SELLING WITHEMOTIONS Learning Objectives Understanding emotions and its role in selling Empathy as an motional competences for selling Better than selling principles Leading sales with Cialdini’s principles of influence Application Impartation Information Why are emotions vital to selling? People are EMOTIONAL Beings! . Ten Commandments The code PASSION AND REASON Edicts of Emperor Ashoka . All emotions are impulses to act The root word: emotion mowere latin verb to move. prefix “e” connotes move away . understand and manage emotions in both ourselves and others” .Emotional Emotional intelligence Intelligence “Is the ability to recognize. . . .Learning Points from Video You cannot give what you don’t have VIDEO People will buy much more when they buy you You have to be passionate about what you are selling. The greatest customer you will ever sell to is: . “To love what you do. and feel that it matters – how could anything be more fun” – Katherine Graham . You cannot be a powerful Sales person if you are not motivated yourself People are far more persuaded by the depth of your beliefs and emotion than logic or knowledge when selling The greatest customer you will ever win is . . Video . can transfer to potential customers –LAW OF ATTRACTION: you attract what you are.Emotions are contagious – In the same way. . enthusiasm. positive expectation. .ENTHUS I A S M I am Sold Myself Greatest Customer you will ever win is you! Take responsibility for how you are perceived. Activity – Think out of the Box . Secrets of selling with emotions . that creates rewarding consequences . products or services. Every behaviour has consequences Future behaviour depends on the consequences of the past and present Rewarding consequences will engender repeated behaviour Sell. Better than selling Principle . Case Study . Selling creates a sale and earn you short term Naira. creating customers earn you both short and long term Naira Helping people BUY is the competitive advantage of all sales ‘technocrats’ There is a big difference between selling and helping people buy .The most important job of an employee and sales people is to PRIMARILY CREATE CUSTOMERS and KEEP THEM. People love to buy. they feel good buying but hate to be sold we take all the credit for the purchase we are proudest but are quick to blame the seller when we feel shortchanged. . and make them feel good about it.(not what you want to sell) help them to buy what’s best for them. Its human nature! Better than selling Principle is the focus on what customers want and need. Emotionally! . PJ .“Don’t sell when your emotions are not involved! . Use what you have discovered as a platform or “icebreaker” before any sales pitch Learn the things that they are emotional about e. . or glad.KEYS TO KNOWING YOU CUSTOMERS EMOTIONALLY Find out what makes them elated. birthdays.g. wedding anniversary Find out about their business and how you can help for free. enthusiastic. The only two things you must sell . on-time arrival at my destination feeling like a million dollar Don’t sell me food. and attractiveness Don’t sell me insurance. sell me great taste. sell me a fast safe. style. Don’t sell me cloths. sell me a sharp appearance. sell me peace of mind and a great future for my family and me Don’t sell me an ticket. and safety from food poisoning . Good feeling Solution to problems . Class Activity . and what we want are based on our feelings we buy emotionally. we buy what we want.Learning Points from activity In the overwhelming majority of cases we don’t buy what we need. which makes us feel better . and then justify with logic – customers buy feelings We buy solutions to pain. Video .DHL . SCARED . SAD. MAD.GLAD. and sad people buy only at funeral homes .Keys to help you sell emotionally Put yourself in the glad mode .Be the carrier of good emotions not the catcher When selling never tell customers your problems – problems may create sad emotions in your customers. Your basic job is to size up. not ours. • few customers will admit or even be aware that they are responding to emotional and unconscious reasons for buying.Keys to help you sell emotionally Remember that customers buy for their reasons. and respond to each customers need or want in a way that makes them feel glad . logic gets them sold and coming back • poor logic skill cause post-decision remorse • product knowledge is requisite to logic .Keys to help you sell emotionally Be the company’s Positive image when selling – Images communicate with emotions. Use logic and emotions When selling – emotions keep gets them buying. Selling Emotionally with Cialdini’s Six Principles of Persuasion! . . fund-raising organizations. and telemarketing firms to observe real-life situations of persuasion and experiments in social psychology.Robert Cialdini he spent three years going "undercover" applying for jobs and training at used car dealerships. It is converting them to your way of feeling and believing – Michael Leboeuf PhD . persuasion isn't converting customers or potential customers to your way of thinking.When selling. LIKING S.SOCIAL PROOF .S.AUTHORITY L.SCARCITY C.RECIPROCITY A.COMMITMENT/ CONSISTENCY R. Cialdini’s Six Principles of Persuasion Scarcity – once your buyers feel the solution to their problem is scarce demand will rise Commitment/consistency.People are likely to honor commitment to buy when they put it in writing Reciprocity.you always feel indebted to return a favor. . services.Cialdini’s Six Principles of Persuasion Authority– People feel safe and are easily persuaded by anyone who demonstrates personal mastery in product. or industry Liking – We easily persuaded by those we like Social Proof – people feel safe doing what they see others doing . Thank you .