Trust and affinity are crucial elements in the sales process. Not only do they determine whether a customer is willing to build a relationship with a salesperson, but they also directly influence the customer's purchasing decision. Sales relationships that lack trust and affinity are often difficult to last and can easily lead to dissatisfied customers. Therefore, building trust and affinity is a skill that every salesperson should master.
Four levels of building trust and affinity.
1.Personal image
a.Professional Attire: Dress is an important part of a person's appearance. Neat and professional attire can make customers feel the professionalism and reliability of the sales staff, and increase the customer's trust.
b.Smile communication: Smiling is an important means of building affinity. By smiling, salespeople can send a friendly, gracious message that makes customers feel comfortable and relaxed.
c.Body language: Body language can convey a lot of information. Salespeople should pay attention to their body language, maintain an open, confident posture, and show a positive mental state.
2.Communication skills
a.Listen to the need: Effective communication is not just about speaking, but more importantly listening. Salespeople need to listen carefully to the needs and problems of customers, understand what customers really think, and better meet their needs.
b.Articulate: When communicating with customers, salespeople need to make sure that they are clear and accurate to avoid ambiguity and misunderstandings. This increases customer trust in salespeople.
c.Positive feedback: When a customer asks a question or problem, the salesperson should give positive feedback, affirm the customer's question and give a reasonable answer, and enhance the customer's confidence.
3.Expertise
a.Familiarity with the product: Salespeople need to have an in-depth understanding of the product or service they are selling, including functions, features, benefits, etc. In this way, we can provide customers with accurate and professional answers and recommendations.
b.Problem solving: Customers often encounter problems or concerns when purchasing a product or service. Salespeople need to have problem-solving skills and be able to provide practical solutions based on customer needs.
c.Continuous learning: Industry knowledge and skills are constantly evolving and changing. Salespeople need to keep up to date with the latest product information and technology trends to stay ahead of the curve in the industry.
4.Follow-up services
a.Follow-up care: After the sale is completed, the salesperson needs to keep in touch with the customer, proactively ask about the customer's usage and satisfaction, and provide necessary help and support.
b.Quick response: When a customer encounters a problem or needs help, the salesperson should respond and deal with it quickly, solve the customer's urgent needs, and enhance the customer's trust.
c.Value-added services: In addition to regular sales services, salespeople can also provide some value-added services, such as product maintenance, user guides, etc., to exceed customer expectations and increase customer satisfaction and loyalty.
Building trust and affinity is irreplaceable in sales. By building a personal image, using communication skills, building expertise, and providing quality follow-up services, salespeople can build a strong relationship of trust with customers, which can increase sales success and maintain long-term customer relationships.