You’ve been meeting with a potential corporate client for half an hour when you see it — that glazed look, that checking of the smartphone. You’re losing the sale. How do you recapture it, and how do you learn to recognize less obvious signs that your customer is drifting away?
James and Christine McArdle have taught their team to recognize subtle cues from customers, including body language and word choice.
That was the focus of a recent Retail Doc blog post, which chronicled early warning signs of a lost sale — and how to reel that prospect back in. Among those signs:
- Silent treatment. The customer is listening to you but not saying a word. Solution: The old adage about having two ears and one mouth is true: Many salespeople talk far too much. Instead, let the customer lead the conversation — then, you can lead the sale.
- Guard’s up. Don’t ignore body language. Crossed arms or legs are a sure sign that the customer is uncomfortable with you. Solution: Reset the situation. Find a way to give the customer something to hold or touch to break their posture, and then step back and restate what you heard them say they are looking for. This shows them you understand them.
- Attention drift. Don’t try to close a deal too soon. People who keep looking are still in the “discovery phase” of their purchase. Solution: Back off and offer something like a design room or cooler tour. Simply say, “You know, we have a complete range of (x products.) May I show them to you?” Make their indecision a part of the process instead of trying to fight it. You get them to focus on what you want them to focus on.
In Greenwich, Connecticut, James and Christine McArdle have developed a specific plan to help their team at McArdle’s Florist & Garden Center approach customers, assess their needs and close the deal. Read more.
