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D32 is a premium business growth network where business leaders and experts in Perth and across Australia form meaningful relationships so they can leverage the time, contacts and activities of a vast network. D32 supports the little guys (and gals) and the 7-8-figure businesses. We’re a community that has each others’ backs. This podcast is about all things business, entrepreneurship and connectiom.
D32 Part 4 Full Video Podcast
[00:00:00]
Kingsley: My name's Kingsley, the host of the D 32 podcast, and with me, well actually not with me, he's on the other side of the country in Perth, is Jeremy Hills. Now we're talking about sales and the psychology of sales and people where they're coming from. . If you haven't heard. The other three, I would sincerely encourage you to go and hear from them because probably a bunch of things about sales you may not have heard before and ways to approach 'em. So Jeremy, you're . You do a lot of psychology, a lot of mindset, a lot of sales, leadership training, a whole bunch of other things. And, we, in part four of four, talking about the psychology of closing without feeling pushy, without feeling sleazy or like a salesperson or something. Tell us about that.
Jeremy Hills: Yeah, it's absolutely kings. I think a lot of people do often feel sleazy when it comes to sales and even asking for the sale. And I really [00:01:00] feel like that often happens because we are usually selling to someone without actually finding out what the person needs. And I think we've all been on that, that side of the equation as a buyer.
And you kind of really like run away from the spruiker. You know the people that like trying to interrupt you in the, in the, it could be in the shopping center and they're trying to jump out in front of you or they're try and sell you stuff, or the o Often people are trying to sell without actually finding out about the person, actually getting to know the person and even finding out what their real needs are.
And often the, the close becomes very, very difficult for a lot of people and it feels very awkward. They feel like they, they don't know what to ask. And often that has happened because you've actually missed, the previous things that we were kind of mentioning of like, you don't have trust, you don't actually have found the real need that's actually going on, and it feels like a high pressure kind of event.
Because [00:02:00] what's happening . Is you don't have trust. And if without that trust and without knowing the need, if you go to close, it kind of feels very awkward. I actually like to talk about closing because we can all relate to this and like getting into a relationship. Like people sometimes go for the close is like, say moving in with someone or getting married and people like.
Go up to someone and they say, hi, how are you? Would you like to get married? And you're like, you ha why I just met you.
Kingsley: Yep.
Jeremy Hills: Okay. And that's literally what it feels like when people go to close. It's like, I haven't, I don't even know your name and you're asking me to like, to get, to jump into, to moving in together or getting married.
Like it's just too quick. Okay. And a lot of the times it's like you've gotta actually take the time to be like, like who are you? What's going on for you? What's your need? You've gotta go on a few dates before you start moving in or getting married with people. But the close is a [00:03:00] massive commitment for some people, especially if you're selling services in the thousands of dollars like or products in the thousands of dollars, people are making a commitment and, and requires a level of trust because you have to deliver on that.
And if you go into that situation straight away without any rapport, any knowing of the need, it's like it literally feels like you're trying to, marry someone without even knowing them.
Kingsley: So when it comes to, to that, obviously you've gotta build that trust factor and that that. Takes a little bit of time, and as we've gone and I, I encourage people to go and hear the other ones as well, asking questions, find out the real need. What are they really saying? Not what are the, just the words that they're actually putting out there. when it comes to closing, it can seem like a very, okay, you, you're interested in this? Yeah. Great sign here. And it's like, well, hang on a sec. That's a very abrupt way of doing it. I, is there other ways of, of
Jeremy Hills: Yeah,
Kingsley: Justin being so abrupt.
Jeremy Hills: I [00:04:00] really am a true believer. If you've got really good rapport and you've understood the emotional need, they're actually like, they're standing there like ready to buy. And some, and sometimes people are really passionate about the services. They haven't even realized they've done the sales process and they're literally, the customer is literally there and all they have to do is say like, would you like to buy?
And they probably would buy. But because, and. That's a natural progression of the sales process. 'cause you've had good rapport, you've found out about the customer, you've demonstrated how you can solve their problem, and the customer then wants it, they actually will want to buy it. Okay. Sometimes the easiest way to kind of do it, there's something we have kind of like NLP or hypnosis.
It's like, yes. Sets. And I kind of combine that with, really actually starting at the top saying like, do you see any value in this? Okay. They'll say Yes, hopefully if you've met and, and actually see the value in it. And then you can say like, [00:05:00] do you see how this actually will solve, like the problems and the things that you've talked about?
If they say yes. Like that, you can do it some simple as says like, would you like to move forward with this? And then they'll probably say yes. And that actually does two or three things. The more times people say yes, the more likely they are to keep saying yes. And also you, you're actually making sure that you're actually you, product or service.
They see the value in it and they see how it can actually solve their problem, and overcome their challenge. And it would just become a natural progression.
Kingsley: So it's not so much, it's as it's abrupt, as it's just a part of the. The natural processes you've taking people
Jeremy Hills: Process.
Kingsley: And can you, can you, like when you're doing a, a close or when you're closing with somebody on a sale, can you tell
Jeremy Hills: Yeah.
Kingsley: by their, whether they're, it's what they're saying by their body language.
How do, how do you know when's a good time to actually
Jeremy Hills: Yeah.
Kingsley: close?
Jeremy Hills: e . Everyone's felt the situation when it comes to sales If it feels awkward, [00:06:00] you've missed something. Okay. It feels awkward because you haven't got to know them. Okay. And it's like you're trying to ask, ask them to marry you basically before you've, you've even know the person. It feels icky. All right.
And, and you also haven't understood their needs and you haven't demonstrated how your product or service can solve their problem. Okay? And most people are not even getting past the first phase. . You are only closing maybe one outta 10 of your conversations because you, you are just stopping at the money and the time.
Objection. And the money and the time. Objection is never the problem. Like people may not physically have the money sitting in their bank account. People find money and time for things all the time. They don't have time, like time because they got work on a Friday. However, if I often am a free trip to Bali on Friday, I guarantee they would take the time off work and they'll jump on that plane and end up in Bali on Friday.[00:07:00]
Okay. And they, and they wouldn't really care what their boss thought about 'em? Yeah, well, they'll just take a sickie, like they would find a way, um, same as money. Like we get bills and debts, or we have opportunities come up. And again, we shuffle money around. We find money, we sell things like we come up with money.
, And or, but really the real problem for a lot of people is, is more on an emotional level. They're wondering like, if I fail, I might be a screw up. What will my people, my, my friends think of me, my family think of me or my wife said not to waste any more money, so maybe I, I shouldn't actually like, make this decision.
So you're like, well, this is maybe an investment in your future. Like, isn't this different? Like, would you actually like to speak to your wife about this or your, your husband? And, and that can be. A, a big difference in when it comes to closing. 'cause if you're just trying to close straight away without getting to know the person, it really will feel like a push.
And everything's trust. Like probably a lot of, probably even [00:08:00] like eighties, nineties, there was a saying that used to be called Buyer be. And the reason why it was bio beware is like the sales person could sell you all the products and services and they could sell you, and then you would kind of go home and if the product or service broke or something, it didn't give it, you'd kind of be like, well, you bought it.
It's your own kind of fault. But in this day and age, that actually doesn't work because we have social media. People can literally find out every single bit about you by looking at your socials. They can look at your website, they can look at your testimonials on Google. They like people, like people's trust level is very, very low in general.
Okay. We don't trust anyone about anything. So we often may like we are looking for trust before we do anything else. And if you can focus more on the trust and building rapport side of things, the clothes will almost take care of them, take care of itself. Okay? And they won't care so much about it [00:09:00] necessarily being the best features or anything like that.
If you have the trust, they're, they're looking for, will you actually deliver on your word?
Kingsley: That's a big one. What you just said there. Will you actually deliver on your word? I think that's something that we're, all of us are very wary of at the moment.
Jeremy Hills: Yeah, absolutely. And you look at like, we, we all like back what eighties or before, like people used to leave and keep their car keys like in their visor and they literally just leave the, leave their car there. But we really, and we left our front doors open. We trusted everyone. Now we don't trust anyone.
We've got security cameras all around the house pointing at all our neighbors like checking. Checking in on what they're doing. Like we, we have very little trust know. . So, and buyers are, are very mindful of making, and, but the thing is, it's not even about them making a bad decision there.
It's like, what does it mean to make the bad decision? What what it means for them is I'm, I'm a failure or I don't make good decisions or, or I might not, I might not be loved from my partner when I get home when they [00:10:00] notice I am a screw up. Like these are the deeper things that, that if you overcame and you had the trust they would share with you.
And if you overcame them, they would just close themselves. And then once you have it the best way to sometimes to. Close it is to summarize it. Okay. Do you see the value in this? Do you see how it meets your needs? And if, and if you've missed something, don't close it. Like you're closing too early. It's feeling awkward 'cause they haven't seen the value in it and they, and they cannot see how you are, how it solves their problem.
However, if you, if they can clearly see that it solves their problem. Like they gotta do it. Then you're just talking about the, the logistics. Then you could, then you could talk about the money, but then you will come up with a payment plan or give you a, a payment plan or financing and like, they'll overcome it when they really feel like it will solve their problem.
Kingsley: Yeah. No, that, that's, that's really cool. If they, if they know, if they've
Jeremy Hills: That's
Kingsley: trust
Jeremy Hills: really cool.
Kingsley: gone and found out what the real issue is, know they're ready. Like you, [00:11:00] like you've said before, they actually buy from you. You're not selling them. They're actually buying from you. They sell themselves.
Jeremy Hills: Yeah. One of the, one of the things that kind of changed my whole mindset when before the sales interaction started, the customer wants to buy if they've walked in your shop. Okay? Or if there's a customer that's inquire through your website, they want your service. Otherwise, they would not have inquired.
Kingsley: Yeah, a hundred
Jeremy Hills: And if they're there, they're there to be sold, and your job is to help them make a decision. I would even rather get a no from them and move on to a customer that does want my service. However you do, you still may need to go through more no's than yes's However you are there to guide them to make a decision and if your intention before you even start is I'm here to help them make a decision.
It changes everything. Okay. Because I think like Australia is really bad for customer service. You can walk into any retail shop and they see you walk in the door and they run out the back. They, they don't even come to [00:12:00] you to actually help you. Um, but my wife's Canadian and I, the customer service is better there.
But you go to the US like they. Do they get paid based on commission? Like, and so they will actually approach you. They'll introduce themselves, they'll make sure they understand your needs. They'll take, they'll literally take you from the start of the buying process all the way through to the end until you make the purchase.
'cause they know their name is on and. Their name going on that, on that receipt, we'll actually get them a commission.
Kingsley: Yeah.
Which is, which is a very powerful thing, and that's a whole new conversation altogether. And I, I like what you, you said just before is a fact that you're there to actually help them make the best decision. I think that's a fantastic
Jeremy Hills: Yeah.
Kingsley: Whole series. Thank you so much, Jeremy. Where can
Jeremy Hills: Thank you so much, Jeremy.
Kingsley: About what
Jeremy Hills: wanna find out?
Kingsley: your, the mindset, about the sales, all that sort of thing.
Where can people get ahold of
Jeremy Hills: Yep. My website's inner results.com. If you wanna email me, you can go info@innerresults.com and my phone number if you wanna gimme a call is zero [00:13:00] four two six eight three two. 5, 8, 1.
Kingsley: Thank you so much Jeremy. Really appreciate your time and
Jeremy Hills: Jeremy, thanks, Kingsley.
Kingsley: aspects of this and I encourage everybody to check them out and get in touch with Jeremy, find out what else he's got to offer. once again, thank you so much everyone, have a fantastic week and we look forward to catching up with you
Jeremy Hills: Thank you. Thanks Kingsley.
Kingsley: Beautiful.