iConnect to the Customer!

When our Professional Selling Skills (PSS) program was being constructed by two Columbia University professors, they discovered that when sales people connect to the customer both logically and emotionally, the success of closing doubles. Yes, your ability to close doubles when compared to sales people who do not iConnect with customers.

The iConnect skill is a simple way to show the customer, or in fact anyone you are communicating with that you care about his or her situation. You are saying “iConnect to you.” PSS calls this skill Acknowledging.

Use iConnect to demonstrate your respect and care for the customer’s need, issue, problem, situation or general statement. There are two keys to communicating iConnect properly. Firstly, you must truly listen to the words, meaning and emotion of the customer statement. Secondly, iConnect from you must come from your good heart and clearly communicate your respect and empathy for the customer’s situation. iConnect in this way shows the customer you care about him or her and their situation.

When iConnect, I am building trusting relationships.

The impact of iConnect is it encourages mutual rapport and a more open exchange of information. Your iConnect from the heart enables the customer to be more trusting of you so he/she will share more relevant information and be more receptive to listening to you share information about how your product or service can be a solution to their business issues.

There are four ways to iConnect with the customer. Let’s explore each.

• “Exactly, That would be helpful.”
• “That seems the right thing to do.”
• “You’re right to make that a priority.”
• “It is important for an organization like yours.”
• “That’s a good idea.”

• “We meet many customers that face similar challenges.”
• “Your insight is shared by many other CXO’s.”
• “Many of the organizations we work with have reached similar conclusions.”
• “You’re not alone in that viewpoint, many industry experts feel the same way.”

• “Right. If you don’t do something, sales targets may not be met by end of year.”
• “Not solving this issue could cause delivery problems.”
• “Eliminating this obstacle could greatly improve productivity.”
• “I can see how hard it will be to meet your objectives leaving things as is.”
• “This problem certainly is impacting on the bottom line is serious and could worsen.”

• “I can see why you would feel that way.”
• “That must be very frustrating to be unable to do something.”
• “It seems like a risky and challenging goal for you.”
• “ Getting traction on this initiative must be draining for you.”
• “I would feel the same way if I was in your shoes.”
• “ I am happy for you. This is a great achievement.”

iConnect provides a strong bond between you and the customer, if it comes from your heart. Words said with respect, empathy and the proper level of feeling.

There are two cautions for acknowledging improperly that drives customers berserk and may cause you to lose the sale. One is the standard boring and non-emotional “I understand” to a customer comment. Or even worse, the “I understand, but...” acknowledgement! The customer thinks you are brushing them off and don’t really care about their situation.

iConnect does not come easy for most sales people. It takes practice in not only the skill, the words used, but also your attitude to listen and show you care for the customer and his/her situation. But when employed relationally, you and your customer will end sales calls with mutually beneficial and respectful decisions, truly a win for both of you! Enjoyed this post? Receive future articles via email.