Known, Liked, and Trusted: A Revision

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For three decades my friend was a successful salesperson. He was gregarious, charismatic, and charming. His method was to develop a personal relationship with his clients that was very much a friendship. He would invest his time and his money in that friendship. If his clients … [Read more...]

Incongruity Kills Trust

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Incongruence causes people to distrust you. People look to see if your actions match your words. If your words don’t match your actions, they see and feel the incongruity—even if you don’t believe they do. The mismatch is hard to miss. And that mismatch is even harder to … [Read more...]

Dear Client. You Are Wrong.

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The customer is not always right. You are not a customer service representative. You are a salesperson. And it is not the job of the salesperson to tell the customer that they are right or that they can have what they want (at least not the way they want it). When you call a … [Read more...]

How to Uncover Dissatisfaction Without Alienating Your Dream Client

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When you first sit down with a contact from your dream client’s company, they may not be willing to share with you the areas where they feel an improvement might be made--or where one might be necessary. They don’t yet know you, and you haven’t yet established a relationship or … [Read more...]

13 Ways to Resolve Concerns and Get to Yes

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Before your dream client makes a decision, they suffer through a period of indecision. They worry about making a mistake. They have concerns, and it is your job to help them resolve those concerns. References: Some of your dream clients will be confident moving forward with … [Read more...]

Why Your Dream Client Trusts Their Problem More Than They Trust You

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Your dream client knows that they have a problem (go here for a definition of dream client). They know that their problem is serious, that it is hurting their results, and that it is costing them money. But for some reason, they won’t change. Why won’t they change? Because they … [Read more...]

So You Want to Be a Trusted Advisor?

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This post was written as part of the IBM for Midsize Business program, which provides midsize businesses with the tools, expertise and solutions they need to become engines of a smarter planet. Are you willing to tell the truth, even when it may cost you your … [Read more...]

The Animal Spirits In Your Pipeline

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We have a lot of ideas about how buyers buy and how we as sellers should sell. We collect and count data (mostly without capturing any context) and use it to show how buyers make thoughtful, rational, well-informed decisions. But mostly, as buyers, we aren’t as thoughtful or … [Read more...]

You Made Commitments You Didn’t Know You Made

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Your client has to be wrong. They believe that you made a commitment that you aren’t keeping. But you don’t remember making that commitment. In fact, you would have never made the commitment they now expect you to keep. Here’s how those commitments get made. Your Silence … [Read more...]

Episode 24 – On Trust and Selling with Charlie Green

Charlie Green is a good friend. And he's one heck of a smart and engaging guy. I talk to Charlie all of the time, but this time I hit the record button so you can listen in on our conversation. Charlie shares some ideas about how to think about trust, his trust equation, … [Read more...]