Page 42 - Consultative Selling

SALES SKILLS FOR CONSULTATIVE SELLING

The way you dress, carry yourself, your overtures, body language,
stance, gestures as well as your smile, eye contact etc. play a vital role
in engaging the customer and making him open up to talk about his

problems and pain areas. In the first instance it is important to get the
customer to relax and feel secure in your presence. When the customer
feels relaxed, he begins to talk about his issues easily and he begins to

accept you too.

At the stage while you are listening to your customer, it is important

that you practice the right reinforcement techniques and reassure your
customer all through the discussions. Through proper reinforcement
techniques you are giving the reassurance to your customer that you

are listening to him, understanding his problems and are involved with
him.

Nodding your head, holding the head and body erect and eyes focused
on the speaker, asking meaningful questions, re visiting the problem
statements etc. are some of the techniques that are rewarding and

help in customer engagement. Further, it is important to sound and feel
confident of finding a solution to ease or alleviate the customer’s

problems. If at any point of time the customer does not see that
confidence in you, he is likely to stop further discussions and not waste
any more time with you.

During discussions with the customer, it helps to be aware of and use
the right verbal expressions in the form of phrases, questions and

statements etc. Whenever a significant point or fact expressed by the
customer concerning his problem area, it helps to reinforce by saying
something like ‘well, this information helps and can be addressed in our

solution’.

Consultative Selling - A new
2/5/2019 42
Approach