Customer Focused Selling--Details

Mirroring

One basic technique is called mirroring.  If you mirror the same tone of voice, the same style of talking and the same body posture as the customer, a bond will develop between the customer and the sales person.  If the customer uses a slow deliberate style of talking and you use the same style of talking, a bond is created. 

If the customer crosses their arms in a “ show me style”, and you mirror the same posture, a bond is created.  The bond may be unspoken, but the customer begins to feel you are just like them and understand them.  Non-verbal communications is more powerful than verbal rapport.

The approach of mirroring, using tonal qualities with the voice and non-verbal physical movements, has been studied in depth.  The results have been amazing.  In these testing situations, strangers who have mirrored with each other, will make statements like, “I don’t know what it is, but I feel like I have known the other person all of my life.”  They have found somebody like themselves!

Think of situations where non-verbal communications clash.  The customer comes into the store and speaks in a fast paced, hurried manner.  He moves quickly from rack to rack of samples.  If you approach this person with a slow deliberate style, moving slowly, a tension is created.  The customer is uneasy and you are uneasy.  A common bond is not built.

If you want to test this out in a non-selling situation, the next time you meet a relative stranger, mirror the tone of their voice, the pace at which they speak and mirror their physical posturing.  Stick with it for five minutes and you find you have established a bond.  It’s a beautiful lesson in non-verbal communications.

The first minutes with the customer can give you many rapport-building insights. You need to look for non-verbal clues from the customer. This is the most effective way to you build rapport with the customer.

In rapport building, you need to match the customer buying and communication style. You need to match this style throughout the selling process.  Act differently with each customer so you can help build the rapport that is needed.  Verbal rapport is good. Non-verbal rapport is better. 

Remember, customers like to buy from people like themselves.

To be continued…Your comments are welcomed

Comments

[Tucker Johnson]

Customer-Focused Selling is a very effective way to not only sell your products and services, but to also create customers for life and gain referrals. If you are interested in learning a Customer-Focused Selling technique through targeted training, take a look at:
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The training can help to increase sales, leverage relationships and create consistency within your sales force. It is important to invest in your people!