Asking, "How much is it?" is THE BIGGEST buying signal. Telling me, "Your price is too high." is THE SECOND BIGGEST buying signal
Jeffrey GitomerIt ain't the rain, the snow, the boss, the competition, the spouse, the money, the car, the job, or the kids - it's you! And it always has been.
Jeffrey GitomerIf you find common subjects or interests with a prospect, you can establish a business friendship. Ask about a diploma or picture. Your prospect will be glad to talk about what he/she just did or likes to do. Try to captivate him or her in intelligent conversation with engaging questions about their interests. It's obviously better if you're versed in the subject, because that's where rapport is established. Get the prospect to talk about their passions and what makes them happy.
Jeffrey GitomerTrust is not an important element; it is THE important element in any LONG TERM success with anyone or any company.
Jeffrey GitomerThe best way to apologize is to let the customer vent first. Don't interrupt, just take notes and make empathetic noises. You can even tell the customer that it makes you mad too. Second, ask the customer what their speed of need is. Tell them what they ant to hear. That you apologize, that you understand how they feel, that you are meeting with the appropriate people to get a resolve, and that it will be done in 24-hours.
Jeffrey Gitomer