Emotions and how you manage them in life and in business are extremely important. Now our physical bodies communicate by our conscious mind, our intuition and through instinct. They all respond to the various stresses that hit us in our lives through work, life and relationships. These feelings act as key spikes in our thought processes, as you can probably recall periods in your life when you have rebelled against a gut instinct or feeling you had, later to find out, it turned out to be true. Our bodies communicate these essential spikies all the time, however it is up to us whether we choose to accept the importance of our emotions or not.
Emotions are powerful feelings that if used and managed correctly can alter the way you live your life. They can better your way of communication and allow you to feel better. They can establish boundaries internally so that your values are not being violated and thus you feel hurt. Emotions can act as your internal moral and ethical gate for good decision-making, which can potentially allow people to connect on a much deeper level, which is called deep rapport.
In a sales environment, salesmen often ask why didn’t they buy off me, and blame the customer for XYZ multiple reasons. However if they took a step back and logically looked at their approach to a sale, they would have realized the following. All human beings even including ‘’customers’’ need to feel a strong element of ‘’respect’’ and feel respected. So how do you create that deep level of rapport to which you can then have a customer feel respected and enable you to make that sale? To show someone respect, you must first respect his or her feelings and emotions. You can do this by a number of ways and techniques we teach, however a simple one to use right now and start getting results is the 3Q’s to building deep rapport with someone.
Question 1: Ask about their feelings towards a particular product or service?
Question 2: Validate what they want as a customer, as each customer is completely different and are their own individual. So you must tailor each product and service for that particular customer.
Question 3: Empathize with customers queries and reactions, most salesmen disregard key statements customer give them through a sales call, however by simply listening and creating empathy, not only will the customer feel respected but this gives you a level of rapport to introduce services and products that would help them.
If you chose to disregard these 3Q’s to gaining deep rapport with customers, what you will be doing is invalidating customer’s feelings by rejecting their concerns and feelings. Customers will feel an element of rejection by you implying that their feelings be disapproved of which would instantly break any level of rapport you have either created or wanting to create. Invalidation is the single most sabotaging way to kill any positive emotions in customers, it destroys confidence, creativity and individuality in you.
Each persons feelings and emotions are real, whether you feel them yourself or not is irrelevant, but to reject those emotions and feelings is to reject that persons element of reality, that’s where you may notice customers communicating negative feelings, as they are trying to express their individuality as a defence mechanism to avoid being judged and their emotions undermined.
