As a freelancer, I have learned over time that the customer connection is your strongest selling point. Therefore, a great relationship can take your career to the next level. For agents, your needs are the same as my own: you want strong, solid customer relationships that bring you sales time after time.
But that’s the issue. It’s hard to cultivate these relationships if you’re coming from the wrong standpoint. Throw away outdated sales tactics like “not taking no for an answer.” From here on out, engagement is your cornerstone.
Engagement Tactic: Communication
Take a solid partnership for instance. You won’t have a successful marriage if you don’t communicate with one another (or at least make it happily). Like any relationship, the one with your customer needs to come from a place of genuine connection.
You can build this connection through email outreach, phone calls, and even texting. Studies show that people connect faster online than ever. So, utilize the technology available to reach out to a wider audience.
This emotional attachment will keep your connection strong from typing to talking. When you chat with someone, you don’t just want to go on and on about your business. That’s boring. Engage the customer on their level by listening to them, and responding to their needs.
For example, if you’re building a customer relationship, obviously your sales pitch is going to be a topic at some point. The first point in communication is listening to them, show them you’re human too. This can be as simple as talking about a shared hobby sport, or even volunteer work.
Once you get a customer laughing or sharing a story, you collect on the most precious coin of all: emotion. Engaging in the emotional pull will almost guarantee you a sale.
Engagement Tactic: Reaction
Why do people like playing difficult games? Why did you get into sales in the first place? You wanted a reaction.
People like to be in competition because they get something back. It’s why we play sports, video games, and enter contests. The same tactic can be used in your relationships.
Don’t force your connections into one-sided conversations. You need to ask questions that require more than yes or no answers, then listen (take notes if you have to) and react. People want feedback to their own problems, just make sure your feedback is positive.
Remember, they’re answering the phone, or coming to you with a problem. You have their solution, but it can’t be dressed as a sales pitch. That’s one of the quickest way to lose someone, a fatal mistake. It doesn’t say “hello, I want to help you.” It says, “Give me your money. You’re a number to me.”
That’s the last thing anyone wants, including you.
So, to wrap up, engagement is what you’re going for. Connect to someone on a personal level, and find out exactly what problems they’re having. You already have their solution; you just need to show them that you care.
Then, react to them. Ask for feedback on how you handled their case. Show gratitude. Give them a bonus gift. Really, anything can be done here to reinforce the fact that you’re offering a service, not a price tag.
Use these simple tactics for a customer relationship, and watch your sales shoot through the ceiling.
