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Costly Conspirators
Our first foray into Imperfections this month was to consider them as Charming Idiosyncrasies, which they surely can be.
Another point of view is that imperfections are not so charming or amusing. And those imperfections that impact our own efforts and those of others are particularly troublesome. We may look away from these and hope that others don’t notice, but they do notice.
Imperfections that impact others, like chronic tardiness or inability to complete a task on time, begin to w…
GRATEFUL SOLUTIONS
Consider the skill it takes to collaborate with a client/customer to find a solution that they can say ‘yes’ to. That skill takes practice to develop and a belief that the practice will enhance the interaction and the outcome. And that the practice of collaboration and problem-solving will lead to more effective outcomes.
If you are achieving that, it is because you chose to try something different… and were willing to be uncomfortable with the process (and yet trust it!) so that you could produc…
Asking for the Commitment…are you asking enough?
Here’s a question…when you KNOW that the solution you presented is spot on, and the customer agrees…and yet they have a question or a concern – which you overcome, do you then ask for the sale?
And if they hesitate or say: ‘I want to think about it,’ do you manage it and ask for the sale again?
And if the sale is not forthcoming, do you ask for and get an appointment – to ask for the sale again?
Okay, this might seem like waaaayyyyy too much for you. You may call it too aggressive. Too inse…
Handling Objections…what is enough?
Let’s extend developing our questioning skills to include handling objections.
As we evaluate our relationship to objections, it’s important to look at the reaction to objections and the response to the objection. They are separate yet related actions.
Ask yourself: Do I really know what they are concerned about…or am I assuming I know? Do I accept their concern as valid – and maybe even agree with them? Do I understand their concern, and do I have a response to address it and move beyond i…
Asking Clarifying Questions
Where assuming can bite you is when you are sure you know what the other person wants or means without really knowing... either because they haven’t fully offered that information, or because you haven’t asked enough questions to have enough information.
Ask questions that MAKE you sure you know what they mean: “Can you be more specific?” “Can you describe that to me in more detail?” “Can you tell me what that would look like to you?”
Don’t be afraid to slow things down so you can be sure…
Equals (Product) Solution
If you are still reading this series, you have come to the summary of addition: Problem plus Priorities plus Process equals Solution.
The product solution that you create by asking questions in these three areas and combining the answers will produce a solution that will compel the customer to take action…now.
Presenting a solution that captures the essence of what matters most to the customer standing in front of you requires focus, attention, patience, and persistence. And the satisfacti…
Process…plus….
Of the three key points, this one is most critical to know in order to direct the interaction to an outcome today – and the only outcomes that count are a sale or an appointment.
Every buyer is somewhere in their buying decision. Where they are and what they have done and what remains to be done will impact what they CAN do today.
Surprisingly, this is the area least explored by most salespeople or considered critical in what outcome can be achieved today. And I assert that not knowing th…
Priorities…plus….
As we did in the first blog of this series (Problems….), we will focus on one element. One element that when added to the others creates something magical.
Priorities are those things that matter most. And there aren’t a lot of them, which is what makes them priorities.
When working with a designer or with a retail customer, ask what the priorities of the project/product are…and limit them to THREE.
Ask: “What are the three most important elements to you?” Then listen and take no…
Problem…plus….
In this series, I am going to share a perspective with you that will have a lasting impact. These three initial points added together create something…something worth sticking around for.
When people have a home furnishings problem, they seek a solution with a designer or with a retail showroom. They come with a problem to be solved or a vision to be realized – or both. It is up to the professional service provider to find out what that is and to satisfy it.
To put this into place,…
Christmas
Whether or not you celebrate this holiday or share your life with people who do, this is likely to be a different kind of Christmas. From the pandemic to supply chain challenges, this holiday is surely one to be created.
As store shelves may be emptier than usual, Christmas presents might be replaced with gifts of ‘experiences to be shared’ or home-made treasures or treats from local shops. Maybe we will spend less time on getting presents and more time on being present to each other and to …
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