有錢人想的和你不一樣》是本很棒的書,作者哈福.艾克也透過自己的部落格持續分享有錢人的觀成給大家。為了讓自己持續保持有錢人的思維,我將他部落格的文章翻譯做為提醒自己的記錄。

信用名譽為上

特別是當處在經濟衰退的市場時,你真的必須突顯出你自己與其它人不同的差異,不是只有在產品與服務上差異化,連信譽也是。從Yelp網站(美國一個線上評論網站)及其它許多的報告都顯示,沒有建立品牌信譽的個人與企業將不會帶來任何的人想要與之合作。

任何事情你有做或是沒做;任何事情你說話負責或是不算數都有影響。所以當你承諾你下午三點要打電話給某人時,假如你沒有打這通電話那麼你就失去了信用。對客戶做出這樣的事情……覺得我是要聽到能收錢的鐘聲嗎?那會是一個事業死亡的喪鐘。所以完整達成你所說過的事基本上是不用想也知道該做的事情,是吧?

所以一個信譽的開始不是來自你的客戶對你的觀點或是客戶的回饋。信譽來自於你自己。

對一個企業家自己而言,有兩個最重要的問題要問自己。第一,在你每一次的簡報、電話或是銷售機會後,問你自己:「我做對了什麼事?」立即幫自己做一個快速的分析。像是「我準時到了」、「我的服裝穿著很適當」、「我眼中注視著客戶」、「我跟他或是她有緊緊的握手」、「我帶著微笑」、「我很自然」、「我有提出問題」。如同晚間比賽的精彩重播一樣重覆這樣的動作,專注在你表現好的事情上面。

第二個問題問自己:「我做了什麼不一樣的事?假如我必須再做一次,我會做任何的改變嗎?」

當你回想及視覺化重現你做過對的事情時,你是在設定你的潛意識接收你做過對的事。下次你與客戶相處時你就會處於事先準備好的狀態,就像一個運動員一樣。你準備做所有你做過對的事情,然後改善你做過不一樣的事。

絕對不要問自己:「我做錯了什麼?我犯了什麼樣的錯誤?我如何搞砸它的?」當你聚焦在任何你犯過的錯誤上時,你將重新設定你自己下次去犯同樣的錯誤。

當你設定愈多你的成功在自己腦袋裡時,你就會進入更加自信的空間狀態裡面,感到更自在。

人們喜歡跟有自信、安全自在的人購買東西,因為自信能帶給你更多有信譽的感覺。當你有自信時,你相信自己及對你的產品有信心,這樣自信的情緒就會產生感染的力量,人們會從你身上感覺那股銷售的自信。

那些擁有自信的人會對他們的銷售及感覺很好,真的感覺很好因為他們己經跟許多人接洽過,然後產生更多的銷售業績讓他們感覺更好。而那些缺少自信的人最終則會失去他們現在擁有的銷售機會。

一個小學三年級的學生就能夠重覆解說產品的特性,但要成為一個能讓客戶信任的銷售員是要能夠透過問問題來試著了解客戶,以及懂得如何幫助他們。要在你的事業成功,你必須喜歡你的客戶。唯一讓你能夠喜歡你的客戶的辦法就是實際了解客戶的情況,以及給予專業的建議取代只想銷售東西給他們,你必須真的想要幫助你的客戶。

這就是能建立起信譽及成功的商業人士。信用名譽就代表著一切!

 

原文內容:

Credibility on the Line

 

Especially in a recessionary market, you really have to differentiate yourself from the rest, not just in terms of product or service, but credibility. With the availability of review sites like Yelp, or the myriad of report boards, people and businesses that don’t establish and maintain their credibility will not have people coming to them for anything.

Everything that you do or don’t do; everything that you say or don’t say counts. So when you say you’re going to call at 3 pm tomorrow, if you don’t do it you’ve already lost credibility. Do that with customers … is that a bell I hear tolling? That’s the death knell of a business. So follow-through and delivering on what you say are no-brainers, yes?

As counter-intuitive as it may sound, though, credibility actually doesn’t start with the customer’s opinion of you, or their feedback to others. It starts within you.

These are two of the most important questions for an entrepreneur to ask him or herself. First, ask yourself, ‘What did I do right?’ You do a quick analysis immediately after your presentation, call, or sale opportunity and you think of everything you did right. ‘I showed up on time. I dressed correctly. I looked the person in the eye. I shook hands with him or her firmly. I smiled. I was relaxed. I asked questions.’ Replay it like a highlight reel of tonight’s games. Look at all the good things you did.

The second question you ask is: ‘What would I do differently? If I had to do that over again, is there anything I would change?’

When you memorize and visualize what you did right, you program it in to your subconscious mind so the next time you’re with a customer you are pre-prepared, like an athlete. You’re ready to do all the things that you did right, and improve on the things that you would have done differently.

Never ask, ‘What did I do wrong? What mistake did I make? How did I blow it?’ When you focus on the mistakes you made, you pre-program yourself to make the same mistakes next time.

The more you program yourself with your successes, when you walk into a room the more confident you are, the more relaxed.

People love to buy from confident, relaxed people because confidence gives you high credibility. When you are confident, believe in yourself, and you’re comfortable with your product, that emotion of confidence becomes contagious. People feel that confidence you have in what you sell.

Those who have confidence in what they sell and feel real good about it—feel really good about it because they’ve called on so many people—they will have even more sales. Those who lack confidence will lose the sales they have now eventually.

A third-grader can talk and repeat product features, but it takes a credible salesperson to ask questions to try and understand where the prospect is coming from, and how you can help them. To be successful in business, you must love your customers. The only way you can love your customers is to really understand what their situation is, and then as a professional you make recommendations instead of trying to sell something. You must really want to help them.

That is what makes a credible, successful businessperson. Credibility is everything!

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