Telesalestips for the week 19-07-99

Speaking the Customer Language

Every one of us has a unique mind, that gives us a clear image of how we
think, act, and make decisions. But you don't know how a customer
thinks, how his mental map looks like and whether he understands, or get
the message of what you are communicating.When you begin to understand
your customer's mind you will know how to communicate the correct
message. And when you communicate the correct information your customer
understands exactly what you are saying, and when he understands the
meaning of your words, he develops more rapport with you and then he
starts trusting you.

As we all know building rapport is the first step in selling. You
establish a connection with the customer where you are both open to
influence. Your aim is to identify what the customer wants and what is
important to him because you are looking to match his needs. For that
you need to know what and how the customer thinks. What people think is
locked away in people's heads. But as we listen to customer's words it
will tell you not only what he thinks but how he thinks. And when you
know how he thinks, you can explain and discuss his need and your
products in the way he is most likely to understand.

Richard Bandler and John Grinder the founders of Neuro Linguistic
Programming discovered that Your Customers fit into one of the three
basic groups:
1.Visuals
2.Auditories
3.Kinesthetics

Those people who are visuals see the World.
Those people who are Auditories Hear it.
Those people who are Kinesthetics feel it.

Visuals

Customers who understand more from what they see than from what they
hear of feel.These people like colourful brochures or pictures etc.
Visuals take your words and translate them into pictures. If you use
words that prevents them from making pictures you will lose rapport and
they will not buy. So make sure you use words that can help them to make
pictures.
eg.I see what you mean.
   It is so colourful.
   It is quite appealing.
   It looks good.


Auditories

These people buys not because what they see or feel but because of how
you talk about your products or ideas. They listen more closely to how
you say things than to what you actually say. Auditories are interested
in your voice inflection, pace, pitch, tone etc.These customer buy more
quickly over the telephone than they will face to face.

Eg.That rings a bell.
   I hear what you're saying.
   I can't hear myself think.

Kinesthetics

These customers buy because of a visceral feeling.They form a deep
emotion about you. They want to touch and feel your ideas.They can have
deep emotions while they are having a conversation with you.
Eg.I'll be in touch with you.
   Hold on a second.
   I can't put my finger on it.

People who are thinking in pictures will use words such as
'See', 'Look', 'Vision', 'Scene.

People who are thinking in sounds or hearing an internal voice will use
words like 'Say', 'Tell', 'Questions', 'Speak'.They use phrases like I hear
you loud and clear.

People who think  using feelings will use words like
'Touch', 'More', 'Grasp', 'Feel', 'Solid',
He uses phrase like He is a cool customer.It is a fascinating
experience.

Visuals make up approximately 35% of the customer, Auditories make up to
25% of your customers, and Kinesthetics make up 40% of your prospective
customers.


Sales Thought of the week

I am not afraid of tomorrow for I have seen yesterday and I love today.
William Allen White.

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