Use empathy to Increase Sales

Also called interpersonal intelligence in the theory of multiple intelligences of Howard Gardner, The Empties is the cognitive ability to perceive what another person can feel.

Within the concept of Emotional Intelligence, Empathy is essential if confidence in our customers.

Empathy means having the ability to understand the emotional nature of others, even when their views are radically opposed to ours.

A person who is "Empathy" has a certain ability to treat people according to their emotional reactions.

When we, as sellers, show empathy, customers perceive it. This perception is carried out both on a conscious level (what we say and how we act) as a subconscious level (tone of voice, nonverbal language, etc ... ). When someone shows empathy, we tend to open up more to that person.

I'll give you an example. Imagine your favorite supply company may be telephone, electricity, water, gas .... not matter because they all have a customer service greatly improved. When reporting a problem, if the person you cared you have faced or has been on the defensive, this will arise in you a feeling belligerent.

Surely at some point also, could you lose patience, (easy ...). However, what ever happened to you to find a person who has listened carefully to you and you said something like "I understand" ? When this happens, our aggressiveness generally low. Our brain no longer perceives a threat. We have just run into Empathy. Someone understands us and come back on the path of peace ...

Ojo, empathy is not "give the reason." Empathy is about putting yourself in the other person and give the impression that he wants to help solve your problem.

Here are some examples that we can find for a business process, and how we can assert of Empathy.

In these discussions, some complaints from customers and then the response of a mediocre business and commercial Empathy.

CUSTOMER: "I always arrive late orders."

MEDIOCRE BUSINESS RESPONSE:

"Sorry, that's not my department, call X". (This sounds like you do not want problems, find life is the client).

"It's the first time I hear it in so it will be by ....". (Excusas. ..)

"If it were their orders on time, will come before" (The answer seems ridiculous but it is difficult to hear terrible things like this every day in any business. This commercial is facing his client.

"If but ......" (Add here what you want. The word BUT, is the negation of empathy. When you use it you mean "Mr. Customer, I do not care what he tells me nothing, now I'll tell you my point of view." The word is synonymous BUT BUT HOWEVER IF ... they all mean the same and all are the opposite of empathy.)

RESPONSE TRADE TIES:

"I understand that the arrival of orders are affecting you. If I may, let's see the details of the case and I am committed to see how I can stop this situation, or at least give a reason about why it happened."

This is just one example of course. In this example, the business is doing several things right:

- Show empathy, primarily because it does not make excuses, does not face the customer and show understanding.

- Shows humility but IN NO EVENT agrees, and we forget, the customer might not be right, is in arrears in their payments, have done wrong orders, etc. .... But what the business is committed to understanding what the problem is that in one way or the other is negatively affecting the customer.

- Give your customer support. You might not get to fix the whole problem but when a customer is given a compelling reason, much happier than when he tries to avoid stalling.

As we can see the commercial in this case becomes an accomplice of the customer.'s Going to help solve a problem. It is sympathetic to him and has the opportunity to study why and to put a remedy.

This commercial will be seen as someone caring, attentive and helpful, a partner that adds value.

If the commercial is coming tomorrow and tells the customer that the fault is indeed the latter, he will be much more willing to understand the business and turn about two people trying to solve a problem rather than two people in a dispute see who is right.

NOTE: If you want to know more about the word BUT and how to avoid it, join the free course: Commercial Challenge 30 days.

Nonverbal Language of Empathy.

A gesture very useful to show empathy is tilting her head and make small nods from time to time. It will be very useful to negotiate because the person before us we are not perceived as a threat but as someone who wants to help.

1) The settlement: Nodding slightly (up and down like he was saying yes), is equivalent to the level of subconscious communication to be really saying "yes." So much so that deaf, dumb or blind from birth is also done and therefore it is thought that this gesture is innate. This settlement is also the equivalent of a poorly developed health. It is a powerful tool of persuasion. If while listening nodded in groups of 3 or 4 moves at regular intervals, some research shows that our party will speak in turn 3 to 4 times. Therefore, our partner can give us more valuable information will then be facing closure. Please use this weapon along with the silence and see for yourself its effectiveness.

Highlight the following: - The positive feelings have this effect and vice versa. It is also contagious (like a yawn). Therefore, if we can get our interlocutor starts to nod, will have a positive predisposition towards us and our product / service.

2) tilt your head: This gesture, leaving the throat exposed is a reassuring signal to our party (we are no longer a threat) and shows that we are interested in it. It is a sign to show interest innate widely used not only by humans but other animals, especially dogs. The women used to show interest in men they like, and that's why in business settings, women must be cautious with this position. This position is very useful in presenting the public with open palms upward.

THE DRAW? A requires maturity. IF YOU HAVE NOT YOU CONSIDER THAT ARE MATURE UNTIL TOMORROW TO WORK ON IT.



Roberto MENENDEZ

www.coachingcomercial.com

If you are interested in improving commercial and trading tushabilidades, join the free course MENÉNDEZ Method - 30 D Business Challenge? AS in:

www.coachingcomercial.com/reto-comercial-30-dias