[powerpress]
Are you 100% transparent with your communication? No, this doesn’t mean that you barf all over each customer with everything under the sun about your product and opportunity. Today, I’m going to encourage you to embrace the awkwardness of everything that you are saying, and in doing so, you will decrease the awkwardness.
How Tasha? How? That doesn’t make any sense. Don’t worry, I got you.
I have encouraged you to ask many questions and sometimes you might feel like they come out of the blue, like asking “tell me about your health goals” or “when you buy make-up, what is important to you?” The other day, I had a client share, “I feel so uncomfortable entering the closing process with people I know.” Another client shared, “I’m going to show products and the hostess didn’t even tell them I was coming. It’s going to be so awkward and I’m worried that they will be upset or it will just be weird. What do I do?”
To take the awkward out of any situation, acknowledge it with a buffer.
Dictionary definition of “buffer” is “a person or thing that prevents incompatible or antagonistic people or things from coming into contact with or harming each other.” It’s a little hard to explain this theoretically. I’m going to walk through some examples of buffers from the examples I gave earlier and I’m sure this will help you understand the concept and apply it with much success.
Example 1: Tell me about your health goals.
This is a great questions because it will connect the dots between what they want to achieve in their life and your products, right? But it feels a little out of the blue. The easiest way to buffer this question is simply to explain why you are asking it.
“I don’t want to bore you with details that you don’t care about, so tell me, what are some of your health goals?”
The buffer is “I don’t want to bore you with details that you don’t care about” which helps the questions about the health goals make more sense. All you are doing is going one step further and explaining why you are asking the question, in a way that shows that the question benefits the customer.
Example 2: Closing with people you have known for years.
This is awkward right? All of a sudden you get uncomfortable and start acting like a weirdo. Guess what! It’s weird for them when you act like this too! For this situation, just call out the awkwardness, explain what you will do and both of you will feel more comfortable.
“I’m going to show you the different kits. I get a little uncomfortable with people I know so if I start acting weird and unlike myself, cut me a break, ok? Thanks. I’m just going to do it exactly the same way I would do it with someone I don’t know. Is that cool?” I’m sure that they will say, “don’t even worry about it, you are good.” You will go through the buying process and help them and it will work out the way it needs to.
Example 3: The hostess didn’t tell them you were coming to the party
This one cracked me up. My client was copied on the invite and it said nothing about her coming. She felt very nervous and we chatted about it in our coaching session. What to do? Call it out, make them laugh, and move on.
“Did you like how Nancy tricked you into an essential oils class? Gotcha! Just kidding, I had nothing to do with it. She figured you were the ones she would want to invite anyways so she invited me as well. I’m going to jam over the most popular products. If you want to buy something great! If not, no worries.”
After the fake class, my client informed me that this buffer worked really well. Everyone laughed. They understood. And three out of four of the people there bought. Not bad at all.
Example 4: Following up when someone is supposed to order
I get super anxious when someone is supposed to buy one of my programs or pay for their coaching program. I know I just need to chill out, but I can’t. I know that some people follow through and some don’t. I understand it’s not the #1 thing they need to do that day but I can’t help feel like it should be. Just pay already so I can relax! I’m sure you feel the same way about customers that need to place their orders or do some sort of follow-up.
I don’t want them to feel this pressure so I just make fun of myself.
“I tend to go into stalker mode once someone says they are going to order. I know it’s a problem and I’m working on my 12 steps or whatever it is. Just so we are on the same page, when can I expect the order to go through? Tuesday? Ok, if I don’t see it come through by Wednesday, is it cool if I give you a nudge?”
Now we both feel a lot better. I have a specific follow-up set up. They know when they need to order and if they don’t, I’ll be there to make sure they get the benefits of my program asap. We are on the same page and customers respect this. When I call back, I’m not nagging them, I’m helping them. And it feels really good.
Example 5: You screwed up.
I know, this one won’t ever happen. 🙂 This is when you assumed something or said something that frustrated the other person. Now you are rehashing what you should have said instead.
Just apologize.
“I’m so sorry. I was thinking about our conversation yesterday, and what I should have done was offer you this particular product instead. Obviously you don’t have to take my recommendation but I want to make sure I give you the best service possible.”
As a recap, when things feel awkward use a buffer. Either explain why you are asking the question, or acknowledge the feelings in the room. This eases tension, increases transparency, and ensures everyone feels great about what is happening.
I hope you enjoyed this episode. If you want to learn more specific things you can say to improve your communication with customer, check out my questions training. Go to emergesalestraining.com/freequestionscourse, register and you can watch a free training I have on asking questions to make selling simple. I know you will love it!
Thanks for listening. I can’t wait to chat next week.
Tasha