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but at the same time is looking at his watch, the ceiling fan or doing something else.|but at the same time is looking at his watch, the ceiling fan or doing something else.
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Is he really interested? Does the non- verbal show interest and attentiveness in this case? Certainly not.|Is he really interested? Does the non- verbal show interest and attentiveness in this case? Certainly not.
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Openness and acceptance can be communicated through positive body language.|Openness and acceptance can be communicated through positive body language.
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Resistance and rejection can also be communicated with disagreeable body language.|Resistance and rejection can also be communicated with disagreeable body language.
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Some common examples of body language to look out for:|Some common examples of body language to look out for:
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One. A prospect sitting with crossed arms or crossed legs shows lack of openness.|One. A prospect sitting with crossed arms or crossed legs shows lack of openness.
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Two. Leaning forward shows interest.|Two. Leaning forward shows interest.
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Three. Facial expressions can also reveal buying or rejection signals.|Three. Facial expressions can also reveal buying or rejection signals.
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Our non-verbal behavior or body language is driven by our subconscious which reveals our thought process.|Our non-verbal behavior or body language is driven by our subconscious which reveals our thought process.
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Staring directly at your prospect could be taken as a sign of arrogance, aggression or rudeness.|Staring directly at your prospect could be taken as a sign of arrogance, aggression or rudeness.
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Having shifty eyes can communicate uneasiness or cunningness.|Having shifty eyes can communicate uneasiness or cunningness.
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Gazing at the ceiling or the fan shows a lack of interest or a noncaring attitude.|Gazing at the ceiling or the fan shows a lack of interest or a noncaring attitude.
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This can be interpreted as a lack of attentiveness or disinterest.|This can be interpreted as a lack of attentiveness or disinterest.
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Three. Body movements - Jerky movements show edginess and nervousness or even a lack of confidence.|Three. Body movements - Jerky movements show edginess and nervousness or even a lack of confidence.
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Five. Facial expressions.|Five. Facial expressions.
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Stiff or uptight expressions or smiling sarcastically gives a negative impression.|Stiff or uptight expressions or smiling sarcastically gives a negative impression.
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Six. Overall grooming - Professional appearance.|Six. Overall grooming - Professional appearance.
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You find professionals wear clothes that are not too trendy they dress conservatively.|You find professionals wear clothes that are not too trendy they dress conservatively.
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A financial planner or banker would generally come in a formal suit|A financial planner or banker would generally come in a formal suit
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or if it is too hot for the jacket, he would come in formal trousers, shirt and tie.|or if it is too hot for the jacket, he would come in formal trousers, shirt and tie.
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He would not be dressed in jeans and sports shoes.|He would not be dressed in jeans and sports shoes.
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Be observant about body language It will save you time and increase your chances of closing a sale. VERBAL:|Be observant about body language It will save you time and increase your chances of closing a sale. VERBAL:
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When dealing with another person, one’s tone should be pleasant and the pace of speech should be moderate - not too fast and not too slow.|When dealing with another person, one’s tone should be pleasant and the pace of speech should be moderate - not too fast and not too slow.
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Good sales professionals use words that are specific in order to ensure that they are transferring the same picture into the prospect's mind,|Good sales professionals use words that are specific in order to ensure that they are transferring the same picture into the prospect's mind,
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resulting in clarity of communication.|resulting in clarity of communication.
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Occasionally, Regularly, Frequently,|Occasionally, Regularly, Frequently,
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They create suspicion and hesitation in the mind of the buyer.|They create suspicion and hesitation in the mind of the buyer.
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Be careful of how you phrase your sentences, for example:|Be careful of how you phrase your sentences, for example:
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One. ‘My investment is lower,’ or ‘You could probably save more.’ Both these statements are non-specific.|One. ‘My investment is lower,’ or ‘You could probably save more.’ Both these statements are non-specific.
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or ‘This polish could save you time and allow you to use your time more productively.’|or ‘This polish could save you time and allow you to use your time more productively.’
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How much faster?|How much faster?
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All these words are confusing and end up creating doubt in the buyer’s mind because the same words mean different things to different people, which becomes an obstacle in closing a sale.|All these words are confusing and end up creating doubt in the buyer’s mind because the same words mean different things to different...
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Clarify vague statements that could have multiple meanings for example: It costs too much.|Clarify vague statements that could have multiple meanings for example: It costs too much.
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This could mean many things, such as:|This could mean many things, such as:
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One. I don’t have that much money. Two. this is not worth the price. Three. It is more expensive as compared to your competitors.|One. I don’t have that much money. Two. this is not worth the price. Three. It is more expensive as compared to your competitors.
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This one statement could mean anything. In order to be able to answer effectively, the salesperson needs to clarify|This one statement could mean anything. In order to be able to answer effectively, the salesperson needs to clarify
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by asking questions tactfully or through carefully worded sentences, for example:|by asking questions tactfully or through carefully worded sentences, for example:
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‘What are your other concerns?’|‘What are your other concerns?’
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At times, there are opportunities to get a commitment for a sales. Be sensitive to the clues.|At times, there are opportunities to get a commitment for a sales. Be sensitive to the clues.
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When you recognize the buying signals, that’s the time you may want to cut down your presentation and go for the close.|When you recognize the buying signals, that’s the time you may want to cut down your presentation and go for the close.
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Make the transition carefully and don’t be abrupt.|Make the transition carefully and don’t be abrupt.
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A good way of transitioning is to summarize the benefits (not more than three benefits at a time).|A good way of transitioning is to summarize the benefits (not more than three benefits at a time).
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Then start the paperwork.|Then start the paperwork.
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VERBAL BUYING SIGNALS|VERBAL BUYING SIGNALS
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The prospect starts asking you questions such as: Can I pay for this monthly? Can this vacuum cleaner clean the curtains also?|The prospect starts asking you questions such as: Can I pay for this monthly? Can this vacuum cleaner clean the curtains also?
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How much will it cost?|How much will it cost?
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When can I have the delivery?|When can I have the delivery?
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Can I have it delivered on Saturday morning? What kind of warranty/ guarantee do you have?|Can I have it delivered on Saturday morning? What kind of warranty/ guarantee do you have?
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Do you have any annual maintenance contract?|Do you have any annual maintenance contract?
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Can you show it to me again?|Can you show it to me again?
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Can you demonstrate it one more time?|Can you demonstrate it one more time?
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What kind of credit facilities do you give? Do you have any installment plans? How many colors does it come in?|What kind of credit facilities do you give? Do you have any installment plans? How many colors does it come in?
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Can I try it one more time?|Can I try it one more time?
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Positive buying signals are like green lights for you to go ahead, and the opposite is just as true.|Positive buying signals are like green lights for you to go ahead, and the opposite is just as true.
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Negative buying signals are your stop signs, which mean the prospect is telling you, ‘I am not convinced yet.’|Negative buying signals are your stop signs, which mean the prospect is telling you, ‘I am not convinced yet.’
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WHAT ARE REJECTION SIGNALS?|WHAT ARE REJECTION SIGNALS?
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Many times the prospect may not want to say ‘no’ directly, hence they may find alternate ways to express the rejection in a polite manner.|Many times the prospect may not want to say ‘no’ directly, hence they may find alternate ways to express the rejection in a polite manner.
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Some rejections may be for genuine reasons for instance, if he is genuinely over-stocked,|Some rejections may be for genuine reasons for instance, if he is genuinely over-stocked,
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Then it stands to reason that he has no space to put the merchandise even if you give it for free.|Then it stands to reason that he has no space to put the merchandise even if you give it for free.
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‘I want to think it over’ is often a polite way of saying, ‘I am not interested.’|‘I want to think it over’ is often a polite way of saying, ‘I am not interested.’
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VERBAL REJECTION SIGNALS. One. This doesn’t seem to be more reliable than my current system.|VERBAL REJECTION SIGNALS. One. This doesn’t seem to be more reliable than my current system.
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Two. Can you leave the information and I will call you later?|Two. Can you leave the information and I will call you later?
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Three. I don’t have any warehousing capacity for this merchandize. Four. I am sure your price will be the same a year from now.|Three. I don’t have any warehousing capacity for this merchandize. Four. I am sure your price will be the same a year from now.
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Five. I want to think it over.|Five. I want to think it over.
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A sudden change in behavior or body language may reflect a change in attitude - a non-verbal rejection.|A sudden change in behavior or body language may reflect a change in attitude - a non-verbal rejection.
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Whenever a good sales professional sees or hears rejection signals he realizes that there is a lack of interest from the prospect|Whenever a good sales professional sees or hears rejection signals he realizes that there is a lack of interest from the prospect
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and he needs to take a decision either to resell,|and he needs to take a decision either to resell,
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Reschedule or remove himself from in front of the prospect.|Reschedule or remove himself from in front of the prospect.
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One needs to be sensitive to both verbal and non-verbal signs upon observing rejection signals. A salesperson could say something to the effect: One.|One needs to be sensitive to both verbal and non-verbal signs upon observing rejection signals. A salesperson could say something to the effect: One.
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‘Mr Prospect, it seems that something is disturbing you. Could I request you to share it with me?’|‘Mr Prospect, it seems that something is disturbing you. Could I request you to share it with me?’
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Two. ‘Inadvertently, if I have made any mistake, I seek forgiveness.’|Two. ‘Inadvertently, if I have made any mistake, I seek forgiveness.’
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Three. ‘I apologize, but could you share your concerns?’|Three. ‘I apologize, but could you share your concerns?’
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A good sales professional is like the driver of a car.|A good sales professional is like the driver of a car.
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He sees the traffic signal and understands that when it is a red light, it’s time to stop when it is green, it’s time to go.|He sees the traffic signal and understands that when it is a red light, it’s time to stop when it is green, it’s time to go.
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A sharp salesperson needs to recognize buying and rejection signals depending on whether they are red, yellow or green.|A sharp salesperson needs to recognize buying and rejection signals depending on whether they are red, yellow or green.
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DON’T USE JARGON|DON’T USE JARGON
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Use layman’s language or commonly used words.|Use layman’s language or commonly used words.
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When you go to buy a computer, notice how often you'll walk away from a shop after a salesperson has bombarded you with a lot of technical information,|When you go to buy a computer, notice how often you'll walk away from a shop after a salesperson has bombarded you with a lot of technical information,
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and you're left more confused.|and you're left more confused.
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A salesperson may ask how many megabytes or gigabytes you want in a storage device.|A salesperson may ask how many megabytes or gigabytes you want in a storage device.
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Only a techsavvy consumer can understand this the prospect may not understand this and he only needs to know if it can store two thousand A-four size pages.|Only a techsavvy consumer can understand this the prospect may not understand this and he only needs to know if it can store two thousand A-four size pages.
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Don’t use jargon unless you are speaking to someone in your own profession.|Don’t use jargon unless you are speaking to someone in your own profession.
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WORDS THAT CREATE OBJECTIONS OR RESISTANCE|WORDS THAT CREATE OBJECTIONS OR RESISTANCE
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Prevent objections by choosing your words carefully: One.|Prevent objections by choosing your words carefully: One.
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Nobody likes to be sold something as it implies a lack of control ownership gives control and pride.|Nobody likes to be sold something as it implies a lack of control ownership gives control and pride.
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Two. Don’t use the word ‘sign’ Replace it with,|Two. Don’t use the word ‘sign’ Replace it with,
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‘Can you confirm this order?’|‘Can you confirm this order?’
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Three. Avoid the word ‘contract’.|Three. Avoid the word ‘contract’.
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People are afraid of this word as they do not know what they are getting into they feel as if they'll need to bring a lawyer into the discussions Replace it with,|People are afraid of this word as they do not know what they are getting into they feel as if they'll need to bring a lawyer into the discussions Replace it ...
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‘Let’s get the formalities paperwork agreement out of the way.’|‘Let’s get the formalities paperwork agreement out of the way.’
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Replace them with the word ‘investment’.|Replace them with the word ‘investment’.
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For example, rather than saying ‘after you pay’ or “your cost will be so much,’ you can say ‘your one time/monthly investment would be X’.|For example, rather than saying ‘after you pay’ or “your cost will be so much,’ you can say ‘your one time/monthly investment would be X’.
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Why?|Why?
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On the other hand, ‘investment’ implies that the person is getting something back in return and the truth is they are.|On the other hand, ‘investment’ implies that the person is getting something back in return and the truth is they are.
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Everybody wants to be an investor there is pride in being an investor.|Everybody wants to be an investor there is pride in being an investor.
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Who wants to be a payer?|Who wants to be a payer?
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Five. The one phrase which I use regularly and which I have found to bring about positive feelings and progress in a discussion is:|Five. The one phrase which I use regularly and which I have found to bring about positive feelings and progress in a discussion is:
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“Let me share with you some information that has been helpful to many people such as yourself.’|“Let me share with you some information that has been helpful to many people such as yourself.’
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Isn’t this better than simply saying, “Let me tell you about my product’?|Isn’t this better than simply saying, “Let me tell you about my product’?
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DO NOT USE PHRASES AND QUESTIONS THAT ARE HARMFUL, SUCH AS: I will try to|DO NOT USE PHRASES AND QUESTIONS THAT ARE HARMFUL, SUCH AS: I will try to
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