English
Approximate reading time: 2m 5s
Have you ever found yourself telling a client, perhaps even a potential one, something along the lines of - “You need to do this”
Most salespeople will admit that they have done this. Sometimes the client's need is so obvious that they cannot stop themselves.
This is not good. By using such phrases, the chance of persuading the client is minimal; more likely, you will trigger the psychological effect of “resistance,” which could be fatal for your sale.
Psychology defines resistance as a reaction caused by a feeling of threat to, or loss of, an individual's freedom of action. Any forceful attempt to persuade, whether in sales or in another field, can provoke resistance. A person pulls back, sometimes hastily, even irrationally, thinking, “You're trying to make me agree, but YOU CAN'T!” It may sound childish, but this is the reality of human psychology and the way people's minds work; your clients are no different.
Rejecting Confident Advice
An experiment at Duke University illustrates resistance in action. The researchers present two photos to the participants and ask them to choose one of them. They tell them that in another room they have a “teammate,” from whom they receive a note.
The notes for some of the participants are written in a very confident tone - for example: “I think we should both choose picture A.” The others receive notes that sound more hesitant and uncertain: “I would prefer A” or “I think I like A more than B.”
The results: Participants are twice as likely to reject the confident advice and agree with the more hesitant one.
This is a perfect example of resistance. People interpret confident statements as an attempt to restrict their freedom of action. That is why they take the opposite position - not because they like or dislike A/B, but to stand up for themselves.
Since resistance is triggered by emotion, not reason, it can ruin decisions even when they are in the buyer's best interest. It's complicated - successful salespeople are confident in themselves and in what they sell, and they know it is important to be seen as an authority. At the same time, however, they must not appear as if they are imposing their opinion.
Preserving Freedom
There are several steps you can take to preserve the buyer's sense of freedom and avoid resistance:
- Offer multiple choices. Present the pros and cons of each. You could express your preference, but do so in a way that confirms to the buyer that the final decision is entirely theirs.
- Use tentative, non-binding language when presenting your recommendations.
By tentative language, consider:
- “Based on what you are telling me, I want to suggest a few solutions that may be of benefit to you. Of course, the choice is yours. "
- “If you allow me, I will get back to you with a few more options and to get your feedback.”
With language like this, you acknowledge the client's freedom of action. Buyers feel less pressured and more often think: “This is a salesperson I want to do business with.”
For more techniques for dealing with customer resistance and how to avoid categorical refusals, enroll in the e-learning “Customer Management”, as well as the Academy “Techniques for Personal Sales”.