Meet Suzy – Who Leads With Empathy
First, let’s understand what empathy means. Empathy literally means feeling with the other person—understanding what he or she is feeling at that moment. It means setting aside our own desires, fears, and even prejudices as we relate to another person.
- Seek to understand your customer’s inner world.
- You ask rapport building questions.
- You shift your focus from what you want out of a transaction (victory, commission, the trip to Jamaica in the sales contest) to what your prospect wants.
- You practice Wholehearted Listening. You listen to the emotion behind the words.
To Be More Respectfully Assertive:
- Ask tougher discovery questions.
- Challenge your customers and provide insights.
- If you can’t get an immediate commitment, schedule a follow up meeting.
- Add value rather than dropping price. You will always be better off demonstrating value than debating price. And if you compete solely on price, someone out there will beat you on price.