Mastering the art of redirection is a valuable skill that can help create meaningful relationships, value in yourself, and keep the customer engaged with what you have to say.
Not only that but it allows you to create a meaningful relationship with a customer in the most efficient way possible.
The neat thing about redirection is that it takes care of all the reasons why a customer would need more time to think about it. Learn about those ways and other strategies in my newsletter below.
Redirection is a way of creating a lasting relationship, building trust and respect, and also selling a product. When done correctly it can be very effective.
The system for redirection is as follows:
– The first thing you should do is read your customer.Are you talking too much about the product and they are getting bored? Are you talking too much about yourself and they are confused like “why are you here”? Read the customers body language and facial expression to know if they are engaged in the conversation.
Also, read what personality type they have. Are they inquisitive about the technicals of the service? Are they price conscious and looking to lower bills? Are they energetic? Matching their energy and personality type can make you seem more relatable. You can cater your pitch to fit their personality and their needs.
– Here is the heart of the strategy. Every so often in the conversation, redirect to something unrelated. If you are talking about the product, start talking about what a cute dog they have or a beautiful garden they have. If you are talking about their home, shoot back over to the product. Ask them another question about their current service or what they are looking for. Present them a solution. Redirect back to something different, ask them a personal question.
This does a few things:
- It creates a relationship with them.
- It also keeps them constantly engaged with the product and the sales decision.
- It draws a parallel between the relationship your creating and the product where it feels like the product fits neatly into their lifestyle.
- It gives them just the right amount of information at intervals so it doesn’t seem like too much or too little.
- It directs their attention away from the fact that you are trying to sell them.
– When you redirect back to the personal conversation makes sure it is things that you have in common with the customer. If the customer has a dog, ask about it’s name or how old they are. Talk about your dog and how you got it. The more precise and intimate the details, the more the customer will feel like they know you. *Bonus: Show pictures of your dog – Visuals are very effective
Just a precaution, don’t talk too much about yourself without inquiring about the customer and don’t ask too much about the customer without sharing information about yourself. Find a happy medium.
I have a friend that is a master at redirection. Watching him in action is like watching an orchestrated symphony. He knows just the amount of redirection needed to make the customer feel listened to, accepted, supported, and also get them sold. Talking with him for 10 minutes you will feel like you’ve known him for 10 years…and you will buy what he’s selling.
Using this system of redirection will not only help you create a meaningful relationship, but it will also allow you to do it quickly.
After all, time is money.
Practice redirection with your next customer. Keep them engaged by switching topics frequently. Then come back around to the first thing you talked about and see them light up like you share something in common. Have fun with your customer. You will find that you can get sales much more efficiently when you use redirection to create rapport.