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Newsletter: Volume 1, Issue 1
How many times have you been introduced to someone and then immediately forgotten their name? Too many, if you’re like most people.
Why is this? In my opinion, it’s because their name never really registers with us to begin with.
Remembering, according to memory expert Harry Lorayne, is a process of association. Pictures are remembered better than corresponding verbal labels.
If, when we meet someone and get their name, we associate it with someone else with that name or conjure up a mental image, it will be much easier to remember. If it’s an unusual name, and there are certainly plenty of them around these days, I suggest you play around with it until you get it. Ask them to spell it. Write it down if need be. We remember things in our own handwriting better than off the top of our heads.
Dale Carnegie in How to Win Friends and Influence People said “remember that a person’s name is to that person the sweetest and most important sound in any language.” People with difficult names to pronounce or spell often say they don’t mind when the pronunciation or the spelling gets butchered. But often, deep down, they really do. Imagine how much they’ll appreciate you if you pronounce or spell their name correctly! They’ll sit up and take notice of your thoughtfulness. They’ll feel appreciated a whole lot more than if you continue to bungle their name.
Outside Sales Reps
Mark McCormack, the late agent to Tiger Woods said about listening, "In selling, there is no greater asset."
An acquaintance of mine recently wrote me that "I still remember when we were looking for a house, and the realtor showed us many (many) wrong homes — simply because she was not hearing what it is that my wife and I were looking for. Needless to say, we engaged a different realtor!"
Telephone Sales Reps
I used to sell safety products over the phone. A fellow salesperson wasn’t listening on a call when the prospect brought up a fatality! Obviously, he didn’t get the sale. He probably would have if he had listened and empathized with the safety director he was speaking with. People want to be heard. It makes us feel important.
I recently spoke with James Pratt, the executive director of the International Listening Association. When the conversation got around to selling, he said "Listening is what sales is all about. It’s the primary communication skill. You usually think that making sales pitches is the (key) skill but if you don’t listen, they don’t do any good."
Customer Service Reps
Don’t let your emotions get the best of you. When dealing with irate callers, be professional. Listen and empathize. Respond to customers and prospects with positive language to meet their needs. Demonstrate commitment to solving their concerns. Determine the best solution for the customer and your company. Express your appreciation of the customer, even when they are dissatisfied.
With a focus on practicing these skills, this will enable you to decrease customer dissatisfaction through your ability to help them find a solution. If you frequently handle callers that are angry or disgruntled, perhaps your company is not communicating effectively in their marketing efforts. Is your company selling "vaporware," annoying customers? If so, you might want to see about finding another company to represent.
Posted by frank on March 5th, 2007 under Newsletter
