Latest / Closing Sales in Nigeria - Sales For The Nigerian Business Person: The Sales and Marketing Blueprint / The Power of Connection: Building Rapport That Closes Deals

Transcript

The Power of Connection: Building Rapport That Closes Deals · Closing Sales in Nigeria - Sales For The Nigerian Business Person: The Sales and Marketing Blueprint

• 0:01
  Hello and welcome. My name is Tavishma Aide, the
• 0:04
  host of the podcast that I'm making today's recording at
• 0:06
  home. So I expect to hear some noise
• 0:08
  in the background because the kids at home and they are
• 0:10
  watching Teen Titans. Now the goal of the podcast is
• 0:14
  solving business problems. So if you have issues with
• 0:16
  customers, issues with sales, issues with marketing, issues
• 0:21
  with your side hustle, something is holding your business back,
• 0:24
  or you have issues with your career.
• 0:26
  If you happen to be a career salesperson, then this is the
• 0:29
  show for you. Subscribe on Spotify, YouTube,
• 0:32
  Apple, or any player of your choice.
• 0:34
  And if you'd love to connect, then call, SMS or WhatsApp me on
• 0:37
  08064662140. Today on the podcast, we are
• 0:43
  going to look at another call review and that's from one of my
• 0:48
  3 Musketeers. But today we're going to be
• 0:50
  looking at a call from Elise because looks like I've been
• 0:55
  talking about most of the calls that we've done with the boys
• 0:58
  and you know, all equal opportunity over here.
• 1:02
  So let's just have a look at the call.
• 1:05
  So talk about a call that she made.
• 1:08
  This is a call review opportunities for improvement,
• 1:11
  you know, stuff like that. So let's see.
• 1:17
  OK, let me try and give a summary of the call because this
• 1:19
  was a while ago. So she called the customer in
• 1:22
  Abuja. I'm not going to say which part
• 1:24
  in Abuja. And then they had the
• 1:25
  conversation and the fellow said he wanted AI think A10KV solar
• 1:31
  installation. And OK, the guy said he wanted
• 1:38
  10KV solar installation. I can't remember the budget
• 1:41
  price. He said maybe 5 million or
• 1:43
  something like that. I can't really remember but
• 1:47
  because this was a while ago. But anyway, I made a note of the
• 1:50
  things that she was able to do and some of the things that I
• 1:55
  wanted her to improve. Now, even though a lot of you
• 2:00
  listening to this podcast right now are not involved in the
• 2:03
  solar sales, there are some things that you can learn from
• 2:06
  this call, particularly when we talk about qualification and
• 2:09
  discovery. Now, if this is your first time
• 2:12
  listening to the podcast, qualification and discovery just
• 2:14
  means the part of the sales conversation where you're trying
• 2:17
  to figure out who is this person that I'm talking to?
• 2:19
  What does this person need? These questions are very, very
• 2:22
  important because that is what allows you to tailor your
• 2:26
  proposal to personalize your pitch and to make a well
• 2:31
  targeted and well tailored sales pitch.
• 2:35
  Because lots of times those of you who you know run around and
• 2:39
  who make pitches every day, the reason why your pitching is not
• 2:43
  effective is because you're just preparing the same pitch for
• 2:45
  every single person you run to. Like, OK, there was a time in
• 2:51
  one of the other podcasts where I complain about these guys who
• 2:54
  go around selling male performance, male performance
• 2:58
  pills, if you can, you know, catch my point in Abuja.
• 3:01
  Now, those guys, they go around and the pitch is always the
• 3:04
  same. It doesn't matter who they talk
• 3:05
  to. If they talk to a young man like
• 3:07
  me, it's the same pitch. If they talk to an 18 year old
• 3:10
  boy, it's the same pitch. If they talk to a 65 year old
• 3:13
  man, it's the same pitch. Now, regardless of whether these
• 3:17
  products work or not, and to be quite frank, even if you need
• 3:21
  some male performance tablets, I doubt you should be buying from
• 3:25
  people who walk up to you in the street.
• 3:26
  So let's remove all these other issues aside.
• 3:29
  So assuming these things work, your pitch to an 18 year old boy
• 3:33
  should not be the same to a man who is between 40 and 50, and
• 3:37
  should not be the same to a man who is 65.
• 3:39
  It'll be nice to have a conversation first.
• 3:42
  Know who you're dealing with. Know the person's amorous
• 3:45
  history, if we can put it that way.
• 3:48
  Figure out what the person's needs are, what else?
• 3:51
  Cardiovascular health diet is also important.
• 3:54
  You know, all these sorts of things.
• 3:56
  So you can make a tailored pitch to say that OK, Baba, based on
• 4:00
  what you said, now you know, you're 6570 year old man, but
• 4:05
  you still want to enjoy yourself.
• 4:06
  No, no problem. This product can help you enjoy
• 4:08
  yourself. But you take it like this, you
• 4:10
  combine it with this diet, you do this, you do this.
• 4:13
  Based on that, you should be able to achieve XYZ results.
• 4:19
  So if your pitch is tailored to Baba, who is between 65 and 75
• 4:23
  and who still wants to play like he's a young man, you know, now
• 4:27
  that the pitch is tailored and relevant, you stand a greater
• 4:30
  chance. Then if you're talking to the
• 4:31
  40, to the 50 year old man, different pitch.
• 4:34
  If you're talking to the 18 year old person, different pitch,
• 4:38
  different sales pitch. Now, these are the things that
• 4:40
  make your pitches, your proposals, your presentations
• 4:43
  much more effective. So regardless of whatever
• 4:46
  industry that you're involved in, whenever you're having a
• 4:48
  conversation with a potential customer or potential client, we
• 4:52
  need to be trying to figure out who is this guy?
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  Who is this babe? What do they want?
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  What are they on about? What is the problem that they
• 4:59
  have? Are they running away from
• 5:01
  something or are they running towards something?
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  Do I have a product or service that can meet that need?
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  Do I have the inventory to be able to meet that need and to
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  make them happy? So that is the idea.
• 5:12
  Now though, some good stuff that LC did.
• 5:17
  In fact, not just LC people in the, in that particular company
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  that they do that. I'm impressed.
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  You know, they always ask for a customer pin, of course,
• 5:23
  respectfully so that they can use Google Maps to have a look
• 5:27
  at the roofing layout and stuff like that.
• 5:29
  And I think that's really, really interesting, really nice
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  because the other solar people I know actually book an
• 5:34
  appointment and go to the house first, you know, to have a look
• 5:36
  first. But this is also an interesting
• 5:39
  way of getting to see what the person's roofing looks like from
• 5:44
  the top before you come up with a plan.
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  And I also heard, I think people in solar cells in America and
• 5:53
  roofing repairs, yes, roofing repairs in America, they also do
• 5:56
  the same thing. You know, those say, Bros, OK,
• 5:58
  no problem, Drop me a pin. I'll use Google Maps.
• 6:01
  I'll be able to see your house view from the top.
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  You know, you give me some kind ideas, you know, before I show
• 6:06
  up so that I mean, that part is really good.
• 6:10
  And you can see that this one is trying to figure out the extent
• 6:14
  of the problem and whether you can provide a solution.
• 6:18
  Because like I learned people who live in, was it because they
• 6:22
  sent me detached or something? I can't remember.
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  Anyway, those houses where you know, that people who, you know,
• 6:27
  different flats depending on where the flat was built and how
• 6:32
  the flat was built. Let's say somebody lives in the
• 6:34
  middle floor trying to come up with an adequate solar solution,
• 6:38
  you know, where to place the panels might be a problem.
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  So asking questions like this, you know, around their house or
• 6:47
  their housing needs, absolutely really important to try and
• 6:50
  figure out what it is that is going on.
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  Then she also discussed the customer's current setup because
• 6:59
  it turned out that the customer already had solar, so the way
• 7:03
  she took looked at it was OK, are you looking at a brand new
• 7:07
  system? Why are you considering an
• 7:09
  upgrade? It's good to ask these sorts of
• 7:11
  questions because you know, brand new system.
• 7:13
  You can now ask, OK, what's the problem with the old system or
• 7:16
  what is deficient with the old system?
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  Because now you know what kind of solutions you're recommending
• 7:21
  to make sure that the problem they're running away from
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  doesn't happen again. OK, is there an upgrade?
• 7:26
  All right, no problem. Why is this one deficient?
• 7:28
  What's the problem with the back of time?
• 7:29
  I be, The thing is giving only 10 hours a day and you're trying
• 7:32
  to get 24 hours per day, you know, and have all those sorts
• 7:35
  of conversations. Then the fellow brought up in
• 7:38
  the conversation that that side where they live Transformers
• 7:44
  back up like 3 times. And of course sound is normal.
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  Because you guys know when I was living in my old house, you
• 7:49
  know, before I moved here, you know, it was almost every like
• 7:54
  3-4 months. You know, I was telling you guys
• 7:56
  in the podcast, like, you know, it has happened again and
• 7:58
  robbers have come and they have cleared the whole transformer,
• 8:01
  as in they remove everything. Like those guys are brutal.
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  I don't even know how they work. They don't leave one single
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  wire. They just remove everything.
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  And they will now have to report to Nepal.
• 8:12
  Of course, they'll say the official process is that we have
• 8:14
  to requisition, requisition and last anything between 3:00 or
• 8:18
  four months, some places even six months.
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  And then you say you don't want corruption to happen in this
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  country. You know, how can you run
• 8:26
  something like that, something that's necessary as Nepal people
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  have come and cleared the transformer, We're trying to
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  figure out what's going on. We're trying to get this thing
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  replaced. You now come and tell us that
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  somebody should be living with that light for three months at
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  the quickest and then six months.
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  They say corruption shouldn't happen anyway.
• 8:44
  I'm not going to admit on the air, you know what we do to
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  solve these problems when those problems used to occur.
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  But let's just say we had to take matters into our own hands,
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  not only refurbishing the transformer but also security as
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  well, you know, beef up the place by ourselves, flood like
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  the place by ourselves, barbed wire the place, cement the
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  place, padlock the place, everything, the place by
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  ourselves. Something that's supposed to be
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  government responsibility anyway.
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  So basically what I'm just trying to say is this kind of
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  thing is normal in some parts of Abuja.
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  You know, transformer is there. You know what?
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  Transformer don't blow then because the transformer has blow
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  before. It takes three or four days to
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  fix, boys. And how come I just harvest the
• 9:25
  thing like organ transplant? So it happened to the guy like 3
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  times. Then they also live in a area
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  that is prone to lightning. So they've been lightning struck
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  a couple of times. And so LC went straight into
• 9:38
  talking about panels for panels for protection, home protection,
• 9:45
  equipment protection. And that part was good.
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  And I told her, OK, you know what, these guys indicated this
• 9:50
  kind of problem, this company has this sort of solution
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  because it's not all solar companies that has this sort of
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  solution. So it's good that I mentioned
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  it, but I told her, you know, before you went into we have a
• 10:00
  solution to the problem, you should have leaned into the
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  whole thing first. Like lightning your house how
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  many times equipment was destroyed?
• 10:10
  Oh, like what's a deep freezer TV charge?
• 10:14
  Yeah, sorry, Sir. I'm sure buying brand new TV.
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  I'm fixing the whole thing was a problem because the guy was, you
• 10:20
  know, talking. He was flowing and the guy will
• 10:22
  be talking that, yes, OK, Imagine we had to get brand new
• 10:26
  flat screen TV's in the whole room.
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  Each one was 1.8 million, you know, as the person is talking
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  and talking and talking. See, funny thing is, the more
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  you get people to talk, the more rapport you're building.
• 10:36
  And I think that that was the key take away that had for Elsie
• 10:39
  on this call. Like we shouldn't take an order.
• 10:42
  Take care. Mind you, when we're talking to
• 10:44
  people. Hello, what is your order?
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  How can I help you? We can't fulfil your order.
• 10:48
  Are you ready to pay? This is our account details.
• 10:51
  That is too transactional. So remember, because whenever
• 10:55
  people are trying to get, are trying to solve their problems
• 10:59
  in Nigeria, in fact, in the whole world, people are usually
• 11:02
  talking to two or three vendors. You're not the only person that
• 11:04
  they're talking to. So you need a certain way to
• 11:06
  stand out. People should be able to see
• 11:08
  your text message or receive your phone.
• 11:10
  Can be like, oh, is that nice girl that I spoke to last week,
• 11:15
  you know, so I have to be building rapport.
• 11:16
  Tell you, somebody says that, you know, equipment damage
• 11:20
  leaning like, oh, sorry, Sir. Sorry.
• 11:23
  I hope nobody was hurt during the cause.
• 11:25
  The guy mentioned he's a family man.
• 11:26
  I hope nobody was hurt. So no, no, no, nobody was hurt.
• 11:29
  The house is earth, so that's no problem.
• 11:30
  OK, We thank God. So you said some equipment got
• 11:33
  damaged. What exactly got damaged, Sir,
• 11:35
  the deep freezer. I'm sure Madam was really upset
• 11:38
  about that. Now remember the episode where I
• 11:41
  spoke about implication and E pair of questions when you talk
• 11:44
  about the implication of their problems and then what they're
• 11:47
  going to achieve if you solve those problems.
• 11:48
  These are ways that you can lean in to now close the deal later.
• 11:52
  If you're bringing it to the fore, bringing it to front of
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  mind bringing it up now now now in the guys mind as I have this
• 11:59
  conversation that look every single time this problem occurs,
• 12:03
  you damage your deep freezer compressor is 80,000 for the
• 12:06
  deep freezer. You've had to replace 2 TV's,
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  Wi-Fi was not upset, was not happy.
• 12:11
  Food in the freezer. Food in the freezer spoiled.
• 12:17
  You are not able to iron uniforms for your school
• 12:20
  children because the internal panel in the house, if you use
• 12:23
  blow, you know, when you dig into all these things, you know
• 12:27
  the pain like you're making it, you're bringing it to the
• 12:29
  customer's mind. I'm making it very obvious why
• 12:32
  something needs to be done about the solution because sometimes
• 12:36
  the problem happens and people don't realize that it's a big
• 12:39
  deal because I haven't consciously thought about how
• 12:42
  big of a deal it is. So this is also part of the
• 12:44
  process that you need to go through when you're doing
• 12:46
  qualification and discovery. If you'd like to know some more
• 12:49
  about it, when you're list done listening to this episode, just
• 12:53
  Scroll down a bit. Maybe for the last two or three
• 12:54
  weeks. You don't have to scroll to the
• 12:55
  beginning because so far I have over 1200 resources available on
• 13:00
  the podcast. Now that's if you check YouTube.
• 13:03
  So to say you should scroll to the beginning.
• 13:05
  You know, that's that's unnecessary homework, but you'll
• 13:08
  be able to see a podcast episode that has spin in the title that
• 13:12
  is SPIN. Or you can just go to YouTube
• 13:15
  and then just Google, you know, Tavish and my spin and a podcast
• 13:19
  episodes that I've made talking about the spin qualification
• 13:22
  framework will come up. And then apart from that, you'll
• 13:25
  also see other sales trainers who have made episodes, have
• 13:32
  made videos about spin. So it's something that is good
• 13:35
  to to learn about. So you don't just have to be in
• 13:38
  solar sales, whatever sales. And you can always look for
• 13:42
  these kinds of questioning. So I think was good.
• 13:45
  She mentioned protection panels. But I just told her next time
• 13:48
  before you flow in to say I have the solution, when somebody says
• 13:50
  I have the problem, don't just go and say, you know, this is
• 13:54
  the solution. You dig in and say, oh, you have
• 13:56
  a problem. Sorry.
• 13:57
  Oh, how do you think it happened?
• 14:00
  Yeah, was like this was like that.
• 14:02
  Oh, sorry. What happened?
• 14:04
  This happened. That happened, Kai.
• 14:06
  Sorry, Sir. You know, it's like that.
• 14:08
  It normally used to happen to our customer like this, like
• 14:10
  this, like that there from there.
• 14:12
  That's how you now sliding So for our customers, I had this of
• 14:15
  issues. The person that lived in lucky
• 14:16
  this is how we did it. The person that lived sorry 1
• 14:19
  moment yes, I'm just getting all these useless promotional
• 14:25
  messages. So
• 14:37
  sorry. Another one of those messages
• 14:39
  has come through. I'm trying to exit the thing
• 14:41
  from my damn screen. OK, so it's gone after moving
• 14:45
  from the screen. Let me just be sure that this
• 14:47
  audio has not cancelled out. So that's how you slide into the
• 14:51
  solution and say, oh, sorry, Sir, it normally happened to a
• 14:53
  customer like that, blah, blah, blah.
• 14:55
  So there was this guy in Lucky. This is the way they had the
• 14:58
  problem, blah, blah, blah. This is what we did.
• 15:00
  We now did protection panel, industrial class, this that and
• 15:04
  you know, to be able to prevent profanity for these, these,
• 15:06
  these, these, and then for other customers, we did like this, we
• 15:10
  did like this. So Sir, those are three options.
• 15:12
  Any of these three can work. And apart from the cost of the
• 15:16
  solar, this one has an add on. They're not too expensive, they
• 15:19
  can cost anything between 750K to about 350K.
• 15:24
  But either way, they'll protect your home, they'll protect your
• 15:26
  system. And Sam, I hope you wouldn't
• 15:29
  mind us looking at one of these as an add on by the time we
• 15:31
  start talking budget. Are you OK with that, Sir?
• 15:34
  Then you hear what he has to say.
• 15:37
  You know, he was surprised how Nigerians will be thinking in
• 15:39
  their mind like extra 300K700K to say no, no, no, let's only
• 15:43
  talk so like again and no problem.
• 15:45
  By the time the team blew up again, at least, you know, you
• 15:48
  told them before they was to call you to come and fix it
• 15:50
  again. So of course, you've done your
• 15:53
  own bit. You have already educated them.
• 15:56
  And the person says, Oh yeah, sure, we'll have to consider
• 15:59
  that as well. So OK, no problem Sir.
• 16:01
  I'm making a note of that. When we get back to system
• 16:04
  requirements and budgets, I'll bring that up again.
• 16:06
  Would that be OK, Sir? Yes.
• 16:08
  And then the conversation flows. So, you know, by the time you
• 16:11
  add it at the end, it's not going to seem like a price
• 16:15
  gouging or something because the thing has caused problems before
• 16:18
  where for some companies this kind of system is necessary.
• 16:22
  And so you just put it there as best practice.
• 16:23
  But The thing is, you didn't tell the customer because the
• 16:26
  customer is not educated. They'll feel as if you're just
• 16:28
  throwing extra things in just to be increasing the bill anyhow.
• 16:32
  So for some of these, excuse me, highly technical sales, you
• 16:36
  suppose like you should be talking about these things, you
• 16:40
  know, bringing them up, getting feedback, be sure that the
• 16:43
  customer understands and get some soft agreements that at the
• 16:46
  end of the day, this won't be part of the total package at the
• 16:50
  end. So that part was good.
• 16:52
  So the opportunities for improvement now because overall
• 16:56
  was a very productive call, was a good call.
• 17:00
  Let's see. OK, one area I told I was to
• 17:02
  confirm budget because the guy said tank heavy or something.
• 17:06
  See, I'm not technical so I'm just making some of this stuff.
• 17:08
  I mean I'm not like I'm making it up.
• 17:10
  I'm running from memory. So you guys say, you know, tank
• 17:14
  heavy or however many KVA his budget is 5:00 AM, you know, so
• 17:18
  that kind of thing, you have a discussion, you get feedback on
• 17:21
  the budget. So OK, so you said you'd get us
• 17:24
  out their budget or some 5 million and how comes?
• 17:26
  Oh, that's just one of the options that I saw on the
• 17:29
  advertisement or really Sir, because actually, but what you
• 17:32
  said now with the 10 KVA, we'll probably be looking at the
• 17:34
  minimum of XYZ panels. So Sir, even though you have
• 17:38
  selected 5 million for your budget, in all honesty, size
• 17:43
  going to be looking at most likely something between 10
• 17:46
  million and 6,000,000 for a solution that is going to
• 17:50
  protect your home and provide the power that you need.
• 17:54
  Is that an investment you're willing to make?
• 17:55
  And then keep quiet and then you hear because if somebody says
• 17:59
  you know 5 million in your head, you know that is closer to like
• 18:02
  10 AM, you continue to talk. At the end of the day, the
• 18:04
  person will say that's too expensive.
• 18:07
  It's more than I can provide. My neighbor did his own for 4.7,
• 18:11
  my sister did her own for 3.2. You now start hearing all those
• 18:14
  stories. So The thing is front load this
• 18:17
  thing, if there's a story here, the story now don't wait until
• 18:22
  you talk. You build rapport, you same
• 18:24
  proposal. You get emotionally invested
• 18:25
  there. Now start hearing story.
• 18:27
  So gain feedback on that now. So sorry.
• 18:30
  Yeah, you selected this based on some rough mathematics.
• 18:34
  In my head is looking like between this and this, is that a
• 18:36
  problem? Is this OK?
• 18:38
  Is this beyond more than what you're willing to invest?
• 18:41
  Are you OK with this investment? And we have to look for stylish
• 18:45
  ways. You can't have somebody.
• 18:46
  Can you afford this now? Because you know this Nigeria,
• 18:48
  you ask can you afford this now is an insult.
• 18:50
  And of course we don't insult anybody.
• 18:53
  So yeah, that's one thing you could have done better that is
• 18:57
  gaining some feedback on cost then rapport building.
• 19:02
  Like I said, rapport, rapport, rapport.
• 19:05
  You know, too many of us, we take this thing as if our order
• 19:08
  takers. Hello was your was your order.
• 19:12
  How can I help you? You know like how people in Mr.
• 19:15
  Biggs or anti hand jobby or tasty fried chicken.
• 19:18
  Dude, hello. How can I help you?
• 19:19
  How many rice do you want pimpim?
• 19:21
  How many more am I pimpim? How many cook pimpim?
• 19:24
  OK, your total is 15,000. Something something something.
• 19:28
  Are you paying by cash or POS Now that works in order taking
• 19:33
  spaces. So if you work in anti hand
• 19:35
  jobby, that's your job. Good morning Sir.
• 19:38
  Good morning Ma. How can I serve you today?
• 19:40
  You want rice? How many rice?
• 19:42
  You want more and more? How many more?
• 19:43
  Nothing works, but when you're now in a complex sale, you can't
• 19:48
  be talking like that or something that requires a
• 19:50
  certain level of personalization.
• 19:51
  So even as a fashion designer, that can be your attitude.
• 19:54
  Hello. How can I help you?
• 19:55
  What do you want? Peplum.
• 19:56
  Is it red or black? Come, let me measure you.
• 19:59
  OK. Your amount is 75.
• 20:00
  No, we need to look for ways of building rapport with the people
• 20:06
  because in building rapport, we stand out.
• 20:09
  We form an emotional connection. We try and figure out what it is
• 20:11
  that the person is trying to solve.
• 20:13
  Like the mommy that wants peplum, if you talk to her and
• 20:16
  you figure out that she's celebrating her fifty wedding
• 20:20
  anniversary, but she's conscious of her stomach, so she's looking
• 20:23
  for a design that will hide it. That's why she said peplum, you
• 20:26
  know. But if you don't ask, you will
• 20:27
  know. And if you ask because you build
• 20:31
  rapport and now you know, you cannot advise mommy.
• 20:33
  I understand peplum because you know, you want to hide your
• 20:36
  midsection, but actually, mommy, the Browning of peplum is that
• 20:39
  peplum is going to push out. So we now make you look as if,
• 20:43
  you know, emphasize it more. So mommy, let's do it like this.
• 20:46
  Let's look at this option. Let's look at this option.
• 20:48
  So build rapport with people, get along flow with them would
• 20:53
  allow you to ask much more detailed, much more personal
• 20:55
  questions so you can make correct recommendations.
• 20:59
  Because if somebody shows up, you have an order taking
• 21:01
  attitude. And she said, peplum is OK, no
• 21:03
  problem, mommy, we'll give you peplum.
• 21:05
  Come, let me measure you what color red back or blue?
• 21:08
  And then she goes and at the end of the day, she's looking at the
• 21:10
  pictures and she's like, ah, see my stomach.
• 21:13
  She will now think that you the tailor, you the fashion designer
• 21:16
  are a useless person. You, you will defend yourself by
• 21:21
  saying, ah, I designed exactly what she asked for.
• 21:23
  No build rapport with people. It gives you room to ask more
• 21:27
  questions and to make detailed better recommendations at the
• 21:31
  end of the day. So like in this case now when
• 21:34
  the guy was talking about the whole house and everything, when
• 21:36
  they were talking about load capacity, you know how many
• 21:39
  batteries they need and stuff. The guy was like, the AC doesn't
• 21:42
  have to be on all the time because my daughter blah, blah,
• 21:44
  blah. Well, my son, no 1, he wants the
• 21:47
  AC on all the time and LC just continue with the conversation.
• 21:50
  So after that, without no, you build rapport.
• 21:52
  And then we had an interesting conversation after, after that,
• 21:55
  the whole team, because my, I said, that's the part of the
• 21:57
  conversation where you can say something like, yes, it's
• 21:59
  normal. Now that's what you know, you,
• 22:01
  you are daddies now. That's what our daddies have to
• 22:03
  do. So that's what I came up with on
• 22:06
  the fly. Then she won't say no, she was
• 22:09
  another sales person. She will say no, no, no, I can
• 22:11
  never say that. No man is my father.
• 22:13
  No man is my father. I can say something like, well,
• 22:16
  that is the job of your father. I said, OK, no problem.
• 22:19
  But sure, you understand that when somebody drops something
• 22:21
  like this, that the daughter is nice and doesn't waste energy
• 22:24
  and the song waste energy, There's a way you can chip in
• 22:27
  something to build rapport. It doesn't even have to be like,
• 22:31
  you know, this whole thing of that's what daddies are for or
• 22:33
  you are daddies or, you know, you can't even say like how I
• 22:38
  put it, like, ah, congratulations on me.
• 22:41
  I can't wait to get to the level of you are when your children
• 22:44
  are are teenagers. You know, the man will laugh.
• 22:46
  He said, don't worry, that time is coming.
• 22:48
  How many children do you have? So I mean, I only have two.
• 22:51
  How old are they? This and this, you know, and
• 22:52
  then you start building small rapport now say, ah, I remember
• 22:56
  when my children were that age. That's that's the sweet age.
• 22:59
  That's when they still like you and everything.
• 23:01
  But my son, he just locked himself in the room.
• 23:03
  Now just be blowing AC and be playing Fortnite all the time.
• 23:08
  Guy never comes out of his room, blah, blah, blah, blah, blah.
• 23:11
  You know, you talk like that small building of rapport the
• 23:14
  next time you call the guy again.
• 23:17
  So of course, I also told them, let's be frank, it takes a while
• 23:19
  before potential customers will store our number, especially for
• 23:23
  all these high ticket items. So the next time you call the
• 23:27
  number again, even though he didn't store it once, he hear
• 23:30
  your voice, remember, ah, that nice little, that nice lady from
• 23:34
  Lagos that we had a nice conversation about.
• 23:36
  And then you're flowing, you're standing apart from other people
• 23:41
  because you build rapport when I give you maps to be making some
• 23:44
  strong, strong recommendations. So building rapport really,
• 23:48
  really important. That's why I told her and the
• 23:50
  rest of the team, be curious. Whenever somebody drops
• 23:53
  something, be curious. Oh, NEPA, has lightning has
• 23:56
  struck your house before? Ah, yeah.
• 23:58
  Sorry. How many times has it happened?
• 24:00
  Three times already this year, Chai.
• 24:03
  Now how? Sorry.
• 24:04
  So what? How are people going to solve
• 24:06
  that problem? What have you been doing to
• 24:07
  solve the problem? OK, these are the problems I
• 24:09
  caused. The equipment was damaged.
• 24:11
  Be asking Oh my daughter is this da da, da da, my son is this da,
• 24:16
  da, da da. Lean in, be curious, question,
• 24:21
  you know, ask question, compliment, you know, whatever
• 24:24
  sharp, but be curious about every single Nuggets that they
• 24:28
  drop. The more that we get customers
• 24:31
  talking, potential customers talking, the more the
• 24:34
  opportunities that we have for building rapport.
• 24:39
  So yeah, that's it. OK.
• 24:43
  There's one thing she missed though.
• 24:44
  He mentioned that he had a 3.5 KVA, then he had a 5 KVA and
• 24:49
  then he had a 10 KVA. And that's where she now spoke
• 24:52
  about are we doing upgrade on your system?
• 24:54
  But would have been nice to know what's up like, oh Sir, you've
• 24:58
  had three KVA 510. I say yes, over like how many
• 25:02
  year period over the last 10 years?
• 25:04
  OK. So I hope you don't mind my
• 25:05
  asking like, how come were you just doing upgrades or is it
• 25:08
  because of all these other extra issues with the lighting and the
• 25:12
  transformer that maybe you're trying to solve the problem
• 25:14
  here? What he has to say?
• 25:16
  So somebody drops a nugget like that about their history
• 25:19
  regarding your solution, ask you might uncover something that
• 25:24
  might be useful towards the final proposal you're going to
• 25:28
  give. Now make sure that you stop this
• 25:30
  problem once and for all. So that was just it overall was
• 25:33
  a good conversation. Sorry, I couldn't remember more
• 25:35
  of the details because, you know, this was a while ago, this
• 25:40
  was sometime last week. But I just thought there's some
• 25:43
  Nuggets here that could help other people, regardless of your
• 25:47
  profession to learn how to handle customer conversations,
• 25:52
  OK, not customer prospect or contact conversations because a
• 25:55
  customer is somebody who has paid you.
• 25:57
  This guy has not paid yet. Hopefully he'll pay soon.
• 26:00
  So yeah, things I learned about how to handle those sorts of
• 26:03
  conversations. So that's it.
• 26:05
  And that's all for today. Remember, if you'd love to
• 26:07
  connect, you can call, SMS or WhatsApp me on 08064662140.
• 26:13
  Thanks for your time and attention.
• 26:14
  I'll catch you next time. Same place in your headphones or
• 26:17
  in your speakers.