3 Selling Techniques in Retail | Jeremy Miner — Transcript

Full transcript

1. 0:00All right, do you sell retail, any type
2. 0:03of retail where customers walk into your
3. 0:05store?
4. 0:06If you do, I'm going to show you here on
5. 0:08this vibe board. I'm going to show you
6. 0:10three very important things that you'll
7. 0:13need to understand and master when
8. 0:15you're communicating with your prospects
9. 0:17if you want to increase your revenue
10. 0:21drastically and do that right now,
11. 0:22right? So, first of all, go down to the
12. 0:24bottom of this video, hit the subscribe
13. 0:26button. That's probably important for
14. 0:27you. Hit the subscribe button and to the
15. 0:29right of that or maybe the left, I don't
16. 0:32know, somewhere in there, there's like a
17. 0:33little bell. That's your notifications
18. 0:35button. Hit the notifications button as
19. 0:38well so you get notified by YouTube
20. 0:40every time I post a new training video,
21. 0:44which I typically do two to four times a
22. 0:46week. So, number one is this is probably
23. 0:49one of the most important things that
24. 0:50you're coming up to. You we have to
25. 0:52learn how to prevent the number one
26. 0:54objection that you typically get
27. 0:57anything retail, whether you sell
28. 0:59furniture or you sell, you know, at a
29. 1:01medical, you know, at a medical spa or
30. 1:03you sell,
31. 1:04uh you know, at a just anything, car
32. 1:06dealership. I mean, anything retail
33. 1:08where people walk in and you say, "Hey,
34. 1:10welcome into the store. How can I help
35. 1:12you?" What does the average prospect
36. 1:14say? "Just looking."
37. 1:16"Just looking."
38. 1:18And then it's over and you're like, "Uh
39. 1:20I don't know what to do." So, I'm going
40. 1:21to show you what to do here. That's the
41. 1:23number one thing and then I'm going to
42. 1:24show you two other things that are going
43. 1:26to be very, very critical for you. So,
44. 1:28we have to prevent the "I'm just looking
45. 1:30around" objection from even happening in
46. 1:32their mind. Now, we're going to do this
47. 1:37and this is going to sound kind of
48. 1:38crazy, but we're going to do this by
49. 1:40actually telling them the objection
50. 1:44before they bring it up. We're going to
51. 1:46seed it in their mind so they can't give
52. 1:48us the objection, all right? Let me show
53. 1:50you to do this. Uh okay, so, here's what
54. 1:52you're going to do. "Hey, yeah, welcome
55. 1:54into the store today. Are you guys just
56. 1:56out looking around?
57. 1:58See how I'm giving them the objection,
58. 2:00okay? Hey, welcome into the store today.
59. 2:02Are you guys just out looking around?
60. 2:05Now, we're going to say that in a
61. 2:06curious tone. I'm going to come back to
62. 2:08that in a second, all right? Now, look
63. 2:10here. Are you guys just Hey, welcome
64. 2:11into the store today. Are you guys out
65. 2:13looking around? Do you know what they're
66. 2:15going to say? Yeah, we're out Yeah,
67. 2:17yeah. They're just going to say yes,
68. 2:18okay? Instead of saying just looking,
69. 2:20now they're being more positive. They're
70. 2:21like, "Yeah." Or they'll say, "Yeah,
71. 2:23yeah, we're just out looking around."
72. 2:25And then you're immediately going to go
73. 2:27into what's called a connection
74. 2:29question. This is called an NEPQ
75. 2:31connection question that immediately
76. 2:33takes the focus off you and puts it
77. 2:36directly on the prospect. You're going
78. 2:37to say this. Oh, and do you Do you know
79. 2:41what you're possibly looking for? Now,
80. 2:44you're going to say that in a curious
81. 2:46tone, okay? You're also going to use
82. 2:48this word this neutral word here,
83. 2:50possibly, all right? All that does is it
84. 2:53lowers your prospect's guard. The
85. 2:55biggest thing you want to do in any type
86. 2:57of sales environment, especially retail,
87. 2:59is you got to get the prospect to lower
88. 3:01their guard. Disarm them, okay? So, hear
89. 3:03my tone. Oh, and And do you know what
90. 3:05you're possibly looking for? Okay. Now,
91. 3:09sometimes they might say, "Oh, I'm not
92. 3:12really sure." Or a lot of times they'll
93. 3:13be like, "Yeah, I'm looking for this."
94. 3:14Oh, okay. Well, in that case, and then
95. 3:16you lead them over there. Or they might
96. 3:18say, "Well, I'm not quite sure." And you
97. 3:19might say, "Well, for example, are you
98. 3:22possibly looking for?" And you repeat
99. 3:24back two, three, or four different
100. 3:25options, okay? So, the biggest thing
101. 3:27here that I wanted to show you that's
102. 3:29going to help you is just give them the
103. 3:31objection where they can't give it to
104. 3:33you. You just give it to them. Hey,
105. 3:35welcome into the store today. Are you
106. 3:36guys just out looking around?
107. 3:39Yeah, yeah, yeah. Oh, okay. And do you
108. 3:41know what you're possibly looking for?
109. 3:44In a curious tone, okay? All right,
110. 3:46let's keep moving on here.
111. 3:48Now, the second thing that you really
112. 3:50have to understand in sales and retail,
113. 3:53especially, is you have to know what's
114. 3:55called tailored tonality. You have to
115. 3:58tailor your tonality in every single
116. 4:01thing you say, and especially the
117. 4:03questions you ask, because your tone is
118. 4:07how your prospect interprets
119. 4:10the intention behind every question you
120. 4:13ask.
121. 4:14That's how they interpret what you mean
122. 4:15by the question or why you're asking the
123. 4:17question is based on your tonality,
124. 4:19okay?
125. 4:20There's certain questions you have to
126. 4:22ask more in a confused tone, and I'm
127. 4:24going to show you some retail examples
128. 4:26here in a second where you're going to
129. 4:27use a confused tone. That sounds
130. 4:29counterproductive. Jeremy, why would I
131. 4:31ever act confused? I need to act like I
132. 4:33know everything. Well, I want to show
133. 4:34you how to do pattern interrupts where
134. 4:36you're confused, use a confused tone
135. 4:38where they come to your rescue and help
136. 4:39you. I'm going to show you what to do
137. 4:40here. Uh there's other questions that
138. 4:42require more of a curious tone. That
139. 4:44causes them to feel that you're asking
140. 4:46the question because you're genuinely
141. 4:48curious. That opens people up. There's
142. 4:50other questions when you get halfway
143. 4:52into the conversation, maybe 3/4 of the
144. 4:54way where you've built a gap from where
145. 4:56they are to where they want to be,
146. 4:57you've built a need, you've helped them
147. 4:59find problems they didn't know, where
148. 5:00you need to ask it in a challenging or
149. 5:02skeptical tone. I'm going to show you
150. 5:04what I mean by that and give you a few
151. 5:05industries in retail. And then there's
152. 5:07other questions you have to lean in
153. 5:10and you have to learn how to shift your
154. 5:12tone down into a concerned tone, a tone
155. 5:15that
156. 5:16shows more empathy.
157. 5:18That causes the prospect to feel that
158. 5:21you understand their unique situation.
159. 5:22It causes them to feel that you're
160. 5:24concerned for them that they might not
161. 5:26get what they said they wanted, all
162. 5:28right? So, I'm going to show you some
163. 5:29different examples for retail for that.
164. 5:32I got to get a drink here. I'm dying.
165. 5:35Now,
166. 5:37here's a confused tone example. Let's
167. 5:40say the prospect says, "Ah, [sighs]
168. 5:42you know, let's say you're let's say
169. 5:44you're you're a car sales person. They
170. 5:46come into the dealership and there's a
171. 5:48Cadillac Escalade there. It's a $115,000
172. 5:51ride and the sales the prospect has
173. 5:54never spent that much on a car. They're
174. 5:56shocked that a Cadillac would be that
175. 5:58much, you know, after COVID where, you
176. 6:00know, 3 4 years ago that same car might
177. 6:02have been 85 or 90,000. They're just
178. 6:04shocked and they say, you know,
179. 6:06this is just a really big decision for
180. 6:08us. Okay? I might say,
181. 6:11big decision? Now, see how I used a
182. 6:14confused confused tone? Big decision?
183. 6:18Big decision? I'm confused. That causes
184. 6:21them to open up and tell me what they
185. 6:24mean by a big decision. That could mean
186. 6:26something completely different to every
187. 6:28prospect you talk to that literally says
188. 6:30the same words. I can literally just
189. 6:32repeat back those maybe objection and
190. 6:36they open up. It's a clarifying
191. 6:38question, but I use a confused tone. Or
192. 6:39let's say they're like, I you know, I
193. 6:41just need some time. I really need to
194. 6:42think this over. Let's say if you sold
195. 6:43furniture in a furniture store. I just
196. 6:45really need some time. Like, those sofas
197. 6:47are, you know,
198. 6:49I don't know. I just I need to really
199. 6:50think about it. I can lean and say,
200. 6:53think it over?
201. 6:54If they're like, I need to think it
202. 6:55over. Think it over? Yeah, I need to
203. 6:58think it over because I'm not sure if I
204. 6:59have the budget. Well, now you know it's
205. 7:01not really think it over, it's
206. 7:03a money objection. They might not feel
207. 7:05like they have enough money. Now you
208. 7:06know what objection you're dealing with
209. 7:08so you can help them overcome it. See,
210. 7:09that's an example of a confused tone. I
211. 7:11could go on for hours on that tone. Now,
212. 7:14there's other tones you got to lean in
213. 7:16and it's more of a curious tone, okay?
214. 7:20Let's say let's just stick with those
215. 7:21two retail examples. Cars and and
216. 7:23furniture. We train thousands in those
217. 7:25spaces, really tens of thousands in any
218. 7:27type of retail space. I might ask, you
219. 7:30know, what I'm trying to find out their
220. 7:31situation. These are called situation
221. 7:33questions that help you and the prospect
222. 7:35understand what their real situation is.
223. 7:37So, one of my first situation questions
224. 7:39is, oh, and and what what type of
225. 7:40vehicle do you drive now? Oh, and and
226. 7:43what type of car do you guys typically
227. 7:46drive now? See, that's a curious tone.
228. 7:49See what I did? My tone causes the
229. 7:52prospect, because it's asked in a
230. 7:54curious tone, to open up because they
231. 7:57feel like I'm curious. That's why I'm
232. 7:59asking the question, okay? In the same
233. 8:01sense, let's say that you're selling
234. 8:03sofas and they're talking about their
235. 8:05living room. I might say,
236. 8:07"Can you maybe walk me through the the
237. 8:09layout of your living room so I
238. 8:11understand better?" "Can you walk me
239. 8:13through the layout of your living room
240. 8:15so I have more understanding?" "Oh,
241. 8:17what's the layout of your living room so
242. 8:19I have more context?" Or "Oh, how do How
243. 8:21does your What's the kind of the layout
244. 8:22of your I guess your your dining room
245. 8:25area so I understand a little bit more?"
246. 8:27See, that's a Once again, curious tone.
247. 8:30See what I'm doing there? A curious tone
248. 8:32triggers curiosity, causes the prospect
249. 8:34to open up emotionally and go deeper.
250. 8:36All right, I'm going to keep going here.
251. 8:38All right, you also want to have
252. 8:40questions that are more of a challenging
253. 8:41or skeptical tone. That's You're not
254. 8:43going to ask questions in a challenging
255. 8:45and skeptical tone in the first 2
256. 8:47minutes of a conversation where you
257. 8:49don't have much trust or credibility
258. 8:50yet. That's more like 3/4 of the way
259. 8:52into your sales process, all right? So,
260. 8:55what Let's keep it on the car
261. 8:56dealership. So, and let's say
262. 8:59losing my mind here. Let's say that
263. 9:01their problem that you're able to help
264. 9:03them find is they have this used car,
265. 9:06but it keeps breaking down all the time
266. 9:08on their way to work and they've been
267. 9:10late to work several times and they're a
268. 9:12little bit concerned of what? That they
269. 9:14might get fired because they're always
270. 9:17late because of the dang car, okay? So,
271. 9:19what happens if you you know, you keep
272. 9:21the car and it keeps breaking down on
273. 9:24the way to work? I mean,
274. 9:26what would happen to your job
275. 9:28at that point? See, that's more of a
276. 9:30challenging Okay, what happens if you
277. 9:31just keep this car and it keeps breaking
278. 9:34down on the way to work? I mean, what
279. 9:35would happen to your job
280. 9:37at that point? See, I start off with
281. 9:40more of a challenging skeptical tone and
282. 9:42I actually end that in a concerned tone,
283. 9:45okay? See what I just did there? I'm
284. 9:47going to show you that example. Hear my
285. 9:49tone again. "Okay, but what happens if
286. 9:51you just keep this car and it keeps
287. 9:53breaking down on the way to work? I
288. 9:56mean,
289. 9:57what would happen to your job
290. 9:59at that point?"
291. 10:01So, I start off skeptical, which raises
292. 10:03their emotions, okay? And then I lower
293. 10:06it back down at the very end here. "What
294. 10:08would happen to your job
295. 10:10I mean, at that point?" Concern tone
296. 10:13causes them to feel what? That I'm
297. 10:15concerned for them that if they don't
298. 10:17change, the problem's going to stay the
299. 10:20same and actually get worse. They're
300. 10:22going to lose the job. See what I just
301. 10:24did there? All right. Now, let me give
302. 10:25you an example of more of a concerned
303. 10:27tone here, okay?
304. 10:29Let's say that you sell furniture. We'll
305. 10:30just stick to those two retail stores.
306. 10:33Now, this works for any retail store. I
307. 10:35mean, we literally train every single
308. 10:37industry on planet Earth, including
309. 10:39yours watching this video, right? So,
310. 10:41you just got to plug in your space here.
311. 10:43And let's say that you just can't move
312. 10:45them forward. You've called them a few
313. 10:46times. You've showed them all the
314. 10:47different furniture they could get and
315. 10:48they just They're just iffy and you
316. 10:50can't overcome their concerns. You're
317. 10:51just This is your last step and you just
318. 10:53say,
319. 10:54[sighs]
320. 10:54"John, um
321. 10:57Put your hand on your chest, too, if
322. 10:58they can see you. And even if you're on
323. 11:00the phone cuz it helps like your body
324. 11:02language affects your voice, right? Your
325. 11:04tone, right?
326. 11:05What's really
327. 11:07holding you back from moving forward
328. 11:11so you can relax at night and get all
329. 11:13that stress off your back?"
330. 11:16Now, let's say if I'm selling some type
331. 11:18of chair. You know those chairs, the
332. 11:20massage chairs? Let's say you're in a
333. 11:22furniture store and they've been looking
334. 11:24at this massage chair that's like five
335. 11:26grand. I'm just throwing out a number.
336. 11:28And they're just wishy-washy. Now, what
337. 11:30is the problem, okay? He can't relax at
338. 11:33night. His back's all tied up. He's got
339. 11:35a lot of stress. And so, remember the
340. 11:37chair is there to solve that problem.
341. 11:40Help him relax to get the stress out of
342. 11:42his back. See how I'm tying in the
343. 11:44problem and the consequence of the
344. 11:46problem into the question using a
345. 11:49concerned tone. What's really holding
346. 11:51you back from moving forward so you can
347. 11:54relax and really get the
348. 11:57stress out of your back? And I lower my
349. 11:59tone. That concerned tone causes the
350. 12:02prospect to feel what? That I'm
351. 12:05concerned for them if they don't do
352. 12:08anything about changing their situation.
353. 12:10If they stay in the status quo and the
354. 12:12problem stays the same. See what I just
355. 12:14did there? All right. And then
356. 12:17the third thing here is precision
357. 12:19probing. Now, that's called NEPQ and
358. 12:22we're going to ask what's called a
359. 12:22problem awareness question. Got to get a
360. 12:24drink here.
361. 12:26Okay. Now,
362. 12:28let's stick to those two industries.
363. 12:30Okay? Furniture and cars. Doesn't matter
364. 12:33the retail. Just plug it into the
365. 12:34framework, all right? Uh let's see.
366. 12:37I mean, and let's say they tell you the
367. 12:39kind of sofas they already have, right?
368. 12:41So, this is a way to kind of almost push
369. 12:44them away a little bit where they pull
370. 12:46you back in. Okay?
371. 12:48I'm going to show you how to get your
372. 12:49prospects to actually do all the work
373. 12:52rather than you trying to do all the
374. 12:54work.
375. 12:55We can show you how to get them to sell
376. 12:56themselves, right? To pull you in
377. 12:59whereas you might have been trained or
378. 13:01forced to learn how to get you have to
379. 13:03do all the work. You have to do all the
380. 13:04selling, all the persuading. And I'm
381. 13:06sure you're getting exhausted from that.
382. 13:08Way easier to get your prospects to do
383. 13:10all the work because after all, they're
384. 13:12the ones that have the problems, not
385. 13:14you, right? And your solution actually
386. 13:16solves their problems. So, why not learn
387. 13:19techniques how to get them to do all the
388. 13:21work and sell themselves, all right? I
389. 13:23mean, the sofa you have now, I I that's
390. 13:26I mean, that's a fairly decent piece. I
391. 13:28mean,
392. 13:29what's caused you to feel that it's not
393. 13:31comfortable enough, though?
394. 13:34See what I just did there? I mean, the
395. 13:35sofa you have now, I mean, that's a
396. 13:37fairly decent piece. I mean, what's
397. 13:39caused you to feel that it's not
398. 13:41comfortable enough?
399. 13:43Well, I mean, it's not comfortable
400. 13:44enough because and they start telling
401. 13:47you why they're looking for something
402. 13:49else, but more importantly, who are they
403. 13:50telling? Themselves. That's called
404. 13:52self-persuasion. See how I got I pushed
405. 13:55them away a little bit. Notice I said
406. 13:57it's fairly decent. I didn't say it's
407. 13:59awesome. You don't want to go too
408. 14:01positive. You don't want to go too
409. 14:02negative. You just want to be kind of in
410. 14:03the middle. I mean, that sofa you have
411. 14:05now, I mean, hear my tone? Skeptical
412. 14:08tone. See? What I just do What I'm doing
413. 14:10there is I'm getting to the defend them
414. 14:12to defend themselves on why they need to
415. 14:14change. Is that probably good for you
416. 14:15where they defend themselves on why they
417. 14:17need to buy a new sofa? Okay, I mean,
418. 14:20the sofa you have now, I mean, that's a
419. 14:23fairly decent couch. I mean, what's
420. 14:25caused you to feel that it's not
421. 14:27comfortable enough?
422. 14:29Feel, not think. You want to keep them
423. 14:32on their emotional side of their brain.
424. 14:34That's where human beings make
425. 14:35decisions. You say think, they go back
426. 14:37to logical-based thinking, which is not
427. 14:38good for you, right?
428. 14:40Comfortable enough. Now, cars. Let's
429. 14:41look at the cars here.
430. 14:43I mean, you've had this car 5 years. I
431. 14:46mean, it's a fairly
432. 14:48decent ride. I mean, what's caused you
433. 14:49to feel that you might want something
434. 14:51better, though?
435. 14:52I mean, you've had this Mustang for 4
436. 14:54years. I mean, that's a fairly decent
437. 14:57car. I mean, what's caused you to feel
438. 14:58that you might want something better?
439. 15:01Well, the reason why I want something
440. 15:02better is X and Y and Z. See how I'm
441. 15:05getting them? I'm like almost pushing
442. 15:08them away, which causes them to pull me
443. 15:11back in and to defend themselves on why
444. 15:14they need to change. Now, the tone is
445. 15:16really important here because if I said,
446. 15:17"I mean, you've had this car 5 years.
447. 15:19It's a fairly decent car. What's caused
448. 15:21you to feel that you might want
449. 15:22something better though? Well, I don't
450. 15:24know. We're just kind of looking around.
451. 15:26See how your tone affects how that comes
452. 15:28out? I mean,
453. 15:29you've had this Mustang for 5 years. I
454. 15:32mean, that's a
455. 15:33that's a fairly decent ride. A lot of
456. 15:36people would say that's that's a pretty
457. 15:37decent car you have. I mean,
458. 15:39what's caused you to feel that you might
459. 15:40want something better though?
460. 15:43See, concerned tone. Okay? Does that
461. 15:46make sense? All right. So, those are the
462. 15:49three things to start to learn to master
463. 15:52if you want to be very successful in
464. 15:54retail or any sales environment. Number
465. 15:56three, precision probing. Okay? Very,
466. 15:58very important for you. We also want to
467. 16:00focus on what's called, let's go back
468. 16:03here, tailored tonality. Your tone is
469. 16:06probably the most critical part of this
470. 16:08process to learn. Okay? We can train you
471. 16:10all that in our virtual training courses
472. 16:12for our clients if you want to learn how
473. 16:13to do that. Okay? Train thousands in
474. 16:15your space. And then, the number one
475. 16:18thing is prevent the number one
476. 16:19objection of I'm just looking around by
477. 16:22just telling them the objection. Oh,
478. 16:24welcome in the store today. Are you guys
479. 16:25just out looking around? Okay? See what
480. 16:27you did? All right. Hope that helps. And
481. 16:29we'll see you soon. Join our free
482. 16:31Facebook group. Go to
483. 16:32www.salesrevolution.pro.
484. 16:36We should have a link on here somewhere.
485. 16:38salesrevolution.pro.
486. 16:40Right when you join the
487. 16:41salesrevolution.pro
488. 16:43Facebook group cuz we got thousands of
489. 16:45entrepreneurs in there, thousands of
490. 16:47sales people like you, thousands of
491. 16:49coaches, consultants, executives in
492. 16:51there that want to sell more. Right when
493. 16:53you join, check your DMs cuz we're going
494. 16:55to message you. Some of my team's going
495. 16:56to message you a free training called
496. 16:58the NEPQ 101 mini course. It's going to
497. 17:01give you a list of different questions
498. 17:02and phrases you can use in any sales
499. 17:04situation. That alone is going to help
500. 17:07you sell more than what you're doing
501. 17:09now. And we go live in the Facebook
502. 17:11group about three to four times a week
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