This post that you have your eyes fixed on right now, at this very moment, is going to boost your sales instantly. This is a game-changing sales tip that I learned several years ago from a VP of Sales who I absolutely loved. Before I learned this little tip, I was running into a real problem with customers who would tell me at the end of my pitch or presentation, that they thought the product was “good or even great,” but then they wouldn’t buy. I didn’t understand because they would tell me at the end of my presentation that it was “very informative” and that they needed some time “to digest” all the info and asked that I follow up with them “in a few days.”
Does this sound familiar?!!! If it does, and if you don’t have training on this, you are losing out big time. Here is how we can solve this little problem…
Let us first assume that you did your homework upfront and understood your client’s needs. You listened to them carefully, you made good trust and rapport, and you built a product presentation specifically around them and their needs. All boxes, on your behalf, have been checked, so far. Now we fast forward to your sales presentation and to the point where things are winding down and the meeting is almost at an end. Everything during the presentation seems to have gone well. Your product was well-received. You got some nice compliments along the way. The customer seems like they are buying in. You think are getting good signals. And to your credit, the presentation is over the web, so you are doing your best to get a good read on your client virtually.
Now the end of the meeting comes and you might say something like, “So Mr. Customer, what did you think?” They respond back with, “This was really good… it is really a nice product…, I like it.” You then respond back by thanking them for such kind words. You are filled with joy that they said these nice things to you. They then may tell you to follow up in a few days and the call ends. You then feel like you are having an incredible day and then proceed to email your manager about the wonderful presentation that you just did and how it should close quickly! Then you follow up in a few days with the customer but no response. Then a few more calls and emails and nothing. What happened???
Here is what happened… customers don’t like to say bad things to a salesperson about his or her products because they have learned from experience that naturally the salesperson will give a rebuttal or try and overcome the objection. Customers try and avoid telling you exactly how they feel about your proposed product altogether if they are leaning another direction. They would rather be polite and kind and just tell you that they “like your product and that they will be in touch” (or to have you follow up in a few days as they are just so busy). This is much easier and more convenient than getting into a back and forth conversation with a salesperson.
Here is the solution. Let’s rewind back to the end of your sales presentation when the meeting is winding down. When you asked the customer what they thought and they told you that “It was a really good presentation and a nice product.” Here is what you want to reply with:
“Mr. Customer, I really appreciate it, but I kind of felt like we might have missed the mark. Is this everything that you wanted?”
OR…
“Mr. Customer, I really appreciate it, but I can’t imagine we were the only good presentation out of everything else that you have seen?”
OR….
“Mr. Customer, I really appreciate it, but you won’t hurt my feelings if you tell me that we might have missed the mark, or if you wanted something a little bit different?”
Any of the above responses/questions are like killer torpedos locked on to a sub! Use them!!! Why? Because these responses (said in a somewhat soft and doubtful tone of voice by you), give the customer the opportunity of sharing their concerns, their feelings, the truth in what is really going on in their mind about your proposed product. They most likely will reveal these thoughts to you. Your inquisitive tone of voice seemed harmless as if you wouldn’t bite if they opened up and became honest with you. Now, after you ask one of the above questions/replies, they might say something like, “Well look Bill, I liked what you showed, but we were really hoping for something a little bit stronger on this, or that, or whatever.” BINGO!!! Now you are in a strategic position to LISTEN, to UNDERSTAND, and then to address (possibly save) your deal, by addressing or proposing a follow-up step that will provide your customer with the proof and reassurance that you have specifically what it was that you missed the mark on.
To recap, use any of the above questions which were designed to instill a little bit of doubt that you as the salesperson, might have missed the mark. This is done with the goal of opening up how your customer really feels about your product. Just as important as the question itself, you must remember to use a gentle, soft, inquisitive tone that comes across as you falling short and kind of feeling bad and that you are just looking for confirmation from your customer that you may have missed the mark.
You get to the honest truth when you do this. You know exactly where you stand with your customer and with them purchasing your product. And if they were genuinely sincere and wanted to buy from you, they will tell you that they really do want you and no other! This is where your doubtful-sounding voice tone will get the customer to sell you on the fact that they do want to buy your product! Now it is up to you to close the sale, or to close on solid next steps to move the sale forward.
-Happy Selling!