What could a hairdresser sell you

Sales pitches: 12 tips to win over customers

6. Ask the best, the average talk!

All service occupations are questioning occupations. Whether doctor or lawyer, craftsman or hairdresser - the following applies to all top service providers: They try to obtain important information through questions and to convey the feeling to their counterpart: I'm interested in you. Sellers are also service providers. So check: Do I ask enough? Use

  • open questions about Obtaining information,
  • closed or alternative questions to Bringing about (partial) decisions, and
  • Confirmation questions about security and Objection avoidance.

And pay attention to how the customer reacts to every question and statement. Because it only counts what is (positively) received by him.

7. Take a break!

Most salespeople talk too much. And this despite the fact that they pretend they want to learn about their customers, immerse themselves in their world and determine their needs. Just don't say anything when talking to customers. Breaks allow you to think ahead and the customer to think. And breaks increase the tension and give your key messages more impact.

8. Use utility language!

Don't tell customers what you can, have, offer. "I have .…". "I can ..." "I will ..." All I-statements! The customer should be at the center of the conversation. Instead, make it clear to your customer with a customer-oriented utility language It is crystal clear what great advantages he has from your offer: "You win ...", "You save ...", you use ... "," You achieve ... ".

And incorporate so-called magic words into your statements, i.e. emotionalizing adjectives that make the customer dream. For example: "You gain valuable suggestions ..." "You save valuable time ..." "You use innovative concepts ..."

9. Avoid non-words, generalizations and filler words!

Avoid words like "but" and anyway ", because they create a contrast. Furthermore, generalizations like “never”, “everyone”, “all” and “always” because they provoke contradiction and pollute the atmosphere. You should also delete the word “must” from your vocabulary as far as possible. Because no customer likes to be ordered.

10. Use hidden messages!

Almost all people are something at times weak decision-making (I too) and appreciate it when they are gently guided. So use it from time to time hidden messagesto steer the conversation in the desired direction. For example: "Before you decide ...". Or: "After we have agreed ...".

11. Welcome objections!

Objections show that the customer is still interested. What matters is how you react to it. What you say is less important. It is more important that you react confidently and calmly to objections - like a professional. For example, with statements like: "It's good that you ask that ..." or: "I understand your concerns ...".

You can minimize the number of objections (at the wrong time) by repeating the conversation regularly Asking confirmation questions. "Is that how you see it?" "Is that how you imagined it?" Or by looking at the customer and asking with a short nod of the head: "Agreed?"

EXTRA: Let's talk about it: Conduct efficient employee appraisals

12. Don't be afraid of the customer's "no"!

The sale is the The culmination of really good sales work. Unfortunately, many salespeople are afraid that after a pleasant conversation the customer might react negatively and say "no". That's why they suddenly become non-binding and seem insecure and inauthentic. And thus thwart any sales opportunity.

Top salespeople remain at the end of a sales pitch purposeful and determined. And: They don't let the fruits of their labor slip through their fingers. Rather, they say when, from their point of view, the time and the customer is ripe for the “conclusion”, for example: “Should I note August 15th or 30th as the delivery date in the contract?” Or: “Would you like to buy your new shoes also have a suitable shoe polish? "

So you assume the customer's purchase decision and ask a further question. And if the customer replies: "Stop, I'm not that far yet."? Then they clarify what the customer's purchase decision still depends on and answer the questions that are still open. And then ask the final question again - also at the risk of the customer saying “no” again and now definitely.

Because they know: Selling is like a love life. Sometimes the situation that two potential partners find each other just doesn't fit. Then it applies to accept the no - provisionally. Because the situation can change. So you too should react confidently and calmly to a preliminary final no and get one with the customer positive last impression leave. Because then you have a new chance next time.

Ingo Vogel, Esslingen, is a rhetoric and sales trainer. He is considered the expert in emotional selling. In September, Gabal Verlag published his latest book Top Emotional Selling: The 7 Secrets of Top Sellers.