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Vogelhuber, Scheelen - What people really want

meets an introverted customer who is unsure whether and
what to buy, the conversation threatens to fizzle out. And with
a dominant customer, he sometimes takes the lower road.

This salesperson should be more active in the customer
conversation, i.e. act more than react. Many customers have
no concrete ideas and want to be advised and guided. On the
other hand, a little more enthusiasm would do him good. With
greater self-confidence and more trust in his benefit arguments,
he gains persuasive power.

Typical statements are:

• "When a customer confronts me, he knows exactly what he
wants. My influence is therefore pointless."
• "The important thing is that I listen to the customer and
they trust me."
• "I'm successful when I stick to a conversational guideline and
don't deviate from it under any circumstances."
• "I avoid conflict - I care more about harmony than the
adversarial exchange of arguments."
• "Being serious and restrained and presenting facts are more
important than arousing the fire of enthusiasm in the
customer."
• "Honesty in client conversations is my greatest asset and
the pound I can grow with."

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