Sales Techniques

The trade visit

Negotiating can be compared in some way to adapt to change, being a diplomat and never to bring your partner to lose face. Think of it as an ally, never as an opponent. If you treat your partner as an ally, he will be tempted to become one. Make sure that at the end of the talks also your customer is happy, and if the negotiation fails for any reason, offer a pause for reflection, but never abruptly break the deal. With this method of negotiating win-win can be traded in an efficient and stress free.

Now all we have read tips, sales techniques, and sales strategies and so on. Etc… Some of these strategies work well and others looking ‘less, depends on the area in which we work and personality of the seller. Not all marketing strategies work the same way. What for some is “miraculous” for other just does not work. Addressing a business visit to a potential customer, who does not know, can be a big problem especially if you are not used, but you have to do to attract new customers.
To make the visit as effective as possible, before going to visit any potential client, we must prepare a mini presentation of our company; we make our own to make it as natural as possible. This is an exercise we must do to make us safe and to convey a particular message or a certain image of who we are presenting. The recording of the message serves to clarify our ideas and do not run out of words. Also fulfills a simple lineup of speeches to be addressed, but then it must be repeated and repeated until the display in a fluid and natural.
Here we will expose a guideline that will help you tackle the business visit in the most efficient and prepared as possible.

● Define the commercial purpose of the visit. The purpose of the visit should not necessarily be the closing of the sale agreement during the visit. Unless you work for a company that aims to close in the first visit (depends on areas), your primary goal is to make known your company for future business relations. During the visit you should focus your attention on one point: target and attract the attention of the customer.

● Obtaining information. The second goal is to get as much information as possible about the company you are visiting. You will need to focus your conversation on what is really important to your potential customer. In this respect, before visiting the customer, it is good information; the Internet will be of great help, visit the customer site and found useful information or news related to your visit. E ‘needs to know who he is and what it does. Can also be useful to visit Linked In (or other social networks) to visit the profile of the person you meet.

● Be on time. Today we are all busy and you may have given up other activities to meet you. If you arrive late at the meeting probably will not be a good idea of ​​you and your company.

● Appearance counts.’s Clothing matters and must also chooses according to your company, Client Company and the product sold. No need to put in a tuxedo if you go to sell products to shops, but you should always give an image of honesty, integrity and order. Your appearance should reflect you and your company in a natural way.

● Have the necessary materials. Before leaving, check that you have everything you need to introduce the company and the product in a complete and comprehensive. It’s good to prepare a presentation not long, but then the deeper aspects relevant to the customer, making the presentation interactive and engaging.

● Be attentive and listen. Every detail can help to focus the visit on what matters to the customer and closer to the ultimate objective. Therefore, listen with interest to what the customer has to say, ask questions relevant and appropriate to investigate issues of concern to the customer. Any information that you’ll take home will help to build strategic relationships and future.

● Avoid lengthy presentations. Avoid them especially if you see interest in the potential customer.

● Write down the information. Remember to keep detailed on a board that reviews all the information you found during your visit to sell. Mark the dates, names and specific interests of clients. What now seems clear in a few months you can not remember it.

Many times the commercial success of a visit depends on many circumstances in a given time may not converge, but they can build the foundations for a future relationship. This concept is important that the seller knows perceive it. If the potential customer visited there wants an offer, you sign a contract or do not already have a service or product similar to yours, does not mean you forget it forever, and discard the profile. The important thing is to monitor and keep in touch with him. The customer will perceive your professionalism and your good intentions and probably will focus on you in the future.

Negotiating can be compared in some way to adapt to change, being a diplomat and never to bring your partner to lose face. Think of it as an ally, never as an opponent. If you treat your partner as an ally, he will be tempted to become one. Make sure that at the end of the talks also your customer is happy, and if the negotiation fails for any reason, offer a pause for reflection, but never abruptly break the deal. With this method of negotiating win-win can be traded in an efficient and stress free.

Negotiating Win-Win is a marketing strategy based on achieving an agreement favorable and beneficial to both parties.

Win-Win negotiation with both the buyer and seller come out winners from the negotiation, then, thanks to this marketing strategy will get the most pleasant transactions, complete and lasting.

Here we see what are the 7 key benefited that are obtained using the Win-Win negotiation.

1. With the Win-Win negotiation you avoid making enemies. Strive to build a network of suppliers, customers, employees and consultants who work amicably with you. People who are always trying to squeeze the lemon until the end, negotiations in the so-called “Win-Lose”, often leave dissatisfaction nell’interlocutore who took part in the negotiations.

2. With a Win-Win approach often comes before the conclusion of the negotiations, as both sides strive to reach an agreement.

3. The Win-Win process benefits from the creative efforts of the two parties to work together on a single problem to find a solution compatible with the interests of both parties, instead of having two opponents firmly on their positions.

4. The two parties, together, form the basis for a lasting collaboration. Once you establish a climate of trust, the relationship is beneficial to further negotiations.

5. The Win-Win Agreement with respect to a happy ending imposed agreement. In many cases, if the other party comes out a loser from the negotiation is going to undermine the relationship. Often negotiations Win-Lose-Lose Lose soon become because the relationship between the two parties may break and just one win during a negotiated compromise future agreements.

6. The Win-Win is more effective. This approach has the advantage of motivating the parties and closing the deal and to open a new route of communication between the parties.

7. Win-Win Negotiation is pleasant and less stressful. This last point has nothing to do with purely economic interests of the company, but less stress is a guarantee of greater efficiency.

To conclude we can say that the negotiation “Win-Win” is first and foremost a business philosophy based on understanding and cooperation, capable of creating value and wealth for companies that use it.

Sales Strategies

Strategies to sell

Most entrepreneurs start their business with great enthusiasm. There are many sacrifices made to start and grow’s activities, it focuses attention on every detail, from production to packaging, from pre-sales service after-sales service. Unfortunately, a large proportion of entrepreneurs is focused on short sale real and poses the following questions: how to sell the product, which proposes to offer commercial customers, such as raising awareness of the product and the company. In short, it pays little attention to planning an effective marketing strategy.

Regardless of the size of your company, your marketing strategy has to do with all the ideas and techniques to use with your clients to know and buy the product.

At this point you’re wondering how to plan an effective marketing strategy, and here we list some tips to get started:

  • Establish sales targets: Plan sales targets for the short, medium and long term. Obviously not enough to want to sell now and then, the goals must be realistic and objective. Also should be studied so as to enable you to assess both the human resources (sellers) and the promotional activities undertaken.
  • Establish the necessary resources to achieve goals. Once you have defined objectives, it is necessary to quantify the necessary resources (human and financial) to achieve those goals. It is therefore necessary to plan a budget to promote and publicize the activities in order to attract potential customers.
  • Review your progress monthly. As part of normal sales activities should monitor progress monthly. If for example you have 3 and each trader has monthly sales target 10 should be monitored monthly to achieve the target. This assessment will allow you to have the situation under control and to face the market quickly if sales differ greatly from the objectives. Obviously, this process contemplates that the seller is enabled to be able to sell the product (offers, brochures, etc.).

What resources are available?

In order to develop a good marketing strategy needs to consider the use of resources that will enable you to achieve sales targets:

Market Report

This involves the application of marketing techniques in place to determine what customers are looking for, where you are looking for, where to find it, what is their buying behavior and consumption, etc.. Etc…


Advertising is an important tool to attract the attention of your customers. There are many ways and means to get publicity (newspapers, radio, TV, internet, etc…) Some more expensive than others, some more successful than others.. However, it is said that half expensive is necessarily the most effective for your product.

It ‘s very important to the message transmitted, how it is transmitted and product details to highlight. This is why contact with professionals can help you choose an effective message that reflects not only on sales but also on product recognition.

Business Contacts

They have to do with human relationships that revolve around your business. They are needed to strengthen and to publicize your business. Thanks to the “contact” you can build alliances, find clients, suppliers and find helpful information.

Public Relations

Public relations should be part of the strategy. Through Public Relations will have the opportunity to present your product / service to the media? Periodically prepare press releases to be sent to the media, someone might give way to your company and attract consumers’ attention on you.

Sales Techniques

After sales

Negotiations culminating in the sale of a product or service are the start of other activities. By the end of the sale will begin a more sustainable and long-term customer.

To this end, it’s important to keep an updated registry customers, each customer should be given a card upon which to write down the important information about the customer, the date of visit, products purchased, etc.. Etc… It is also necessary to maintain strong relations with customers, by means of successive visits or telephone contacts. After the purchase to ask if it is satisfied with the product and why it is more or less satisfied, and then to propose other related products or services to which the customer may be interested. Finally, remember that if you can quickly resolve problems that may arise after the sale certainly be able to retain a customer and to ensure future sales.

Another important activity directly related to your  sales goals is to maintain an active organization of financial

You need to know at the end of the day or weekend as you sold, what was your useful and what your sales target is.

Unfortunately there are still many sellers who do not make this, but I guarantee that helps to understand where you are with the work and especially to focus on future goals.

Also must consider that in this way you can check the amounts received (commission) is correct and what you’ve earned / spent to achieve the objectives.

The financial organizations of a seller (in outline) are very simple and just keep up with expenses made during the day and the commissions earned.

In this way you can monitor your income every day, week to week and adjust your work to compensate for periods when sales are scarce.

In addition, continuous monitoring of results will allow you, if you are not satisfied with the results, to be flexible and change the way of giving a turn to act the way you sell and market approaches.

In conclusion, after the sale you must:

  • Stay in touch with the customer
  • Organize the work
  • Check the performance
Sales Techniques

Close the sale

All measurements made so far have all one and the same objectives: to close the deal. Thus, some steps can be skipped if not needed for closure. The key point is to develop the ability

All measurements made so far have all one and the same objectives: to close the deal.

Thus, some steps can be skipped if not needed for closure. The key point is to develop the ability to sense when the client is ready to buy. In fact, this is a special time; the seller should speak as little as possible, because these things could inadvertently blow up the purchase.

From the moment the client is ready, any time will be good to conclude the negotiations, and before we conclude the better.

E ’should be concluded quickly but without haste. Should remain calm and perform all the steps necessary to formalize the purchase.

Find out when the time is right

If you want to maximize the time available, you must learn to recognize “the right moment.” There are many verbal and nonverbal signals that serve as indicators, many of them we have seen in previous chapters.

Pay attention to what the customer says and time (minutes) which uses during its expressions. The time may provide an indication of the fact that in the mind of the buyer purchases already made and expressions he imagines the future while using the product / service you are purchasing (I can use this cream to protect against mosquitoes or: with this car I can go to the beach whenever I want).

When you realize that the customer has already bought the product ideally, formalized the purchase.

Lead to the conclusion

Although sometimes we anticipate the customer and helps us to quickly reach the closing of the sale, this is not always the case.

Often, even after obtaining the customer’s attention, collect information, anticipated objections, created the ideal state to purchase the product is presented in the best way, we realize that something is missing so the sale goes through.

In this case, ask direct questions that can continue the negotiations:

What should happen to close the deal?

What other information can be useful to purchase the product?

Usually after one of these questions (or similar questions that give a turn to negotiation), the customer expresses his last stand if treated properly will lead to the sale of the product or the refusal by the customer. Either way you will be able to disengage or not waste time in lengthy negotiations that lead nowhere.


The work begins after sale during the sale. Even if the customer has accepted all conditions and is eager to purchase, you run the risk that the next day to repent of your purchase.

Unfortunately, this situation is quite common, the customer buys the product, takes it home and only there you realize you have spent more than they wanted to spend, or that the tool has some function in less or anything else at this point comes the disappointment.

But, how do you avoid this situation?

The technique used is the same one used to deal with objections. Knowing what can happen at the end of the sale you try to anticipate and make sure that the customer will be happy with your purchase in the future. Remember that a satisfied customer will bring more customers and you will reduce the time required to search for new contacts.

Sales Techniques

Managing objections

Another of the most common phobias (along with that for the price) is the phobia for the objections. Often it is difficult to treat, to deal with them, and sometimes you give up a sale due to small negative references made by the customer.

As we have said, it is important to believe in the product; otherwise you give up the first resistance to the sale.

We start from the point that it’s hard to sell something that does not have a weak spot, so we take into consideration the fact that the objections are part of the sales process and that the most important thing we must do is: learn to manage them. The objections tell us what the concerns of the client are and teach us how to better present the product to avoid them in future.

Below we will see how to handle objections from customers; an objection properly managed in most cases will result in the sale.

Let’s start with objections

Sellers who do not want to hear objections probably will never succeed in sales. To achieve significant financial need to be prepared to properly handle the various situations that arise during negotiations. Adequate preparation will allow you to become a successful seller.

Certainly you can learn to handle objections in a different way, this is possible through comparison with more experienced sellers or through a specific training, but it is important to be aware that each time, during a negotiation, you will face some objections and management of these that will give you the opportunity to stand out.

Now try to stop a moment and a list of all the objections that you hear every day from your clients or possible objections that can be moved from potential customers, make a list as complete as possible.

Anticipating objections

Essentially to become a seller who receives little or no objections must first know the problems that customers normally complain (see the list made previously), and then anticipate looking for a way to ridicule or make them trivial, so unlikely your partner continue to argue objectors.

In this way, you can virtually eliminate the possibility of receiving objections from the customers.

The way to anticipate the objections is critical to the success of this tactic and can work well with some customers and less well with others, so it is useful to refine the advances in order to make them satisfactory for most of our customers. Now take your list of objections and try to create advances satisfactory for use during the negotiation.

New objections

Of course you can still receive the objections that I had not thought of or that no one had ever placed there. In this case you should write the claim made by the customer to create a preview you can use in sales.

But there is still a case to be seen, the case where the customer’s objection is well founded. That is, the customer has reason to complain. In the event that the real problem is selling the product to the customer only if he is highly motivated to purchase, and we still communicate the problem to the company.

Selling despite objections

As mentioned above helps us to handle objections during the next sale, but what we do during the negotiations?

If we are convinced that such investment is still a good deal for our client, we will:

By observing the nonverbal behavior of the customer and trying to enhance the product to facilitate acceptance of likely faults.

Nonverbal behavior

Sometimes the objections are not truthful or otherwise have anything else, a tool that we have is non-verbal communication of the customer and then matching with what the customer has informed us.

If the claim made is inconsistent and can rise to the suspicion that the claim is only a ruse to cover other motives other or simply that the customer wants a discount on the selling price. This type of objection might make you lose time, you must find out what the real needs of the customer.

Enhancing the product

Our task will be to try to enhance the product so that the customer is satisfied with the purchase and buy despite the ‘objection.

Whatever the problem levers to be used are always those emotional, security, pleasure, quality, trust, comfort or anything else that can compensate for the objection and that the customer will lose if he does not buy the product.

Remember all that you sell are only feelings, you just find out what is the feeling that can overcome the objection and to close the sale.

In conclusion

The management of the objection is very important and we must learn to anticipate and neutralize them before they occur to avoid rejection of the purchase.

Create a list of objections and learn from them. During the next sales anticipatable and ridicule them, you will see that disappear.

In case there are new ones, put them in the list and do your best to make the sale using the leverage of values ​​that can counteract and overcome the objection.

With practice you will notice that customers will be less resistance and will increase your chances of closing the deal.

Sales Techniques

Product Presentation

The presentation should be a point of importance during the primacy of a negotiated sale. During the presentation of you and your client must have already established a rapport and the client must already enjoy a desire to know something interesting.

Sure, many sellers come from the customer with samples and huge overflowing of samples, and so often when we finally arrived we forget the customer relationships, emotions and preparation for sale, and often, after a chat vague they begin with the present product.

Of course, even in these cases you will get sales, but here we are talking about how to get results “different” by selling to as many people as possible.

So, before submitting the product is to be devoted to that described above (create a rapport and create a desire), then show what should be the object of desire of the customer.

Your goal is to let the customer know the benefits, services, characteristics of the object that will make you happy if you buy the product, but that will leave an empty feeling if you decide to return home without having made the purchase.

Here you will learn how to present the product.

Product Presentation

  • Boost the benefits
  • Associate benefits only to the product (during the negotiations)
  • Use the flaws of concurrent clients (if desired)
  • Present the price with conviction

Amplify the benefits

For starters, remember that there is no perfect product or service.

No matter what you sell you must learn to live with any defect in the product. It is assumed however that the flaws of your product you know them better than your client. That said, you begin to speak well of the product you sell, because if the seller already spoken against the company and the product, what customers?

All this may seem obvious, but I assure you that many sellers end up making a bad publicity for its products.

Therefore, knowing the problems exist at the time of presentation of the product the seller has only to amplify the positive characteristics of the object in question. Of course, as we have said many times before, the features must be truthful and must be convinced of the good quality of the product.

The rule is to focus 100% of your attention to product quality, even though they represent only a small part of what you are selling. This way you will consistent and a reassuring message to the customer.

If you do not trust or if you think your product has more disadvantages than benefits, perhaps it is better to change business or sell something else.

However, there are some situations in which to highlight the defects can be valid. One is when you want to anticipate the objections of the customer and another, and when we realize that this product is not for sale to the customer and probably result in customer dissatisfaction.

In conclusion, make a list of everything that you really believe and all that will really benefit your customers, all that can make the most indispensable product for them, then make a list and use it as something precious. Valuing benefits is always positive. Let defects for your competitors.

Combining the benefits of the product only

Have you ever seen a commercial for a product that shows potential contraindications or associations with its positive effects for the user? The answer is NO.

Every company aims to associate with that product and a positive image of wellness. The ads show men strong, free and determined. Drinks and Spirits associate happy people, happy to drink and feel good in the company. The ads show the power of the car, overtaking, security and social status of those who drive a car like that.

All this is done to establish an association between positive emotional states and showed the product sold. The seller has to behave a bit ‘such as advertising, to bring customers to have positive emotions while you are presenting the product.

For this reason, during the presentation, one must speak not only of product characteristics, but also lead the potential customer to travel with the imagination. We should be thinking about beautiful places, special moments, with feelings like passion, love and freedom.

In short, the person at that time should be just fine.

E ‘depends on what you sell, you’re not selling an item, you are selling emotions.

If you sell lingerie, bringing the score to sensuality, comfort, her new love.

If you sell software you have to sell the convenience, fun, time saving, reliability and security.

If you sell food products sold hygiene, taste, health, naturalness, being together at the table.

Think of any product and find out what emotions are behind us, if you find out what is the emotion that triggers a purchase you have completed the sale.

If you perform this operation you will be always remembered in a positive way and the product will be associated with these feelings.

Use the flaws of competitor’s customers

The use of the artifacts of competing products during a sales negotiation is a controversial issue. Some believe that it is neither necessary nor ethical, others believe that it is irrelevant to point out the faults of others during the negotiations, while others think it is a fundamental and based all negotiations on them.

Now, remember that: “Selling is helping someone make a good decision.” Richard Bandler

And you, the sellers know that your product is better or more useful for the consumer to the competitor; you want to let your customers buy that product without even making them aware of possible defects?

Knowing the defects of the competitors is part of the knowledge that a seller must have in order to operate in the market. To present to the customer in a sincere manner and with the intention to make the customer know what are the options available on the market, is part of the job of a good salesman.

In conclusion, the flaws of competitors used only if this benefits the customer, but if your selling style is different or if you feel uncomfortable, keep your line and your ethical way of being.

Presenting the price with conviction

For some sellers it is a common thing, for others it is the hardest moment of the entire sales process.

The latter are doing everything to delay the time to talk price. So scared, imagine the customer who complains and gives up the purchase because the price provided is too high.

It is probably one of the most common phobias sellers. Phobia that often turns out to be unfounded. The customer knows that what is sold has a value and if you notice hesitation by the customer, the seller is inclined to think that the cost is too high. It ‘obvious that the customer wishes to pay the price of an item related to the benefits and performance of the product, so it will be your job to ensure that these benefits are perceived by the customer with an appropriate value and correlated to the price.

Remember to be consistent with what you say, if you first think that price is too high, the customer will perceive. Do you think that a pen can cost a euro to a thousand or more?

So the advice to overcome this phobia is:

You have to believe that the price is suitable for a customer. For you, a product may be expensive or cheap, but the customer can be perfect.

You have to believe that the price is suitable for the product, its characteristics and its quality.

Talk about money in the most natural and casual as possible, unless it is an offer not to be missed, and then we should use to your advantage.

Sales Techniques

Create the ideal state of purchase

To create the ideal state for the purchase should give birth in a deep desire that the customer will purchase the product service.

It ‘important that this step advances the presentation will happen later.

Perhaps you think that means persuading the customer, and in fact is partly so!

From the first meeting with the client, since you have caught his attention, you begin to create the ideal emotional state to conclude the deal.

In many cases the desire is created even before, through catalogs and advertising which arouses the desire to buy the product.

Now, this time before the exposure of the product should be used to create, expand and strengthen and realize the desire to purchase.

I am the customer

To do this you need to understand how customers feel and what they really are, and begin to think of something that you wanted very much and then fortunately you were able to buy. Think of something that makes you happier to have purchased. It can be anything from a book, a CD, a pair of pants or just something that you really wanted and then be made.

Think back to that time, you had the will, the strong desire that drove the purchase of this product special for you.

What did you think of this product? Maybe imagine using and feel good, or maybe you looked at your neighbor so happy with that product to show a hint of envy.

When you have finally bought what was how you felt?

Maybe it was a dream comes true, or maybe it was not so special, but you’re happy with the thought of owning it and can use it. Perhaps you proud of your purchase and the decision taken.

Keep in mind all these feelings!

Motivating the customer

How do you create the ideal conditions for the purchase?

Simple, you make him feel how you felt when you did before cooling off. Wake up the memories he had in previous situations, good memories, fun and exciting.

To do this we need to be creative and ensure that the customer will return to a previous state in which he strongly desired a product that was then purchased. Should incorporate all the sensations he felt at that moment, if you can find out what was the object of desire, you can use the product name and remind him how nice it was purchased.

Surely to do this takes practice and belief but the results will definitely extraordinary!

There are also other ways to motivate the customer to purchase, but this is definitely one of the fastest and most effective.

During this phase, watch for signs of consistency and agreement, these are good indicators of the state where the customer is located.

Once the client is in an ideal condition for the purchase must go to the presentation.

Sales Techniques

Gather information

To gather information includes both the knowledge of the customer is to incorporate all the signals that the customer gives us to understand how it is evolving the sales process.

This is an important phase of the sale, as at this stage we gather the information, select the best and use them to achieve our goal.

Knowing the customer

Normally it is important to find out as much information about the customer regarding the product you are selling, but do not forget that other news not related to the sale that you are doing can be helpful, but usually these are the most personal information obtained in longer periods but the latter are useful to establish a lasting relationship with the customer.

Be careful though in some cases you end up knowing the life of the customer and they have not sold anything.

So be objective and if you run into a talkative customer be sure to talk after you close the deal and remember that there are still other customers to visit. But be careful how close and disengage from the client while maintaining a good rapport because the customer may judge you “hasty”.

Some useful information to know:

  • The client’s taste in relation to the product we sell
  • The financial capacity to purchase the product
  • How and why the product is important for the client
  • The degree of need for the product

If you have friends or acquaintances who want to receive a gift that product

… And many other applications that integrate customer insight

But the main point of vital importance:

What the customer wants to declare itself satisfied with your purchase?

The answer to this question is the key to close the deal and win more customers. In fact, as we know, the product must meet the needs and desires of the customer, then how can we get this information?

In many cases the answer we are given spontaneously by the client, but the important thing is to be totally focused on finding this valuable information.

We can try to ask ourselves this question: What features should my product have to meet the needs of the customer?

Knowing that a good seller will try to exceed customer expectations! But if you have the confidence that the product will not meet those expectations required by the customer and the customer will repent soon after purchase, do not close the sale. This attitude will earn you the respect and trust of the customer for next purchase will probably turn to you. The philosophy in these cases is: lose a sale, but gain a customer.

Job Information

Throughout the time of negotiation the client will give you useful information to carry out the sale and will provide useful information to close the sale.

This information, if recognized and used correctly, you will sell simply because they allow the customer to drive so he feels included and involved.

The basic idea behind this process of gathering information is to discover the decision making process of the customer and customer satisfaction in every phase of it.

The most important information on which we focus our attention is:

  • You agree or disagree with the product and what we’re saying?
  • It is reasonable or unreasonable with his attitude?
  • What are the needs and what is the importance of product characteristics?

Surveys of agreement or disagreement

The ability to detect signs of agreement or disagreement is crucial during a sales process, but also in other professional activities or not.

Of course it is easy to know whether the customer’s agreement or not after you verbally, but in this case it might be late and make up is a difficult and in some cases not possible. We should not be able to know in advance.

Ideally, when a sale is collected in advance the intent of agreement or disagreement with the customer before he speaks and if necessary changes the course of the presentation / expression to obtain the consent.

The only way to anticipate the customer is to find non-verbal signals that will provide you after your every statement.

As of now, during the sales process, avoid getting lost in thoughts and open your eyes, ears and other senses to identify the clues that the client will provide you and take you effortlessly to the end of the negotiation.

The signals from the body

There are several signs that can be used to obtain useful information, such as they keep it in mind two, easily observable and which best indicate the intention of the client.


If we look at children, we can see how to use his head to affirm or deny something. We sometimes use these same gestures involuntarily, because they are deeply rooted in our unconscious and occur spontaneously and involuntarily.

This is the first non-verbal gesture to which we must pay attention.

For example: if your talking to a customer realizes that there is a disagreement with showing negative signs of the head, he does not expect its external verbal disagreement, but adjusted the route of your statements. If the customer expresses his disagreement will require much more energy and time to overcome and win back his agreement.

To avoid the objections and maintain rapport do the following: while exposing your arguments move the head slightly back and forth (signal arrangement) and if your partner is in agreement with you will tend to lead to reciprocate the gesture of agreement. This is a simple and valid to receive a positive response and continue the process of selling certain that the client is following us.

Facial expressions

Look at the face of the customer is another way to understand what the customer is thinking.

There are some well-defined signals that express approval or disapproval, it is necessary to find out when the person you’re talking about showing these signs.

The expressions most commonly expressed by the face are: the smile, the eyebrows up or down, eyes more or less open, if you are frowning or lying. In some cases the models and expressions common to many can not work with a specific customer, in this case you need to ask the client questions in order to better understand the expressions of a single party.

The identification of patterns of facial expression is done through a method called the gauge. This method speaks to the customer and you make statements with which you are sure that the customer agrees. Then you look at the score and then make claims with which the customer certainly does not agree. Looking at the customer identifies the words in which the customer expresses agreement or disagreement with the expressions we made.

Identify the congruence ol ‘inconsistency

The consistency or inconsistency is another type of information that is transmitted during the time of the conversation from the customer, but little is consciously perceived.

For consistency we mean when all the information both verbal and nonverbal is consistent and mutually reinforcing, that when a person acts in a way congruent with what he says.

Identifies the congruence during sales negotiations is crucial to understanding if the customer really agree with what you are telling or have some unspoken objection, and then he’s bluffing. In fact, based only on what the client says verbally can be a mistake.

For example: At the end of a party the host asks a guest: “I liked the party?” The policy response in this case is: “Yes, wonderful holiday, everything was perfectly organized.”. However, looking at the head of the guest, you can see a typical movement of negation. This passage indicates an ambiguous expression and incongruous!

In addition to head movement, there are other signs that may indicate an inconsistency, some of them are: facial expressions, the asymmetry of the body and eye movements, but the latter are more difficult to grasp if you do not have a training specification.

What to do if you detect a discrepancy

In the case of a negotiated sale, the inconsistency may mean that the customer has still not sure or do not want to express any objections or in some cases is hiding something about it. Usually unconscious signals of inconsistency are reliable, but that does not mean that the customer is in total disagreement with you, it is likely that some details of the negotiation, product or service are not clear. So, if during a negotiation identify an inconsistency in the expressions of the client will not have to do is ask the customer if somehow we can provide further information or which are the points that it is better to review together.


Obtain useful information during the sales process is a crucial point in the talks, because thanks to this information will be able to know the client, to perceive the real needs and satisfy them. Some of this information will be provided voluntarily by the customer, while others will be snatched by the seller through verbal and nonverbal especially the customer.

Sales Techniques

Establish Rapport

What is Rapport?

The report in the sale process is understood as the creation of a harmonious relationship and trust with the customer, so they are more open to share information and to accept suggestions from the seller.

Surely there will be realized to meet someone for the first time, on the street, in stations or anywhere else, and after half an hour you know a lot about his life or maybe yourself the secrets confided to you that you have not revealed even to your closest friends .

What happened? Simple, you have established a rapport.

Establish a rapport with another person, it generates a feeling of acceptance and trust which is fundamental in the sale. At this point, I think this extraordinary ability to establish rapport is innate in some subject and for others there is nothing to do, well, not so! Each of us can learn to create a rapport with the customer or with the people they know.

First, it is important that there is a desire to understand and want to help the customer; sometimes you just need this small opening of the seller to the customer to begin negotiations in a positive way.

The ways to establish a relationship are many; here we focus on the most popular. The techniques that lists can be used together or separately, at it’s best to focus and use one technique, then with practice you will be able to integrate the techniques and get much better results.

Here’s how to create and establish a rapport:

  • Trace non-verbal
  • Trace para-
  • Trace Minutes

Trace non-verbal

The technique of tracing non-verbal is based on the monitoring of movements and body language of the customer.

This type of rapport is assumed that communication between people never happens on one level and that the way our body communicates is very important, then two bodies moving in harmony, even if unwittingly create a relationship of trust and understanding.

Several studies have shown that, during a presentation, 55% of the effect on the public comes through body language (gestures, posture and eye movements), 38% is due to the tone of voice used, and only 7% came from the content of the presentation. Thanks to this study is to understand the possible role of gestures during a presentation or a negotiation.

But how do you create a rapport with the tracing of non-verbal score?

The non-verbal pacing can be understood as a kind of dance without music, where you should follow the first dance and gestures of the customer and then later you must ride in the ballet.

To do this you must reflect gestures, posture, expressions, body and even your breath.

Obviously this should be done with extreme care, respect and common sense, since you must not notice what is happening. Needless to say, tics, or other oddities should never be reflected.

Having traced the client should start to lead the dance, so start with a few gestures other than those made by the customer (such as touching the chin or arm), and check if the client is following you in a natural way in what you do . If the customer does not follow you then started to trace it and then started again from time to time to guide the process until you have success and he will follow unconsciously.

Once the client is following in the dance, accepting your guide, you’ll know you have created a rapport, continue the negotiations taking care to check every so often that the customer continues to follow and be in “contact” with you, since the process is dynamic, so you may have said or done something that broke the “dance”. You must test and maintain rapport throughout the sales process.

One of the best ways to understand how this mechanism is to observe people, how they behave when they communicate flirt or talk. In bars, restaurants, parks or at parties, observed the gestures and the “dance” of the people. You will understand how people behave, their gestures and movements, you will notice the difference between those who interact in harmony and dialogue in conflict.

To develop this technique, a lot of practice and especially the intent of wanting to understand and helps the customer.

Trace para

The voice is another important factor in communication, the same words spoken with different tones can be perceived by the other party in different ways.

First we must pay attention to the characteristics of the voice, there are many factors that make a difference, and here we mention the two most important: the tone of voice and speed of speech.

Surely you know someone with a voice that, no matter what he says, bothers you, then easily understand the importance of tone. Imagine a person with a shrill voice that presents the news, would be a failure! Now, imagine someone with a voice, quiet, soothing, inspiring trust and reliability. With whom would you stop for a chat?

Now think about the differences between these two items and choose what you like to have as a model.

Regarding the speed of speech, however, there are people who talk so fast that it is hard to understand them and others who speak so slowly that we’re bored. Of course these are extremes, but serve to emphasize the importance of the speed with which we speak and the effect it has on the listener.

Well, once we have given our customers the way he talks, we will put in place a procedure identical to the body tracing, we will change the way we express ourselves up to suit the customer, then slowly edit and test if it is behind us. The main points of this copying process are the tone and speed. Obviously avoid trace foreign accents or speech tics that could jeopardize any possibility of establishing a rapport.

Remember it is not necessary to become a copycat; you only need to follow in the way of talking about the customer, then resumes its rhythm and occurs if the client is behind us.

Trace Minutes

The tracing of the expressions deserve a whole “treaty” on the subject, but here we want to simplify things without losing sight of the ultimate goal which is to establish a relationship of harmony and trust between you and the customer.

In this technique are the words used, the content and meaning of the sentence to be modeled.

With the tracing report we report the customer a sentence equal to or very similar to that which has made by adding personal opinions

Here’s an example of this technique:

Customer: I want something nice and comfortable

Seller: The monster something nice and comfortable that will suit your needs

The important thing is to use the same words of the customer with the order in which they were delivered and then merge them or add your own idea.

This technique is very effective and greatly reduces the time needed to create a rapport.

Again, this technique should avoid the ‘parrot effect, “So, we will create interesting phrases intelligently.

In tracing the expression is very important to keep in mind the words used by our party that are directly related to his senses.

This procedure (as well as other previously mentioned) is based on the principles of NLP (neurolinguistic programming) that each person uses a particular channel (visual, auditory or kinesthetic) to express themselves, and of course to incorporate the information from the outside.

Consequently, a person who communicates mostly using a visual channel, it will use verbs and words associated with that channel, and is expressed using words like: look, see, think, etc.. To get in tune with that person, during the conversation, we will use its own channel “view” by using words associated with it that way. We prefer not to go into details of this argument because we would go to lengthen and complicate our “simple” being sold, but we encourage curious to know more about who we think very interesting.

Here are some of the terms used by subjects in their expressions, according to the predominant channel of communication.

The subject Visual use terms such as:

Looks spectacular, beautiful, beautiful, I see, clear view of perspective, light, reflection, scene, fantastic, etc.. Etc…

The subject Auditory use terms such as:

Listening, loud, harmony, feel, noise, rhythm, emphasis, tone, deaf, dissonant, and so on.

Kinesthetic the subject use terms like:

I think, perceive, understand, recognize, remember, explain, calculate, and decide, and so on.

At this point, we just identify the subject, analyzing the terms used during the conversation and relate to him using the same terms that refer to the same direction. The results are surprising.

In conclusion, I reiterate and emphasize a few key issues to establish a rapport during a sales negotiation:

  • You must be motivated by a sincere desire to understand and help the client
  • You must be prepared and conscientious throughout the negotiation
  • It is necessary to trace the customer as little as possible and then take him in the choices

The report therefore is not merely a phase of the sale, but it is a mechanism that begins when they get attention from customers and ends only when the sale is completed.

Sales Techniques

The sales process

Every sale is a dynamic process from beginning to end. Understanding how it works, it gives the seller the security of knowing at what point in the negotiations have reached and where it is going. Understand the sales process is like having a map with a starting point, a way forward and a point of arrival.

Stages of the sale:

  • Get attention
  • Establish a rapport
  • Gather information
  • Creating an ideal state for the purchase
  • Present the product
  • Managing objections
  • Close the sale

This is a simple way of teaching and to explain how a sale occurs, which obviously has its exceptions.

Get attention

The first step is getting the attention of the customer. The way you get the customer’s attention is crucial because it will facilitate the next steps of the negotiation.

So, let’s see what is the ways we can get attention from the customer:

  • Be creative
  • Ask questions whose answers are “YES”
  • Be bold
  • Say phrases that create curiosity
  • Stopping patterns

Be creative

Creativity is something that varies from person to person and often the creativity does not come at the right where you need to be creative, so you should prepare in advance for creative things to attract customers to you.

Ask questions whose answers are YES

During the negotiations we must seek the consent of the client, you can do this from the beginning of the negotiation by asking questions that can only be answered with “yes.”

For example: A man is driving his car in a rainy day and sees a beautiful woman with an umbrella that seeks shelter from the rain and splashing of passing cars. The man decides to offer a ride to the woman, perhaps because they want to help or maybe just because she’s very pretty.

What is the question that man can do to increase the likelihood of achieving its purpose?

● Want a ride?

The answer, apart from some rare cases it is negative.

● Do you want to take cover from the rain?

In that situation who does not want, the first answer that comes to mind is: “yes, I do”

Another example is the classic call advertising with the operator asks you:

● He wants to save on phone bill?

Who would not, instinctively, the answer is YES I want it

Hence, they are to avoid phrases that may lead to a denial of the potential customer as they could complicate the negotiations.

Avoid the phrases:

● Hi, John and sell household items

Some people have prejudices against the sellers, so the only pronunciation of the word sell can generate a sense of rejection.

● Do you have a minute for me, I would like to show the products

Although this sentence will probably lead to a rejection

Good but these are the phrases that lead to success and create some doubts

  • Do you like this fragrance?
  • Can you help me?
  • Do you like quality products?
  • He wants to save

Be bold

The audacity of the seller depends on the ability to be flexible in reaching their goals. Boldness is also affected by security and by faith you have in the products they sell and the desire to achieve a positive result.

Being bold means going beyond the conventional methods and overcome the limitations common to most people. The audacity is often the key to getting the attention and the opening of closed doors.

Phrases or attitudes that cause curiosity

Curiosity is another way to get attention.

You may have seen someone stop to watch the sky as if something very important was happening. What happened afterwards? Well, after looking at the sky more people curious to know what that person was watching.

So why not use the curiosity to sell?

An old American insurance broker had always on his desk a book by Ernest Hemingway notes placed between the pages of the book. The people who sat in front of him looked intrigued by the book because the insurer had the notes there in the middle of the book. Then the insurer by opening the book and doing some bills flutter said: “Ernest Hemingway is dead.” And then continues: “And when he died, he left his family penniless on the streets and no hope.”, Then turning to the customer: “Now you’re alive and you take care of your family, but who will take care of when they are gone? “. In this way the insurer was selling insurance policies and attracted the attention!

Stopping patterns

People live according to plans, models, the so-called “autopilot”, but when a pattern interrupt people’s attention goes to the cause of Think of how many times we do things without thinking, and while we make our mind wanders, we have a thousand thoughts, we dream with open eyes and think back to situations or things of the past, then a noise, a barking dog, a horn of a car there “break” and take us back in real life has caught our attention.

This is another way to capture the attention that can be used in the sale.


During a negotiation is essential to get the attention of the interlocutor, we discussed briefly some of the methods to achieve it. It important to adapt the methods to their own ways of being and the product that you want to sell, use your creativity to create new methods or simply to improve those that already are using.

So the first step in the sales process is to capture attention, but what is the next step?

The next step is to establish a rapport.