Daily Archives: March 25, 2012

South Salem Real Estate | People Buy on Emotion, Justify with Logic & Make Decisions in Silence

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In “Do You Truly Have a Sales Problem?” Leanne Hoagland-Smith is right about the second rule of sales. People buy on emotion and then justify their purchase with logic. Indeed the full importance and value of that statement often gets lost. Yet there’s still much more to it.

Pretium has found that salespeople often rely way too much on the practical. Salespeople think if they just tell customers enough about their product then their customers will surely want to buy it. By focusing on the practical side, salespeople leave out the important emotional side. They must meet their customer’s emotional need as well, since a purchasing experience is almost always an emotional event.

So here’s the third part. People buy on emotion and justify with logic to fit their needs. In order for that little phrase to truly work, you have to include the “needs” part.

And there’s even more … Years ago we added the following concept to our sales training: People buy on emotion, justify with logic and make decisions in silence. Knowing when to be quiet, knowing when to shut up in a sales presentation is vital! We have found in our sales performance training that learning when to be silent, learning when to let the customer think, and learning when to let the customer make a decision is a very difficult skill to learn and put into practice, even for experienced salespeople.

Yes, it’s true – people buy on emotion and justify with logic. With this idea, the third part must be added to make it truly effective. Again, people buy on emotion, justify with logic and make decisions in silence. This little addition helps us to train many salespeople in the art of knowing when to be quiet, how to close, how to ask for something, how to ask for the order, and how to wait for a response.

In our sales training we work hard so individuals truly understand how to tap into and leverage the emotional side of a sale. In order for that old adage to ring true (people buy on emotion and justify with logic), it must be expanded to people buy on emotion, justify with logic and make decisions in silence. Reminding salespeople that people make decisions in silence helps them to remember and learn that they have to become quiet at the right time to allow the customer to actually make the buying decision. It’s only during the silence that the customer can really absorb all a salesperson has been talking about and truly make a decision.

When you ask a closing question, always use silence and wait for response. We often see the sales process halted because the salesperson talks too much and fails to create the silence necessary for the customer to make a decision. Often after a closing question or decision question is asked, salespeople feel awkward. They can’t stand the silence, so they continue to talk. Talking interrupts the customer’s thought process cycle and postpones the decision. The customer stops thinking to listen to the salesperson or the customer service person. Using silence keeps the focus on the decision and allows you to close more sales and create happier customers.

Remember this new adage – People buy on emotion, justify with logic and make decisions in silence.

Share your experiences and tell us what you think.

Author:      Jack A. Dempsey on the Web Jack A. Dempsey on Facebook Jack A. Dempsey on Twitter Jack A. Dempsey on LinkedIn Jack A. Dempsey on Google Plus Jack A. Dempsey RSS Feed

Jack Dempsey heads Pretium Solutions’ Customer Experience & Sales Area focusing on Customer Loyalty, Brand Loyalty and Customer Retention Strategies. He directs Pretium’s revolutionary customer loyalty program, the Golden Touchpoint™. Pretium Solutions is the premier provider of cutting-edge, sustainable and globally recognized customer service, call center and sales training, consulting… View full profile

This article originally appeared on Pretium Solutions » Latest Thinking – Blog and has been republished with permission.

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via business2community.com

I am a Potential Customer. Act as if the Microphone is Live! | Katonah NY Real Estate

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My 19-year-old daughter was recently involved in a fender-bender accident. A woman (let’s call her “Mabel”) made a left-hand turn in front of my daughter’s car, and they collided. Fortunately, no one was hurt. Next up we hit the insurance companies (no pun intended).

When we obtained Mabel’s insurance company information, we noticed that her insurer was the same company we have used for our motorist assist services for many years. Ironically, my wife and I had just been talking a few days prior to the accident about the possibility of transferring our car insurance to Mabel’s company. I couldn’t have scripted a better opportunity to evaluate the insurer’s service and then maybe make the switch.

As the claim processing proceeded, our current insurance company had our collision coverage all in order within 5 days. It was easy, pleasant and very low-effort. Thirty days later, Mable’s insurance company still had not resolved the issue on their end. All we wanted them to do was to pay our $500 deductible – completely reasonable since the accident was their insured’s fault, but making it happen was an entirely different matter.

When we finally managed to talk with Mabel’s insurance company, they were rude and uncaring. Perhaps the claims adjuster from Mable’s insurance company thought he was talking to “just another claimant” and certainly not a potential customer. Well, he guessed wrong. Big mistake.

Every conversation you have with a customer or potential customer is an opportunity to increase your company’s value. It’s important for anyone working on the “inside” who communicates with anyone on the “outside” to always remember he or she is talking to a potential customer. Forgetting this can be a big mistake – a mistake I hear almost every day from one company or another.

I find it very disturbing to think about how many conversations people have that really hurt their company’s value without those people even realizing it. One of the first things you learn in radio is to always act as if the microphone is live. Logically, one of the first things anyone in the customer care or on the service side of your business should learn is that every interaction with a customer presents an opportunity to increase the value of your company and not just to answer a question or sell a product.

The next question companies ask us is how they can compel their employees to understand that the microphone is always live. The customer is always listening, and each conversation matters. Organizations can help their employees realize the microphone is always live through awareness, management and coaching.

Pretium Solutions helps companies solve this dilemma every day. When a company invites us in to look at the operation, to help them create greater value, the first thing we do is to listen and ask a lot of questions. Through this listening and question-asking process we identify gaps in the sales, service and coaching levels. We can identify interactions that create less value than they should. We find some interactions that create no value or actually drain value from the organization. Once these procedures and behaviors have been identified, we then put together a very specific plan of action to solve these issues. The plan of action will often include changing some workflow procedures and modifying behaviors.

At Pretium, we work with an organization’s three dimensions. These dimensions are first, the Strategic Dimension – where the company is headed. What is your strategy to excel in the marketplace? Second, your Operational Dimension – how the work gets done. The third dimension is the most dynamic – this is the Human Dimension. The Human Dimension is how individuals behave inside your organization to create the greatest level of value from the strategic and operational sides. Once we evaluate these three dimensions and determine where value is being created and where value is being lost, we develop and execute on a customized program specifically designed to improve your performance.

Author:      Jack A. Dempsey on the Web Jack A. Dempsey on Facebook Jack A. Dempsey on Twitter Jack A. Dempsey on LinkedIn Jack A. Dempsey on Google Plus Jack A. Dempsey RSS Feed

Jack Dempsey heads Pretium Solutions’ Customer Experience & Sales Area focusing on Customer Loyalty, Brand Loyalty and Customer Retention Strategies. He directs Pretium’s revolutionary customer loyalty program, the Golden Touchpoint™. Pretium Solutions is the premier provider of cutting-edge, sustainable and globally recognized customer service, call center and sales training, consulting… View full profile

This article originally appeared on Pretium Solutions » Latest Thinking – Blog and has been republished with permission.

Find out how to syndicate your content with Business 2 Community.

via business2community.com

Pinay nurse may get bulk of heiress’ homes sale | Chappaqua NY Homes

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NEW YORK – The Upper East Side properties owned by the late heiress Huguette Clark hit the market early this month and her Filipina nurse will receive the bulk of the sale.

Edwin Josue, a Filipino real estate broker of Halstead properties, explained that 62-year-old Filipina nurse Hadassah Peri will benefit the most from the sale of Clark’s properties.

The New York Times reported that based on Clark’s second will, Peri will receive 60 percent of the multimillionaire’s various assets, worth about $40 million, including investments and much of her real estate holdings not specifically bequeathed in the will.

The three separate apartments located in Manhattan’s Fifth Avenue are now listed on the market for a total of $55 million.

“907 Fifth Avenue was built in 1915 and designed by JR Carpenter.  It was awarded gold medal in 1916 by American Institute of Architects, it’s got a limestone facade and it was designed in an Italian Palazzio apartment house,” Josue said.

The three apartments, each about 5,000 square feet, take up a floor-and-a-half of the exclusive co-op building.

Clark owns the whole 8th floor which is divided into two separate apartment units. The one facing Central Park is listed at $19 million. The other is at $12 million.

The largest of the 3, apartment 12-W, located on the 12th floor facing Central Park, has 14 rooms.

“Huguette Clark lived here in the 20’s, so after that you know it stayed empty but they were able to maintain it properly, so it is in fair and original condition. Huguette Clark actually stayed most of her last years at Beth Israel Medical Center with the famous Hadassah Peri, who is also our kababayan,” Josue said.

Clark divorced young and had no children. She had been a recluse for most of her life. Her second will that named Peri as one of her beneficiaries is still being contested by her relatives at this time.

The New York Times reported that a first will, drafted six weeks prior to the second, would have left most of Clark’s estate to her relatives.

But the second leaves the bulk of the fortune to a foundation and the rest to Peri, completely leaving out her family.

Even though the will is being contested, the public administrator has put the apartments up for sale.

But Josue said, buying these properties on Upper East Side, home to celebrities like Madonna and Donald Trump, is not going to be that easy.

“Although it’s a cooperative, these people will really interview you and have all the references and the cash, the building is actually allowing 33% financing and you need to have 67% of cash and be interviewed by the board,” Josue said.

Peri came to the US in 1971 after graduating nursing school in the Philippines.

She became Huguette Clark’s nurse in 1991 through a nursing agency and took care of the heiress for 20 years.

“They became friends as a matter of fact, and that’s the reason why Huguette Clark has the affinity with her because during the time of her going to her old age she’s got a friend in Hadassah Peri,” Josue said.

In an email to Balitang America, Hadassah Peri’s representative, Fraser Seitel said that the case is still going through the judicial process, so all is status quo with Ms. Peri.

She is living her life as the court proceeds.

via abs-cbnnews.com