Members of Forbes Business Development Council share seven strategies for doing a better job of empathizing with customers. Their assertions are good. Still, it is important to avoid the words, “I understand,” as if you know the customers’ feelings.
Remaining respectful, acknowledging and aligning with where the customer is in the decision process is critical. Stating what you believe you heard and then probing for what else will uncover the rest of the story. Often in today’s decision environment, more than one person is involved in making a final decision. Be sure to uncover who else will be involved before going for the big close.
Source: Forbes, January 18, 2018.
If you feel like you could be doing a better job of empathizing with potential customers, try these seven strategies:
- Align your own feelings with the prospect’s feelings to express care
- Ask — don’t assume anything
- Work on your emotional intelligence
- Record and listen to your own sales calls
- Read more
- Ask good questions
- Understand what about your product will improve the prospect’s life
INSIGHTS: Pat Malone wrote about the decision makers in Understanding the decision makers posted in AHD, November 20, 2017. It is a must-read for animal health pros in sales, customer service and customer engagement.