| The "Quiet" Strategy |
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If you know me personally, than you are aware that I like to talk. No, correction. I LOVE to talk! When I was a child, it seems I was regularly in trouble at school for talking too much. At home, I would boss around my older sisters to get them to comply with my many demands. My parents had to practically put a muzzle on me. At some point in my life, I decided that I could take this verbal handicap and transform it into a lucrative career! And I truly enjoy what I do. Either I'm selling, or I'm speaking to groups. Either way, my tongue is moving and I'm having fun. Now, what does that have to do with being quiet? Well, it's taken awhile, but at some point, I figured out that silence, especially when dealing with an objection or challenge, is often the best way to handle an uncomfortable situation. For example, just the other day, I was ready to wrap up a rather nice five-figure deal. The client was all set to go. Then, the dreaded email came in. The one that mentioned that a competitor had something they were interested in receiving (and a product we don't offer at SalesPEAK.) My first reaction was "Oh, Maaannn!" (Picture that a bit whiney.) I wanted to shoot off an email telling him the five reasons he didn't want to do business with this competitor. How we are so much better, yada, yada. Instead, I waited. I thought. I strategized. I knew that if I could get him on the phone, talking, than the likelihood of closing the deal was far better. So, that's exactly what I did. I called. You know how much I love to talk, you probably anticipated my blathering about how, even though we don't offer the product add-on he wanted, he should go with us because... Instead I asked one, just ONE strategic, well-thought-out question. It was, "So, tell me about the X." Then, I shut up. I listened. I didn't interrupt. He explained why they wanted the product, how important it is to them, and then he did just what i wanted him to do. He said, "You know, Renee. I guess it really isn't that important for us when it comes right down to it." All I could do was smile into the phone...and agree. He was perfectly right. I closed the deal on the spot. Now, most salespeople would have been temped to email him back. Telling him "no, but". It wouldn't have worked. So the next time your customer offers up an objection, whether in email, in person, or on the phone, remember this: be quiet. It may just help you close the sale! (c)Renee Walkup, All Rights Reserved, www.salespeak.com, 678 587-9911 |
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