How To Present Solutions To Customers In The Most Effective Way
By John Burwell, Jr., Service and Sales Coach
Quality delivery of the information we gather during our discovery step of the Service/Sales process can make or break the call. How you educate the client as you sit at the kitchen table to deliver the options is one of the most import aspects in the delivery step.
It's critical that your client understands what you are telling them. Let me ask you then, how do YOU learn? Studies have shown that as high as 80% of people are visual learners. Keeping that in mind we need to make sure we are educating our client on their situation and solutions in the most effective way possible, while still respecting their time.
Here are some key things you can do to utilize visual learning tools to help clients increase their understanding.
- Take and share photos with them
- Draw pictures
- Take them to the issue and show them
- Demonstrate with pieces and parts from previous jobs that are similar
- Use descriptive words that paint a pictures in their mind
As you are doing this pay attention to the non-verbal signals that indicate they are getting enough information to make a decision. Be sure you allow brief pauses for them to process and not to become overwhelmed. Here are a few of the signals to look for.
- Nodding their head
- Agreeing with you
- Showing interest in the visual you are using
- Asking you questions
If you are not getting much interaction from them be sure to check in with a question such as:
- How does that sound?
- What do you think of that?
- What questions do you have for me?
Becoming effective at using the visual tools outlined here will help you give a stronger service experience to your client as you assist them in their investment decision.