When we work with objections from prospects and customers, the message we send has so much more to do with the context, tone and genuineness than the words we use. In sales we need to build relationships and create trust. But is telling people to “trust me” the most effective way? I think not.
What do you think when someone says “trust me”? Does it add to your trust or detract from it?
We are in the midst of a major swimming pool reconstruction in our back yard. The process of hiring a contractor for a project we didn’t want to undertake right now was kind of fun. As a sales expert, I really appreciate getting to BE the customer! Being the recipient of a good sales call focused on us is always enjoyable. This wasn’t what we experienced with many of the contractors and I have more tips from that selection process to share with you at a later time. This post is about what happened after we selected the contractor.
To shorten a long story, we selected a reputable contractor whom my husband said “I don’t know what it is about him, but I think he knows his stuff and I trust him.” So we checked references and signed on the dotted line to get this project going. The short 12 weeks of Wisconsin summer are fast approaching…
The project was in full motion – about 50% of the way there – when the contractor suggested a controversial approach to something. I objected to his recommendation – I couldn’t understand how the filter system will work if we remove the piece of equipment he suggested.
His response? “Trust me!”
I objected again, he said “Trust me!”
I told him that at this point in the project I have no choice but the trust will come after I see that what he recommends is working.
His response? “Well I wouldn’t be here if you didn’t trust me already.”
What do you think of his approach? Yes, we did trust him when we made the initial decision. But in the process of implementation, there was more opportunity to build trust. None of his “trust me”s helped. I am still skeptical and he didn’t provide the information I needed to trust the recommendation. I have lost some trust in him along the way.
In your sales, once you’ve had a decision made and are in the process of delivering/implementing, how do you respond when you are questioned about your approach? Do you try to understand what is really going on? Or just give a response that you hope makes it all go away?
The sale and providing value does not end with the decision to purchase. Our long-term sales success depends on how we continue to listen and respond.
A better appraoch for our pool situation would have been:
Objection: “Are you sure that is going to not be a problem later?”
Response: “What are you concerned might happen?” And then listen, empathize and give the appropriate information/details to justify it.
Trust me…this works.