To think some of these sales techniques are obselete?

[ethelfleda]

Or at least will be?
Does anyone still use these and find them effective? Things such as NLP, ‘mirroring’ body language, certain language use or using postures of power etc etc
As society has become more modern, surely effective sales techniques will change too? I cringe at the thought of someone trying to sell me something by trying to use some kind of pseudoscientific mind control!

I will caveat this though by saying that I am not a sales person so could be talking out of my arse.

We did some communications training last year at work that may or may not be bollocks, but certainly has changed (IMO, improved) the way we communicate with each other and customers.

We were split into four types of people by what we prefer communications wise:

• just the headlines - e.g. don't want endless facts, just brief info
• details oriented - want lots of info and private time to digest it
• people oriented - want to buy from a person/relationship
• comfort oriented - more likely to be happy if treated well

We realised that most salespeople are the third type, and they try to treat everyone else like they're the third type too - which fits very badly with the other personality types, especially the details people!

They're the epitome of the kind of person who will see someone has made an email enquiry, but insists on picking up the phone!

We've actually started 'mirroring' customers behaviour more, in the sense of recognising what they want in terms of interaction and meeting that, rather than being one size fits all.

Could be pseudo bollocks, but I like it!

thecats I think that actually sounds really good. Mainly because it isn’t based on the assumption that everyone is exactly the same and can be ‘convinced’ in the same way!

I'm a details person. I DETEST it if I've emailed someone asking for info and they phone instead. I email becasue I have a hectic life juggling work, kids (1 with SEN) a dh with a chronic medical condition and elderly in laws. I am usually not able to focus on something on the phone.

I hate it when someone calls me to answer an email too!

We have a staff member who was struggling to get tasks done as quickly as others.

Team leader had a quiet word, and he was cheery about the situation. "Well, I'm calling her every day, but you know how hard it is to get through sometimes, as soon as I have the information it won't take a minute."
"Yes, but the customer in question has emailed."
"Oh yeah, but it can take a bit of back and forth over email, so it's quicker to call."
"Ok, well email her now please."
Customer gets back to us by lunchtime in an email, issue quickly resolved!

Sales instructors need to learn that for as many you win by calling, you will LOSE those who you didn't respect the preferences of!

The mirroring and posturers of power sound weird and offputting.

I don't like being phoned when I've asked for written information. I want to read and compare and have any vital details like price and contract length written down to ensure no mistakes or misunderstanding.

Obviously it is in the seller's interest to verbally bombard people with figures because the know almost no-one will take them down and assess them accurately in order to make an informed choice, so it will increase their chance of upselling.

Which brings me onto upselling, false, over familiar small talk and chasing people round shops in a pretence of 'helping' them.

Shop manager type people: NO ONE LIKES THIS. STOP MAKING YOUR STAFF DO IT.

In my current role (I’ve not been working here long) I may be providing assistance and suggestions for training for sales people. I have never worked in sales before and so I try to imagine what the client would feel like!

My point is that the millennial generation are now starting to move up into management and become the decision makers - millennials in general don’t seem to trust traditional selling techniques and ‘handshakes on golf courses’ type stuff!

I'm another who hates being phoned when I've enquired via email - esp. when I've asked them to reply via email only.
I hate being obliged to give a phone number. I have been known to make one up since I do not want them ringing me!

Me too getting

I had a boss who made me cold call customers who were on our database for mot and services due. Half the time they'd already sold the car. I must have made hundreds of calls and never got one appointment, people hate being cold called. Does it ever work? The amount of companies that do it would suggest it must?

I used to cold call customers but it was very highly targeted.

So Mrs Jones of the WI who last year ran a WI trip to the BBC Good Food show might perhaps like to run another one this year to Gardener's World.

Or the Brownie leader who ran a trip recently to see Disney on Ice might be really happy to know that (insert whatever spin off show 7/8 year olds are into at the moment) is about to go on sale and she can reserve tickets now before they sell out!

PGqio - now thats the kind of cold call I personally wouldn't object to. As long as the database was kept up to date and it was a simple thing to say, sorry I don't have that car any more I'd be grateful of a quick reminder as long as I could get back to you with suitable dates to book in later.

I hate when they ask your name and then you can see their brain making a concerted effort to remember it using whatever stupid vegetable technique they learned on training day and then they deliberately use your name over and over (usually wrongly) as some sort of seduction tactic.

Cold calling is notoriously unreliable. Im surprised many companies still do it! Surely targeting on social media is more effective?

I prefer to communicate in writing by email, rather than by phone.When I have to give my phone number, I use my area code followed by six zeros!!! LOL

@thecatsthecats

Considering your potential customers' way of working seems very sensible.

I would fall into the details oriented camp too. I used to buy IT equipment for a large company. Most salespeople were reasonable and provided the information I needed (by email) and left us to consider. I did have the occasional salesman who were so keen to earn their commissions that they thought daily phone calls would help me make my mind up. In reality, it never helped their bid win - it was all decided based on price and the merits of their equipment. In one case, a salesman persisted in calling me so much that I told him that if he called me again before we had made a decision, I would remove his company from the list of suppliers. Amazingly, he called again within a few hours. His company was removed from the list of suppliers.

If someone follows me around a shop, or several staff approach me in a short time I will tell them I was trying to browse but don't want to be pestered and then leave and go elsewhere.

Similarly, if I fill out a contact form that will not let me complete without using a phone no. even a made up one, I will go to another company that answers by e.mail, or see if they are on Facebook and message them there if I really need to deal with them for some reason.

Trying to force me to buy something will result not only in failure but in a refusal to ever deal with the company again.

I can't stand over-attentive shop assistants. I know they've been told to do that by their managers but I still find it really off-putting. Upselling as well, and being asked if I want their promotion items at the till. If I wanted them, I would take them and try to buy them.

Aargh I hate being followed around a shop, if I want help I'd ask for it!

I used to work for a high street bank as a cashier and I was made to try to sell credit cards or make referrals for remortgaging/whatever whilst serving the customers.
It was not easy trying to discuss personal details through a thick glass partition in an echo-filled banking hall with a massive queue. It made me feel uncomfortable as well as the customer who just wanted to pay in some cheques!
I hated doing it and would avoid doing it and then get hauled over the coals by my manager about my sales figures

There are some industries where calls need to be recorded for your protection so sending information by email is not possible as e wry thing needs to be discussed and recorded

NLP is not one size fits all. It stresses paying attention to others and their thinking styles, so that communication can be effective. It is NOT about rail roading people into buying things!

I'm laughing at the idea that it is 'not possible' to communicate by email because calls are recorded. Of course, an email trail is far better than a recording that only one party to the conversation has.

I would avoid any company that claims that it has to use phone calls by law. Instead of written information? Really?

Re upselling. My dd works in retail, and the assistants have to try to up sell, and get told off if they don't. So customers, be nice and just say no thanks.

Yes really. My company is number 1 in its field and all conversations must be had over the phone so that they are recorded for everyone’s protection. Under GDPR you can ask for a copy of the call if you wish.

all conversations must be had over the phone so that they are recorded for everyone’s protection. Under GDPR you can ask for a copy of the call if you wish.

I had a problem with a major insurance company. When I requested copies of the relevant phone calls to help my case with the ombudsman, they took 6 weeks to produce 2 out of 4 , "unfortunately " there had been a problem with their equipment ! The copies I did receive were next to useless with all the key points being unintelligible . Call me a cynic , but it's email every time for me . These phone recordings are totally for the benefit of the company .