In this blog, we will explore a customer-centric sales strategy known as “selling with empathy,” here the seller tries to relate to and comprehend the consumer on a human level. The salesperson is better able to offer a solution that fits the customer’s particular needs and wishes by putting oneself in the customer’s perspective and seeing the problem from their point of view. This method of approaching sales is advantageous to both the buyer and the seller, strengthening the bond between them and encouraging better customer satisfaction and loyalty.
The statistics below highlight the importance of empathy in the sales process and its impact on customer satisfaction, trust, and sales success.
- 94% of customers say that the salesperson’s level of empathy has an impact on their purchasing decision.
- 82% of customers believe that empathy from salespeople is important for building trust.
- A study by Forbes found that companies that prioritize empathy in their sales process reported higher customer satisfaction and improved customer loyalty.
- Research by the Sales Executive Council found that salespeople who prioritize empathy in their sales process are 15% more likely to achieve their sales quota compared to those who do not.
Let us now look at the below pointers to help you sell with empathy and understand your customer’s perspective:
Put yourself in their shoes:
One of the keyways to sell with empathy is to put yourself in the customer’s shoes. This means trying to understand their situation, their needs, and their perspective. Ask yourself questions like: “What would I want or need if I were in their position?” or “What concerns or objections might I have?” This helps you to see the situation from their perspective and to anticipate their needs and concerns.
Listen actively:
Another key aspect of selling with empathy is active listening. This means truly paying attention to what the customer is saying, listening to understand, and not just responding. Show that you are listening by making eye contact, nodding your head, and summarizing what the customer has said to ensure that you have understood their perspective.
Show that you care:
One of the most important aspects of selling with empathy is showing the customer that you care. This means that you are interested in their needs and concerns and that you want to help them find the right solution. Showing that you care can be as simple as using the customer’s name, asking open-ended questions, and showing genuine concern.
Tailor your approach:
When selling with empathy, it’s important to tailor your approach to meet the customer’s specific needs and concerns. This might mean modifying your sales pitch, offering different solutions, or being more flexible in your approach. The key is to understand what the customer needs and to adjust your approach accordingly.
Address objections:
Another key aspect of selling with empathy is addressing the customer’s objections. This means listening to their concerns and working with them to find a solution that meets their needs. When addressing objections, it’s important to be patient, and understanding, and to avoid being defensive. Show the customer that you are listening and that you are committed to finding a solution that works for them.
Avoid being pushy:
It is important to respect the customer’s pace and decision-making process and not pressure them into making a purchase. Being too aggressive or pushing the customer can harm the relationship and turn them off. Instead, it’s important to provide helpful information and support and let the customer make their own decision. This approach is more likely to result in a positive outcome and a long-term customer relationship. By showing that you care about their needs and goals, rather than just making a sale, you will build trust and establish a more meaningful connection with the customer.
Follow up:
Finally, one of the key ways to sell with empathy is to follow up with the customer after the sale. This means checking in to see how they are doing, answering any questions they might have, and addressing any concerns that may have arisen. Following up shows the customer that you are committed to their satisfaction and that you care about their experience.
In conclusion, Vasttec’s sales strategy of selling with empathy is a testament to its commitment to its customers. By embracing this approach, our salespeople are able to understand their customers’ perspectives and tailor their approach to meet their specific needs and concerns. This results in the building of stronger relationships and ultimately leads to increased sales success. The combination of active listening, showing empathy, addressing objections, and following up, makes Vasttec a standout in the sales industry and demonstrates our dedication to providing exceptional customer experiences.