SHOWING THE DIFFERENCE…listening skills have always been a major component of being a great Salesperson. The introduction of the cellular phone has improved our availability immeasurably. But with every improvement, of course there is always a downside. I'm sure the following has happened to you…
You are having an important discussion with a business associate, their cell phone goes off, and they answer the phone… you feel "slighted" because whoever is calling is obviously more important than you are. (At least, that's how they made you feel.) Your feelings are quite justifiable.
It's not much of a stretch to do a "role transfer" here. How do you think our Customers must feel when we do exactly the same thing…when we answer our cell phone in front of them? How to handle this?
Here is your ACTION STEP… for your next face to face Customer interaction why not show them how significant they are by doing something totally different? Here is a great strategy to show them that "they are really important"…
1. Take your cell phone to the meeting with you and put it on the table in front of you.
2. As your meeting begins do the following:
a) Actually turn your cell phone off right in front of your Customer and…
b) Say the following… "I'm going to turn my cell phone right off so we won't be disturbed. I don't want there to be any distractions for the next few minutes".
Critical Point… putting your cell phone on "vibrate" is not the answer. Turn it completely off in front of them, tell them what you are doing, and tell them why. The whole idea is to demonstrate that they are the most significant individual for you at this particular point in time. Some Salespeople have said to me, "Bruce, I just leave my phone in the car". This approach is much more meaningful. By taking your phone in with you and then turning it off right in front of them, now they know… "He/She thinks I'm important". Once you consider this approach, I'm sure you will agree this is a very powerful demonstration of your commitment to your Customer. Start today, show them that you are a great listener. NO Excuses.