Boosting Customer Confidence to Drive Business Results

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John and Harvard professor Srini Pillay M.D. discovered that the Prefrontal Cortex has complete access to all of the brain’s resources and is capable of making rational decisions. Even while staying alive is always the top priority, we may foster a relaxed setting that lets the buyer and the decision maker get into their rational faculties. There is an increased likelihood of trust between a customer and seller in a safe environment. You must convey in your conversation an appreciation for the buyer’s individual qualities. Inform the purchaser that you share the same predicament and goals. Taking this course of action will boost security and foster trust.

Recently, as part of my ongoing Lean journey, I’ve been giving special attention to the use of Lean in the realm of sales. Every salesman has wondered at one time or another how buyers make judgments and what they can do to sway those decisions in their favor. A combination of staff engagement, process acceleration, and congruence with Agile and Lean selling is what I found to be the answer when I dug deeper.

It could be intimidating to think about bringing all those pieces together. Okay, let me organize the research findings I have thus far. The modern consumer may be more well-informed than her predecessors, but she is still still human and hence makes choices in one of two ways. According to billionaire John Assaraf’s study, the reptilian brain is engaged in the first condition, and its primary concerns are survival, social connection, and a sense of purpose. The ability to think creatively, solve difficult problems, and come up with bold strategies is stunted in an organization with a pervasive culture of fear. Because of this, people’s thoughts revert to the reptilian part of their brains when they’re scared.

Agile’s role in this equation is unclear. We can’t let ourselves be distracted by the next shiny object if we want to remain nimble. In Toyota Kata training, attention and questioning are emphasized. Maintain your concentration. Being present in the here and now is what we mean when we talk about focusing. Focus on what the customer is saying rather than on your own thoughts. Do not waste time on trivial matters. To get to the bottom of a problem and its solution, the Toyota method also involves conducting in-depth interviews at varying levels of management. You may guide the customer to make complex decisions and feel like they own them by asking them questions. This method lessens the likelihood of regret after making a purchase and fosters personal development and leadership abilities in the workforce. To use an analogy from reality TV shows like Survivor and The Amazing Race, many decisions that consumers and employees face are like walking across a swinging bridge over a deep ravine. They have to feel secure before they can engage the area of their brain that is responsible for making good choices.

What steps can you take to make them feel comfortable making the change and going ahead with the decision? Clarity, a vision, evokes a response from the brain. The author of Smart Tribes, Christine Comaford, states that “an emotionally appealing goal, vision, and values statement will help you get engaged.” As a former salesperson and current trainer, one of the most important things I learnt was the need of establishing and confirming mutually understood goals. Using vivid language to construct an image for the reader is also crucial. This is why telling a tale can be so effective in business.

Lean manufacturing practices have been used for many years with remarkable success. Only recently, however, have businesses started implementing Lean in the realm of sales. Many people believed sales to be an art form that could not be improved by using the Lean methodology. Some people hoped that by using the most recent sales training program or customer relationship management software, they could fix their revenue issues. To be fair, Lean is applicable in the realm of business development. Using Lean does not necessitate a change in character on the part of the salesman. When you identify and improve your processes using lean tools, you are doing this. In order to succeed in today’s dynamic business environment, you must adapt to the ever-shifting needs of the market and your competitors. If you fail to meet a sales quota, you must investigate the underlying reasons why. It’s the procedure, not the employee, most of the time. Streamlining the procedure with Lean will quicken the outcomes.

With over 30 years of expertise in the field, Phyllis Mikolaitis is a sought-after sales coach, author, and speaker. She is committed to guiding you deeper above the surface level of standard “how to” courses, into the meat of persuasive strategies that use insights and tales to seal the deal.

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