Consultants Dan Hay and John Marshal recently published a research study entitled the Happiness Halo that identifies three parts of the customer journey that enable showrooms to make emotional connections with their customers. They are anticipation, interaction and afterglow. ...
April 26, 2018
April 18, 2018
Using the word if as part of a sales presentation is an absolute no-no because it sends the message to a client or prospect that they don’t know something. For example, if your sales professional proposed the following, “If your new housing project is going to sell quickly, the perfect solution for your bath is to depend on our ability to source products and deliver them on time and within budget.”
Why would a developer not believe that his or her project is going to sell quickly? When the sales pitch is prefaced with an if question, most likely the buyer will tune ...
April 12, 2018
The Black Swan Group will be leading a negotiation workshop at the 2018 BKBG Annual Conference at the Marriott Sawgrass Golf Resort and Spa in Ponte Verda, FL (Jacksonville). In a recent blog post, the company offered four steps for taking control of negotiations.
A key to taking control of a conversation is to give the other party the illusion that they are taking the lead. In order to do so, you need to take advantage of the following tactics:
- Effective Pauses
- Calibrated Questions
- Tone of Voice ...
April 5, 2018
Nordstrom is known for its exceptional customer service and does not deny publicly that it once took back a set of tires from a customer who was dissatisfied with the purchase even though Nordstrom does not sell tires. The story is not true, but that’s not the point. It speaks to the Nordstrom brand. Similar to other brick and mortar department stores, Nordstrom is challenged by a paradigm shift in the way consumers shop. In response, Nordstrom is constantly tweaking its business model to maintain its relevancy to its customer base and to provide more compelling customer experiences ...
March 29, 2018
Michael Lewis has penned numerous best-selling books, including The Big Short, Flash Boys and Moneyball. In a recent interview with University of Pennsylvania Professor Adam Grant, also a best-selling author, Lewis shared several keys to exceptional story telling that can help kitchen and bath showroom professionals better connect with their clients and prospects. Rule 1: Great storytellers understand that people will listen to those who can tell interesting stories about themselves. ...
March 22, 2018
Negotiating is a fact of life. Imagine how successful you could be with a no-fail negotiation technique. One of the nation’s premier negotiation trainers, The Black Swan Group, has a tip it says is almost always successful regardless of industry or context: To get to yes, eliminate the negatives up front.
Make a list of every unreasonable, unfair, crazy or ridiculous accusation your gut instinct tells you that the other party might say about you, advises The Black Swan group. Don’t deny or hide what you believe the other side does not like or understand ...