At last year's PSP Expo in Orlando, APSP met to gauge interest in developing a group that would...
Last week we kicked off our monthlong celebration of the Awards of Excellence with a look at the...
Organizers of the International Pool |Spa | Patio Expo recently announced five finalists for the...
Have you ever found yourself in a position with prospects when they begin to make a point or state a particular opinion that embraces an entirely false premise? Sure you have, and so have I.
You immediately recognize that their understanding and therefore their logic is flawed. They are wrong, and you realize that unless you are able to clarify the initial error in their thinking you will not be able to help them achieve their goals or satisfy yours. You will not be able to complete the sale.
But, you’re wrong!
One of the most challenging situations for a salesperson arises when a prospect makes a false or erroneous statement on which their final decision will be partially or wholly based. The issue must be clarified and their misunderstanding corrected in order for you to earn their respect and trust. You also know instinctively that you should not continue with your presentation until this particular point is properly addressed and their agreement of understanding and acceptance has been clearly and favorably established.
As with many other aspects of a sales presentation, there may be dozens of ways to handle this situation; but only a couple of options will actually work to achieve all of your objectives. The worst thing that you can do is to immediately tell them that they are wrong. Prospects do not like being wrong. Do you?
1. Do nothing (immediately, that is). Allow them to complete their thought and finish their statement. If you want to make friends, be liked and respected, allow them to talk and completely describe their premise. Never interrupt or appear to be in too much of a hurry to respond and prove them wrong.
2. Take a breath (before responding). Count to at least seven before responding. Even though their premise is wrong – it is important to understand that this is their perception or belief; and it should never be immediately challenged. Choose your first words very carefully, as they will either reinforce your opportunity for successfully transforming their perceptions or produce fast rejection and failure with these prospects.
3. Repeat their understanding (in your own words). This step is critical. Often when confronted with their misunderstanding in words other than theirs the error in their assumption may become immediately apparent to them. In any event, you will at least solidify your understanding of their premise.
4. Recognize that you understand and empathize with their concern. Lead with a response that is non-threatening and not patronizing:“I understand”“I appreciate where you’re coming from”“I can see why you feel that way”“Many others have initially had the same understanding”
5. Provide your input. (Carefully, very carefully) Do not begin your explanation with words like "but" or "don’t." These are negative words that make previous statements seem worthless or trite. Consider these phrases:“My investigations have shown”“After close scrutiny others have found”“Have you considered the possibility...”
6. Get their agreement in their own words. Be sure to get their agreement to your point of view or solution to the issue prior to moving on. They must verbalize their understanding. The words must leave their lips. Once this has been accomplished they are highly unlikely to bring this matter up as an opposition to moving forward with the sale.
7. Thank them for their understanding. This will show them that you appreciate their reflection and decision to alter their previous point of view. They must never consider the subject as a dispute or win/lose situation.If you use the recommendations provided you will increase your likeability and professional stature in the eyes of your prospects. You will have helped them to gain knowledge, understanding and confidence in their decision-making process. Best of all you will have kept their self-esteem intact while enhancing your image. You will then be better able to help them make the right decisions in the future.
Hiring and training new employees isn’t a black-and-white process — in fact, there’s quite a bit of gray area. That’s because there’s a lot of emotion and opinion involved, and everyone approaches it differently.
For example: What do you consider satisfactory job performance? How much time do you think is required to properly train an employee? How long should it take before a new hire “gets it”?
And what would you consider to be poor performance and/or unsatisfactory...
In an effort to provide a networking forum for women working in the pool and spa industry, SWIMN (Supporting Women Industry-Wide, Mentors and Networking) will hold its third annual reception at the PSP Expo on Tuesday, Oct. 30.
An independent networking group, SWIMN was established by Pam Vinje, CEO of digital marketing firm Small Screen Producer and former director of social media, marketing and events for APSP. Vinje established SWIMN with several close female associates she met...
At last year's PSP Expo in Orlando, APSP met to gauge interest in developing a group that would focus on the commercial side of the pool and spa industry.
The response was overwhelming. The event played out to a standing-room-only crowd, with a vigorous exchange of ideas among all assembled.
“As we continued on in that meeting and asked questions of what people were interested in, we found a great alignment within the entire industry,” says Donna Williams, chief marketing...
Last week we kicked off our monthlong celebration of the Awards of Excellence with a look at the impressive lineup of projects in the Bronze-winning category. Now, we're moving on to the Silver award winners.
This week you'll find projects than range from simply sensational to the sensationally simple, some with geometric borders and others with craftily coped edges. Fire effects, luxe lighting and fantastic homes frame the work, all of which earned the second-highest accolade the...