One Simple way to Increase Customer Engagement

Increase Customer Engagement

If you find customers saying things like “ok, can we get on with this?” or “look I don’t have all day”. You may be spending too much time uncovering and talking about their needs. Read on to discover a simple way to Increase Customer Engagement.

On today’s show discover:

  • Why spending too much time talking about customer needs can be aggravating for your customer;
  • What customers really want to talk about;
  • And how to keep your customers engaged and excited during the sale.

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Sell The Destination Not the Plane

What Customer’s are Really Interested In

Are you impressed when a salesperson just rattles off a bunch of facts and features using “industry language” that you don’t even understand? No, me either. What most customers want to know about your product is…how will it benefit them?

On today’s show discover:

  • … how wowing the customer with your product knowledge can cost you sales;
  • … what customers really want to know;  
  • … and why customers are far more excited to buy the destination than the plane.  

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Hot Buttons Everybody Has One

The Thing You Love The Most

If you had the entire day off, paid and you could do anything what would you do? You know for fun, just for you?

On today’s show discover:

  • … that everyone has a hot button;
  • … why finding your customer’s hot button is so important;
  • …and how connecting with the emotional reason they want your product can make the entire sales process much easier!

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How Emotional Needs Lead to Tremendous Value and Sales

Emotions Impact Consumer Behavior

BrandsMany salespeople assume that customers make buying decisions with a rational approach, analyzing details like features and financial aspects. However, research has shown that emotions shape the attitudes that drive consumer decisions and behavior. And, those emotions (or hot buttons) impact behavior far more than technical or functional factors.

Consider how people frequently buy name brand products over the generic alternative. If it doesn’t make logical sense to pay more for a product with the same ingredients why do they do it? It’s the emotional attachment they have to the brand.

Psychology Today describes it this way…

“A nationally advertised brand has power in the marketplace because it creates an emotional connection to the consumer. A brand is nothing more than a mental representation of a product in the consumer’s mind. If the representation consists only of the product’s attributes, features, and other information, there are no emotional links to influence consumer preference and action. The richer the emotional content of a brand’s mental representation, the more likely the consumer will be a loyal user.” – curated from Psychology Today

Uncover Hot Buttons to Build Enormous Value

Emotional needsAll buyers are influenced by their emotions, however they may not realize it. While the reasons customers care about your products may not be obvious to them, your ability to uncover their  “hot buttons” and understand their emotional needs can have a very concrete impact on your sales success.

When you gain a firm understanding of your customer’s hot buttons you have powerful information to build value in your product. Consider that most customers would pay almost anything to realize their hot buttons and you can see how incorporating a connection between your products benefits and their hot buttons help increase value.

For example, a grandmother with knee pain might decide to just “deal with it” when faced with a pain cream costing $40.00 a tube. However, if that same cream could relieve her knee pain allowing her to spend quality time playing on the floor with her granddaughter it would be well worth it. In fact, if you asked her how much she would pay to have that time she might say something like”I’d pay any amount”.

The ability to spend quality time playing with your granddaughter is an emotional reason for buying the product. It’s a priceless “hot button” and connecting it to your product’s benefits increases value.

Discovering Your Customer’s Hot Buttons

To find your customer’s hot buttons you need to ask questions but before that, you need to gain their trust. Chances are a stranger isn’t just going to hand over emotionally charged information to you. So from the beginning of your interaction you need to establish rapport and sincerely listen and care about your customer’s needs. When they feel the can trust you and see that you’re not just about making a sale they’ll be more inclined to open up and tell you what really matters.

Emotions are What Drive Consumers to take Action

Having a conversation at a more emotional level also encourages your customer to take action. It’s human nature. Even something as simple as our fight or flight response is triggered by an emotion.

“In response to an emotion, humans are compelled to do something. In a physical confrontation, fear forces us to chose between “fight or flight” to insure our self-preservation. In our daily social confrontations, insecurity may cause us to buy the latest iPhone to support our positive self-identity.” – curated from Psychology Today

Conclusion

There are emotional aspects to the decisions and actions your customers take when considering your product. When you make a solid connection, uncover their hot buttons and show how your product can help get them what they want, you increase the chances they’ll say “yes” when you close.

The Art of Closing – Two Minute Training

The Art of Closing

Discover the ART of closing and paint a picture of success for your customer. It’s a proven technique to overcome an initial objection and help your customer remember what’s most important.

Two Minute Training Series

If you don’t have much time and you want a little sales boost…check out 2 minute training!

Check back often for new topics or subscribe to KO Sales Coach on YouTube!

References

The song Spanish Summer by Audionautix is licensed under a Creative Commons Attribution license (https://creativecommons.org/licenses/by/4.0/)
Artist: http://audionautix.com/