“Imitation is the sincerest form of flattery.” -Charles Caleb Colton
Mimicry is an essential tool for helping your customer. Copy your customer! People do business with people they like and trust. What creates this trust is a sense that the other person (i.e.. lighting specialist) is like them. People are more at ease with people that reflect their personal tone, stance, pace, dress, and use of language. So the best way to give your customer the best service is to start by reflecting these aspects of their personality. Look at mimicry as letting the customer take the lead.
Here are a few tips
1. Mimic their tone. If customer is relaxed be relaxed and vice versa. If they are serious present yourself and serious and no nonsense. Don’t present yourself contrary to the tone they set.
2. Mimic their stance. If they are standing make sure you are or if they are sitting try be seated as well.
3. Mimic their pace. Don’t be in a hurry if they are moving slower than you. Be at ease if they are. If they are moving the conversation quickly be quick.
4. Mimic their dress. Dress appropriately for your customer. Don’t dress in a three piece suit when visiting somebody that works in an auto shop and conversely don’t dress casually if you meeting with an executive.
5. Mimic their language. If your customer speaks plainly and simply then speak the same way. Likewise if your customer is someone who speaks with a technical vocabulary then speak in these terms.
Mimicry at its best is empathy. Doing this will not only gain their trust and good will, it will help you solve the customers problem. Mimicry puts your customer at ease and allows for better communication. Many times customers are so worried about being “sold” that they offer resistance even when they could really use our help. Remember that imitation is the highest form of flattery!
PHONE…OR IN PERSON?
The phone is a powerful tool of convenience! We can call a buyer who is 30 minutes away and sell him a repeat order. We save time and pick up a nice $600 order! However, there are downsides to using the phone. Here they are:
- We aren’t updating the Buyer on the new products we have added…we’re letting them learn about new products from the Big Box Stores or the peddler selling cheap LED fixtures.
- We’re not strengthening our relationship, our friendship. Remember friends buy from friends. Is our friendship strong enough to counter a peddler’s pitch on “cheap LED’s that last forever”?
- When was the last time we did a “Lighting Survey” of the Buyer’s facility to see where else we can help them with better lighting?
- Does the Buyer think of you FIRST whenever they have a lighting question?
- When was the last time you got a lead from that Buyer on a neighboring business or Buyer’s across town that you Buyer knows?
A phone call is a powerful tool but the field call is even more powerful. Be sure to use Field Calls to cement your Buyer’s to you and be sure to use Field Calls to build your account base.
This past week Paul St Jean wrote one of his key accounts for a $78,000 order!! I asked him how he got that account. He said “It all started with a field call…I got tossed out!” He then followed that with numerous Field Calls, and numerous small orders over a 2-year period. As he built his relationship the orders grew in size…ALL FIELD ORDERS! It culminated with this large order…and the BUYER is only half relamped!
Everyone has accounts that can be developed with good service. Take a look at your accounts and ask yourself these 5 questions:
- Can I provide them better service?
- Do they know about other products I offer that would improve their lighting?
- Am I the first person they think of when they have a lighting need?
- Am I seeing them often enough in person?
- Do I deserve more of their business?
We have the best lighting product line in the world! We have the best money making opportunity in the lighting industry! All we have to do is to make sure we let every Buyer know what we have to offer!
President Curt Kesselring
“If you want to conquer fear, don’t sit home and think about it. Go out and get busy.”- Dale Carnegie
So much of sales is about influencing the buyer make a decision. Whether they are a aware of it or not, the customer looks to you to guide them in making the right decision. Here are a few tips to help you be a good influence on your customers.
1. Motivation. Find out what your customer wants. What is motivating them? Get to the bottom of what they really want and give it to them!
2. Interest– Be interested in your customer! Give your customer your full attention and make them feel special. This not only helps develop a deeper relationship it also gives better insight into what they want.
3. Emotion– Be the person that brings excitement into their lives! Try to be creative, humorous, and spontaneous with your customer. In other word make them feel good about you and the decision they are making.
In the past months we have introduced a host of new business tools. At first they appear complex and hard to use. Gradually most of us have learned how to incorporate them into our business. Here’s a summary of how you can be using these to build your career…regardless of whether you are at the front end of your career or a Senior considering semi-retirement.
ROOKIES: You are starting out with the most incredible, high quality product line in our industry. We have the BEST LED products in the industry and a HYBRID™ fluorescent that trumps even the best LED tubes…OURS!! Rookies have Personal Website catalogs, electronic records systems, personal emails with templates to sell your customer and prospects on your personal website.
VETERANS have the power of our electronic records system and electronic order entry tied with a Premium Quality broad product line that allows us to take advantage of rebates and building retrofits. Veterans are selling more $5,000+,$10,000+, and $20,000+ orders than ever in history. Plus they have a broad product line making it easier to open and develop New Accounts!!!
Veterans are using their personal website to get 100% of a Buyers’ business by being at their Buyers’ fingertips when a need arises and when a buyer has time to browse our entire product line.
SENIORS: have an incredible opportunity to extend their careers by introducing their Buyer’s to their Personal Website Catalog. Now buyers can buy 100% of their lighting needs without having to wait for Sales Rep to call on them in person. A generous Reward$ Program ties the customer to their Personal Website Catalog and will extend that accounts life through the rest of the Senor’s life… long after they have quit making field calls!
We have an incredible opportunity now; bigger and more exciting than ever! Make sure you are taking full advantage of every aspect and every tool available to you. Don’t leave money on the table by being slow to understand and adopt the phenomenal new tools we have!
President Curt Kesselring
The reason is because e$ volume represents the commissions earned on any given volume. e$ Volume ties directly to commission. As commissions go up so does e$ Volume. This results in an awards program that is fair to all because it is based on money earned not sales volume.
e$ volume represents commission dollars!
The reason you want to be a Riser EVERY WEEK is because this indicates that this week’s commission is greater than your average commission last year! So beat your e$ Average from last year every week! Imagine if you set your goal to beat your last year’s e$ Average every week for 52 weeks! You’d for sure have an income increase! Note that to be listed as a Riser in the newsletter you had to beat your last year e$ Average by at least e$200! So…be a Riser every week and you are GUARANTEED an income increase!
President Curt Kesselring