What is the cost of bad communication in sales? Follow these tips to use clear, concise communication when closing the deal.
Whether you're a rep on a sales team, a small business owner courting clients or an entrepreneur pitching your product, odds are you have something to sell.
Since the 1970s, most job growth has been in the service industry. Before that time, most jobs were in manufacturing. Communication and presentation skills are essential in these client-facing situations. And yet, so few people receive training to improve professional communication skills.
First, it's important to understand how customers make buying decisions. Seventy-one percent of the population bases it's buying decisions on believability and trust. Seventy percent of people make purchasing decisions to solve problems whereas thirty percent make decisions to gain something. If you've got something to sell, it should solve a problem, and you should be believable and trustworthy.
Ninety-eight percent of top salespeople identify relationships as the most important factor in generating new business. I've been working with sales teams all over the country and those who know sales agree: You cannot be a good sales rep without strong communication skills. Empathy, confidence, clarity, presence and preciseness are all necessary traits. So, how can you cultivate these qualities and translate them to the sales process?
Prepare and practice
In the words of Benjamin Franklin, "By failing to prepare, you are preparing to fail." Map out the sales call in advance in the shape of an agenda—and frame the call for your customer at the top of the conversation. Knowing that you are going to tell them about your service, and then ask them about their needs, before talking prices and process helps you set expectations and helps your client feel in control. Expect, prepare for, and overcome objections—even putting a few minutes aside to think these objections through will set you up to succeed.
Ninety-three percent of communication is non-verbal (on the phone, tone is 86% of our communication). So, practicing your delivery is key. Have an audience-focus and think about how you want to make the customer feel (it will help take the focus off of yourself). And focus on selling yourself, not your product or service. You are the key differentiator from your competitors—knowing your competition and being able to articulate how you are different will help you stand out.
When someone feels heard, it is indiscernible to feeling loved. This is a powerful tool, considering that most purchases are emotional ones. If you're in person, make eye contact, ask thoughtful questions without interrupting, and be physically present. Follow this formula when talking to a potential client: 100% of all talking = 75% from the client + 25% the salesperson. 100% of all listening = 75% the salesperson + 25% the client.
Say what you mean
Seventy-nine percent of communicators say they use too much jargon. Record your pitch and pay attention to words that are industry-specific. Most likely, your client will not fully understand what it means, or it may even turn them off. Remove jargon from your language and practice saying the words you mean to say. Keep it "stupid-simple" and you'll be helping your client feel like the product or service is crafted just for them.
Paint a mental picture
Visuals are processed 60,000 times faster in the brain than text. When speaking to your client, paint a mental picture or tell a story—they're more likely to feel connected to what you are saying. And follow up with visual marketing materials that back up the necessity of the product or service you are selling. It will help them remember you and your story longer.
Gaining a new customer costs six times more than it does to keep an existing customer. When you satisfy a disgruntled customer and resolve his or her issue, that customer will typically spend 10 times as much money on future purchases than he or she did on the initial purchase. Nurture your relationships. Spot problems early, and solve them. If your customers feel valued they will value you in return.