Trust is the element that allows us to maintain long-term relationships: friendship, a marriage, a service contract, etc. Without this element, a buyer can close the door to us prematurely, postpone their purchase decision, accumulate "buts", or throw a well-known phrase: "any little thing I'm calling you. " etc. But what makes it possible to conquer that trust? There are multiple ways or ways to gain customer trust.
- Really interested in the buyer's problems, in their real need. This means: a real interest based on appropriate questions that allow us to understand the need to be solved, confirming assumptions through re-questions, taking note of the data or facts that the client manifests, but also full attention with our whole being and non-verbal language ("Do not look at the clock"). Show elements that make tangible or demonstrate those proposed benefits, for example, experiences with other clients. Some products require free test times, "demos", "samplers", pilot tests, or also, cite customer names as "references", and why not, provide names or contact information of buyers. Comply with small agreements.Every long-term relationship is based on the sum of small agreements, for example, we cannot win the trust of the client if we tell them that on Monday we will send them a quote, and we do not do it until two or three days. Search and clarify any questions. Sometimes it is intended to answer doubts, and the question is asked at the end: any questions ?, and usually the client, in order not to feel silly, says that he has none. But if you can ask: do you think the test / implementation / collection / billing process is according to your expectations? Inform of the existence of other products.It may be the case that the product we are offering is not according to the real need of the client. Then we can be free to state that we will not be able to satisfy that need, but another product that our company does not could. It is to be hoped that contact will not be lost, as the need for our product may arise in the future. Demonstrate real knowledge of what is offered. The greater mastery of a topic or product produces a strong conviction in our discourse, and this in turn produces greater credibility, which is what really generates trust. Note:The conviction that we have on a product or on any subject, is evident in a forceful message that is accompanied by the tone of voice and gestures. Be honest in recognizing what is not known (and not inventing). Again, sincerity must prevail to the point of recognizing that there are issues that are not mastered, but you could come back soon with an answer, or bring a specialist on the subject. And what happens when we have already delivered the product or service and it has "flaws" and a satisfactory response to the customer is postponed?As hours or days go by, customer dissatisfaction increases, as their uncertainty about whether or not they will receive a solution grows. It is preferable not to charge for that service, replace the failed product (and with a "plus" at no cost) or also be sincere in reporting the delay, and with a formal communication acknowledging the error and the way to compensate it.
Finally, if our company has a very well-defined sales structure, but the salespeople, supervisors or managers do not seek or cultivate trust in the entire sales process, ground is lost in business relationships, and spaces are left for another seller or manager of another company that may be gaining our client based on trust. Do you remember any case that happened to you, within the mentioned points? Or perhaps other aspects that may be missing?
