Bite Your Tongue

Most people don't realize how powerful a negotiating tool silence is. I discovered exactly how effective as I recently observed someone discussing a deal with a prospective customer this past week.

The customer started describing his situation and after a few moments he paused ? briefly. It was an opportune time for the sales person to make a comment or talk about her product and service. However, she remained silent, sensing that the customer had more to say. Her intuition proved correct - a few seconds later he continued talking about his needs, and when he had finished discussing his point he paused. The sales person refrained from speaking and her customer began talking again.

During this last monologue the sales person learned the exact information that she needed to close the sale without resorting to discounting. If she had spoken during those moments of silence, she may still have closed the sale but not as effectively.

I remember watching my wife use silence as a customer several years ago in a retail store. She had brought a few items to the cash desk and when the sales associate rang them in my wife noticed a discrepancy in price. When she questioned this difference, the employee mentioned that the items in question were not available for the price my wife had thought. Instead of complaining or arguing my wife chose to remain silent. The sales associate immediately began talking to fill up the "dead air" space, and before long, had talked herself into giving my wife the discount she had hoped for. The next time you meet with a client or customer ? either face-to-face or over the telephone ? bite your tongue. Resist the temptation to talk immediately after they have spoken. Instead, pause for a few moments. Because most people are uncomfortable with silence they will automatically say something. This is a very effective recruiting technique (called the pregnant pause) and it can be used in the sales process as well.

Here are a few other situations when biting your tongue will benefit you: 1. After you ask a question. I've seen more sales people answer their own questions instead of holding back and allowing their customer to talk. Let a customer tell you what's on their mind and encourage them to give you more information. This is extremely easy to do when you refrain from talking after asking someone a question.

2. Anytime you ask for the sale. When you ask a person to make a financial commitment (aka a buying decision) you need to give them time to think about their decision and to respond. Too many sales people talk themselves out of a sale by continuing to speak afterwards. I recall one sales person telling me he would give me time to make a decision even though I had told him I wanted his product.

3. When you are not sure what to say next. From time to time, I have found myself unsure of what I should say after a comment made a prospect or customer. In these situations, an effective approach is to remain silent. It takes patience and a lot of control. However, in most cases, the other person will fill up that dead air space and give you information you would not have learned otherwise.

4. When people express disappointment. In situations of conflict our natural tendency is to explain why something went wrong or to immediately offer a solution. However, allowing people the opportunity to vent gives you the chance to offer the best possible solution. Many years ago I had a disgruntled employee and I gave her time to express her opinions. After several minutes of heated words and angry dialogue, I discovered that all she really wanted from me was the opportunity to vent her frustration. In another situation, my customer actually told me what he wanted done which was less than I had originally planned to offer.

I remember reading the following advice from an author some years ago ? spend one day every few months being as quiet as possible and responding only when it adds value to that particular conversation. This will be incredibly difficult for the majority of people but imagine how much you will hear and learn that day.

Most people who sell a product or service mistakenly think that they must do most of the talking. However, my experience has taught me that some of the best sales people are also the quietest. And it's because they actually hear what their customer or prospect has to say. They learn what's important to that person. They find out the motivating factors behind the purchase. They allow the other person to dominate the conversation. And let's face it, the majority of people will always talk when given the opportunity.

© 2005 Kelley Robertson, All rights reserved

Kelley Robertson, President of the Robertson Training Group, works with businesses to help them increase their sales and motivate their employees. He is also the author of "Stop, Ask & Listen ? Proven Sales Techniques To Turn Browsers Into Buyers." Receive a FREE copy of "100 Ways to Increase Your Sales" by subscribing to his free sales and motivational newsletter available at http://www.kelleyrobertson.com

Contact him at 905-633-7750 or Kelley@RobertsonTrainingGroup.com

---

The Biggest Mistake in Sales Prospecting

Recently I received a prospecting voice mail message from a... Read More

7 Phrases You Cant Say in Sales

7 Phrases You Can't Say in Sales (Because They Will... Read More

Get Leverage & Increase Your Sales Results Immediately!

Have you ever started something and not completed it? Or... Read More

10 Ways To Improve Your Sales

1. Determine your current situation. How are you currently positioned... Read More

The 7 Deaths of a Salesman

In sales, you can work one of two ways. You... Read More

Make More Sales By Airing Your Dirty Laundry

There's an old saying, "Don't air your dirty laundry".If you're... Read More

Peak Performance

One of the best books I have ever read is... Read More

How To Give Your Sales Job A Strategic Tune-up

In happens every year in June.Six months down and six... Read More

Like It or Not... You?re in SALES!

Mention the word sales or salesman and two out of... Read More

The Choice between Yes and Yes: A Psychological Revelation

Three year old Kara was throwing a tantrum. She didn't... Read More

The Clock is Ticking on Your Leads

Every day is critical when you are in the business... Read More

Multiply Your Sales

When Thomas Edison's light bulb finally burned for 45 straight... Read More

10 Blockbuster Ways To Ignite Your Sales

1. Sign-up to win web site awards. When you win,... Read More

How Do You Use Your Sales Commissions?

What do you do when you have a big sales... Read More

The Changing Role of the Sales Consultant

"Leadership rests not only on outstanding ability. It also rests... Read More

Sales Prospects Avoiding You?

This issue's topic on sales prospects comes in response to... Read More

Closing the Sale - It Doesnt Have To Be Uncomfortable

"The Close" is sales jargon for the bit where you... Read More

5 Powerful Tips To Persuasion!

Having excellent persuasion skills is one of the most important... Read More

Jump Start Your Sales In 10 Quick Steps

1. Combine a product and service together in a package... Read More

How to Maximize Sales by Minimizing Windshield Time

During the late 1980's I was a field sales representative... Read More

Boost Buyer Confidence By Assuming The Sale

I saw something in town the other day that just... Read More

A Simple Sales Strategy: Talk to Yourself!

You are about to speak to a potential client, go... Read More

The Choice between Yes and Yes: A Psychological Revelation

Three year old Kara was throwing a tantrum. She didn't... Read More

Busting Your Assumptions: Effective Probing Techniques for Sales Professionals

Do you find yourself making these kinds of assumptions?- "I... Read More

How To Win Business By Networking

In sales we do tend to become focused upon our... Read More

Putting Benefits Before Features

Having spent so many years in retail, I always enjoy... Read More

Change Takes Time

I am writing this at the Philadelphia Airport on my... Read More

You CAN Be a Great Salesperson!

When you are in sales, you have the choice to... Read More

Quick Tips On Handling Rejection

Looking for a way to handle rejection?Edward W. Smith, motivational... Read More

More Sales - You Must Keep Asking

I bought a second pair of reading glasses from my... Read More

Elearning Is Dead - Long Live Blended Learning!

There is little doubt that eLearning has not achieved the... Read More

Spend More Time Selling

On average a sales person spends less than two hours... Read More

Humanize the Sales Process

Q & AQ. Sometimes when I'm presenting to clients, I... Read More