Don’t just build a roof. Build trust
Even though you are supplying a product or service, you are selling much more than that. You are selling your business and you as a person. People buy people first. It’s important to get to know your leads and build a connection right away. If they like you, they are more likely to buy from you. Especially, if they feel that they can trust you to solve their problem.
Build Trust to Overcome Objections
This is even more true when it comes to large purchase decisions that your buyer knows very little about. Put yourself in their shoes. Most purchases are based on the buyer’s emotions and then justify with logic. Recognizing their emotional needs is a great way to build trust. Here are some techniques you can use during your sales conversations.
- Mirroring Behaviour – Subtly adjust your body language to mimic theirs. This can make them feel more physically comfortable with you. Make eye contact, be a good listener and smile.
- Mimic Language – Use the prospect’s own words when responding in conversation. It makes them feel heard and more understood, and makes you more relatable.
- Find Common Ground – Did you go to the same school? Both like to travel, have the same sports or hobby interests? Do your kids both play soccer? It’s the small things that make deeper connections.
- Build Confidence – Reinforce the importance of working with a licensed contractor (or whatever qualifications you have).
- Stress Satisfaction – People are influenced by others – neighbours, social media, etc. Make reference to other happy customers by using testimonials (written or video.)
- Ask Open-ended Questions – Avoid questions that have a ‘yes’ or ‘no’ answer. Give them opportunities to share more about their thought process, so you can learn more about them.
- Provide Details – Explain everything including the full list of deliverables for a project before presenting the price. (See the Essential Tools list below.) Once you present the price, don’t say anything. Just leave space for the customer to think and let them speak first. That way you can respond to their concerns directly by providing more information.
Essential Tools for Your Sales Kit
Most people are visual – they need to see things to understand and remember them. That’s why it’s so important to have a professional sales package or binder with these essential tools you need to close the deal. Take your prospect through all the information during your conversation so they can make an informed decision. Then get permission to email materials after so you have a reason to follow-up.
- Sales Sheets with information for each product you are recommending. Especially if you are upselling to skylights or a premium quality roofing material.
- Sample Boards to show colours and quality differences.
- Comparison Chart to explain in detail the value of higher priced products.
- Warranties, Guarantees and Maintenance Plans that are offered by your business or the product manufacturers.
- Eagleview Reports allow you to show the roof and discuss it in detail. Speak to your Gibson rep to enroll with Eagleview.
- Installment Steps in a simple one page format with pictures to show your process.
- Portfolio & Testimonials of previous work, including contacts to call for references.
- Other Marketing Tools like your website, Google page, business card, or business brochure are handy to reference during your conversation or leave behind.
- Contract or Agreement ready to complete.
- Financing Options like financeit.io give you quick pre-approvals and payment options for your customers. It turns $10,000 into an easier sale at $109/month.
These sales tips will help to build trust when developing a relationship with your customer. You need a good relationship to close a deal and to upsell additional products or services. For more tips on closing sales, check out this past Gibson Update.
If you need support in up-selling any products we offer, please contact your Gibson sales rep today.
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