Alright, let’s talk about a movie that, while a rom-com at its heart, holds some surprisingly relevant lessons for those of us in the merchant services game: What Women Want, starring Mel Gibson.
Now, before you roll your eyes thinking this is about romancing clients, stick with me. It’s about something far more valuable: understanding them.
Unlock the Vault: What Women Want Can Teach Sales Pros:
Remember Nick Marshall (Gibson)? The charmingly arrogant ad executive who suddenly gains the ability to hear women’s thoughts after a bizarre bathtub incident? While we’re not expecting any of you to fall victim to rogue hair dryers, the core premise of the movie offers a potent fantasy for any salesperson: direct access to your clients’ inner thoughts.
Think about it. How many times have you walked out of a meeting wondering what your prospect really thought?
Did they have unaddressed concerns?
Were they truly sold on your solution, or just being polite?
This is where What Women Want, in its fantastical way, shines a light on a crucial aspect of successful sales: empathy and active listening.
Beyond the Surface: Hearing What’s Not Being Said
Nick’s newfound ability forces him to move beyond his own assumptions and truly understand the needs, desires, and hesitations of the women around him – both professionally and personally. For a merchant services salesperson, this translates to:
* Uncovering Hidden Pain Points: Your clients might say they’re happy with their current processor, but are they secretly frustrated by high fees or poor customer support? Dig deeper. Ask open-ended questions and truly listen to the nuances in their responses.
* Addressing Unspoken Objections: Sometimes, the biggest roadblocks aren’t explicitly stated. Pay attention to body language, hesitations, and vague concerns. Try to gently draw out these underlying objections and address them proactively.
* Tailoring Solutions with Precision: Knowing what a client truly values allows you to craft a solution that resonates with their specific business needs. Instead of a generic pitch, you can highlight the features and benefits that directly address their priorities.
* Building Stronger Relationships: When clients feel truly understood, trust blossoms. This leads to stronger, longer-lasting relationships, which are the bedrock of a successful merchant services career.
From Accidental Telepath to Intentional Listener
We don’t need a supernatural accident to gain this insight. We can cultivate it through:
* Asking Powerful Questions: Move beyond surface-level inquiries. Ask “why” questions, explore their challenges, and understand their long-term goals.
* Practicing Active Listening: This means truly focusing on what your client is saying, both verbally and nonverbally. Put away your phone, make eye contact, and resist the urge to interrupt. Summarize their points to ensure you’ve understood correctly.
* Empathy and Perspective-Taking: Try to put yourself in your client’s shoes. Understand their daily pressures, their business objectives, and the risks they face.
* Continuous Learning: Stay updated on industry trends and your clients’ specific sectors. The more you know about their world, the better equipped you are to understand their needs.
The Takeaway: It’s About Understanding, Not Mind-Reading
What Women Want is a fun, albeit fantastical, reminder that truly understanding your clients is a superpower in itself. While we can’t actually hear their thoughts, by honing our listening skills, practicing empathy, and asking insightful questions, we can get pretty darn close. And in the competitive world of merchant services, that kind of understanding can be the key to unlocking deals and building lasting success.
So, the next time you find yourself heading into a client meeting, channel your inner (and decidedly less intrusive) Nick Marshall. Focus intently on truly hearing what they’re communicating – both verbally and nonverbally. You might be surprised by the wealth of information you uncover.
Happy Selling,
David
Payment Lynx Daily 