Pushing products and services onto customers is the wrong way to view sales. Instead, we should think of it as creating a meaningful connection and providing value. To promote these goals, we must recognize the distinction between what a customer wants and what a customer truly needs. This nuance is crucial for your salespeople, as it not only demonstrates their genuine interest in helping your customers beyond ringing up a sale, it also showcases their expertise. By taking the time to listen and comprehend customer needs, your employees can save your clients from the frustrations of buyer’s remorse and, even more importantly, build trust in your business.
Listening for Comprehension
Listening to customers and taking the time to understand their needs is the foundation of demonstrating genuine interest. When a salesperson actively listens and asks pertinent questions, it sends an unmistakable message that he or she cares about their customers’ well-being. This way, salespeople can tailor their approach to each individual customer, treating each with respect. Really paying attention creates a genuine rapport that will be unique to each individual.
Showcasing Expertise
A clever salesperson recognizes the different between wants and needs; moreover, he or she also possesses the expertise to guide the customer into making informed decisions. Customers may come to your business with preconceived notions about what they want, but oftentimes those desires don’t actually align with their needs. As a sales professional, your employee is positioned to offer his or her knowledge and insights to aid customers into making the most rational choice. This not only prevents customers from making purchases they might regret, but it also positions the salesperson as a trusted advisor to rely upon.
Avoiding Buyer’s Remorse
Another key benefit of uncovering the customer’s needs is preventing buyer’s remorse. When customers are guided to the products that genuinely align with their needs rather than what they think they want, they are much more likely to be satisfied in the long run. This satisfaction fosters positive feelings towards the salesperson and, even more importantly, enhances the reputation of your business. That’s the best way to create customer loyalty, as positive word-of-mouth will generate referrals and higher retention rates.
Showing a genuine interest in the customer’s needs, demonstrating expertise, and saving people from buyer’s remorse means that the distinction between what a customer wants and what a customer needs far more than a minor one. It’s huge! If you want to build trust between your customers and your business, you need your employees to listen and guide your clients carefully; there’s no better way to create lasting relationships, fostering customer loyalty and driving long-term success.
Regrettably, trust is in short supply these days. Taking the time to care will make a profound difference for your business. So, if you’re ready to usher in a paradigm of trust, [let’s have a conversation today][1]. The Brandt Group is your partner in training your employees and evaluating the successes of your sales and customer service initiatives. Our clients have been leveraging our leadership courses and mystery shopping for over 30 years. It’s your turn.
