Psychology In Selling

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Body Language; Yours

“Who you are speaks so loudly I can’t hear what you’re saying.” I don’t remember where I heard that, but it continues to speak loudly to me. In selling there is nothing more important than the customer’s opinion and feelings about YOU! Too often I see a salesperson or customer service person (yes there is a difference) saying one thing while his or her mind is really on something else.
I’ve actually heard rude statements (commands) followed by or proceeded by the word “Sir” as if that undoes the prior or former comment.

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Make it Sincere

Never give people that “stretched lip” smile that strangers give one another when passing by at the mall. A sincere smile is obvious, it’s wide, and teeth are showing. A warm, sincere smile is welcoming, while an insincere one can be seen regardless of what you are saying.

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Listen Up

After saying something it is a good practice to be quiet and give the customer an opportunity to respond. What you want to say next is not as important as how the customer feels about what you just said. And, when the other person speaks, be sure that you are listening intently and not thinking about what you want to say next.

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Say What?

Words and how you empathize them are crucial. For example, take the sentence, “I didn’t say you stole it.” Now repeat it six times placing heavy emphasis on each of the six words in the sentence. I didn’t say you stole it.” Emphasizing “I” indicates that someone else said that you stole it. “I DIDN’T say you stole it.” Emphasizing the word “Didn’t” suggests that it wasn’t stolen. “I didn’t SAY you stole it.” This could mean that what you said was misunderstood. “I didn’t say YOU stole it.” Said that way it sounds like someone else did steal it. “I didn’t say you STOLE it.” Said this way makes the inference that you did something else with it. Maybe you just borrowed it. “I didn’t say you stole IT.” Now you were saying that perhaps it was something else you said was stolen. Try this little exercise a few times to see the value of word emphasis.

These are all little things that make a big difference when a salesperson talks to a customer. Sadly customers are a bit leery of salespeople because of their past experiences. Go out of your way to make certain that this selling experience is a positive one.

5 Responses to “Psychology In Selling”

  1. Abdul Moghrabi Says:

    In our manager’s meeting yesterday, I brought up the issue of reading the ever so imperciptible body language- facial expressions, reactions to what’s been said, pitch of voice , tone, and all the subtle yet discernible cues and clues that customers delineate as they communicate their message. We altered our delivery policy to accommodate the responses we received from customers and sales indicators, based primarily on body language and what is comprised in the science of physiognomy.

  2. Bill Wallace Says:

    Aoccdrnig to a rscheearch at Cmabrigde Uinervtisy, it deosn’t mttaer in waht oredr the ltteers in a wrod are, the olny iprmoetnt tihng is taht the frist and lsat ltteer be at the rghit pclae. The rset can be a total mses and you can sitll raed it wouthit porbelm. Tihs is bcuseae the huamn mnid deos not raed ervey lteter by istlef, but the wrod as a wlohe. Pettry amzanig huh?

  3. Abdul Moghrabi Says:

    Precision in communication is a key along with everything else. One has to sound convinced and convincing and keep the flow of information in simple, small bits sizes phrases. The facts are unequivocally crisp. This should be at the core of the dialogue during the creation of the sales.

  4. Alice Martin Says:

    And what about those restaurant servers and retail salespeople who walk past you saying, “I’ll be right with you” without even looking at you? What’s with that? What are they really saying?

  5. vidsolve Says:

    if a salesperson is actually trying to make my life better, or trying to solve a problem or sincerely address a need i have, then i am buying because then he is engaged in actually selling.

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