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Susan knows how to make cold calls, follow up on leads and referrals, and provide excellent client service. Yet she’s amazed at how much more successful her colleague Michael is. She puts much more time and effort into her work than it appears Michael does. She wonders what is missing in her approach.
The key difference between Michael’s and Susan’s approach is Michael has trained himself to be an “active listener.” He uses the sales TRIUMPHS model to help him maximize his sales deals. The model works for virtually any product or service. Here are the components of your sales TRIUMPHS.
T: Treat your client with respect and value. Developing a rapport with the prospective client is a crucial first step. Smile, position yourself at the same level (sitting or standing, depending on what the client is doing) and slightly lean toward the client, maintaining eye contact. Make sure your cellphone is on silent, and you give undivided attention to the client.
Don’t shuffle papers or start thinking about your response. Just listen. Don’t think you need to answer immediately. It’s OK to say, “That’s a great question. Give me a day or so to research our products to find the one that precisely addresses what you asked.”
Some prospective clients can be long-winded, nervously asking a lot of questions, especially with expensive products. Cutting off a speaker may prevent you from developing the rapport you need to cultivate with the client. Always give the speaker the courtesy of finishing a point before you interject yours.