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[China Glass Network] Content Description: Sales speech is a basic skill that salespeople must master. The salesperson should say what should not be said, how to say it, etc. But do you know what is the more "hegemony" in sales? Let you choose a classic to conquer your customers in sales, would you choose that sentence?
One of the more "hegemony" words in sales speech is: "I don't know." Where is the charm of this sentence?
It's hard to say it? According to a new study by the Boston University School of Management, this is worth practicing, especially if you work in the sales industry.
Barbara Bikat and the entire Boston University School of Management conducted three surveys to measure how much credibility salespeople and consumers are buying from them. They found that for a salesperson, when a customer asked a question that confuses them, answering "I don't know" did not make their credibility drop. For those sales people who do business with a commission, saying, "I don't know" may actually sell the product successfully.
[Bad situation of expected commission sales staff]
In the previous survey, the researchers asked 37 people to read a story that described a new employee requesting information from a financial consultant about the company that sponsored their 401(k) fund. In this story, the employee asked the financial adviser if he signed 401(k) if it would affect his ability to contribute to his or her Individual Retirement Account (IRA). The financial adviser does not know the answer to this question.
If the salesperson sells in the form of a commission, 75% of the respondents expect the salesperson to crap more than just trying to cover up the fact that he or she doesn't know the answer.
If the salesperson is a contracted employee with no financial incentives, only 38% of the respondents expect the salesperson to blur the issue.
["I don't know" to generate trust]
In the second survey, the researchers provided 225 respondents with three possible responses from the financial advisor: straightforwardly saying "I don't know", an irrelevant answer, and the right answer.
If it is a commission salesperson, admit that ignorance can convince people to buy products. Respondents to the survey said they would be more likely to buy products if they got the answer "I don't know" instead of the salespeople shunning the circle.
If the salesperson does not draw a commission, then what he says is not important. If the salesperson does not draw a commission, regardless of the answer method used by the salesperson, the respondent's willingness to purchase is the same.
[Break the corner, bragging: trading killer]
In the third test, the same story was used. However, 134 respondents were asked to give their opinion on the sales staff. Turning around is a trading killer for commission salespeople. Respondents believe that such salespeople are not credible and that they are unlikely to purchase products.
[What conclusions have you got?]
It's better to admit that ignorance is better than trying to confuse them, especially when consumers or customers know that you are selling as a rake.
Admitting ignorance makes you look more trustworthy and more reliable in your mind, not more unreliable.
The professors speculate that the trustworthiness that salespeople lose because they don't know the answer will be compensated for by the reliability of his or her confession of their ignorance. In other words, they wrote, "Dumb, but honest" contrasts "smart, but awkward".
When someone can't or won't answer a straightforward question, what is your reaction? Do you feel comfortable when you say "I don't know"? Also, do you think that saying "I don't know" will help you? And the customer -- or your boss?
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