- We've all suffered through that customer service rep
that would just not stop asking us personal questions,
or that saleswoman who just kept pushing us
to close the sale, right?
Think about it.
Think of the last sales rep that really got on your nerves.
It's subtle, right?
But it was just irritating enough
to make you wanna walk away from the sale.
In a sales experience, it's the little things
that make a big difference,
and those little things are driven
by a salesperson's soft skills.
In fact, in today's world I believe soft skills
are the only real competitive advantage we have left.
No matter how amazing, unique, or spectacular
you believe your product or service is,
to your customer it's a commodity,
something they believe they can buy anywhere,
anytime, and from anyone.
So it's not what you sell, but how you sell it that matters.
Those selling skills are the gateway
to getting people to know you, like you and trust you
because for your customers,
it's you that they're buying, not just the product.
But soft skills are tricky
you'll need to call on vastly different skills
with different customers,
and getting soft skills right
is more about knowing what your customer needs
than selling a product.
You know, I think it will help if I show you.
Let's take a look at it in action.
- Well Mara are you excited?
We're ready to close your loan.
I've got your paperwork ready
and all we need from you is a couple of signatures.
- Actually Paul, I was talking with my team
and we're having some
well we're having some second thoughts.
We feel if we tighten our belt a bit
and don't pursue any new marketing for the next year or so
we can probably do without the loan.
- Mara I understand,
but I have the paperwork ready
and you did say you were coming in to sign.
It's normal to go a little cold feet
but remember the reason you made this decision.
It was the right one.
I think we should move ahead.
- You see the impact of Paul's lack of empathy?
He says he understands, but what is he do?
He just keeps pushing for the close.
Image how that makes Mara feel.
Let's see how this looks when Paul gets a little empathy
for Mara's position.
- Well ready to wrap up your loan Mara?
I've got your paperwork ready
and all we need to do is sign the documents.
- Actually Paul
I've been talking with my team
and we're just having
well we're having some second thoughts.
We feel if we tighten our belts a bit
and don't take on any new marketing for a little while
we can probably do without the loan.
- Okay, that's interesting.
Tell me more.
In fact walk me through exactly how that would work.
I'll play Devil's advocate
so we can be sure you're making the right decision.
- That would be really great.
- [Paul] Good. - Thanks.
- Did you see it?
That's the beauty of empathy.
Rather than pushing for the close Paul backs up
and tries to really understand where Mara is coming from,
making her feel important, understood and valued.
Now granted this was probably tough for Paul
for a second there he was probably freaking out
on the inside thinking,
oh no I'm gonna lose this sale.
But right there
we've hit on something really important with soft skills
taking your cues from the customer
rather than just selling from a script.