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Get into the mind of your customer
- 1. Into the mind of your customers
- 4. VAK
- 5. Eye Cues
- 7. AnchoringMagic words Eliciting states
- 9. To make a product fit
- 10. To make a sale
- 12. Modes of communication - NLP Visual Auditory Kinesthetic
- 13. Eye Cues
- 14. Eye Cues
- 15. Communicating with a “Visual Thinker” How does that look to you? Can you see the advantages? Let me show you a few examples Here's a good illustration of... The long-term view on this investment is... Can I clarify a few points? These are all phrases with key words that use language that the visual can relate to.
- 16. Communicating with an “Auditory Thinker” How does that sound to you? I'm here today to tell you about... Let me phrase that differently for you. Or in other words, what I'm saying is... The feedback from our current customers is... Customers mention to us all the time that...
- 17. Communicating with an “Kinesthetic Thinker” Let me take you through some of the benefits. Today I'm here to explore some of the ways that... Let me go through this one step at a time. I'll just take you back to our previous meeting One of the issues that our product tackles head on is... So I'll just run through that again for you.
- 18. Rapport Building
- 19. Anchoring
- 20. What to say - Selling Easily Naturally 3 Magic Words Realize Understand Aware
- 21. What to say - Selling As a participant of this workshop, you understand the importance of staying up to date with the latest information on communication, coaching, sales and leadership and yet I’m not sure whether or not you are aware of how powerful it is to attend a training where you can practice these skills, and if you may not realise that it is possible to have IDBI Federal customise a training for you. Many successful companies have realised that to get the results they desire they really need to understand influential communication and are aware that we as a company specialises in delivering this.”
- 22. Eliciting States – make them feel good ‘Well I don’t know about you, but for me I would feel really excited & proud if I had this plan to help me make money. I can get things done faster and spend more time with my family, and when I get to spend time with my family, I just feel like the most blessed man in the world’.
- 23. Eliciting Values Sir, what would you say is most important to you as a parent?’ Well it’s certainly to give my children love and teach them about life. I see. Is there anything else that you feel is important? Making sure my children are well supported financially and taken care of. To give them financial security. Which would you say is more important? Definitely giving love and passing wisdom to them. Money is important, but without love, all the money in the world is meaningless. (Now then you tailor the introduction & description of your product to suit his values) I’m glad you feel that way sir because that is exactly what I and all of us here at (company name) believe as well. We have a product that teaches effective communication with children. Blah blah…....(relate the product to his values)
- 24. Ask questions that customer must answer with a “YES” Sir, is money important to you? Yes How important is it? Well, very important. It’s my priority. Would you do all that you can to make sure that you have enough of it ? Of course Then that’s great to hear. I’ve got this product which ……….
- 25. Thank you
Notes de l'éditeur
- People who are in sales would love NLP selling techniques. Though NLP techniques are generic and can be used in any area of one’s life, many of the methods are very effective when directly applied to sales. NLP is about effective internal and external communication as well as influencing change in states. That is exactly what successful sales people do, communicate well and influence the customers’ state. The NLP selling techniques into split into 2 groups; using NLP in what you communicate to the customer and how you communicate it to the customer.
- What we will discover through NLP is how people you are communicating with understand and process what you are trying to say, and how you can use this knowledge to build a better rapport and relationship with them. Let's begin by looking at some basic information.
- In communication and thought process terms we need only be concerned with three of these.Sight, Hearing and TouchEveryone predominantly understands their world in terms of these three senses.Each of us predominantly belongs to one of these three types. If we can recognise which of these types we are, and which type the person we are talking to is, then we can vastly improve our communication and our rapport with that person. Obviously in a sales situation that could be used to our advantage.So how can we tell which type someone is? Well there are a number of clues that we can use to help us. First of all we have to look at the whole person and their behavioural patterns. These will help to give us some pointers as to which type they are.Visual, Auditory and Kinaesthetic people all display different traits that enable you to recognise which type they predominantly fit into. Let's spend some time looking at how we can interpret each type, beginning with visual thinkers.
- http://www.nlp-practitioners.com/interactive/nlp-eye-access-cues-game.php Log on to this site to get the eye cue games. Participants can even work on each other and find out what kind of thinkers they are.
- Visual people look at the world through visual images and understand by creating mental pictures. How things look are very important to visual people. When dealing with them, remember the old saying: "a picture's worth a thousand words". These are the people who really do form first impressions through what they see.Visual thinkers tend to move quickly and be rapid talkers. Their voices may be higher pitched than average. Their breathing is likely to be shallow and their head will be carried slightly up.This type of individual prefers face-to-face meetings rather than to speak on the telephone and also prefers what is written to what is spoken.As previously stated, they think best in pictures and learn best from visual displays including: diagrams, illustrations, videos, flipcharts and handouts. During a presentation don't count on them remembering what you "tell" them. Show them and put it in writing.Let's have a look at how to communicate with the visual thinker.Diagrams, graphics, illustrations and visual aids are the key methods to communicate with visual thinkers. When presenting to this type take advantage of this. Prepare a slick graphic presentation on your computer. Give the customer full coloured graphic-based handouts.The odds are also high that the person is a:Quick thinkerQuick speakerQuick moverYour presentation and mode of talking should match this.
- Auditory people listen carefully to what people have to say and accept it, if it sounds right. Often they will tilt their heads to the side in order to line their ear up to receive the sound most clearly. These are the type of people who happily spend hours on the telephone.They tend to listen to their own voices; they seem to enjoy the words, sometimes pausing to 'pick the right word'. Their voices tend to be resonant and well modulated. Their breathing is deeper, more evenly spread across the chest area.They communicate best by talking things through and listening to what others have to say. Auditory types interpret the underlying meanings of speech by listening to the tone of voice, pitch, speed and other nuances. Written information may have little meaning until it is heard. These types often benefit from reading text aloud.Don't count on auditory thinkers to carefully read written information or documentation that you may have provided them with. Make sure when presenting to them you tell them and put it in writing.We know that this person thinks in words, not pictures. Build your presentation round this preferred method. Use his or her own language. Everything you do and say should be in auditory terminology. Here are some phrases (ON THE SLIDE)that will appeal to the auditory thinker.These are phrases and key words that auditory's will feel comfortable with and relate to. Words, sounds and more words are the key for this type. Your presentations should be word based. Talk about the features and benefits of your service. If using a flip chart, use bullet points and words, not pictures.The use of words converts the 'visual' medium (the flip chart) into an auditory one as he or she will effectively 'hear' the words as they read them.This person is not normally as quick a talker as a visual thinker but will still need a good delivery pace. E.g. 60 to 80 words per minute. Again, it is important to match this mode of speech.
- They tend to talk slower, often much slower and in a deeper voice. Their breathing is deep and in the lower chest. Their head is often leaning down, further adding to the deep voice. They are often very relaxed in their demeanour. They will characteristically leave long pauses in their conversation.Kinaesthetics are tactile individuals and learn best through a hands-on approach, actively exploring the physical world around them.They also put a great emphasis on what is written. They tend to be very analytical and pay special attention to details. Their feelings guide their decision-making. It takes time to build up a rapport and to create trust with a kinaesthetic.Kinaesthetic people need to meet you in person. Talking over the phone doesn't do it for them, and neither does looking through the contract, they need to meet you, shake your hand and get a feeling for who you are and what you can do for them.This person thinks in a physical world. Thoughts and emotions are combined in a real way. This person needs time to assimilate and work out where everything fits. The Kinaesthetic needs more time and more information to make a decision.This type of person needs to feel that something is right before proceeding any further with it.When communicating with them, again attempt to use their language.As stated earlier our kinaesthetic thinker will almost certainly be slower talking. Match his pace and do not interrupt or finish his sentences for him. Don't try and rush to the next step of your presentation before the current step in the sales process is fully completed. One step at a time is a good motto for dealing with the kinaesthetic thinker.Remember this person operates on a sense of touch. If you're trying to sell a product, don't show him a picture of it. Don't give him technical specifications. If at all possible let him hold it, use it, touch it. This will engage his primary senses in the meeting
- We all know that half of the reason we buy something is because of the quality of the product, while the other half is because we like the person selling it. We are more willing to buy from someone we like than someone we don’t like. So as a salesperson, the first thing you need to do is make your customer like you and you do that by quickly building rapport with them. NLP allows you to do that with a technique called mirroring and matching. This method simply involves mirroring your customers’ gestures, habits, words that they use, talking style, anything that can be picked up. They will unconsciously pick it up and find themselves liking you more and more. Why? It’s because people like people who are just like them. Mirror and match your customers in an elegant and subtle way. When you do that the person you are mirroring will feel a connection to you because you appear similar to them. Sound weird? Well, don’t worry about it because we are unconsciously doing it every single day. Studies have shown that couples and long time friends mirror and match each other all the time. They do it naturally and elegantly, like a dance.
- Anchoring is associating a state or feeling to a unique trigger. With this technique, we start by anchoring good positive feelings to a unique trigger. We then associate those feelings to our product by repeatedly firing the trigger when we are talking/demonstrating the product. Here’s an example. Anchor happy secure feelings to the snapping of your fingers. Then, while talking about your product, snap your fingers repeatedly. Snap your fingers when asking the customer to make the purchase.
- Magic wordsThere are a series of words that our brain accepts more easily without analysis. When you say these words, the listener is more receptive to accept what you say. Try to easily and naturally incorporate these words into your conversation with customers or non-customers alike. These words are ; Easily Naturally Do you need to influence someone today?You might want to sell them a product or service or influence them to work harder or more effectively. You might just want to influence them to go out with you tonight.As discussed people are motivated and driven by what they value and so if you know what’s important to them then you can influence them to move towards what they value or away from what they don’t.There are three magic words that you can use to construct an influential statement that will be compelling to the listener.Research in psycho-neuro-immunology has shown that all conscious processes, emotions and behavior are a result of the focus of attention. Using the following ‘magic’ three words when used in conjunction with the listener’s value will focus attention, emotions and behaviour.The words are: Realise Understand Aware“I’m sure you are aware of the importance of directing the listener’s focus and as you understand how to use this information you will realise where and when you can use it.”Say the above sentence aloud and notice how highly influential it is. The sentence structure is as follows: …aware of value A ….understand value A or value B …realise emotion/behaviour X.It is not necessary to use the magic words in this order or even all of them, they can be mixed in any order, and work just as long as you include at least one value and the emotion/behaviour you want to influence.For example if wanted you to feel excited about learning something new from going through this workshop I could say:“As you understand the power of the three magic words you will realise that you have learned something significant from this workshop and become aware of your growing excitement at how you can use them.”The three magic words work best in spoken language, when you are in rapport with the listener. To understand this and become aware of how they can effectively influence I invite you to have somebody read to you the following paragraph.“As a reader of the this newsletter, you understand the importance of staying up to date with the latest information on communication, coaching, sales and leadership and yet I’m not sure whether or not you are aware of how powerful it is to attend a training where you can practice these skills, and if you may not realise that it is possible to have Self Leadership International customise a training for your organisation. Many successful companies have realised that to get the results they desire they really need to understand influential communication and are aware that SLI is a company that specialises in delivering this.”
- People buy on impulse and desire more than on necessity. People don’t buy what they need, they buy what they want. When someone feels good about a product, there’s a higher chance that she will buy it. So that’s what you need to do, make them feel that buying the product will make them feel great. Don’t bore the customer with the technical specifications of the product or what it can do. Rather make them feel good about buying the product. How do you do that? To get them to feel good about it before they buy the product, literally tell them what they will feel. Don’t tell it straight to their face that purchasing it will make them feel good. Imply that to them instead. Say something like – (ABOVE)You just implied to the customer that he would feel excited, proud & blessed if he had that product. And as you’re describing those feelings, guess what, the customer is imagining it and feeling those emotions too. For an even better effect, make the description of experiences in visual terms, auditory terms and feelings too. The more senses involved the stronger the effect.
- Not everyone purchases a product for the same reason. The last thing you would want to do is give the customer your reasons for wanting to purchase it. Don’t do that. Instead, find out what is important for them, then use that knowledge as a leverage to get them to purchase the product. Find out about their values by asking the customers. First ask a series of questions to elicit the values, only then proceed to introduce your product. Here’s an example; *Start with friendly chatter to break the ice before proceeding to the questions. This is a great technique, though it requires the right setting to really make use of it. Obviously it’s hard to elicit someone’s state when you’re doing door-to-door sales or sales on the street. Use it when the environment is right & there is time to engage in meaningful conversation
- In our society, people place high value on remaining consistent. If today I said I hate riding roller coasters, then tomorrow I shouldn’t be riding one. Or else others will call me a… liar. Fickle minded, someone who changes his mind often and can’t be trusted upon. Well if that is the case, why not use it to our advantage. People will do all they can to avoid being or looking inconsistent. Here’s how you do it, ask a series of questions that you know the answer would be yes (those blatantly obvious yes questions). Then link the things you asked to your product. Here’s an example (ABOVE ON THE SLIDE)This opens your customer to buying your product because they have proclaimed that it is something they want. When a person makes a statement about something, they are pressured internally to remain consistent with it. That is great news for sales people.