Sell more this week with an emotional connection


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I love the saying that logic makes people think, but emotion makes people act. As we get closer to Christmas, a shopper’s emotions play an even bigger role in his/her purchasing decision. Not only because they’re in the holiday spirit, but also because many customers wait to buy that special something until closer to Christmas.

The more you can connect with your customer’s emotions over the next six days, the more you’ll sell, and the better your customer will feel about his/her purchase. These are simple suggestions you can easily put into action today.

1. Describe how the recipient will act and feel when opening the gift.

“She’ll be so surprised.”

“He is going to love it.”

“This will make her so happy.”

“He’ll think it’s perfect.”

2. Act as the recipient’s advocate. Sometimes the person receiving the gift needs a say in the purchase decision, but of course he/she isn’t there. That’s where you come in.

“I think he would want the better one.”

“I believe she’d be thrilled if you treated her to that.”

“Are you sure? Most customers like the matching widget.”

“Based on what you told me she likes to wear, I’d go with this one over that one.”

3. Praise the customer for his/her decision. You can only do this if you know enough about the recipient, but since I’m sure you will, you can use this to give your customer even more confidence. This is especially effective if you think there are other items the customer should consider.

“That’s an excellent choice. Let me show you this as well.”

“I think that’s perfect based on what you told me she likes. Here’s another item that will complement that one.”

“You are clearly a very smart shopper since you just made a big purchase from me.”

Well, you probably shouldn’t say that last one, but you can think it! You can also show your gratitude and appreciation, and that will also appeal to a customer’s emotions.

So let me ask, which of these suggestions can you apply today to make an even stronger emotional connection with your customer?

Republished with author's permission from original post.

Doug Fleener
As the former director of retail for Bose Corporation and an independent retailer himself, Doug has the unique experience and ability to help companies of all sizes. Doug is a retail and customer experience consultant, keynote speaker and a recognized expert worldwide.


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