How to Build REAL CONNECTIONS with Clients—Stop Using Scripts!

Summary

This script emphasizes the importance of using empathetic probing techniques to connect emotionally with prospects during sales conversations. Instead of just acknowledging a prospect's stress or frustration, the approach encourages asking deeper, emotionally driven questions to help them open up about their pain points. By using strategic questions like 'How long has that been going on for?' and utilizing a concerned tone, the salesperson can build trust and help the prospect recognize the impact of their problems. The goal is to make the prospect self-actualize their needs, ultimately motivating them to seek a solution and take action.

Takeaways

• 😀 Ask clarifying questions when a prospect shares an emotion to deepen the conversation, like 'How do you mean by stress?'
• 😀 Use verbal pauses and appropriate tone to give the prospect time to reflect and provide deeper responses.
• 😀 Non-verbal cues (such as facial expressions and body language) play a vital role in conveying empathy and concern, even on the phone.
• 😀 Probe deeper into the emotional impact of the problem by asking questions like 'How long has this been going on?' or 'Has this impacted you personally?'
• 😀 The goal is to help the prospect relive their pain, which creates a need for change and opens them up emotionally.
• 😀 Always ask 'Why is this important to you?' to understand the urgency behind the prospect’s needs and motivations.
• 😀 Avoid rushing to a solution. Allow the prospect to express their feelings and concerns fully before moving forward.
• 😀 Be mindful of not buying into the prospect’s story. Show empathy, but don’t accept excuses or judgments.
• 😀 Use your voice’s inflection and body language to trigger emotional responses and keep the conversation engaging.
• 😀 Focus on the present: Use questions like 'Why do this now?' to emphasize the urgency of solving the problem immediately.

Q & A

What is the main focus when a prospect expresses stress or emotion during a conversation?

The main focus is to deepen the conversation by asking clarifying questions about the emotion they expressed. Instead of simply acknowledging it, the salesperson should probe further with questions like 'How do you mean by stress?' or by repeating the emotion to encourage them to elaborate.

Why is it important to not just acknowledge a prospect's emotional cue on the surface?

Acknowledging the emotional cue on the surface doesn't open up the prospect emotionally. To build a deeper connection, it's essential to understand the full context of their feelings and to get them to explore and articulate their pain more thoroughly.

What role does body language and facial expression play in responding to emotional cues from a prospect?

Body language and facial expressions are crucial as they convey genuine concern and confusion. These non-verbal cues prompt the prospect to open up and share more, signaling that the salesperson is actively engaged and empathetic to their situation.

What is the purpose of asking 'How long has this been going on for?' when probing deeper into the prospect's emotional pain?

Asking about the duration of the problem helps the prospect self-actualize their pain, making them realize how long they've been struggling. This introspection can amplify the emotional weight of the issue and increase the urgency to find a solution.

Why should a salesperson avoid using a monotone or curious tone when asking emotional questions?

A monotone or curious tone may not convey empathy or concern. Instead, using a tone that demonstrates genuine care and empathy builds trust with the prospect, making them feel understood and more likely to share deeper emotional insights.

What is the significance of asking for a specific example when a prospect mentions a problem?

Asking for a specific example helps the prospect relive the pain they are experiencing. This can make the problem feel more immediate and real, encouraging the prospect to recognize the need for a solution.

How can verbal pausing improve the quality of a sales conversation?

Verbal pausing creates space for the prospect to reflect and process the question, leading to deeper and more thoughtful responses. It slows down the conversation, ensuring that the prospect gives more meaningful answers rather than knee-jerk reactions.

How does a salesperson build trust during an emotional sales conversation?

Trust is built by emotionally connecting with the prospect without buying into their story. The salesperson should show empathy and understanding while maintaining a neutral stance to avoid getting emotionally involved in the prospect's personal narrative.

What is the key difference between asking 'Can I ask why that is so important to you now?' and simply asking 'Why is that important to you?'

The key difference lies in the emphasis on 'now.' By adding 'now,' the salesperson highlights the urgency of the situation, prompting the prospect to focus on the immediate need to resolve the issue, rather than just discussing it in general terms.

Why is it crucial to help a prospect relive their pain during a sales conversation?

Helping a prospect relive their pain is essential because it reinforces the emotional weight of their problem. If the prospect does not feel the urgency or the emotional impact of their issue, they are less likely to see the need for change or purchase a solution.