Everybody is different. We all feel differently about events going on in our lives and in the world. We all react differently to situations in our families and organizations. Everyone of us handle triumphs as well as tragedies differently. So, how do sales professionals navigate dealing with people who are so drastically different? The answer is empathy.
Empathy is " the ability to understand and share the feelings of another".
This is a skill developed over time that allows us to adapt to another person with a very different viewpoint from us and our other prospects and clients. We develop this skill by asking good questions. If I am working with a prospect on the replacement of a current product or service and I want to understand what they are trying to accomplish then I must ask specific questions. "What do you like about your current product or service?" Then expand on that answer by asking, "tell me more about that and why you like that specific feature.". The next question is " What do you want to change about your current product or service?" Then again, based on your closely listening, "tell me more about your experience and how changing this specific feature would benefit you.". You must be engaged and then you must engage them. As you ask these questions you begin to empathize with them and that allows you to help them expand on their answer. This is when the magic of empathy begins to show it self. When you make a product or service recommendation based on them and their needs and not based on what is on sale or what you have a bonus on, then they feel your sincerity and professionalism. They know you listened. Do you think they will go to anyone besides you ever again for the product or service you provide? No, because you are different and that's because you care. All this because you possess and practice the skill of empathy.
Expect to Win!
--Jim
No comments:
Post a Comment