Trustworthiness

What are some of the ways to get prospects to trust you?

Quote:

Originally Posted by Thomas

What are some of the ways to get prospects to trust you?

Be reliable. Do what you say you are going to do.
Be honest. Don't lie, cheat or steal.
Be respectful. Treat others with respect.

Quote:

Originally Posted by Thomas

What are some of the ways to get prospects to trust you?

Don't play the part of the untrustworthy salesperson.

Quote:

Originally Posted by Thomas

What are some of the ways to get prospects to trust you?

Here are 3 common salesperson behaviors that I see regularly, and they all damage efforts to build trust (so this is is more of a "what not to do" list):

- Talk more than you listen
- Don't validate prospect statements or questions before you respond
- Focus on your needs as a salesperson more than the prospect's needs

The best to you!

Quote:

Originally Posted by Skip Anderson

Here are 3 common salesperson behaviors that I see regularly, and they all damage efforts to build trust (so this is is more of a "what not to do" list):

- Talk more than you listen
- Don't validate prospect statements or questions before you respond
- Focus on your needs as a salesperson more than the prospect's needs

The best to you!

How would behaviors #1 and #2 damage efforts to build trust Skip?

Quote:

Originally Posted by Marcus

How would behaviors #1 and #2 damage efforts to build trust Skip?

Thanks for asking, Marcus.

Salespeople who talk more than they listen give the impression that they care more about themselves more than they care about the prospect. Are you more likely to trust a physician that spends a lot of time asking you questions about your stomach pain, or the one who explains to you the most common cause of stomach pain? My guess is you would choose the doctor who carefully asks you many questions so that he/she can understand your stomach pain.

In my opinion, salespeople who don't validate prospect statements and questions miss an opportunity to develop trust. Many salespeople seem to want to jump in and rebut prospect statements right after they're made (because they think that the number one thing prospects want is information - but the number one thing prospects want is to feel that they can trust the salesperson). If they would just put on the brakes for a couple seconds and say, "I see what you mean, can we talk about that a bit?" before they jump into spewing product knowledge and facts and whatever, they'd have a much better ability to engage with their prospects, and engagement fosters trust.

The best to you!

Trust is built by having an open dialogue with a prospect from the moment you meet. Before you begin sharing info. about your company, products and services and how you can help, sit and talk for a few moments casually to break the ice. Once you sense a lull you can ask about what has brought you together, how they heard about you and what they know about your company.

Ask a few open-ended questions about what they are hoping to accomplish, what they like/dislike about their current product/service/provider and what they hope to accomplish and what they are looking for in a new product/service/provider (why they might switch if provider already in place).

Then state, that before you begin most prospects like them like to know a little about the process a prospect should go through when considering a purchase of this type and the process that a company should go through to undertand a prospect 's wants and needs and what they can expect from you.

This conversation should include a discussion of wants, needs, goals, money, delivery date desired, decsion makers and when the decision will be made.

Tell the prospect approximately how long this process should take and let them know that they and/or you can feel freee to pull the plug at any time if things don't feel right or make sense.

Let the prospect know and make sure you know where you stand every step of the way.

Prospects feel most salespeople have a hidden agenda and are manipulative. Having open conversations will build a bond or trust, rapport and respect necessary to foster the relationship required to make a sale.

All the best!

Drew Cameron
HVAC Sellutions

Building trust has more to do with what you do than what you say. Prospects and clients aren't stupid. They fully realize that a salesperson can anything. Consequently, actions, as always, speak louder than words.

Do exactly what you say you're going to do exactly when you say you're going to do it

Admit when you or your company are wrong and immediately correct it

when you or your company screw up, admit and fix it without having to be asked

return phone calls in a timely manner; show up on time, every time

don't make excuses; take full responsibility for everything in the sale because as far as your client is concerned, you are responsible--you are the company

If you can't meet the client's needs, say so rather than trying to get a sale at all costs

trust--real trust--is hard to earn and easy to lose.

To get it, you do the same thing you do to earn if from anybody--be trustworthy in action and in word, but remember that your words may give a prospect, client or customer a bit of a warm feeling, but actions are what earn the trust.

Quote:

Originally Posted by airxprt

Trust is built by having an open dialogue with a prospect from the moment you meet. Before you begin sharing info. about your company, products and services and how you can help, sit and talk for a few moments casually to break the ice. Once you sense a lull you can ask about what has brought you together, how they heard about you and what they know about your company.

Ask a few open-ended questions about what they are hoping to accomplish, what they like/dislike about their current product/service/provider and what they hope to accomplish and what they are looking for in a new product/service/provider (why they might switch if provider already in place).

Then state, that before you begin most prospects like them like to know a little about the process a prospect should go through when considering a purchase of this type and the process that a company should go through to undertand a prospect 's wants and needs and what they can expect from you.

This conversation should include a discussion of wants, needs, goals, money, delivery date desired, decsion makers and when the decision will be made.

Tell the prospect approximately how long this process should take and let them know that they and/or you can feel freee to pull the plug at any time if things don't feel right or make sense.

Let the prospect know and make sure you know where you stand every step of the way.

Prospects feel most salespeople have a hidden agenda and are manipulative. Having open conversations will build a bond or trust, rapport and respect necessary to foster the relationship required to make a sale.

All the best!

Drew Cameron
HVAC Sellutions

Good post!

Skip, thank you for the compliment. I have enjoyed several of your posts as well as visiting your website.

Paul, I couldn't agree more and should not have been so assuming that a salesperson of character and integrity ALWAYS follows through on his/her word. Your word is your bond and you seal with your actions.

The point I am making is that many salespeople I train and coach just go about their business on a sales call without telling the prospect what to expect, what the they (the salesperson) expect and what is expected of the prospect throughout the sale process.

For example, an HVAC contractor that measures a home and performs a heat loss/heat gain calculation, but fails to explain what he/she is doing, what it is, why he/she is doing, why it is important, what it means to the prospect and how it differentiates the salesperson and company from the competition, has built no value in the process and quite frankly may even build distrust when the next 3 contractors in the door don't perform the same process and use a rule of thumb or size the replacement equipment based on the existing system (both are incorrect methods).

In this example, the actions are on par with proper industry guidelines and that of a true professional, but not explaining it to the customer can create animosity, distrust and certainly provides no value.

So let's agree to say and do what is expected of an honest and trustworthy salesperson or true sales professional.

All the best!

Drew Cameron

Trustworthiness

Sales Approach Forum