This is one of my personal favorites...
This is just another iteration of the timeless classic,
"Were just looking."
This post is to give you ways to handle this,
should the customer throw it right at you,
shortly after meeting them.
It is a defense mechanism, an immediate put off line.
They are just trying you on for size.
This little shot over the bow,
is to let you know a few items.
First
"Mr. / Mrs. Salesperson; you're not in charge here, we are."
"You're not selling us anything today."
Second
"Mr. / Mrs. Salesperson, if you want to earn my business,
don't push me."
Third
"Mr. / Mrs. Salesperson, there's no need to go to far here, I've got other companies I'm speaking with."
"Just let me know what you can do."
Mentally; this is what they are telling themselves.
Hell, they may even verbalize these statements.
HOWEVER,
WHAT THEY ARE
REALLY TELLING YOU IS:
IF I LIKE THE DEAL, I'M IN.
Do not ever become confrontational here,
with stupid "in your face lines" like
"Well Mr. Customer, why are you even here then today?"
or
"Since your not going to get anything today, take a look around.
If you see something you like, holler over to me,
and I'll get you the information."
I have seen people do this, far too many times.
Would you buy anything from someone,
who had an attitude like that?
ONCE AGAIN,
FOR THOSE HARD OF HEARING.
WHAT THEY ARE
REALLY TELLING YOU IS;
IF I LIKE THE DEAL, I'M IN.
Stop and Relax, you have a buyer here.
This is just a smokescreen.
You need to compose yourself, and handle this immediately.
Right here and now, you need to
CONFIRM, AGREE, AND DIFFUSE this prospect.
They just need to have a level of assuredness, that you are going to be the right person to sell them what they need.
It is incumbent for you to show them why.
All of those mental lines they have in their head right now,
are for one reason, they want to feel like the boss.
So let them feel that way.
You still are the one who is in control of the presentation.
You are the one who should readily see, that if this person is provided with a great product and great reason to purchase,
they will do business with you.
Selling is a people business.
I have said many times, you need to know your product;
however, this is only 10% of the game.
90% of the game is reading people and making friends.
ALL TRUE MASTER CLOSERS WILL
UTILIZE THIS TO THEIR ADVANTAGE,
ON EVERY SINGLE PRESENTATION.
These people are with you,
right here right now, for a reason.
Get that through your head.
You need to put on an amazing show.
One that's worth paying for.
If you don't, the next person they talk to
is going to earn your commission.
I have seen far too many salespeople throughout the years, literally give up on their presentation, when this bullet gets shot from the customers smokescreen rifle.
They just told you that they are a buyer, Right?
So let's put on our smile, and let's give them a show.
One they really want to pay for.
Let's get after it....
For this exercise, let's use an Automotive Salesperson.
Customer pulls on the lot...
Salesperson:
"Hi I'm Joe Mastercloser, welcome to Master's motors."
"How may I be of service to you today?"
Customer:
"We're thinking about getting another car"
Salesperson:
"Well you definitely came to the right place, by the way,
what's your guys names?"
Customer:
"Mike and Wendy Customer."
Salesperson:
"Mike and Wendy, Nice to meet you guys,
who's the little guy sitting back there?"
Customer:
"That's Mike Jr"
Salesperson:
"Hey there Mike." "Now how old would you be?"
Customer:
"He's 3"
Salesperson:
"You guys have a great looking family, I remember when my son was that age." "Cherish it. It goes by really fast." "Hey Mike, I couldn't help but notice when you guys pulled in, you have a bumper sticker that says SEMPER FI."
"How long were in the Service?"
Customer:
"I was in for 10 years."
Salesperson:
"You have no idea how much I appreciate your service." "I want to shake your hand, and say thank you." "It means everything to me." "Without people like you, serving our country, we got nothing." "Once again thank you, I sincerely appreciate it."
Customer:
"You're welcome"
Salesperson:
"Mike and Wendy, I want to make sure that I am going to be able to suit exactly the kind of car that you guys are looking for." "Would you mind telling me, what are the 2 most important things you want to have in your new car?"
GET READY, HERE IT COMES....
Customer:
"Joe, what we are looking for is a car that will suit our expanding family." "We are expecting another baby soon,
so we are looking at a minivan or a sport utility vehicle."
"You seem like a nice enough guy; so Joe, I just want to shoot you straight, right out of the gate."
"We have a policy, we always get 3 quotes, so were not buying anything here with you today, were just looking around."
"So I'm asking you nicely upfront,
please don't get pushy here with us."
"If you do; were outta' here, you ok with that?"
CALM YOURSELF,
GET ZEN LIKE
AND REMEMBER....
CONFIRM, AGREE, AND DIFFUSE.
Salesperson:
"Mike, thank you for telling me that "UP FRONT."
(CONFIRM)
"This kind of takes the pressure of both you and me."
"This way, I can just take my salesperson's hat off. "
(AGREE)
"Let me just find out exactly what you and Wendy are looking for; let's see what's available, and if you guys see something that fits what you guys need, we can go from there..."
"No pressure." "Does that work for you guys?"
(DIFFUSE)
Customer:
"No pressure?"
Salesperson
"Not from me."
"Let's just see first how we can serve you best."
"Cool with you?"
Note: Salesperson should at this point,
extend their hand as a gesture of friendship.
Customer
"Cool."
Salesperson:
"What again are the 2 main things you guys absolutely must have in the new car you want to purchase?
Customer:
"It's gotta have seating for 4 including the car seats for the kids, and it has to get better gas mileage."
Salesperson:
"Got it."
"So how long have you guys been thinking about doing this?"
(Calmly and slowly with sincerity)
Customer:
"For about 3 months now."
Salesperson:
"So what made you guys decide
to start looking for a vehicle today?"
(Calmly and slowly with sincerity)
Customer:
"Wendy just wants this done before, the "new one gets here."
Salesperson:
"Let's see what we have that fits what she wants."
"I'm assuming that she will be the one driving it the most, right?"
Customer:
"Yeah, it's for her mainly."
Salesperson:
"Ok"
"By the way, thanks again for telling me that up front."
"It takes the pressure off the both of us."
" I work better this way."
Customer:
"Me too, whatcha got for us?"
NOW HOW FREAKIN HARD WAS THAT?
IT'S NOT!!!
The salesperson, not at one time became confrontational. The salesperson was completely poised and relaxed. By acting this way, the customer also became relaxed, and a new friendship has now begun.
Most importantly, the salesperson
kept the sale moving forward. Get it?
The salesperson immediately,
needs to go right back to the point
where they left off in their presentation.
The situation has now been diffused respectfully.
With no confrontation whatsoever.
The customer felt heard,
and the salesperson didn't ignore him.
The salesperson can now get back to the task at hand.
Which is Selling this customer what they want and need.
The salesperson, in the customer's eyes
has just become an ally.
If roles were reversed,
how would you want to be treated? Think about it.
Be their guide, be their advocate, be their friend....
I cannot say it enough.
Remember:
People buy from people they like.
So you need to be
their friend and ally immediately.
Etch this on the forefront of your brain.
Da Bear