Communicating and Selling by Behavior Style – 5 Ways Front-Line Employees Can Connect With Customers
In today’s workplace, more employees at every level are expected to promote and sell products and services. Front-line employees can enhance their communication and selling skills by learning how to connect with different behavior styles. The concept of treating others in the way they want to be treated is not new. Yet, few people practice this powerful communication technique.
Non-sales positions can still learn how to use behavior styles to connect with customers even within a short window of opportunity.
Here are 5 ways you can implement communicating by style type to get more clients and sell more products and services:
1. If you are a front-line employee use your observation skills to gather information before you verbally engage a customer. The pace of his or her walk, posture, energy and eye contact can provide clues as to how adjust your approach. If you are generally enthusiastic and upbeat but your customer appears to have a lower energy level then drop your level a bit without losing your appeal. Try containing your gestures and lowering your volume while still maintaining a genuine smile.
2. Notice the rate, tone and pitch. If you encounter a direct, fast-paced booming voice refrain from backing away. Instead be direct back while increasing your volume as appropriate. Your customer will respect your approach. If your customer is more reticent then slow your rate of speech and drop your voice a bit. employeeconnection net insite
3. If you notice that eye contact is fleeting or minimal and body language is aloof you may be encountering someone who prefers less emotion and more process. If this is the case, then be sure to explain what is going to happen in the encounter step-by-step. If you observe that eye-contact is warm and engaging you’ll want to match that style.
4.Understand what is important to your customer. Observation again will give you some clues. Friendly, upbeat people who are quick to engage you may be less concerned about details and focused more on what your product or service can do to enhance their visibility or stature. If you’re promoting a new home-delivery dry cleaning service stress the importance of looking perfect on a moments notice. On-the-hand if you’re promoting that same service to the person whose priority is creating and maintaining relationships, then emphasize the time-saving as a means to spend more time with family.
5. Lastly, understand how they make decisions. This is particularly important in a short transaction. Direct, upbeat people will agree spontaneously. Direct but results focused customers like to make quick decisions. If your customer needs to establish a relationship first then their decision-making process will be slower while he or she ponders the impact on others. Finally, the indirect but process-oriented person will deliberate at length before coming to an agreement.
Practice these skills and make a goal of observing behaviors with each customer encounter. Slightly shift your own behavior and your ability to communicate, connect and sell will increase instantly.