It’s not always easy to understand what is going on in your customer’s head.
Sometimes, they might feel a certain way, and we’ll never know why. Yet, understanding how people feel can make it easier for you to sell them products and services.
This information is nothing new. It is similar to standing next to someone, making them feel comfortable and then asking them to follow you.
Many will agree and follow along with you.
Contrast this with shouting at someone to get closer to you and telling them to stand next to you.
Here prospects tend to dig in and say, “Oh no!” “I don’t believe so!”
They are not to be faulted.
How Should You Approach Your Potential Customers?
You should start from where they are. What do they know or think about your niche, your product, or about you?
Lead with this if prospects believe your offer is too good for them. This might be because they feel it isn’t the best solution for their problem.
I know what you are thinking… it is too good to be true. The exact same thought was mine until I realized …”.
You might feel our product will not make a difference in your situation. This was how I felt when I faced this problem. But I discovered that this product is not just ____ and _____, but also ___ …”.
It might be worth starting with the actual problem. Talk to your prospect about the issue. Discuss how it affects their lives, what it means for them, and how they feel.
There’s a way to get to the heart of what someone wants to know right now, and you need the right approach.
Let’s take, for example, an email you send.
The big story is the revolution in another nation, new photos from space, and some crazy government action. The story will be covered in the media. This story can be used to lead and then seamlessly tie in your marketing message. It does take a bit of skill, though.
How To Appeal To Your Potential Customer
Understanding what’s happening in your customer’s head is vital for your success as a business owner. Unfortunately, far too many business owners are simply blank on this important aspect of building their businesses.
They don’t seem to understand what’s going on with the psyche of their customer and that you can actually turn their emotions around and use them to your advantage.
After all, this is why most people do what they do: to be successful or to solve a problem.
You need to understand how the human mind works; if you aren’t already doing so, it is time for you to learn. Empathy is one of the first ways you can begin to understand people. It is this emotion that can help you to turn their negative emotions into ‘gold’. Empathy can lead you to solve their problems and help them feel good about themselves.
However, one of the hardest things about empathy is knowing when to turn away or ignore an angry customer.
The key is to learn when to diffuse a tense situation and when to call in the professionals.
This is where genuine empathy starts to pay off.
We will explore techniques that I’ve used when dealing with customers who are struggling:
1) Empathy – Understanding the customer’s feelings by focusing more on their perspective rather than yours or the product/service owner’s perspective
2) Coaching – Helping customers improve themselves by providing feedback about how things could work better.
3) Emotional Intelligence – what does emotional intelligence mean?
How do I use it to understand my customer better?
- Identify & Understand Your Customer’s Needs
- Use Sales Coaching Techniques (if needed)
- Be Helpful
- Make Yourself An Important Person To Them
- Ask Questions to Find Out Their Perspective
- Listen to People – Let them Have A Conversation With You
- Explain Why They Are Doing What They Are Doing
- Connect the dots between what they want & need
- Offer Solutions Or Ideas That Can Fix Them
The process of empathetic selling helps you identify your clients’ human side through empathy. It also allows you to find new ways to address their needs using sales coaching or other marketing tools like social media and content creation.
The more you understand the human psyche and its workings, the easier it will be for you to use it to solve customers’ problems. Once you understand the ‘mind’ of your customer, you can turn their negative emotions into gold by understanding their reactions and genuinely trying to solve their issue.
You need to understand this. There are only so many times you can ignore a customer’s complaints and even fewer times to let their complaints go unchecked. It will adversely affect your reputation in the market if you don’t know how to handle your customers’ grumbling or discontent.
Customers don’t like to feel that they have been treated unfairly. If you don’t take care of your customers professionally and promptly, your reputation and business will suffer.
When you are trying to understand what’s happening in your customer’s minds, you have to be patient with them. You cannot expect their attitude to turn on a dime. Most likely, they will continue to be mad, frustrated or angry because they do not fully understand what is happening.
The best thing you can do is take the time to listen to them, understand what they are saying and try to accommodate them. By doing this, you will quickly find that most of your customers will become regular customers rather than tell the world how bad your business is.
Understanding what’s going on in your customers’ minds means that you can also understand their needs.
It is not always necessary to know all the details of each customer complaint.
But, you must know the root issues that may affect most of your customers. Once you have identified these problems, you can begin working to resolve them and improve the situation. Once you have done so you will be able to understand what is going on in your customers’ minds.
If you don’t know what’s happening in the minds of the customers you are trying to attract, now is the time to find out. You can use social media to learn what’s hot or visit forums to see people’s problems.
With a little research, you can find enough information in just a few minutes to create a dozen positive marketing messages.
All of them start with you getting into the conversation in your prospect’s head.
Balancing on the fine line between what is “perfect” and what is “real,” it can be difficult to understand another person’s point of view. It’s easy to get caught up in your own emotions or start projecting your thoughts onto others, but some techniques can help you better identify with someone else’s point of view.
Understanding what is happening internally in your customer’s heads can help you develop effective strategies for reaching your customers.
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Thank you for reading.