How To Build Trust On a Sales Call
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Aleks: Hi, It’s Aleksander. I’m here with Jester, who sometimes joins me on livestream,but it’s been awhile.Welcome to the livestream Jester.So we’re going talk about how to build trust on sales calls and in sales meetings.’Cause Jester here,he actually likes doing a lot of sales meetings.A lot of this stuff he says about sales meetings you maybe be able to doif you turn your camera on during during sales calls,but let’s talk about that in more detail.I have a slightly different take than most on trust building, right?
So Jester is gonna talk about more, let’s call it practical tips and strategies and tactic stuff, and I’m gonna talk more about the mindset and how to approach sales on a holistic level, like more marketing level. More than the actual sales call. That way we cover both ends of what’s necessary for you to be able to build trust. You had some ideas prepared for what you wanna talk about Jester. So what’s the first way of building trust?
Jester: Yeah, so the first way of building trust is that before we go into meat a perspective client, I do some research on this client. So I’ll check their Facebook accounts, their LinkedIn accounts and, ideally, I would find some commonalities. Like things besides business that you could talk about and of course you could like lie about it but it’s better to just find something that you also care about.
So for example, I recently met with a CEO and I saw that he did a lot of projects in a certain country that I was also active, and we immediately had something to talk about. And of course when we talk about something with someone and you feel like they have a commonality this will definitely increase the trust.
Aleks: So for the mindsets and like the marketing point of view,what I’ve noticed is once you make the commitment that you’re only going to work with clients that are likely get results with you and you refuse to work with clients that are unlikely to work with you, get results,what happens is you build this massive instant trust’cause people can tell.
You can’t really fake this, right? People can tell when you’re faking, but if you really understand who you want to work with and who it is that gets results when they work with you, and that’s specifically who you’re looking for and actively looking only for those people.
You make it abundantly clear this is the case.You are abundantly clear, and abundantly like it’s reality that you’re looking to work with only the most suitable candidates.The most suitable prospects.Then on the sales call you carefully select people.You carefully screen them.You carefully go through the sales process as if you’re going to do surgery basically, right?
Because if you do wrong surgery you’re gonna kill them potentially, right? And then you choose to work with them. People can tell instantly, and it will feel to them like you’re going to a doctor. It will not feel like they’re on a sales call. It will feel like they’re talking to someone who has their best interest in mind.
Jester: Yeah, that’s very good like perspective to go with since I’m going to be the technical guy here. I just turn another, another technique that I use and that I’m also teaching like my sales team. And that is that you actually have to listen like very, very carefully to your clients. Like many like starting as sales representatives. They are actually just saying like,
“Oh yes, yes, I understand, yes, yes,” and they don’t even fully understand. So what you have to do is even before you’re going to answer your prospective clients.
Say something. Just wait a few seconds before you’re going to give an answer. Because first of all, there might be information still and that’s gonna be very useful for you.And second of all, you actually start listening to them because you actually have to.Also, then just don’t say like “I understand”,but actually like reply to itand try to get more information.
And then also make sure that when they give you information you are actually writing it down. Like you have to make sure that you have a notebook with you. You have a pen and paper, you always have to have pen and paper in your hands and actually it’s a skill to write down notes when people are talking. This is actually quite hard. You have to teach, you have to learn this.
So they are talking to you and you’re writing everything down. It’s very important that you write it down because when you go back to the office, and you’re going to create a proposal.
Then the information that they gave you, you have to put this in this proposal because if you don’t do that then you will not build any trust. So with relation to trust taking notes, listening, and by listening taking breaks is really gonna help you.
Aleks: Awesome, and one little thing about what I was talking about before as well which is related to this, is when you do choose clients it’s, also, possible to work with people who you not too sure. ‘Cause there’s always, you know, there’s never 100% success rate with any type of client, but when you’re talking to people. If you wanna work with people of below your standard success they need to know this, right?
You can still work with people who take a larger risk by working with you and you take a large risk by working with them. But if they understand that their risk is higher than other people’s risk. So you can say these have been the results of my clients. This is more or less my success rate but for you this maybe harder and the success rate maybe lower because of this and this reason, right?You can solve this reason.You can fix this reason but that’s not up to us, right?
For example, if you generate leads for a client and they don’t have a sales team, they don’t have a good sales process. You say, okay we can generate leads, right? But we can’t guarantee that you’re gonna be able to close them. We don’t know that, because it looks like you do not have a sales team. You don’t have a good sales process. We can send you to the right resources but we’re not gonna be able to, you know, hire a sales team for you unless maybe give us some equity in your business. But you know that’s a whole different business model. So what I recommend in those situations, say, okay, well it’s up to you to figure out the sales process.
The leads are most likely gonna be there but closing them and stuff like that,like other clients of ours have been able to do.That is completely up to you.It’s your responsibility.It’s your risks to figure that out.And if that sounds fair which is a bigger risk than we usually take then we can sign this document that says that this is what’s happening and then we may be able to work with you.
And then you just close them. And then you can have a bunch of clients with like 30% success rate instead of 70% success rate likelihood. And you can still build your business like that. And because you’re honest, you know, expectations are set right. You’re not bullshitting people. They can sense it. They’re not gonna be difficult customers. Even if they don’t get great results as long as you’re doing your work, as long as you’re hustling and delivering what you did promise.
Jester: Yeah, that’s a really good one, like following all your promises. Like always, always do that. If you tell someone, like you’re gonna send them a proposal, like do it. Also, you can use the technique way too. This is off the book but you can give your promise and then follow up. That’s also how advance I build. So when you meet with the client, you can say, hey, I’m going to send you the proposal today before five o’clock. You do it and the trust already increased. To get another one like what you also should do is like, this actually a skill is to be able to talk with someone on an informal level.
Aleks: And this usually starts like him being married to this victor, like the ice breaking process.Like usually in the beginning of the meeting or at the very end that’s the moment where you can be informal.In the middle, of course, you have to be 100% professional.
When you’re coming in just do a little bit of small chat. A little bit of chit chat. For some people it can be hard like for myself, because it’s quite hard if you are like very introverted, but you just have to figure it out. There’s a good book on it. It’s called The Fine Art of Small Talk.
Jester: And you have to learn how to small talk because if they don’t see you as a human, then they will not really trust you because you trust other humans. And that’s when the end is so really like in the end I just like to do much talk because I just ask questions like, what are you going to do later today? And when did you start with your business? And we can just do some more like personal conversation.
Aleks: Yet, overall as the overall strategy or mindset. Keep the best interest of the client in mind and talk about them, their needs, their words based on how this can be solved. If it can be solved and the more you do this, what a doctor would do, the less you do weird sales techniques just to close them no matter what.
The more you’re gonna have great clients. Relatively easy sales calls that are just chatting to clients. As long as you understand the process, it doesn’t have to be this weird, stressful, angry process where you get pissed off at people or whatever. So it changes the whole dynamic and becomes fun to do sales calls. Jester is one of our instructors here in Business Mentor Insiders and the mastermind.