Most sales professionals were taught that sales cycles followed a predetermined number of steps, with step one being the "prospecting and qualifying" step. The salesperson reasons that if they can get on friendly terms with the buyer, the buyer will be more willing to open up, and the rep stands less of a chance of pissing off the prospect. It comes with a built-in frother, and it has a 2-year warranty. Just ask. Assertive communication: "We were supposed to meet at 11:30, but now it’s 11:50." When it comes to the hard close, customers are well aware that you are selling them something. General Techniques of Assertiveness. The key thing about the assumptive close is that you need to take frequent "temperature checks" of your customer to make sure that she is following along with your assumption-of-sale. That's right. The second point is with regards to assertive vs. aggressive. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. 1. Assertiveness requires skill and can take time to cultivate, but it’s a quality you can (and should) aspire to master. Try to look and sound confident. Fogging is a useful technique if people are behaving in a manipulative or aggressive way. They figure that if they don't sound aggressive, they'll be fine. When you summarize the benefits and value of the product your offering, it's easier for a prospect to sign on the dotted line. Say “No” more often. “You” statements can be perceived as blaming O Example: O You don’t keep me informed. It’s about how you assert yourself and I want to share some tips later on how we can be assertive and not come across as an ass. Whether it is something we own or something that we want to own. If you're offered anything like water or coffee, gratefully accept it to begin establishing rapport. Far from getting the answers you want, you might just get the anger you were so hoping to avoid. Even though the salesperson using the second phrase might have a more empathetic voice tone, it's actually the more aggressive question. When putting forward a question, don't explain why first. The classic Columbo close was the line he often used after the suspects thought Columbo was done speaking to them. Assertive Communication 10/18/19 Assertive Communication Tips Ithac 1. As we said, under-assertiveness is often based on guilt and shame, and over-assertiveness is based on need inflation and escalation. What’s more, while these numbers show the clear relationship between high assertive and top closers there is one other factor that adds weight to the assertiveness equals closing argument. There's a difference, however, between being assertive and being aggressive, which can turn off potential clients. … Here are 9 helpful assertive communication examples to help you improve your ability to stand up for yourself and communicate effectively. The one caveat is that you should never use it too early in the sales cycle. Assertiveness training -- which might encompass behavioral therapy techniques as well as guided imagery and systematic desensitization -- can be quite effective in … First things first! Once you're aware of the technique, you'll see your sales numbers steadily improve. Just like learning the features and benefits of your product or service took time and patience, learning these closing techniques will take time, patience, and then a whole lot of practice. The take away close entails reviewing certain features or benefits a customer wants and then suggesting that they forgo some of these features — perhaps to offer cost savings. The purpose of guilt is to meet your moral standard. If you want to push a customer to make a purchase right away, try offering them some kind of special benefit. Find role models who are good at being assertive — not too passive and not too aggressive. He would turn and start to walk away, and just when the suspect began to breathe a sigh of relief, Columbo would turn and say, "Just one more thing.". Here are some tips on becoming more assertive: Work on your appearance. These are: Use "I" Statements. Did you know that taking things away from your prospects can actually be used as a closing technique? Avoiding conflict through fogging Tips to defuse a potentially explosive situation. Step 4: Pay attention to guilt and shame. Assertiveness is about treating yourself as an equal with others and … Thomas Phelps wrote about sales for The Balance Careers. Assertiveness starts with an inner attitude of valuing yourself as much as you value others. Assertive at work “Positive attitude” / “high motivation” / “Self-confidence” are the key traits in an individual that leads to being assertive at work success. When asking for action, always use “please”—even if you are the boss. If you spend too much time worrying about coming off as aggressive, you probably won't be assertive enough to get the information you need to help prospects. Put It All Together. As we said, under-assertiveness is often based on guilt and shame, and over-assertiveness is based on need inflation and escalation. This list represents the techniques that have proven to be effective over ​time. While few think of Columbo as a sales professional, his famous one-liner has led to more sales than almost any other line in sales history. Using a puppy dog close is a low-pressure and highly effective method to get a customer to sign on the bottom line. The damage is done as a result of how the salesperson handles the answer. Here’s a great formula that puts it all together: “When you [their behavior], I feel … “I” statements reduce the likelihood that … The Balance Careers uses cookies to provide you with a great user experience. We also offer free delivery.”. Put simply, being assertive is a happy medium between the two extremes of aggressive and passive. As long as the sales pro makes sure that each step of the sales process is covered and provides enough value to the customer, assuming a sale will close is a powerful and highly effective closing technique. If you help the prospect visualize what they're purchasing — and sum it up in a concise way — it's easy for them to understand they're actually getting what they want. By using The Balance Careers, you accept our. Which of the following two options comes off as more presumptive to you? Few people have perfect communication skills that they implement 100% of the time, and many people could brush up on their assertiveness communication skills. Two key techniques that can aid assertiveness are known as "Fogging" and the "Stuck Record" technique. Dress appropriately, make eye contact. It is crucial to understand when and how to apply your assertiveness skills and techniques, and to understand that it's not always even appropriate. Few people have perfect communication skills that they implement 100% of the time, and many people could brush up on their assertiveness communication skills. How? The If I – Will You Close (also called The Sharp Angle Close) is a traditional … We're committed to your privacy. Providing the explanation before the question comes off as passive-aggressive, because it implies that the salesperson's conclusion -- in this case, talking to Procurement directly -- is not up for debate. The purpose of guilt is to meet your moral standard. Aggressiveness, meanwhile, is characterized by relentlessly pursuing your desired outcome while ignoring or attacking the opinions or desires of others. This results in a psychological impact on customers not wanting to lose anything on their wish list and moving forward purchase the product. ", "If you sign up by the end of the day today, I can give you 15 percent off.”. Reps let their qualification questions slide so as not to flare tempers. The 7 Killer Closing Techniques are tried and tested methods of closing that will help you in any sales situation. Group Size: Suitable for use with groups of almost any size. Closing thoughts. Marketing automation software. What Is the Best Way to Use Soft Sales Techniques in a Job Interview? There's nothing to specifically say to enact this technique except to be as uber confident as possible in your product and yourself. Take the no, and move on. Steamroll past the buyer's response by countering with something along the lines of "Okay, well, would you give me a ballpark?" Don’t use aggressive … To learn more, read our tips for being perceived as a trusted sales advisor. Free and premium plans, Sales CRM software. Use "I want", "I need" or "I feel" to convey basic assertions and get your point across firmly. You might try saying something like: Most of the time, this approach will work because people are often afraid to commit — even if they want the product. When it comes to offending prospects, the damage is rarely done as a result of the question posed. Assertive communication can be characterized by a variety or combination of signs, including: stating an opinion or desire clearly and firmly without attacking the other person's, not interrupting others and letting them share their ideas as well, accepting responsibility instead of assigning blame, and stating perceptions instead of accusing and judging. “Please” does … Few can resist the cuteness of a puppy. Many sales reps think aggressiveness is a voice tone issue. Good communication skills come with healthy assertiveness and vice versa. You can implement these methods whenever you notice situations of conflict and disagreements. Fogging is a simple technique used to slow down a potentially unpleasant situation, give both parties 'space' and prevent the situation from escalating further. Have you ever swallowed a question or backed off from a certain topic for fear of offending your buyer? You will stand taller, breathe better and feel stronger if you do this and exercise helps to free your emotions. Use Assertive Communication Techniques. But the truth is, salespeople are often more worried about the potential of pissing off prospects than the situation warrants. Despite its negative reputation, sometimes the hard close is the best ​closing technique to use. What Is Customer Relationship Management (CRM)? In general, if you’re saying something the recipient won’t want to hear, take these tips from Psych Central: Put yourself in the recipient’s shoes and write with empathy; Avoid the word “should” or making the recipient feel guilty; Don’t make threats or ultimatums; It’s okay to offer advice, but don’t give it unless you’re asked For assertive behavior, you’ll have to let go of the need to … Giving someone a lot of work to do, taking on a new responsibility, asking for leeway, requesting a favor, disagreeing with someone, expressing a strong opinion, or just saying hi after a long radio silence—these topics are tough in conversation, and when you’re trying to broach a difficult subject over email, there can be even more at stake. Being assertive means being direct about what you need, want, feel or believe in a way that’s respectful of the views of others. They will help you be assertive and gain more respect. Being assertive as a salesperson is a requirement to thrive in a competitive economy. Possessing a correct assertive at the work and with the colleagues could aid in getting what you want at your office. Stick with statements that include ‘I’ in them such as ‘I think’ or ‘I feel’. Effective Assertive Communication Skills O “You” vs. “I” Statements O Always use “I” statements. The second point is with regards to assertive vs. aggressive. If you've ever purchased a car, the sales professional most likely employed the puppy dog close on you. Written by Jeff Hoffman Let's say a salesperson asks their buyer "What's your budget for this project?" If your prospect asks for the explanation behind your question, offer it honestly -- but not before they request it. It depends heavily on factors like the type of prospect you’re dealing with, his/her needs, deal size, opportunities and so on. That way, you have some leverage that will help you get the answers you're looking for -- not to mention that you set the expectation that the sales process won't always be 100% comfortable or easy. assertive. Hard ​closing demands a lot of courage and confidence and should only be used when you have nothing to lose. The shorter and simpler your questions, the smaller the speed bumps you'll encounter. The Stuck Record Technique The Stuck Record technique employs the key assertive skill of ' calm persistence '. • To define assertiveness and identify the characteristics of assertive behaviour. Many sales reps think aggressiveness is a voice tone … And that's precisely the kind of rep buyers want to work with. Good communication skills come with healthy assertiveness and vice versa. Use good manners. This is face-to-face, show no fear, get-the-deal-signed type of selling. Free and premium plans, Content management system software. While people generally love to buy things, most hate being sold to. What It Means to Be Assertive. With these factors in yourself, you can step up in your career creating a bright future for yourself. Use “I” statements that focus on how you feel in a specific situation. How it works. It all comes down to your phrasing. The wrong thing to do in this situation? For more information, check out our privacy policy. This video contains over 5 celebrities! If you are someone who keeps your emotions repressed and your body muscles take the full brunt, it is important to exercise and stretch those muscles to stop this. If your style is passive, you may seem to be shy or overly easygoing. It works whether you're selling automobiles or timeshares. In communication process, four major styles are being identified: the passive, aggressive, assertive and passive-aggressive styles. Let's face it: we hate when things are taken away from us. Use ‘I’. • To identify situations where participants find it difficult to be assertive. This way, you cut through the inertia. Begin with a greeting such as “Hello Edward,” “Good morning, Zoya,” or “Dear Max.”. Premium plans, Connect your favorite apps to HubSpot. It is the ​​backwards closing technique that starts where most sales end. It’s a communication skill that can reduce conflict, build your self-confidence and improve relationships in the workplace. Here are some tips to help you learn to be more assertive. Ask those hard questions before you've provided the prospect with everything they want, such as a demo or a trial. After that, it's smooth sailing to explain the product and its benefits and value — and then ink the deal. You could use the most respectful tone in the world and still come off like a pushy jerk. Non-assertive behavior is the result of a deficit in assertiveness skills. Make steady eye contact, have a firm handshake and smile confidently. Stay up to date with the latest marketing, sales, and service tips and news. However, research on violence and men’s roles demonstrated that many physical altercations result from poor … Being assertive involves pursuing a desired outcome or stating and standing by an opinion while still being mindful and respectful of the desired outcomes and opinions of others. Not only was the TV character Columbo a fantastic police detective, but he was also an exemplary sales ​coach. Guilt and shame are especially sneaky emotions. Offer the conclusion, and then the explanation. While these various sales closing techniques can help you make a sale, it goes without saying that a single closing technique doesn’t work for every prospect – It’s not magic. In their minds, they must behave callously and obnoxiously to claim the title of “hardcore closer”. This happens on sales floors around the world every day. The assumptive close helps put sales professionals in a better state of mind because they assume that the customer is going to make a purchase. See if you can imitate their best qualities. Offer to let the dog lover take a puppy home to "try it out" and nine out of 10 times the customer will buy the puppy. It involves repeating what you want, time and time again, without raising the tone of your voice, becoming angry, irritated, or involved in side issues. O I find it hard to keep up on the project when I don’t have all of the relevant information. Closing the Sale Effectively When you or your sales force implements closing techniques, this can result in more revenue, more effective staff and happier customers. Many times, salespeople will wait until they build rapport with their prospect before asking them "hard" questions. Use these three strategies to stay on the right side of the line, and sell more deals. Here are 9 helpful assertive communication examples to help you improve your ability to stand up for yourself and communicate effectively. Here are 18 Pet-Oriented Business Ideas, How to Close a Sale With These Three Foolproof Closing Techniques, How to Overcome the Fear of Closing a Sale, Here's a Great Overview on Getting Into a Career in Car Sales, “We only have one item left at this price, and it'll be going up next week. You'll Need: • A piece of string/rope that is approximately 4 metres long. It’s about how you assert yourself and I want to share some tips later on how we can be assertive and not come across as an ass. Don’t assume you know what the other person’s motives are, especially if you think they’re negative. For sales professionals who have the option of allowing their prospects to "test drive" or "try" their product, the puppy dog close has a very high closure rate. 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