Persuasion State Of Mind

Every day we go about our business. We perform various tasks that cover a wide range of activities. For each activity there is an optimum state of mind. Actors and athletes are keenly aware of the importance of state of mind. The signicance of being in an appropriate state of mind can make the difference between a peak performance and a lackluster performance. These elite performers are constantly ne tuning their state of mind prior to performance. The right state of mind allows certain behaviours to ow naturally since they are almost automatic reactions to situations. Persuasion starts before the sales interaction. It is largely determined by your state of mind. Having the right state of mind allows you to handle people and situations almost automatically and can help your day ow effortlessly. If you can balance the right detached professionalism with a genuine warmth and caring, your customers cannot help but feel like they have been provided with the best. That has to translate into positive results. Before the sales interaction there is a time during which you go through the starting ritual of Ready - Set - Go. The Ready phase involves having the physical setup ready. Resources available to start the interaction. The Set phase is the stage within which an actor immerses himself in the character or an athlete gathers his emotions and rehearses. The Go phase initiates action once the performer feels mentally prepared to proceed. The Ready - Set - Go process is preceded by what we call Attitude - your current state of mind. Your state of mind is a result of several factors; your understanding of the situation, plus your physical and emotional state. Your understanding and your emotional state are impacted by a set of beliefs, assumptions and expectations called presuppositions. The sales interaction is the start of a relationship with the customer. A relationship will have boundaries and expectations. One of those expectations will be about your companys customer service. The sales call is the rst step and should be looked at as the customers introduction to customer service. You are their rst indication of what they can expect for customer service. The sales call must dovetail into the customer service relationship in order to be consistent. The sales call must include basic presuppositions about customer service. An example of a presupposition that is quoted in customer service is "the customer is always right". Is it true? More importantly, what is there about that assumption that is useful when providing customer service? Nobody seriously believes that any human being is always right. But there are some thoughts that ow from that that are useful. 1. 2. 3. 4. the customer is allowed to be wrong never tell customers they are wrong - allow them to come to that conclusion themselves every behaviour makes sense in the right context every action has a purpose

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every action has a positive intent context is more important than content people respond to their perception of reality and not reality itself

Those presuppositions apply to almost any customer situation. There are also some other presuppositions we can adopt, that allow us to handle customers professionally and sensitively with just the right level of detachment. 8. 9. 10. 11. 12. 13. 14. 15. 16. you are not the target it is better to have a choice than no choice give them the pickle - relationships are reciprocal - give and take Platinum Rule - do unto others as they would have done unto them the most exible person controls the outcome the meaning of your communication is the response you get people will make the best choice based on how they view the situation challenge is fun you have all the resources necessary to x any issue