Here's the June 2010 issue of Psyche-Selling TM eNewsletter, and the weather is getting hotter while we get ready for summer.
Speaking of which, since making sales visits in summer sometimes can be real challenge due to the immense heat. However, the sales person is unable to build the right rapport and win the trust of the customer during the sales visit, then there may be the double-blow of suffering in the heat AND still losing the customer.
Hence, this month's topics:
This issue's main article is on "How to Build Instant Trust & Rapport with Any Type of Customer", and the focus is on how you avoid things that make customers distrust you, as much as it is about how you win their trust.
In the meantime, here's a video that is a prelude to this month's newsletter. It's called "How to Read People Like a Book". You can also go to http://www.psychogeometrics.com/onlinetest.php to get a deeper understanding of your communication and rapport building style using Psychogeometrics®. Simply enter DMC in the coupon code by 31 Aug 2010, and you DON'T have to pay for the test.
How to Build Instant Trust & Rapport with Any Type of Customer
by c.j. Ng
Sometime Handwriting Analyst
It was a bright and sunny day as George plans to meet with this new, hot prospect. George provides financial products for expatriates in China, and his ideal customer profile will be successful senior managers with lots of disposable income and high propensity invest.
"How are you today?", George asked in as a enthusiastic tone as he possibly could have made it.
"How can I help you?", the prospect answered a question with another question, which seems to be actually mean "What do you want?".
"Well, I'd like to introduce some of our wealth management solutions for you. But first, let me briefly introduce my company." George replied, seemingly as enthusiastic as ever.
"Well, I already have your company's profile." the prospect replied.
"Oh, I'll be brief." George said, and then went on for a full 30-minute "introduction" about his company and details about each category of products they provide.
When George finished his "introduction", the prospect said as calmly as possible, "I'm sorry, but you have wasted 30 minutes telling me what I already know. I have a meeting soon, why not you email details of those products I had mentioned to you, and we can carry on from there."
"Sure! I'll send you those details as soon as I get back to my office. Now can we schedule a time to meet up next week?" George is really, really keen on this hot prospect.
"I'll be travelling next week. Send me the details first, and I will decide later." the prospect insisted.
While George did send the required information, he could not reach the prospect again. The prospect had barred George's phone number from reaching him, it seems. Till this day, George still hasn't figured out why the prospect did not buy from him. In fact, George had felt that had he been more aggressive enough, he would have gotten the deal.
Unfortunately, George, just like many other sales people before him, is dead wrong.
Out of Sync
Depending on what your conclusions are with regards to what George did wrongly and what he could have done better, from the prospect's communication and behavioural style point-of-view, George had been completely out-of-sync with the prospect. When a sales person gets out-of-sync or out-of-rapport with the customer, it may cause the customer NOT to trust the sales person.
According to a communication and behavioural profiling methodology called Psychogeometrics®, we can categorise people into 5 broad catergories:
Identifying the Right Type
As mentioned earlier, it will be a lot easier to build trust and rapport with each type of customer IF you already know what type they belong to. Apart from subjecting your customers to rigourous psychometric profiling, here are some ways you can identify what type they are within the first 30 seconds of meeting them:
Of course there are other traits that will help identify what type they belong to, such as the words they use, the tone of their voices and even their handwriting. What is important is that you don't pass judgement by just any one of the above traits they possess. As a rule of thumb, if you observe any traits, do note that:
Appealing to All Types of Customers
So if you want to get that first appointment and you haven't got a clue as to which type that customer may belong to, here's an opener that may help you appeal to all types of customers:
"Hello Mr. Hotshot, I'd like to have a short discussion with you to explore how you can maximise your savings for your retirement income. We will be glad to share with you the information we have, and will be sharing our ideas to guide you should you require us to do so. In any case, we will be pleased to get to know you better, and we hope you will be open to any possible synergies that may arise."
In this few sentences, you are communicating:
One note of caution though. Merely telling the customer the above statement and actually walking the talk by delivering your promises are totally different stories that will lead to drastically different consequences. What is underlying the building of trust and rapport with customers is the respect that they deserve.
It is also one thing to build instant trust and rapport with customers, and it is another to sustain that trust and rapport throughout the sales process and beyond. If you promised to get to know your customer and guide them to make better decisions but ended up forcing them to make buying decisions that are not in their best interests, you will lose trust. When you lose the trust, you lose the customer. On the other hand, if you sustain that trust, you shall have a profitable relationship with your customer.
Need help in building and sustaining trust and rapport with your customers? Simply e-mail firstname.lastname@example.org or call +86-136 7190 2505 or Skype: cydj001 and arrange to buy me a mocha. All information shall be kept in confidence. Feel free to check out our video on Psychogeometrics® "How to Read People Like a Book" AND go to http://www.psychogeometrics.com/onlinetest.php to get a deeper understanding of your communication and rapport building style. Simply enter DMC in the coupon code by 31 Aug 2010, and you DON'T have to pay for the test.
Power Breakfast Hour: 20 July 2010
How to Build Instant Trust & Rapport with Any Type of Customer
Join International Sales Leadership and Performance Coach c.j. Ng in this Power Breakfast Hour in Shanghai where you will find out:
VENUE: Function Room • Level 4/5 • The Longemont Shanghai • No.1116 Yan'an West Road (near Panyu Road) • 会议厅 • 上海龙之梦大酒店 • 四/五楼 • 延安西路 1116 号 （靠番禺路）
DATE: Tuesday, 20 July 2010
TIME: 08:00 a.m. - 10:00 a.m.
PRICE: RMB 200 ONLY!
To make this a more conducive discussion, we are expecting a small group of about 15 people only. The room can only take in 18, so please register early to avoid disappointments. Please e-mail your registrations to email@example.com To allow more participation from more companies, ONLY 2 registrants per company are invited. Please take the compliementary online test via http://www.psychogeometrics.com/onlinetest.php before coming. Simply enter DMC in the coupon code by 31 Aug 2010, and you DON'T have to pay for the test.
Need a Keynote Speaker for your Regional Sales Conference?
Whether you are holding a conference for your regional staff, resellers or even customers, we have the right speaker who can help you deliver the spirit of your conference, and effect positive changes to meet your goals.
The topics our speakers can speak on include:
Practical Tips for Managers:
Training on Innovation and Innovative Thinking
By c.j. Ng
I was recently asked to design a trainig programme to "improve the level of innovative thinking and innovation" among their senior management team. That got me wondering exactly what is "innovation" in the practical sense.
I made a reference at Wikipedia, where innovation can be explained as a change in the thought process for doing something or "new stuff that is made useful". In this sense, any training on innovation will need to help participants come up with "new stuff", and then make this new stuff useful.
Hence, if we want to improve innovation and innovative thinking, we will then also have to explore the causes that prevent us from being coming up with "new stuff". Some of these barriers to innovation may include:
As part of my search to see how one of the world's best minds view the innovative process, here are some quotes from Albert Einstein, that may be also shed some light on how you can be more innovative:
Hence, to propose any training programme to help your team to be more innovative, here are some elements that you may want to infuse into:
In a nutshell, developing training programmes on innovation and innovative thinking is in itself, also a very innovative process. What this means is that it may not give you your expected outcome, no matter how detailed you had planned for it.
However, one thing for sure is that you will have to be as imaginative as possible in the creation of such programmes.
If you would like to get more innovative ideas to deliver innovative training programmes, e-mail firstname.lastname@example.org or call +86-136 7190 2505 or Skype: cydj001 and arrange to buy me a mocha. All information shall be kept in confidence.
Sales... ...the lifeblood of a company, a matter of "life and death", survival or extinction. Indeed, something that needs to be studied, applied and re-modified consistently.
Psyche-Selling TM is set up so that companies and sales people can make healthy profits and STILL provide genuine solutions to customers.
Psyche-Selling TM would like to create an environment where customers can trust sales people to give them what they want, and NOT be pushed with all kinds of products and services. In return, customers will become loyal fans of these ethical and professional sales people, and repay them many fold for the long-term.
Psyche-Selling TM will not rest, until the above is achieved. Not just in China. Not just in Asia. But everywhere where buying and selling takes place.
Psyche-Selling TM is a wholly-owned brand of Directions Management Consulting Pte Ltd that specialises in the field of improving sales performance by enhancing the performance of the entire sales team. Apart from the regular "selling skills training", Psyche-Selling TM conducts pre- and post-training analysis, interviews, monitoring and reviews, working closely with managers and even senior management, to deliver real improvements in sales leadership and performance.
Hence, Psyche-Selling TM would like to be known as the preferred choice of outstanding and remarkable clients, and pride ourselves as such. We will also be continuing to assist our clients achieve greater heights in 2009 and beyond.