Feeling Their Pain

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

People Skills

Do you consider yourself a "people person"? Have you ever heard that phrase before? What is a people person? I know that to be a professional salesperson you must have some people skills but I am not sure that makes you a people person. 
Continuing on the theme of getting better let's focus on people skills.  People skills consist of the ability to build rapport with someone and to instill trust and confidence in you to take care of them. People skills include your instinct to really care about others.  A sincere compassion for another person's plight in life may not be considered a skill but it is definitely a trait that a professional salesperson should have and can improve upon.  The ability to communicate cares and concerns to others is certainly a skill. 
The improvement starts with awareness.  Are you aware of how comfortable and effective your are :

1) building rapport with someone
2) do you find yourself sincerely caring about someone when they are telling you there situation?
3) do you communicate with ease and effectively with others?

Building rapport is simply asking questions, listening intently and engaging the person.  Rapport is certainly a result of someone feeling that you care. I've found that the first step to improvement in this area is to intentionally be aware of listening when someone is talking to you.  Don't let your mind wonder.  Realize how important it is to that person that you "hear" what they have to say. Concentrate on asking questions related to their personal situation and that involve solutions rather than commiserating or gossiping about their problems. To improve in these areas you need to practice this with everyone not just your prospects.  Practice with your spouse and children, your friends and acquaintances.  How much would your relationships improve if you became a better listener and became more engaged? 
If you improve your people skills there is no doubt that your income will increase.  You will become better at approaching prospects and making presentations.  You will improve your question asking and ability to communicate different ways of thinking about things.  You will begin to ask for the business with ease.

Expect to Win!
--Jim