Selling and Marketing Tips for Agents
by Bob Abrames

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Prejudice: Now, there is an ugly word. Most people will do anything to avoid that label, and yet we often see prejudice in the customer service and selling fields. Prejudice is technically "a decision without basis." If you are making your decisions about new callers based on a gut feeling, you ARE prejudiced! Think about it.

Practice Humility: Admit you don't know everything when someone asks you something you can't answer without doing some research. Tell them, "I don't know the exact answer to your question, but I'd know where to find it. Give me a moment, will you?" Much better to be honest now, than be labeled as a liar later!

Thank Complainers: You want to say "thank you" to people who take the time to tell you what they think of your product or service. The normal reaction is resentment, but it is from these people we will learn the most.

Allow Them to Choose: Customers who feel boxed in, who feel that they are being funneled into a particular decision, cannot trust you. Allow customers the benefit of being able to choose. Tell them you will look at a number of options on their behalf. And say it before they ask for it! The key of course is to make sure you're giving "choice" to those that are buying. If you don't know how to do that, you're only digging a bigger hole than you're already in.

Motivate yourself by using inspiring words as passwords to your computer and various files. Then, change them every two or three weeks so you have to think about them every time you have to se them. Examples include "action," "success," "sell," "achieve," "buyer," etc. As you're typing the word, think about what it means and ask yourself if what you're typing is reflecting how you're acting. Every little thing helps!

If you want to catch your caller completely off guard, ask him to do you a favor. Ask him something like, "Mr. Caller, can I ask you a favor please?" The caller really doesn't have much choice but to say yes. "Can you tell me if you've already received a price on what you're looking for?" The fact that he has already said "yes" to the favor will compel him to tell the truth. Doesn't always work, but I guarantee it will 80 percent of the time. If he says "no," continue with your questions. If he says "yes," explain to him that if he shares that information you'll be able to serve him that much better, and that much faster!

Bob Abrames, CTM, CHt, is a salesologist and voyageur at www.abrames.com.