The most powerful communication tools in the world are available to you today but I am ready to bet hardly anyone uses them in the right sequence to close a deal? Most people look at text chat as a social feature to send a quick message to a friend, family or colleagues and at best it’s used to share a URL. At the enterprise level it is used by call center people either in a tech support capacity or to answer questions that random people visiting a website might have.
What you may not realize is that text chat is a very powerful sales probing tool. It’s an ice breaker to start a relationship. Which means using this platform you need to be ready to “assess” your visitors needs and wants in under 2 minutes. Don’t make the mistake of trying to sell on chat. It won’t work and as a matter of fact it might backfire and burn bridges not to mention your brand.
To use text chat effectively is to move the relationship to the next level which is either a face to face conversation over video conferencing or voice chat (over telephone or skype). Let’s not forget that people still want to hear a human voice on the other end of a conversation who can give them reassurances and a personal guarantee.
Mastering the art of online communication
The art of going from text chat to a phone call or video call over skype or voice messaging over whatsapp comes down to these simple steps and how you execute them will determine your rate of success, online.
Think CONVERSION, first.
We all know that conversion is KEY. The end goal for you is to convert browsers into first time buyers, existing buyers into repeat buyers, and repeat buyers into disciples who will share your AIO address and products and services to their network through the incentives you offer (we talked about this in the previous section).
So how do you get to the point of conversion. The short answer is “you ask” for “permission” to explain the value of your offering and during this time you DON’T SELL, you walk them to a point in the conversation where they end up AGREEING with you.
Once a person agrees with you, they will buy period. It’s human psychology. Research shows that 95% of people who agree with you will end up buying whatever it is you are selling to them that’s within their “buying boundaries” and that the product or service “serves a need”.
If you don’t believe me ask yourself this questions, why do you like a particular musician, politician, football player, or motivation speaker over another? The answer is because you agree with their behavior, tonality, style, aura and points of view which are closer to yours. Why do you listen to one news channel over another, because you agree with the way they tell the news that is more in tune with your belief system and outlook of the world. Why do you feel more compassionate towards one NGO over another, because you are more sympathetic to that cause, and so on.
Getting people to agree with you is one of the fastest ways to take out uncertainty and changing peoples limiting beliefs of wanting a product or service. In doing so you short circuit the mental desire for someone to say NO, Don’t need it, don’t want it, I changed my mind .. etc.
The goal is not to SELL, but to get people to agree with you and let them BUY into your outlook.
People who agree with you end up taking your side and that’s when conversation happens.
WON’T BUY —– Disagree with you —– STARTING POINT —– Agree with you —— BUY
Let’s use an example to see how the steps work and what you need to be conscience of when communicating with a prospective buyer. Let’s say you are a painter an artist and you have someone on a call. Here is what you need to do?
How to get people to agree with you (by controlling the call)
1. Build instant rapport & capture attention by being appreciative.
“I’m really excited to be speaking with you about your interest in art and thank you for giving me your valuable time to start this conversation.” (Enthusiastic about their appreciation for art)
2. Identify Interest. There is an immediate need “identify it FIRST”.
“Paintings are very subjective wouldn’t you agree. They touch peoples hearts and minds differently so can you tell me a little about the style of art you are looking for, for what purpose, and where would the artwork in question be positioned? Is that ok with you as our starting point?” (demonstrate confidence and knowledge in subject matter)
3. Identify the boundaries of agreement to “Buy”. It could be cost based, could be values oriented, it could be time driven. Listen well, answer questions and stay within the boundaries (the comfort zone) of BUYING in order to close deal. This part is all about needs assessment.
“So am I correct in understanding that you are looking for a 2 meter by 3-meter oil painting for your office with an image of two people on a sail boat riding on calm waters. You want to send the message of stability, experience and a steady hand in leadership. And you would like to have it delivered to you in 10 days with a budget of 5000 dollars or 15 days?
4. Highlight the Benefits (in this case the NEED is recognition)
“So the benefits of this painting is not only decorative but it also has a brand value in that while people are sitting in your office they can relate the painting to your strength and business leadership, it can also be a great talking point that can segway into a sales pitch for you, is that a fair statement?
5. Offer statistics with anecdotes (paint a picture that connects with ROI)
“Did you know that visual marketing such as the use of paintings with subliminal messages increase business prospects by up to 75%”. That’s why for example the White house is filled with paintings of powerful figures so foreign dignitaries would know who the leader of the free world is as they approach the oval office. It conveys strength and impact and that’s the kind of art you want, right?
6. Incentivize and get commitment with reasonability.
“If we are in agreement can I kindly ask you to click on the buy button on my AIO products and service page so I can start the process by sending you a design draft within 24 hours as a starting point and instead of 10 days I will deliver the painting to you within 8 days? Is that ok with you (does that sound reasonable to you)?
7. Go all in – Build TRUST & confidence with enthusiasm
“I’m 100 percent committed to what you need for your office and I will make sure this painting will impress you and the people coming to your office. Thank you for your trust and confidence”.
DON’T FORCE A SALE, DON’T PUSH FOR A SALE, AND DON’T SOUND DESPERATE FOR A SALE.
Get people to agree that what you are offering “increases their gains” and “reduces their losses” and BUYING will happen if you have a qualified and serious buyer on the other end.
Make sure you speak from their perspective and not yours and remember people buy for their own reasons and not for yours but what you can do is to get the potential buyer to agree with you in that your product can satisfy their need(s). Be enthusiastic and make sure the person on the other end of the call feels confident about your capabilities. If you sound weak or unsure that’s the end of the sale opportunity so make sure you are in an “authoritative state of mind” and that you are in control of the conversation at all times.
If you do encounter a person moving towards “disagreement with you” it means you are not “in sync” with their need(s) with your product / service offering and therefore quickly try to realign yourself by asking better questions and listening well. Get a commitment follow up with the paperwork.
SPEAK to the heart, fulfill a NEED, exude confidence,
build trust and the SALE will follow
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