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Probably all of us could make a sale if the product was something we truly believed in, but
professional salespeople are in a different league—the best of them can always sell different
items to suitable customers in the best time. They do this by using very basic psychological
techniques. Stripped to its simplest level, selling works by heightening the buyer’s perception of
how much they need a product or service. Buyers normally have certain requirements by which
they will judge the suitability of a product. The seller, therefore, attempts to tease out what
these conditions are and then explains how their products’ benefit can meet these
requirements.
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Richard Hession, author of Be a Great Salesperson says it is human nature to prefer to speak
rather listen, and good salespeople pander to this. They ask punters about their needs and offer
to work with them to achieve their objectives. As a result, the buyer feels they are receiving a
“consultation” rather than a sales pitch. All the while, the salesperson presents with a
demeanour that takes it for granted that the sale will be made. Never will the words “if you
buy” be used, but rather “when you buy”.
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Dr Rob Yeung, a senior consultant at business psychologists Kiddy and Partner, says most
salespeople will build up a level of rapport by asking questions about hobbies, family and
lifestyle. This has the double benefit of making the salesperson likeable while furnishing him or
her with more information about the client’s wants. Yeung says effective salespeople try as far
as possible to match their style of presenting themselves to how the buyer comes across. If the
buyer cracks jokes, the salespeople will respond in kind. If the buyer wants detail, the seller
provides it, if they are more interested in the feel of the product, the seller will focus on this. At
its most extreme, appearing empathetic can even include the salesperson attempting to
“mirror” the hobby language of the buyer.
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Whatever the method used, all salespeople work towards one aim: “closing the deal”. In fact,
they will be looking for “closing signals” through their dealings with potential clients. Once
again the process works by assuming success. The buyer is not asked “are you interested?” as
this can invite a negative response. Instead, the seller takes it for granted that the deal is
effectively done: when the salesman asks you for a convenient delivery date or asks what color
you want, you will probably respond accordingly. Only afterwards might you wonder why you
proved such a pushover.
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