Have you ever had a situation where someone relayed information to you and you knew instantly that they were a salesman, even though they weren’t actually trying to sell you something?
How did you respond?
I usually tune them out.
People do not like to be “sold to” and they don’t buy your product, services or your sales pitch. They buy you. The words and body language that you use can make a big difference in whether clients trust you and are willing to hear what you have to say. If you’re not careful, they could write you off before you’ve even begun.
Sincerity is the key. If you come off unnatural or think that your job is to get them to buy something, even if they don’t want or need it, you’ve already lost the battle.
Trust is about relationships and if people do not trust you, it is likely they will not buy from you. Some words build trust and others destroy it.
One might think that using these two words would build trust, but in reality they cause doubt.
I remember teaching a client. I wanted her to believe me so I’d say things like, “I know this works,” or “This is true.” My words had the opposite effect. She felt like I was trying to convince her instead of letting her decide for herself.
That is what happens when you say the words “trust me”. It’s a contradiction and a command. You are telling them how to feel. Trust is something people offer you, not something you can demand. It’s something you earn and the best way to earn it is to listen.
“Tell me more, please”
One of the biggest sins in sales is offering a solution before you’ve even heard the problem, which essentially tells your clients that you don’t care about their situation or needs. It shows them that you really only care about yourself.
There is a popular saying: I don’t care how much you know until I know how much you care.
By using the words, “Tell me more, please,” you are letting them set the tone and the agenda of the meeting. You show them that you really care about them and their needs. Once you have listened, then you can offer solutions that will help them fulfill those needs. These four words, when sincerely spoken and followed up with action, will build trust faster than anything else you could say.
Stay Tuned for Communication and Trust Part 2: Body Language Speaks Volumes
Tell us what you think? Have you had any experiences with communication and trust?