus say they know how to build a relationship with clients and have
written books about the subject.) But the reality is every client relationship
is different.
Just when you think you survived the startup phase with your
new venture, you learn the easy part is over and now the growth years are on
the way. Facing the growth years within your venture is not something you need
to be afraid of, it simply means there is a lot of work ahead of you. This blog
post will help you take the experience one day at a time and learn how to bridge
the communication gap.
The Message
As your sales team goes from new to veteran, sometimes what
you ‘say’ gets lost in translation. They
can give you that blank stare or worse yet they misunderstand how to sell the
product or service correctly which costs you time and money. But with regular trainings on products,
services, and selling techniques you can overcome this hurdle.
The Bridge
It’s not easy to keep the communication bridges open with a
client because they too are trying to grow and make the choices that will have
a vital impact on their future. They are becoming capable of spending larger
amounts of money, having less and less time available to meet with you, and
have their own difficulties they need you to help address.
Here are a few tips to help you get started:
1.
Watch your body language.
How you move says a lot about
you. When a person is tired, they tend
to slump. When angered, your jaw muscles
tighten and your eyes narrow into slits.
Believe it or you’re your clients are good at interpreting body
language. Yours will betray you when you
are talking to them. Keep it open and
honest. Avoid sitting with your arms
crossed, eyes looking away from them or squirming in your seat.
2.
Make eye contact.
When you don’t look at the person
- you are non-verbally showing that you are either hiding something or you are
not at all interested in what they have to say.
Your client will shut down emotionally when they suspect that you are
not “tuned in” to them or worse yet end the meeting early. Sit comfortably and give your client
undivided attention with consistent eye contact. It lets them know that you care.
3.
Keep your emotions in check.
Remember back to when you were in
high school? Some of the things you said
to your parents were aimed at freaking them out. Clients will push your buttons if they can -
don’t go overboard and get upset. Their
target is opening lines of communication for sharing their concerns or
disinterest, sometimes they know it may make you mad. Instead, take a deep breath, listen closely,
repeat what you hear back, and ignore the taunt. Do the opposite of what they expect because
really, they want you to see through their ploy and find out the real problem.
4.
Ask them about their day.
This technique works with spouses
also. Even if your client only grunts or
says the obligatory, “It was okay,” ask anyway.
This shows you care. How many sales people really ask that question
anyways? (Your show of caring will go a long way to convince them that you are
interested in the things that they do and how they feel.)
5.
Be honest with them.
If you don’t understand or have an
issue about something then say so. Clients like your kids know when you are being
insincere. Discuss everything honestly
and openly, say ‘I don’t know’ if you don’t know, but provide follow up when
you find out the answer. Sometimes situational selling works when your client
will explain an idea of where they are coming from. Your client won’t mind explaining as long as
they know you are listening. This way they know you really want them to be
successful.
6.
Allow them their privacy.
This one is tricky and since you want
to know your client better than anyone else, you need to draw the line. Clients value their time alone to think about
the proposal. Take a ‘break’ for a
coffee and come back to answer questions later. Sometimes, planning a follow up
meeting works well too. Never adopt the policy of the hard sale because it
could burn the bridge and end the relationship with that client. Remember, they need to hear your message but
you need to listen their desires. Also, in
their office may be that there are no locks on the doors, always show respect
by knocking before entering. If they
don’t want to be pressed about placing an order at the moment, wait until they
are ready (if it’s not urgent for their timeline) and then make the close.
Being a sales person or a manager of a sales team takes a
tough skin, a willingness to be vulnerable and lots of passion for what you do. You will make mistakes but whatever you do,
don’t stop talking ever to your client or training your sales team.
www.bouncemarketing.org
www.bouncemarketing.org
