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August 2008
Issue: 19

Welcome to this month's Trust Triangle Selling newsletter.
 
In our last two issues we have explored ways to earn trust, a crucial component of Trust Triangle Selling. This month we will address a reader's question regarding trust. Specifically, how can we tell if it has been earned?
 
Let me know what you think,

Dan

 
Ask Dan
It's good to have questions - now ask them! The only poor question is the one never asked. I may be able to feature your question in the next newsletter. Just email me at
[email protected]


Defining Relationships

Q: Dan:  I lead my company's sales team. Your last two issues speak to the importance of building relationships with customers.  I often hear reps tell me they have a great relationship with their customers. I ask, "how do you know that? How do you define that association?" Is there a "relationship test" that can help determine whether a rep has developed an appropriate and professionally trusting connection?

Joe S.  Tampa, FL


A: Joe, you are right on. As you know, the only way to reach the top of the Trust Triangle is to gain the customer's trust.  How do you gain the customer's trust?  By showing the three Cs: Credibility, Concern, and just a bit of Competence. The consequence of demonstrating these three traits with your customer will be trust - confidence on the part of your customer that you have her best interests in mind.

Consider using a "Trust Test" to see whether your customer trusts the rep. Ask this question of your rep: "If you left your job today to join a competitor offering the same product or service would your customer follow you?" A willingness to follow the rep regardless of his corporate affiliation is the ultimate demonstration of genuine trust.

Here are the top ten questions which are indicators important to the Trust Test:

1.    Do your customers routinely take your call or return your calls promptly?

2.    Do you enjoy a friendly and cooperative relationship with the customers' administrators?

3.    Do you know your customers' biggest challenges, personally and professionally?

4.    Do you know your customers' top three business priorities this fiscal year?

5.    Are you aware of the difficult circumstances and trends facing your customers' industry?

6.    Do you know who their top five clients are?

7.    Do you understand the needs of those top five clients?

8.    Do your customers consider you a true problem solver or a problem avoider?

9.    Do you frequently bring helpful best practices to the attention of your customers?

10.  Do you exchange new business with one another?

When considering the answers to these questions, you may also question whether your rep is invoking what I call the Modified Golden Rule of Selling. That is, as a starting point, treat customers the way you would like to be treated. Then follow my Modified Golden Rule: Treat customers the way they would like to be treated.  The only way to understand how they would like to be treated is to really understand their world.

Good Luck, and Close 'Em!

Dan Adams, Adams and Associates

 

For more information on Dan's new book go here


Building Trust, Growing Sales
How to Master Complex, High End Sales Using The Principles of
Trust Triangle Selling™

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Daniel Adams
Adams and Associates
532 Walker Road
Hinsdale, IL 60521
630-215-5090

Email: [email protected]

Web:  www.trusttriangleselling.com


Copyright � 2007, 2008 Adams & Associates. All rights reserved. Reproduction in whole or in part in any form or medium without express written permission of Adams & Associates is prohibited and strictly enforced.
FOR INSPIRATION:


  "To reach a port, we must sail.
Sail, not tie at anchor.
Sail, not drift."

Franklin  Roosevelt

 
 
 
 
 




"If a man does his best, what else is there?"

George Patton



 
 
 
 
 
 




"It's amazing what you can accomplish when you don't care who gets the credit."

Harry S. Truman









 









"Whether you think you can or think you can't, you are right."

Henry Ford
 

 

 
 

 




 


















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