Consistently Outperform Your Competitors:
Add the TRIUMPHS Model to Your Skills Repertoire
By Jack Singer, Ph.D.
Susan has been doing well in her advising career for many years. She understands how to how follow up on leads and referrals and how to offer excellent service to her clients. Yet, shes amazed at how much more successful her colleague, Michael, is, when she puts much more time and sweat into her work than Michael seems to do. She wonders what is missing in her approach. Michaels book of business and new referrals is growing much faster than Susans
The key difference between Michaels and Susans approaches is the fact that Michael has trained himself to be an active listener.He uses the T.R.I.U.M.P.H.S. model to not only to help him maximize his client services, but even when he is not dealing with clients, it is a powerful technique that helps him communicate effectively with his wife and teenagers,
Here are the components of your sales T.R.I.U.M.P.H.S.:
T Treat your client/customer with respect and value. Developing rapport with the prospective client/customer is a crucial first step. Smile, position yourself at the same level (sitting or standing, depending on what the client/customer is doing), and slightly lean toward him, maintaining eye contact. Make sure your cell phone is on silent and you can give undivided attention to the customer.
Listen to what the prospective client is saying and dont shuffle papers or start thinking about your response. Just listen to her. Regardless of what the person asks, dont fall into the trap of thinking you need to answer immediately. Its ok to say, Thats a great question. Give me a day or so to research our products to find the one that precisely addresses your question. Some ongoing and prospective clients can be long-winded, nervously asking a lot of questions, especially regarding expensive products. Cutting off a speaker may lose you the rapport you need to develop. Always give the speaker the courtesy of finishing a point before you interject yours. Again, take notes so you wont forget what you wanted to say.
R Reflect the meaning of what your client is telling you before you actually respond. The best way to understand your prospective customer is to make sure you are listening carefully and the best way to do that is to reflect or paraphrase what you heard him say before you comment on it. An example is, What Im hearing is that you are not certain that this product will serve your needs.
I I statements are powerful. As you paraphrase and reflect back what the buyer is saying, you can use I statements, which are very powerful. For example, I am getting the feeling that you are uncomfortable with this product and would like some other options. For you to start with You would be much more threatening for the buyer. You dont like this product.?
It is important to realize that by understanding what the listener is saying, doesnt mean necessarily agreeing with him. You are simply showing that you are hearing his concerns. Example, Fred, I hear your concerns because of your last experience with a similar product. Let me get the information you will need to make you feel better about this. Always acknowledge the speaker and his position before voicing your opinion.
U Understand the needs and goals of your client/customer. If you are genuine and sell quality products that will truly satisfy your customers needs and desires, the customer will trust you. That includes not selling him the most expensive product if you believe it is not right for him. Nothing gains their trust more than you being honest with him.
M Monitor the tone and mannerisms of the prospective customer. Body language is so important that studies point out that only a small percentage of what is heard by a listener are the words of the speaker. Most of what is heard by the listener is tone of voice, smiling, facial expressions, vocal inflections, etc. Watch for all of these indices of your customers mood and attitude. You might even wait for a pause and make an interpretation of what you are sensing. An example is, I am feeling as if you believe that I am trying to force you to buy this product. Is that whats going on in your head, Alice?
P Probe gently and with respect. Your job is to try to understand what your prospective client/customer needs and how you can accommodate those needs. The only way to show people that you have exactly the product to satisfy those needs is to ask gentle questions about their goals and hopes (related to your product). An example is, If you could describe the ideal software to solve your business problems, what would you like it to do for you?
H Help your client feel safe in the conversation. For major purchases, such as insurance policies and annuities, clients need to feel safe discussing ther specific money issues. Gently probing about personal and family situations that affect their pocket book requires them being able to trust you. This entails ensuring confidentiality and showing genuine concern for their needs. If you expect them to share their biggest fears and insecurities, you must focus in on what theyre saying, be sensitive and assure them that you will help them to meet their goals.
S Summarize. Youd be amazed at how much you show the speaker you are listening by frequently summarizing what you just heard. This will also help you to focus and remember what the speaker is telling you. If you have hit the key points in your summary, the speaker will feel validated and closer to you. If you missed key points that he is trying to convey, he can inform you about that at this time. Practice this with friends and family. Its easy to get the hang of it and it really works!
Developing and sticking to this TRIUMPHS model will surely bring you your share of triumphs over your competition!
About the Author:
Dr. Jack Singer is a professional speaker, trainer and practicing psychologist. He has been speaking for and training Fortune 1000 companies, associations, CEOs, financial advisors, sales staffs and elite athletes for 34 years. In addition, Dr. Jack privately coaches financial advisors to develop the mindset of a champion advisor, despite the inevitable challenges they face.
Dr. Jack is a frequent guest on CNN, MSNBC, FOX SPORTS and countless radio talk shows across the U.S. and Canada. He is the author of The Teachers Ultimate Stress Mastery Guide, and several series of hypnotic audio programs, some specifically for athletes and some for anyone wanting to raise their self-confidence and esteem.
Originally published on September 24, 2012 by SpeakerMatch Speakers Bureau