6 psychological chips in sales that will help you reach a new level
As soon as you start making calls, online sales, etc., you need to prepare well, given the fact that sales have become more difficult and additional resources are now required to increase their effectiveness (more on this below).
I would like to share some unusual sales tips in this article.
Some of the ideas were taken from the Science of People research lab. The guys give a lot of tips to sellers based on their research. They study the psychology and behavior of users.
Previously, we have already been told that in the final stages of buying online is exacerbated sense of risk among users, so you need to take the initiative in their own hands and their own conduct of such users to purchase.
How to sell to potential customers, taking into account the behavioral and psychological characteristics of people:
Step 1: come up with a chip on contact
Always start your conversation with some kind of chip. One study was once done on how to increase the number of tips for waiters. The result was unexpected: all that was needed was to start serving the client using positive comments. When the guest entered the restaurant, the waiter wished him good morning and gave a weather forecast for the day, naturally positive. There were 27% more tips!
This is an example of working with a user offline, but on the Internet this is already a little different. Users value their time, therefore they pay attention only to the most relevant information. When you already with 100% certainty know what the user is interested in, then start the conversation as it should.
See how it looks in Carrot Quest, which collects information about each visitor on the site (an example of one of the tour operators) and gives key tools for communicating with users (chat, email newsletters, pop-ups, calls): The
manager saw what the user was interested in and made a specific proposal (highlighted in the screenshot red). This approach is relevant for all tools (call, chat, letter).
If suddenly the user called you, the service will also record this in his card. You will find out his phone number and you can always call back with a specific offer (the one that really interests him).
Step 2: Never Criticize Your Competitors
The biggest mistake is to criticize your competitor.
Suppose, if you say that your competitor’s product is of low quality and cannot be relied on, then your potential client will unconsciously think that you came to them with a poor-quality product and you yourself are irresponsible, although they realize that you’re talking about its competitor.
That is why it is worth remembering: prepare in advance your advantages in relation to each competitor, but do not speak badly about the competitor in any of them (even if this is really so).
Step 3: Use Positive Labels
When you call someone smart or good, a person subconsciously tries to start matching these labels. One Science of People study on donations says the following: a group of people was told that their level of donation is the highest among all the others, but in fact these people donated quite average amounts of money. After some time, they began to sacrifice even more.
When you communicate with a client or a potential client, let him know that you consider him a great customer, however, do not overdo it. The option “You are one of our best customers” or “Working with you is a pleasure” will work perfectly. Thus, the client associates himself with his idea of the best client and subconsciously begins to act like this.
But constantly saying standard phrases is not the most effective solution. It is worth knowing the user better. To do this, in Carrot Quest, we automatically receive user contacts in the social. networks (highlighted in red in the screenshot). You can look at the client profile and build your dialogue based on this.
With social it is not connected with phishing in any way since We only receive social network contacts if the user has left their email - we consider this approach to be the only right one and we ourselves oppose any fraudulent schemes (such as social phishing).
Step 4: Do Not Forget The Agenda And Give The Customer A Feel Of Control
When calling or chatting, managers should always mention the agenda and find out the client’s opinion about it. Thus, they give customers a sense of control, the client feels more comfortable in this case. For example, you can say, “I'm glad I got in touch today. Let's discuss topic 1. What do you say? ”
In this case, you need to keep the entire history of correspondence with the user in one place (it does not matter, email, call, chat or something else). Therefore, at Carrot Quest, we have combined key communication tools. The entire history of communication on them is available in the user’s card (any of the managers are always aware of which “the client has already passed”)
Step 5: Show Your Uniqueness
The customer must feel in the seller energy and passion for the product. Infect the client with your fever. It is for this reason that sellers usually sit all together, rather than everyone sitting in a separate conference room.
Find the benefits of your product that make you crazy. Use them constantly, energize yourself and share it with customers.
Step 6: Highlight Important Intonation
In addition, focus on intonation when making a phone call or on punctuation and signs when writing - this gives an excellent effect. Especially when you leave a voice message or just send an email. Highlighting the right words, you kind of varnish your speech, drawing the attention of the client to the right topics. You become more and more convincing.
With pleasure, the team Carrot Quest - a service that collects key information about each visitor to your site and helps to lead him to purchase, both manually and automatically.
Some of the information has been translated from the blog Science of People and HubSpot.
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