Understanding where your client is coming from is the single most important aspect of getting someone to buy what you are offering. If you put yourself in your client’s shoes and listen to what he really wants, you are more likely to close a deal.

1. Put yourself in your client’s shoes
Understanding as much about your clients perspective is vital in developing rapport. Growing a strong & positive relationship where you focus on your clients needs, problems, challenges & desires will ultimately lead to the successful matching of your products or services…and for the best possible motives...THE WELFARE OF YOUR CLIENT.
Be sure to use ‘YOU’ language – this is where you talk about them and not yourself. As soon as you hear yourself saying ‘we’ or ‘I’ you need to switch. This will be much more engaging for your client and they’ll feel you are more interested in them than selling yourself.

2. Ask open questions
Asking closed questions will give you 1 – 2 seconds before having to come up with the next question. Your client’s response will either confirm or decline your question, and won’t give you any information about them or their needs.
Asking open questions which start with When, Where, How, What and Who will give you useful information that will help you provide exactly what your client wants.
Avoid questions starting with Why, as they are very confrontational – no matter how fluffy and soft you make them sound. When you ask a Why question you are asking for justification of their response. Your client will automatically become defensive and give you an emotive response. It’s far better to ask about the facts around the decision such as: “What is it about this service that makes you think this is not a perfect match for you?”
You’ll then get details of the criteria they have based their decision on. You’ll be able to use this knowledge for future interactions.

3. Stop selling and start listening
When you ask open questions your client will go into dialogue to respond which gives you the opportunity to learn more about them.
Once you’ve asked an open question it’s really important to SHUT UP. Let your client answer without interruption. Focus on listening 100% and don’t be distracted by internal thoughts or dialogue. Thinking about the next question will stop you hearing useful information. The next question is easy when you listen – it comes naturally from your client’s response.

4. Be flexible
If you’re unable to get from A to B in the way you’d like, do not give in. Ask yourself how you can do it in another way.
Don’t be a victim – it’s easy to blame ‘this’ or ‘that’ as your reason not to achieve. Take control and think about alternative ways to get to where you want to be. You may not get 100% of what you want but you will be closer to what you want to achieve. Every step in the right direction will get you to your goal.

5. Have an objective
You get what you focus on so be sure to focus on what you want to achieve in a positive way. It’s easy to get sidetracked sometimes with things we think are important like getting through the volume of calls rather than making the call a quality interaction.
Before each call, meeting or presentation write down what your objective is. This becomes an instruction to your brain (even if it slips your conscious mind) to take the steps towards achieving the objective.

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