How to Handle Tough Customers with Persuasion Techniques

November 1, 2011 By Leave a Comment

Persuasion techniques are valid everywhere.  Everyone needs strategies for how to handle tough customers, such as persuasion techniques. With persuasion techniques by Michael Lee, author of "How to be an Expert Persuader" (persuasion techniques) you get the chance to turn that "less than cooperative: client who may be already escalating his or her anger,  into a warm, friendly, happy client again. How? You are wondering. It' s not as hard as you think to know how to handle tough customers with persuasion techniques. 

Persuasion Techniques

"Persuasion techniques are essential to apply in the field of sales and marketing, as dealingwith an irrational customer is one of the toughest situations you can tackle. How do youexactly alleviate the fury of a buyer who is livid because of something you, the service or product, or your company failed to perform? This is where influence and persuasiontechniques may come in handy.Because the field of sales is not a walk in the park, there will be times when you will beshouted at, and even hurled harsh words by clients who are not satisfied."

"Don't bealarmed. This is a normal situation. And being so, there are ways to rise above them sothat you don't break down, too.First, find out what the client is angry about. Is he complaining about your service? Is heunclear about certain points in the agreement or the product? Did the problem come fromyou or did it spring out of his frustration over something he misunderstood? What are his sentiments exactly?"

"You can find this out by being calm with the client, no matter how irritable he is. Askpolitely what the problem is and request that he explain it to you. Don't interrupt and try todefend yourself or correct him while he explains. Wait for him to finish and then enumerateall your responses to his problems.Often, the customer does not really want to know exactly what you are doing to rectify thesituation, only that you tell him that steps are being undertaken to correct it, and when precisely this is expected to be solved."

"One thing clients hate most is continuously waiting for solutions that are not certain to happen.When you have figured out what he needs, level with him. Building rapport with your clientis one of the best ways to get into a straight conversation with him without the flare-ups.This means adopting his current mood. If he is angry, let him know that you understand hisfeelings. If he is frustrated, empathize. Clients appreciate people who they know feel their pain. When you have succeeded in this, you can expect to have a much calmer discussion right after."

Using Persuasion Techniques

I just had this exact thing happen to me recently and it actually took place through emails so I was simply using written words (and persuasion techniques) to communicate which made the whole situation more challenging or easier I'm not sure.  In the end my calm reactions to his outbursts kept us moving forward and I was able to persuade him to see things differently and he apologized for reacting so rudely. Knowing how to handle tough customers with persuasion techniques can be very useful.


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    Persuasion More Effective When You Use the “Unexpected” Message

    October 28, 2011 By Leave a Comment

    Persuasion is more effective when you use the "unexpected message" and back it up with strong arguments. Why? People will listen and pay more attention to your message if you had and unexpected element to it. The problem is if you don't deliver something worthwhile the persuasion is lost. Swaycraft Persuasion Techniques discusses the surprise element for effective persuasion.

    Persuasion Research

    "In consumer research at least, experts can be more persuasive when they express uncertainty. Uncertainty works here because it is unexpected: we expect experts to be certain about their position because of their specialized knowledge and training."

    "Many authors suggest unexpectedness as one of the persuasion cornerstones. For example, Heath brothers make unexpectedness second element in their SUCCESs formula. (SUCCESs stands for Simple, Unexpected, Concrete, Credible, Emotional, Story – see their bestselling Made to Stick)."

    "Overall, this is solid advice. But it can also backfire."

    "Research indeed shows that in general unexpectedness boosts persuasion. The reason: unexpected message surprises your audience; they pay more attention; the more attention they pay the more likely it is that the message will sway them."

    "In essence, people are more likely to meditate on your message if it surprises them.

    "But here is a critical requirement: your message must be supported by strong arguments. If not, your message will be ineffective or will even backfire because your audience will be more likely to spot any flaws."

    Sources:

    • Richard E. Petty, John T. Cacioppo, Rachel Goldman, “Personal Involvement as a Determinant of Argument-Based Persuasion,” Journal of Personality and Social Psychology, Vol. 41, 847-55 (1981).
    • Richard E. Petty and John T. Cacioppo, Communication and Persuasion: Central and Peripheral Routes to Persuasion (1986)

    Unexpected Persuasion

    I know this works with children, I used to watch my kids' pre-school teacher do this all the time. She was always prepared with a silly song or an unexpected detail, and it held the interest of most of the kids while she taught what she needed to. It's works in advertising and relationships and business, persuasion is more effective when you use the unexpected message. 
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      Attorneys Use the Art of Persuasion All the Time

      October 25, 2011 By Leave a Comment

      Persuasion is used by attorneys all the time in depositions and trials. In depositions they want to get the person giving the answers to respond the way the attorney wants them to so they can make a stronger case. From the moment they enter the courtroom they are trying to persuade the jury to agree with their version of what happened. The VVDailyPress based in Victorville Ca. reports that this requires a lot of skill and experience which Supervising Deputy District Attorney Britt Imes definitely has and he lectures other attorneys on his persuasion techniques.

      Persuasion In The Court Room

      "He said trial is a process — starting with jury selection, then making an opening statement to summarize the case, presenting witnesses and physical evidence, and concluding with a closing argument to explain why jurors should find the defendant guilty."

      “You don’t win or lose a case in the closing argument,” Imes said. Whether it’s a speech or a trial, “it’s how you build a persuasive case as a whole,” he said.

      "Just as lawyers can’t win a case with just oratory skills, persuasive presentations need more than dazzling words. They need evidence to prove the point. But usually in trial, the evidence comes in bits and pieces and it’s up to the attorneys to put them together so they make sense to the jurors."

      “There are things that are important and there are things that are not,” Imes said. “Where our oratory skills become important is how we weave these ingredients together. To effectively communicate ideas, Imes suggests a few things."

      "He said humor makes audiences receptive to what he says. Although he doesn’t tell jokes to jurors during a murder trial, he focuses on making them smile in jury selection."

      "He is a big believer in using visual aids to reinforce his speech. Many prosecutors now rely on PowerPoint slides in closing arguments to explain abstract legal concepts."

      "Imes also encourages people to use metaphors and analogies in presentations. To explain the idea of circumstantial evidence to his jury, Imes tells the following story: You find an open jar with the last cookie gone. You look around and find your two kids, one with crumbs on the face."

      “Every time you use that example, I always see that nod in the crowd because every parent has experienced that,” he said.

      "But Imes’ biggest strength seems to come from his passion and faith in what he does, making him appear assertive, confident and genuine.

      “He shows exactly the way things are. He’s not there to sell snake oil,” fellow prosecutor Robert Brown said. “Our goal is to seek justice, not to dazzle jurors with words. … He absolutely believes in what he does. To me that’s the most effective way to be persuasive.”

      Using Persuasion In Your Own Life

      I hope this article on persausion demonstrates how covert hypnosis and persuasion techniques can be useful in your own life, even if you are not a fancy attorney. You can begin learning covert hypnosis and persuasion today and just like attorneys, use the art of persuasion all the time. 

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        Covert Hypnosis is Only One Form of Persuasion

        October 24, 2011 By Leave a Comment

        Persuasion comes in many forms, such as covert hypnosis. There are many ways to use the sound of your voice, body language, specific words,  touch, and appearance as persuasion for others to follow your thinking and do what you suggest. The art and science (and it is both) of persuasion calls upon many skills and resources. The article featured today found on ehow.com (persuasion) shows that covert hypnosis is only one form of persuasion that you can learn to bring more confidence and success to your life and to the lives of others.

         

        Persuasion: Getting Someone to Agree With You

        "Being able to be persuasive is a skill that is important in the working world and can help you in your personal relationships as well. Persuasiveness is the ability to make someone else agree with what you are saying, whether they are agreeing that a certain product is a good investment or they are agreeing with a personal belief you have."

        "The famous Greek philosopher Aristotle said there are three things you must use to be persuasive: ethos, pathos and logos. Ethos uses trust to convince someone, pathos appeals to a person’s emotions, and logos uses evidence and logic as a means to persuade someone."

        Verbal Techniques

        "When you are trying to persuade someone of something, you must talk to them to get them to see your point. There are many verbal techniques you can use to make your point of view seem right and appealing. For instance, using big words makes you seem knowledgeable and therefore right. Other verbal techniques include using a loud, convincing voice, repeating certain phrases or words, interrupting the other person and making sure you get the last word."

        Physical Techniques

        "Although you can’t use physical action to make someone listen to your point, you can use subtle physical techniques to persuade someone. For example, standing on a podium when delivering a message makes you seem tall and authoritative, and people are more apt to be persuaded by your words. Other physical techniques include using wide hand gestures or looking people directly in the eyes to establish trust."

        Combination Techniques

        "The most effective way to persuade your audience is to use a combination of verbal and physical techniques. The next time you watch a powerful figure deliver a speech, notice how they combine physical gestures along with words to really get their point across. When you are trying to convince someone of your point, use an authoritative tone and convincing words and look them in the eye as you talk."

        Other Techniques

        "Although verbal and physical techniques are the main techniques people use to be persuasive, there are other factors that play into how persuasive you are. Another way to be persuasive is using your personal appearance. Someone who is dressed in a suit and tie is more persuasive than someone in casual clothes because his appearance makes him look more credible. Your general stubbornness is also an attribute in being persuasive because if you refuse to give up, you are more likely to succeed in persuading someone of something."

        Persuasion Over Time

        Persuasion isn't an "all or nothing" endeavor either, it sometimes comes in stages and sometimes people will agree with you on one subject but not on another. The article mentions that your level of determination can be a factor as well as your confidence in yourself, this is very true. If you try a persuasion technique and it doesn't work right away don't lose confidence, project it! You'll notice the difference in others reactions to you immediately and because covert hypnosis is only one form of persuasion, make sure you are aware of and integrating all possible and appropriate persuasion techniques for your purpose.

        Have you begun using covert hypnosis or persuasion techniques? What is holding you back from persuasion?

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          Covert Hypnosis Becomes a Tool For Successful Women

          October 18, 2011 By Leave a Comment

          Covert Hypnosis Is Powerful

          Covert hypnosis becomes a tool for successful women in the right hands like the author of a new book called Persuasion, Arlene Dickinson wants women to know that they are in control of their lives and they can also be more in control of the people around them. The first part of the interview with Arlene appearing in the Huff Post (covert hypnosis/persuasion) out of Canada explores how and why Arlene became an entrepreneur and then she goes on to discuss how the art of persuasion has helped her in her life to get what she wants and needs. Arlene is an example of how covert hypnosis becomes a tool for successful women. 

          "By the time Arlene Dickinson was 30, she was divorced with four kids, had no savings and a high school diploma. Today, she's one of the country's most influential entrepreneurial leaders. Here's how the Dragons' Den co-star and CEO of Venture Communications used the art of persuasion to achieve success (and how you can, too)."

          How has persuasion helped you?

          "It's helped me significantly. You can't do anything on your own. At the end of the day, you do need support and need somebody to take a leap of fate with you. Sometimes, because you have a vision, it doesn't mean you're going to get anything done. For me, persuasion has helped me to get people to follow my vision, to believe in me and my efforts. It's been a critical part of my life."

          What tips do you have for women who want to get ahead in business?

          "To try to not play the feminist role. I always say I'm not a woman in business, but I'm a person in business who happens to be a woman. Emotion is not a dirty word. Instead of making excuses or trying to quell the emotional capacity we have, we should be embracing it and utilizing it in a positive manner and not making excuses for who we are."

          "Everybody shows emotion in some way and the truth of the matter is nobody will ever do anything for you in business unless they're emotionally connected to you — and women do that better than anyone."

          What is your advice for the younger generation of women interested in business?

          "They have to be confident and be able to illustrate why they deserve a place at the boardroom table. Women fought that fight 50 years ago to get into the workforce and for equality — now we need to show up and bring value to the boardroom table.

          I think young women in particular need to realize their career will likely take a different path than men's will, they have to embrace that too. They might have kids, they might get married or move cities; those are things most women deal with and not men."

          Covert Hypnosis To Even The Playing Field

          The business world is the place women need every advantage they can get. Even with the changes in recent decades for women in business there is still a basic inequality that remains a problem women need to overcome. Covert hypnosis becomes a powerful tool to for successful women to use at meetings and gatherings when you need to make a lasting impression or convey extreme confidence in your proposal or presentation.

          Learn more about how to covert hypnosis can benefit you. Add your comments or questions below

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