An Insider’s Guide to Building Customer Trust Have you ever lost a sale and you weren’t sure why, when everything seemed to be going as it should? The key to closing a sale, has little to do with the product or price, and far more to do with whether the customer trusts you. Improve your sales by learning how to build trust with a potential customer. 1. Watch Your Body Language Your body language speaks much louder than your actual words. Uncross your arms, uncross your legs, smile, and show your palms. Watch your facial expressions, your muscle tension, and your repetitive motions (tapping your pen). Develop a keen sense of what your body is saying, and learn to create an inviting, positive, body language that will leave your potential customer feeling like they can trust you. 2. Always Make Eye Contact Make sure you are engaging your potential customer using eye contact. You will not be received favorably if you are looking elsewhere, answering text messages, or shaking your head in an absentminded manner. When you make eye contact with the customer, he/she knows you are listening, and that you are focused on what their needs are, and they will be much more likely to trust you. 3. Dress Professionally First impressions really do count. You might not think it’s fair, but we are most certainly judged on our appearance. Research has shown that a lasting impression is made within the first few minutes of seeing you, long before potential customer even talks to you. So look your best. Dressing professionally will elicit feelings of trust. 4. Mirror Your Customer Match and mirror your customer to create harmony. There’s a lot of power in mirroring your customer. It creates a feeling of being grounded, and it encourages trust. Research has shown that when two people disagree their body language is at odds, and when two people agree they share body language. © 2011 Apptivo Inc. All rights reserved. 5. Learn to Listen Don’t be too quick to talk. Instead, give the customer a chance to speak. Listen to what they have to say and ask questions that are relevant to their requests or answer their questions. Listening is a great way to build trust. 6. Build Trust at the Company Level Building trust starts at the company level and you can begin to build trustworthiness by posting credentials. Certificates and credentials build instant trust. For example, let’s say you have a company that offers heating services. If you post your business license, your Better Business Bureau certificate, and your HVAC license you’ll build trust. 7. Build Trust in Your Industry Collect articles, statistics, research, and whatever other material you come across to help build trust in your industry. Many times the industry itself does work in the form of advertisements to promote their industry, and this has an excellent trickledown effect. Let your industry help you build trust in your company. There are many things you can do to build trust within your organization. You should take every opportunity to build trust within your company. You should also ensure that the entire workforce understands how important their individual actions are to building that trust, and what the company’s expectations are for individual employers © 2011 Apptivo Inc. All rights reserved.
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