Part 8: Controlling Customer Psychology: Psychological Effects Salespeople Should Know
Success is not something that happens to you;
it’s something that happens
because of you and because of the actions you take. ― Grant Cardone
In the sales process, customers buy goods not only to satisfy their physical needs,
but also to satisfy them spiritually.
Understanding the following psychological effects will help you delight customers,
make them buy from you.
66: Focus effect: Remember the customer’s identity well
Psychologists say that when hearing someone call their name,
each person’s psyche will produce a kind of happiness and satisfaction.
In sales, employees can use this tool to dissipate anxiety,
as well as calm the antagonism between two parties;
and prove to your guests that you are different from the rest.
This not only helps build social relationships,
but also has the effect of expanding sales.
To be able to remember a large number of customer names,
write down people’s names with their characteristics,
interests, strengths, birthdays on the back of their business cards.
Moreover, repeating a person’s name over
and over again has the effect of enhancing memory.
Remembering the customer’s name is one of the golden rules in sales.
The fact that you remember the customer’s name will make them have a good impression,
happy satisfaction and easier to accept your product.
Refer to the most useful practical experience to remember customer names.
67: Using emotions to negotiate with customers
A smile is a curve that sets everything straight. — Phyllis Diller
Everyone hesitates before a cold customer,
does not actively communicate.
In life, difficulties are like enemies,
the more you fear, the more trouble you will get;
Only courage can remove difficulties to step to success.
The relationship between the seller
and the buyer must be built on the spirit of mutual benefit,
towards long-term development.
During the negotiation process,
the salesperson needs to show understanding
and respect for the customer to make the deal successful soon.
Joe Girard is one of the famous salesman in America.
One day, a middle-aged woman walked in
and said she wanted to buy a white Ford.
She also said, “Today is my birthday,
I hope to buy that car to give myself a present.”
“Happy birthday to you, madam!”
Girard invited a customer to visit the car showroom.
Let the customer see the model for themselves, then go out,
then come back and say to her,
“Ma’am, your favorite color is white,
so I would like to introduce our new model,
hope you will enjoy it. prefer.
At that moment, a female employee walked in,
holding a bouquet of flowers for the guest and said: “Happy birthday to you!”
The guest was amazed and moved. “You guys are so thoughtful!”
She said chokingly: “I have never met any salespeople who care about customers like here.
Actually, I don’t necessarily have to buy Ford cars,
your Chevrolet is also very good.”
After that, the customer happily signed a contract to buy the car at Joe Girard’s shop.
In sales, the emotional strategy is considered the starting point for successful trading.
Their advantage is to increase two-way understanding
through interactions between customers and sellers.
A sincere and dedicated service attitude will make customers feel touched
and melt their coldness.
Currently on the market,
all products have similar designs and quality,
so customer service is becoming more and more important in business.
It becomes the first issue that concerns customers when comparing products.
making them appreciate the product depends greatly on
whether you give them a sincere service attitude or not.
68: Attacking customers’ fear of being wrong
When you are taking massive action,
you aren’t thinking in terms of how many hours you work. ― Grant Cardone
As a salesperson, you need to put yourself in the shoes of the customer,
think for them, thereby stimulating shopping needs to bring the highest efficiency.
We often say “When you have it, you don’t know how to appreciate it,
when you lose it, you will find it precious.” That is the feeling of lack.
The less the chance to achieve something,
the more its value becomes apparent.
A psychologist selected 5 people to participate in one of his experiments
and chatted with each one in person.
During the conversation,
the psychologist also arranged for someone to make a phone call to the test participant.
The results showed that,
although the participants did not know who the caller was,
they still interrupted the conversation with the psychologist to answer the phone.
Even if the phone call is not important,
the content of the conversation is not as special as the story with the psychologist,
but if the phone comes in, they continue to receive it.
The phone call is clearly more attractive than the psychologist’s conversation,
because according to common psychology,
if they don’t pick up the phone,
they will no longer have the opportunity to know immediately who is calling them.
This experiment shows that the ability to lose something has a sizable effect on our behavior.
Therefore, if you want the other person to accept an idea or follow your request,
warn him about damages if not obeyed;
This is also useful in persuasion.
When sellers use a “limited quantity” strategy, for example,
“these products are limited in quantity and are in high demand,”
it helps to drive the customer shopping process.
When employees discover that customers are interested in the product,
don’t forget to remind them,
“This is our company’s new product,
and this set will be the last one.
If you don’t buy it this time, you will definitely regret it.”
The less the opportunity to own the product,
the more important it is to the customer.
As a salesperson,
what you need to do is stimulate the shopping needs of customers
so that they can consume your products.
69: People are more important than products
Never take advice from a quitter or a pretender. ― Grant Cardone
Sales staff should not only focus on selling,
but think about the interests of customers,
help them choose products to get the right products to gradually gain customers’ trust.
In fact, successful salespeople will rely on the data
they have gathered about their customers to communicate effectively.
Moreover, the most important factor is attitude:
For salespeople, high or low sales performance depends mainly on the attitude derived from human life.
Salespeople should actively serve with the most dedication and enthusiasm regardless of customers,
and at the same time enhance proper communication
between the two parties to quickly achieve success.
Salespeople should create an elite “personal brand”.
Personal branding is the best way to bring in loyal customers.
Before the sale, sell your brand.
Because in fact, only when you are recognized by customers,
you will have a purchase decision from customers.
In addition, you should expand your network of relationships.
Not only will this help you build long-term relationships,
but it will also help you leverage word-of-mouth referrals from past customers to attract more potential customers.
Sales is a very meticulous job.
It is not simply a transaction between a seller and a buyer;
but also need you to invest time in customer service;
Use your sincerity and personality to appeal to them.
There are customers who choose your products not
because they are better than others,
but because you know how to organize their work better than others,
making them more comfortable and comfortable.
70: Changing mindset to attract customers
Remove negativity from your environment. ― Grant Cardone
We often split apples often have a habit of vertical chopping.
So what if we cut sideways?
It can be a fresh experiment with unusual thinking.
Things that go against common sense can be considered the foundation of creativity,
and at the same time create the premise of development.
When you review your working time,
the ways you handle your work,
the things you’ve completed,
you’ll find that it is influenced by a lot of ruts.
Therefore, when facing customers,
sales staff should improvise, change, create regularly,
constantly exploit potential customers,
through the market to seize business opportunities endlessly,
thereby catching up with market opportunities.
Today, many markets have been “occupied”,
so traditional ways of doing things are no longer suitable for current needs,
especially with today’s complex and diverse market supply.
The previous form of seller-centric buying
and selling has led to a lack of understanding of the customer,
As a salesperson, you need an innovative mindset.
No matter in work or life, if you encounter difficulties,
try to change the perspective of the problem in a positive way.
To become a successful salesperson,
you must always believe in your own choices, be creative,
because only constant learning and creativity can break bad habits;
Break the way of thinking and apply positive strategies that bring glorious victory.
Selling is an art. We are often attracted to thinking that goes against the rules.
If you know how to apply those new thoughts to the sales process,
attracting customers is not difficult.
71: Standing from the customer’s perspective to see the problem
Remember, to create wealth,
you can’t just score once,
you must be able to repeat it. ― Grant Cardone
Sometimes customers themselves don’t know what problems they face and how to solve them.
Therefore, sales staff must stand on the customer’s stand to consider
and help them come up with optimal solutions.
When selling, many employees have the principle of “taking benefits as a goal”.
They either introduce customers to buy low-quality products at high prices,
or after the sale, immediately wash their hands.
If the customer has a problem while using the product,
they don’t care either. Such actions only bring immediate benefits.
Therefore, if the salesperson can solve the customer’s problem like his own,
the trust between the two parties will be significantly improved,
the business will be longer.
The most pragmatic way is to come up with a plan
that can increase the value of the product
and reduce the cost payment amount.
Once you trust you, your customers are more likely to become loyal customers.
The relationship between the seller and the buyer is a win-win relationship,
so the seller needs to treat the buyer properly,
don’t calculate too much, but think further to make the relationship between the two parties.
As a result, customers are comfortable and willing to cooperate with you for a long time.
When communicating with customers,
avoid lecturing, raising your voice or teaching them,
what you need to do is serve and help them solve difficult problems.
Only when customers pay attention to your sincere service attitude,
they will gladly receive you.
Salespeople should stand on the customer’s side to think,
and come up with useful solutions.
Only then will new customers trust you,
thereby accepting your products.
72: Using affection to retain old customers
Look for problems on this planet you can help with and go help. ― Grant Cardone
In fact, attracting new customers is difficult,
but retaining old customers is even harder.
Customer satisfaction is built on their expectations.
The level of high or low expectations determines the level of satisfaction more or less.
The lower the level of expectation,
the easier the customer is to be satisfied.
Therefore, lowering customer expectations is also a way to improve their satisfaction.
To achieve this, don’t over-promise.
For example, if an employee can deliver in two hours,
say the customer will receive it in three hours.
With this trick, guest expectations will be lowered to your level of service;
and in case your service exceeds your customer’s expectations,
they will be very satisfied.
From feedback from past customers,
the company can see how much they love the product,
then change the action strategy to help the company figure out
how to improve the product.
Moreover, sales staff also need to spend a certain amount of time interacting with customers,
in order to understand more about their needs.
In addition, you need to promptly deal with customer complaints.
There are those who think that customers
who do not complain are considered to be perfect products and services.
But in fact, many times customers do not complain
because they want to reduce the back and forth
between the two parties, do not want to cause more trouble.
If they voice their concerns,
they want the problem to be completely resolved;
Therefore, loyal customers often complain more than others.
If you are not able to solve the problem,
actively seek other sources to help them solve the problem.
React quickly to the opinions given by customers,
at least quickly express the will to solve the problem.
The longer you go on,
the more you will only make them feel unworthy,
increasing their level of dissatisfaction.
Keeping an existing customer is much easier than finding a new one.
Therefore, you should build and strengthen customer loyalty with your honesty,
sincerity to help them solve their dilemmas.
The greatest self is a peaceful smile,
that always sees the world smiling back. – Bryant H. McGill