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The 5 Keys to Building Customer Trust and Loyalty

The 5 Keys to Building Customer Trust and Loyalty

Today’s customer simply does not trust salespeople. Their skepticism was validated by Forrester research that revealed 59% of B2B customers prefer to make purchases without the assistance of a salesperson. They believe that salespeople have only their own agenda to worry about and that this means they cannot make an unbiased recommendation.

In fact, many consumers decide not to make a purchase altogether because they are wary of being coerced into buying the wrong product or service. Another recent survey found that 48% of B2B purchasers want a new solution but are afraid to pull the trigger because they fear it’s too risky. If you want to build relationships with these customers and close more sales, you need to earn their trust. Here are five important ways you can build trust with a skeptical B2B customer:

1. Address big issues upfront

The key to selling truthfully is figuring out exactly what your customer needs, and knowing if you can fill those needs. Don’t stretch the truth about features or benefits, and don’t promise anything that you won’t be able to deliver. Customers are able to do plenty of research on their own and will be able to see right through you. Instead, be upfront and honest about any potential problems or shortcomings. By bringing them up yourself, your customer will respect your honesty and begin to trust you.

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If these issues can be overcome, you will be able to start working on a potential solution together. If not, at the very least you will get credit for not wasting your prospect’s time. This will be advantageous in future business dealings when your prospect has the budget, authority, need, and timing to purchase your product or service.

2. Start with a small promise – and keep it

The best way to earn a prospect’s trust is by keeping your word. The ultimate test relies on if your solution meets what they’re looking for, but you can start much earlier than that.

Begin by promising to call or meet them at a specific time or place and show up on time. Promise to send them additional materials the next morning, and keep your word. These are small gestures, but they show that you are serious about keeping your word and will go a long way to building an honest relationship.

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3. Offer an authentically personalized solution

If you simply offer a customer your standard elevator pitch, it’s going to be hard for them to trust you. After all, it’s the same spiel that you’ve delivered to hundreds of other prospects before them. In order to really start developing your relationship, you need to create a solution tailored specifically for them.

When you start a conversation, listen to their needs and make sure you completely understand the way their business works before making a pitch of your own. With this information at hand, you can develop a presentation focused on their unique problems and how you can address them. If at all possible, discuss how your services can be customized to fit their business. This helps builds trust and ensures your solution is well-positioned.

4. Speak of the competition respectfully

You should avoid mentioning the competition if at all possible, but sometimes you will need to speak about them. Your customer may specifically bring them up, or they could be the elephant in the room. Avoid talking poorly of the competition, even if it’s the truth. This only makes you look unprofessional and untrustworthy.

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Talk humbly about the competition, and use your own company’s strengths to curry favor rather than negatively exploiting a direct competitor’s weaknesses. For example, you should say something along the lines of: “Company X does provide a comprehensive security suite, but we’re able to offer some additional features such as…”.

5. Sabotage your own sale

In order to be truly trustworthy as a salesperson, you need to be willing to walk away from a sale that just isn’t a good fit. This means you should try to steer a prospect away even if they’re interested and you know for sure that your solution isn’t going to solve their problems. The value of making the initial sale isn’t worth as much as your integrity, or the bad word-of-mouth that could quickly spread.

Instead, you’ll want to build a referral network with other companies that service certain customers better than you do. You can refer these customers to other businesses in your niche and expect to receive referrals in reciprocity. You will help customers find their perfect solution and spread goodwill.

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Building trust with a skeptical customer is difficult, especially if they don’t give you much of a chance, to begin with. Keeping the information above in mind as you work through the sales process will help you overcome many of these issues, and close more business.

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Last Updated on June 19, 2019

8 Life-Changing Skills You Can Learn in Less Than 6 Months

8 Life-Changing Skills You Can Learn in Less Than 6 Months

Everyone has the ability to learn a life-changing skill not just this year, but in the next 6 months.

By life-changing, I mean something that can have a positive impact in your life moving forward, even if it’s something you can’t envision today. Certain skills we can immediately reap the benefits of, while others will be life-changing when we least expect it.

In this article, we’ll share 8 life-changing skills you can learn in 6 months, where you can learn them, and how you can get started today.

1. Speed reading

Bill Gates has been known to state that if he had one superpower, it would be the ability to read faster. What Bill and the rest of the mega-successful understand is that knowledge is power. The ability to process information faster from books, articles, and reports is what will help us learn faster, and therefore improve each aspect of our life faster as well.

Where you can start learning: Speed reading courses are becoming more popular, as more people realize how important it is with the limited time we have. You can check out free courses like Read Speeder or you can start learning how to use Spritzlet, which allows you to speed read articles online with a browser extension.

2. Public speaking

Research shows that people fear public speaking more than death itself. There’s something terrifying about being in front of dozens or hundreds of people, and exposing yourself completely. It’s when you’re most vulnerable, but learning how to public speak is a life-changer.

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Warren Buffett has given advice to recent graduates that the number one skill you can have to succeed is public speaking skills. Everything from communication, confidence, and sales is developed when you develop your public speaking skills.

Where you can start learning: Luckily, there are great communities out there like Toastmasters that organize local meetups all around the world. You’ll find amazing public speakers that are looking to get to the next level to beginners that are just getting started. Check out Toastmasters’ website here.

3. Spanish

As the third most spoken language in the world, the ability to speak Spanish will allow you to reach over 500M people around the world. No matter where you live, knowing how to speak Spanish is becoming increasingly more important, with the Hispanic population and economy spreading quickly worldwide. If you’re living in the US, this is even more important, with over 30% of the population being Hispanic.

Spanish is also on this list, because it’s one of the easiest languages to learn. Sure, Mandarin is an important language to learn, but it’s an incredibly difficult one to learn. If we were to measure the level of importance and the time to learn for all the languages available, Spanish would make it to the top of the list.

One of the biggest reasons why people never reach fluency in any foreign language is: using the wrong method, and lack of time.

It turns out that humans retain only 5% of what we learn from lectures, 20% of what we learn from apps (visual cues), and 90% of what we learn from immediate immersion. Yet, how do 90% of learn a new foreign language? Language schools (lectures), books, Duolingo (apps), etc that don’t provide the real-life immersion required for our brains to learn faster.

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Where to get started: If you want the most effective way to learn a language, learning from real-life interactions is the best way to do it. There are great websites like Rype, which offers Spanish coaching for busy people, solving the issue of lack of time and bringing real-life immersion to your screen. With Rype, you can book as many lessons as you want, at any time of the day, any day of the week, allowing you to fit it into your schedule, no matter how busy you are.

4. Accounting

If you’re looking to get into business, accounting is one of the core fundamentals you’ll need to succeed. While you don’t need to be an expert, you definitely should understand the basics.

This skill can also be used to manage your personal finances, to meet your financial goals, and having more control over your life.

Where to get started learning: If you didn’t learn accounting in school, no worries. You can either teach yourself using books, or check out free accounting courses online.

5. Microsoft Excel

Most people reading this probably have a basic understanding of Microsoft Excel Spreadsheet. While this is a good start, there are so many powerful functionalities that are hidden, which could make your life a lot easier.

Excel is also a great asset to have whenever you’re looking for a job, as many corporations rely on Excel to organize and manage multiple parts of the business.

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Where to get started learning: With the popularity of Excel, you can find tons of free resources and videos online to learn. Check out Excel Exposure, Lynda, and Excel with Business.

6. Blogging/Vlogging

Blogging is a powerful tool if you want to spread your ideas, build your brand, or grow your business. Since it was introduced, blogging has taken on a life of its own, and today there are ~2M blog posts being written on a daily basis.

Where to get started learning: Anyone can start blogging today. All you need is a content-management system like WordPress, which is completely free. Personally, I think the best way to start learning how to blog is to just start writing. There are techniques you can learn on how to promote your blog, but the best way to grow your blog is to write great content.

7. Weight training

Yes, weight training is a skill. It’s not as advanced as learning how to code, nor will it take as long as learning a new language, if you just want to learn the basics.

We’re not promising that you’ll get a body like Arnold Schwarzenegger, but you will see much faster results for whatever goal you have, just by understanding how to workout properly. And of course, when you’re dealing with an activity that involves physical strain, you’ll always want to caution yourself.

Where to get started learning: There are amazing body builders that are sharing all of their secrets for free on Youtube. You can check out Bodybuilding.com’s Youtube channel to get started.

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8. Photo and video editing

In the digital world that we live in, from Youtube, Instagram, and Facebook, there is no avoiding photos and videos. In fact, social media has increasingly gone away from text sharing and almost everything to photo and video editing.

Where to get started learning: For photo editing, you can use Photoshop. For video editing, you can use iMovie or Final Cut Pro. Keep in mind, there are dozens of editing software tools for video and photo editing, but what’s more important are your editing skills, not the tool itself.

Check out education websites like CreativeLIVE or Skillshare, where you can learn from experts themselves on how to best use design and software tools.

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