The Natural Posture
You need to remain natural, “very natural” should I say. It has to be you as a person, not a professional. You will give the impression that this is the way you communicate at the retail store, but also with friends or at home. Natural but also certainly with a “never too...” attitude: never speaking too quickly, too loudly, too long, too simple, too complicated, and never too much.
It best to speak naturally and fluidly but also in a rich, meaningful way. Speaking simply does not mean being simple, with only basic vocabulary. On the contrary: it is by being very precise and elegant that you can make the difference. But it should never be overdone.
Converse Rather Than Broadcast
Favor conversation mode rather than a broadcasting one: it is more comfortable for your customer and actually less energy expending for you. The best way to encourage your customer to speak is to leave some space! Pause after each sentence. Do not forget to smile nicely after every three sentences. You will be surprised: your customer is so eager to talk and to engage in conversation with you.
Golden Rule Corner
Only one person can speak at a time.
Leave space for customers to speak!
A conversation is not a “monologue” nor a self-centric speech. Imagine that you go to a friend’s place and he is only talking about himself and does not even listen and let you talk. Many sales advisors think it is good to speak about their brand and products with pride and love. Since brands call these people brand ambassadors or product experts, they feel that they have a first priority: to say as much as they can about what they know—sharing it all. Some advisors think that it is important to talk about themselves in order to establish personal relations and therefore they talk a lot. This approach only leads to a dead end. It is all about a subtle dosage of what you say yourself, and what space you leave to let a customer to express themselves, that the best sales advisors know how to control.
What you say is good but not the best thing. The most important thing is to answer perfectly the questions a customer might ask. Instead of telling all about the history of your brand sometimes it might be worth waiting a little. If the customer asks you how long your brand has been established, you are sure that what you say will be listened to and remembered.
Simon with Mrs. and Mr. Williams:
“Here we are! It’s indeed a beautiful house. ”
“My work was to assist you in identifying this property and it’s now up to you both!” “Please tell me if there is anything you don’t like—I will write everything down. ”