How to gain trust with customers
By Troy Harrison
In a conversation a few weeks ago, I heard a phrase that, frankly, I was hoping had made it to the dumpster of old sales philosophies. There is an antiquated mentality in sales that says “Buyers are liars.” This mindset teaches salespeople to be skeptical of everything a customer says and to never fully trust them. The logic is that if you don’t trust the customer, you won’t get taken advantage of or misled. It’s a fear-based mentality, and as you know if you read my work, “Fear” is the worst four-letter word that starts with “F” in sales.
However, this distrustful approach is fundamentally flawed. You cannot build trust and have an authentic relationship with someone if you start from a place of skepticism and withholding trust. Trust has to be reciprocal – you have to give it in order to earn it. Salespeople who say they want their customers’ trust, but don’t extend any trust themselves, are being hypocritical. And yet, this is something I hear a lot. Let’s talk about how to REALLY gain trust with customers.
If you go into every sales interaction suspicious of the customer’s motives and truthfulness, the customer will pick up on that vibe. They’ll sense that you view them as a liar or adversary to be conquered rather than a relationship to cultivate. Why would they then open up, engage authentically, and place their trust in you? Short answer: they won’t.
The role of a salesperson should be that of a trusted advisor and solutions consultant, not someone just trying to tap the customer’s wallet, regardless of the result. When both parties enter the relationship with trust and authenticity as the foundation, better solutions are reached that serve both sides’ needs.
I’ve said before that “You can either embrace transparency or have it forced upon you.” Well, if you want to gain trust with customers, you’d better embrace it. In other words, you need to lead by example and be the first to extend trust to the customer.
This means:
Asking Open-Ended Questions & Really Listening: Too often, salespeople fall into the habit of talking at the customer instead of having a dialog. They make assumptions about what the customer needs instead of taking the time to truly understand through asking open-ended questions. Asking and sincerely listening shows you trust the customer to openly share their real needs, sources of dissatisfaction, desired future state, and thoughts. In fact, let’s take this to another level.
You must ask open ended questions, even when the answer might harm your ability to make a sale: I’ve seen salespeople who are normally good questioners shy away from asking certain questions, because the answer might disqualify them as a solution to the customer’s needs. Don’t do that. “Putting yourself out there” in this way is a way to gain trust with customers – and it’s a way to avoid making deals that you’ll regret down the road. Don’t ever be afraid to walk away from deals that will have a negative result for you or for the customer. Many times, you’ll win that business back down the road.
Being Fully Transparent About Your Business Process: Instead of obfuscating next steps or giving vague half-truths about pricing or logistics, be fully upfront and transparent about every aspect of the process. Lay out the exact path from where the customer is today to ownership and implementation of your solution. Hedge nothing. This open communication demonstrates you trust the customer can handle the full truth. Keep in mind – your role is to help the customer navigate their Buyer’s Journey. They already know what THEIR process is and where they are in it; you shouldn’t hide YOUR process from them (and of course, your process and their Journey should mesh).
Being Upfront About Pricing & Value: Manipulative tactics like holding back pricing until the end, or overpromising value and downplaying costs, demolish trust. Be accurate and upfront from the start about pricing and quantify the concrete value/ROI. Trust the customer can make an informed decision in their own best interest. Keep in mind: Your customer CAN discover a price for your stuff – or your competitor’s – without a salesperson’s intervention these days due to technology. If they have to resort to technology, you have made yourself unnecessary. Don’t bitch when they treat you that way.
In today’s world of open information access and buyer empowerment, trying to “control” the sales process no longer works. In truth, it never really did – the customer always had the real control – but it’s definitely easier for customers to kick you out of their Buyer’s Journey now. If you want to succeed in this world, you have to get rid of fear-based techniques, embrace transparency, build trust, and engage customers in an open and authentic sales conversation.
When you lead by demonstrating mutual trust and transparency, you’ll get the right deals done – deals that make everyone happy that you did business, and deals that make the customer look forward to doing business with you again. And isn’t that what we’re really after?
Troy Harrison is the Sales Navigator and the author of “Sell Like You Mean It” and “The Pocket Sales Manager.” He helps companies navigate the Elements of Sales on their journey to success. He offers a free 45-minute Sales Strategy Review. To schedule, call 913-645-3603 or e-mail Troy@TroyHarrison.com.
INDUSTRIAL SUPPLY MAGAZINE
The November/December issue of Industrial Supply magazine features an in-depth cover story about Kimball Midwest. Plus, we're featuring articles by contributing writers Dirk Beveridge, Frank Hurtte, and Mike Marks, as well as interviews with numerous product and distribution industry experts.
