When closing a deal, knowing your customer’s attitude is important as it will allow you to anticipate possible problems and objections. From the book “The Art of Closing Any Deal: How to Be a Master Closer in Everything You Do by James W. Pickens, here are 10 tips you need to remember about your prospects to increase your sales success:
1. Understand Body Language Signals
The customer will generally not buy a product (or service) if his legs are tightly crossed or if he’s sitting and fidgeting nervously in a chair or is in some other uncomfortable or unrelaxed position. The customer usually has to have both feet on the floor when sitting in the closer’s office, and has to have an alert posture to make a buying decision. Body language tells a lot about attitude, and a closer must be aware of this kind of non-verbal communication.
2. Watch Out for Tell-Tale Signs
A closer can usually tell if a customer is lying from some of the following tell-tale signs:
- Dryness of the mouth.
- Sudden perspiration on the brow, sweating hands.
- Nervous movements, shuffling of the feet, twitching of an eye.
- The inability to look the closer straight in the eye for very long, looking down when talking, looking ashamed and uncomfortable.
- The customer will stumble on his words and use too many “uhs” or “urns,” because he’s not sure of himself.
- The customer will start licking his lips more often.
- The customer’s voice will change to a more deliberate and practiced soft tone.
- The customer’s voice will embarrassingly crack in the middle of words.
3. Customers Want to Feel Good
A customer wants to be proud of his purchase, he wants to feel good about it so he can brag to friends and feel comfortable with it. He also wants to feel good about himself after he made his purchase. When he feels good, he is far more likely to make a repeat purchase of this product or service and recommend other people to buy it.
4. Expect Guard to be Up at the First Meeting
All customers have been burned on products before and they expect to be burned again so their guard is always up at the first meeting.
5. Make the Customer Feel Special
Customers want to be treated as if they’re special. It’s up to the closer to make them feel as if they are being treated with special respect so they can relax and get in the mood to buy.
6. Find the Weak Spot
The customer has a weakness somewhere and he knows it, so in this area the customer will be over-protective. The closer has got to search for and find this weak point.
7. Observe Carefully
The closer should observe a customer and all his actions and then try to be a friend to the buyer before closing him. If you convince your customer you really like him, you’re halfway there.
Take mental notes and listen to everything the customer says. Don’t pre-qualify, but do analyze.
9. Win the Customer
If a customer can develop a positive attitude toward the closer, it really doesn’t matter what product is being sold; the customer will usually buy with enthusiasm.
10. Be Likable and Persuasive
The customer’s actions can be influenced by the closer’s actions, but the customer’s attitude can only be effectively shaped by the closer’s persuasiveness and likeability.
From the book “The Art of Closing Any Deal: How to Be a Master Closer in Everything You Do by James W. Pickens. Buy the book from Amazon.com now!