A potential customer is a buyer trying to solve a problem and achieve an outcome. Your job, as a brand, is to create a great customer experience for them while you assist them in understanding how you can serve their needs and help them achieve their goal. This requires that you show up powerfully present, open and able to engage with them and deliver the value of helping them make their decision. This takes constructive conversation skills that build positive relationships that can serve and endure. Let’s talk about making a connection with your potential customer and engaging in a meaningful way. There is a good reason for doing this. They want to buy a product or service and you have one to sell, so you already have a common goal. The conversation has real, strategic intent. Start by giving them your full attention. They are about to provide you with all the information you need to close the deal. Just listen. It makes them feel more important, so they associate you and your brand with a boost to their self esteem. And we know that people buy brands that make them feel good. By the way, all that multitasking people do while someone else is speaking… talking on the phone, checking email, keeping track of social media and working on a reply or objection… don’t. It’ll cause you to function below your maximum. You’ll make yourself look bad. Once you’ve listened carefully, actively… say “yes!” “Yes” is an important acknowledgement. It doesn’t necessarily mean that you agree 100% with what you’ve just been told. Instead, it’s a sign of respect and an affirmation that you acknowledge what they bring to the table at the moment. Say “yes” because it makes you more likeable. No matter how jaded and cynical we are, no-one is immune to the power of “yes”. Just the word perks us up a fraction, makes us a little more open to new ideas. Research shows that hearing the word “yes” causes our brain to release oxytocin, the bonding hormone. Literally. Use the word “and” as a way to introduce your own information and ideas into the conversation. Whatever comes after you say “and” is your way of steering them towards their desire. Use “and” instead of “but”, because “but” sets up a feeling of criticism and conflict between personalities. You can still disagree about details, just find a way to do it without resorting to saying “no, but”. Think of the word “but” as a road block that stops the conversation dead. The word “and” is like leading someone down an alternative road. They follow you, trust your guidance and end up at the solution that’s mutually satisfying. In short, here are the 3 steps: Step 1: Identify any stresses: External factors such as Politics, economy or change Internal stress such as being out of your comfort zone or fear of being wrong Step 2: Connect and engage: Breathe deeply and step into your “host” body Be curious, and be in a “possibility” state Choose “Yes!”, acknowledge, respect and be tactical “And…” add your piece, serve with value Step 3: Build relationships Pay attention Be open to surprise Keep belly breathing Suspend judgement Show your genuine interest Now you’re working together towards that common goal. Buying and selling. I look forward to connecting! Al Al Prodgers is the co-founder and a coach at the Dynamic Voice Company . Here he coaches the tools and skillset to connect and engage with your customers and build meaningful, trusting relationships.
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3 Simple Steps to Build Positive, Trusting Relationships with your Customers

18 June 2019
A potential customer is a buyer trying to solve a problem and achieve an outcome. Your job, as a brand, is to create a great customer experience for them while you assist them in understanding how you can serve their needs and help them achieve their goal. This requires that you show up powerfully present, open and able to engage with them and deliver the value of helping them make their decision. This takes constructive conversation skills that build positive relationships that can serve and endure. Let’s talk about making a connection with your potential customer and engaging in a meaningful way. There is a good reason for doing this. They want to buy a product or service and you have one to sell, so you already have a common goal. The conversation has real, strategic intent. Start by giving them your full attention. They are about to provide you with all the information you need to close the deal. Just listen. It makes them feel more important, so they associate you and your brand with a boost to their self esteem. And we know that people buy brands that make them feel good. By the way, all that multitasking people do while someone else is speaking… talking on the phone, checking email, keeping track of social media and working on a reply or objection… don’t. It’ll cause you to function below your maximum. You’ll make yourself look bad. Once you’ve listened carefully, actively… say “yes!” “Yes” is an important acknowledgement. It doesn’t necessarily mean that you agree 100% with what you’ve just been told. Instead, it’s a sign of respect and an affirmation that you acknowledge what they bring to the table at the moment. Say “yes” because it makes you more likeable. No matter how jaded and cynical we are, no-one is immune to the power of “yes”. Just the word perks us up a fraction, makes us a little more open to new ideas. Research shows that hearing the word “yes” causes our brain to release oxytocin, the bonding hormone. Literally. Use the word “and” as a way to introduce your own information and ideas into the conversation. Whatever comes after you say “and” is your way of steering them towards their desire. Use “and” instead of “but”, because “but” sets up a feeling of criticism and conflict between personalities. You can still disagree about details, just find a way to do it without resorting to saying “no, but”. Think of the word “but” as a road block that stops the conversation dead. The word “and” is like leading someone down an alternative road. They follow you, trust your guidance and end up at the solution that’s mutually satisfying. In short, here are the 3 steps: Step 1: Identify any stresses: External factors such as Politics, economy or change Internal stress such as being out of your comfort zone or fear of being wrong Step 2: Connect and engage: Breathe deeply and step into your “host” body Be curious, and be in a “possibility” state Choose “Yes!”, acknowledge, respect and be tactical “And…” add your piece, serve with value Step 3: Build relationships Pay attention Be open to surprise Keep belly breathing Suspend judgement Show your genuine interest Now you’re working together towards that common goal. Buying and selling. I look forward to connecting! Al Al Prodgers is the co-founder and a coach at the Dynamic Voice Company . Here he coaches the tools and skillset to connect and engage with your customers and build meaningful, trusting relationships.
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3 Simple Steps to Build Positive,

Trusting Relationships with your

Customers

18 June 2019