Professional communication needs to be genuine to build meaningful relationships with prospects and customers. There are also boundaries that need to be addressed to make sure salespeople provide a comfortable atmosphere for clients. Sales training programs teach professionals how to communicate during the selling process, and spending time perfecting the art of business conversation is key. It's important for employees to present the brand in a reputable light, which means having manners and knowing the ins and outs of selling etiquette.
In addition to making a great impression on prospects, salespeople must use good judgment when keeping in contact with clients or performing inside sales. A lot can be lost or misinterpreted in translation, especially when sending emails, leaving voicemails or texting. It is ideal for salespeople to have face-to-face discussions with customers, but practicing proper interaction over the phone and internet can be beneficial, as well. Whatever the case, there are no excuses for not knowing the proper way to converse with clients.
Here are the dos and don'ts of selling etiquette:
Do: Be honest with the client. Prospects will go with whatever brand they believe is most trustworthy. If salespeople lie about their products or what their competitors offer, word might get out and create a widening gap between the company and its ideal customer base.
Don't: Put competitors down. Professionals should make their company seem unique and better than others, but not by bashing other organizations. This is poor sport and not a great way to make connections within the business world.
Do: Learn to listen. Sales professionals should be in tune to customers' needs and wants. Catering to their personal preferences can turn them into loyal followers.
Don't: Rely on the phone. Phone calls are certainly beneficial for keeping in touch with remote customers, but face-to-face communication brings an unparalleled level of intimacy and relevance to relationships that other forms of conversation cannot.
Do: Prepare as much as possible. Understanding your clients is the best way to sell a product. Pinpoint their needs and present the product or service in a way that shows your company is invested in building a strong relationship with them.
Don't: Display frustration or anger. These emotions can make other people very uncomfortable. Forbes says to refrain from letting negativity plague a meeting with a potential client.