COMMUNICATION: THE 4 C’S – COMPASSION
For sales professionals – everywhere
This is the third installment in the series on Communication. The last one was about Courage – the kind of fearless, bold bravery that you need to ask buyers questions that will direct their actions to either buy today or to make an appointment with you to buy at a later date. If you missed it, please check it out.
This installment may seem like the opposite of Courage, as it’s about Kindness and Consideration for another human being – the buyer. I think to be a really good and consistent sales professional, you need a combination of both – Courage and Compassion.
Compassion occurs when we are not FEELING compassionate. When the other person is behaving badly or not doing what we want them to do. Compassion is the grace to understand what the other person is experiencing and bringing LOVE and empathy to the interaction. Lou Holtz once said: “When people need love and understanding the most is when they deserve it the least.” Compassion is all about us and our ability to be generous to someone who is taking a long time deciding, someone who doesn’t communicate as well as we do, who is afraid of making a bad decision so elongates the process of making any decision. Compassion allows us to use the words ‘I can appreciate’ and ‘I understand’ and truly mean them.
When we LIKE someone, it has a lot to do with them – their personality, the similarities with our own behavior and choices.. When we bring LOVE to the interaction, it’s all about us and our ability to put kindness above all else…and to bring the kindness of directing the other person through a challenging decision making process so that they are grateful and satisfied when the process is over.
If you are good at Courageous Conversations, then Compassion is likely something you need to practice. Open your heart to experience the human-ness of the other person and see what develops. And let me know….I’d love to hear from you.
Stay tuned for the next Communication C: Commitment
Now, go sell something!
Evaluating B-A-D-A-S Questions to determine outcome
For home furnishings showroom sales professionals and sales leaders everywhere
In the last installment in this series on Creating Urgency, I spoke of 2 actions and areas that will allow you, the seller, to ascertain where the buyer is in their buying process. Knowing where your buyer is at can determine if there is going to be a sale today or if you need to work toward getting an appointment. Your first action is asking the BADAS Questions of each and every customer, each and every time!
I have written about the BADAS Questions often and have reconciled myself to the fact that I will be teaching them until I stop teaching designers and salespeople how to make more money. The basics NEVER go out of style! Now, let’s take a look at how the BADAS Questions relate to the sense of urgency and the buyer’s motivating factors.
B = Budget
Budget is what the buyer is EXPECTING to invest in the item or the room at this time. This number (and there is a number) may be reasonable or unreasonable and may include more than just the item or items. This number may include contractors or other vendors and is really just the start of what the actual number will be. But it’s a start. And that’s how to relate to it and relate that to the customer. If you are in ‘the ball park’ say so. If theirs is not a reasonable number, ask your client how they arrived at it and what they expected it would include. If their answer is also unreasonable, know that it might just be that they are early in their process and don’t know better…yet. And please, please don’t take it as a personal offense against you. Ignorance isn’t stupid and it isn’t mean. It’s just that they don’t know better…yet.
The accuracy of this number to the reality of what it will take to purchase is an indicator of how able they are to buy now. If it’s realistic, then it’s a GREEN light to move forward.
At the end of the BADAS questions you want to see how many red or green lights you have – to either move to the close or the contract or to move to the appointment.
And, these questions are not asked in this order necessarily. They are MEMORIZED in this order so that you remember to ask them, each and every customer, each and every time.
Next time, A = Availability / Time frame.
Now, go sell something!