We've all suffered through that salesperson who just kept pushing to close the sale, right? In all likelihood, you left and bought what you needed somewhere else. So, it’s not what you sell, but how you sell that matters. In this video, you'll watch a role play that demonstrates the power of soft skills — those skills that will get people to know you, like you, trust you, and eventually, buy from you.
- We've all suffered through that customer service rep that would just not stop asking us personal questions, or that saleswoman who just kept pushing us to close the sale, right? Think about it. Think of the last sales rep that really got on your nerves. It's subtle, right? But it was just irritating enough to make you wanna walk away from the sale. In a sales experience, it's the little things that make a big difference, and those little things are driven by a salesperson's soft skills.
In fact, in today's world I believe soft skills are the only real competitive advantage we have left. No matter how amazing, unique, or spectacular you believe your product or service is, to your customer it's a commodity, something they believe they can buy anywhere, anytime, and from anyone. So it's not what you sell, but how you sell it that matters. Those selling skills are the gateway to getting people to know you, like you and trust you because for your customers, it's you that they're buying, not just the product.
But soft skills are tricky you'll need to call on vastly different skills with different customers, and getting soft skills right is more about knowing what your customer needs than selling a product. You know, I think it will help if I show you. Let's take a look at it in action. - Well Mara are you excited? We're ready to close your loan. I've got your paperwork ready and all we need from you is a couple of signatures. - Actually Paul, I was talking with my team and we're having some well we're having some second thoughts.
We feel if we tighten our belt a bit and don't pursue any new marketing for the next year or so we can probably do without the loan. - Mara I understand, but I have the paperwork ready and you did say you were coming in to sign. It's normal to go a little cold feet but remember the reason you made this decision. It was the right one. I think we should move ahead. - You see the impact of Paul's lack of empathy? He says he understands, but what is he do? He just keeps pushing for the close.
Image how that makes Mara feel. Let's see how this looks when Paul gets a little empathy for Mara's position. - Well ready to wrap up your loan Mara? I've got your paperwork ready and all we need to do is sign the documents. - Actually Paul I've been talking with my team and we're just having well we're having some second thoughts. We feel if we tighten our belts a bit and don't take on any new marketing for a little while we can probably do without the loan.
- Okay, that's interesting. Tell me more. In fact walk me through exactly how that would work. I'll play Devil's advocate so we can be sure you're making the right decision. - That would be really great. - [Paul] Good. - Thanks. - Did you see it? That's the beauty of empathy. Rather than pushing for the close Paul backs up and tries to really understand where Mara is coming from, making her feel important, understood and valued. Now granted this was probably tough for Paul for a second there he was probably freaking out on the inside thinking, oh no I'm gonna lose this sale.
But right there we've hit on something really important with soft skills taking your cues from the customer rather than just selling from a script.
- What are soft skills?
- Why soft skills matter in sales
- Connecting with your customer
- Developing your emotional intelligence for sales
- Collaborating effectively with your team
- Being confident in your sales decisions
- Building your empathy muscle in sales
- Integrating soft sales skills with hard sales skills
- Leveraging storytelling in sales