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If you are
reading this article, you are probably one of the salespeople who
are facing this situation. Read on and you'll find some ways to
overcome the inadvertent barriers put in the way of your sales success.
First, consider these points:
1. Are exhibiting companies giving their prospects what they most
need to know to close a sale?
2. Exactly how can exhibit staff help attendees make an informed
choice and act sooner?
3. How many steps do even "warm" buyers take to complete
the sale, from signing to delivery through possible training on
the use of the product?
4. Can exhibitors not only take steps to make buyers happy with
their decisions but also to be heroes among their colleagues so
they will tell others and buy again?
Don't bury the key reason to buy.
After walking through over 100 trade shows prior to speaking to
exhibitors, I've discovered that the exhibitors' message is rarely
the key headline prospective buyers most need to know. That essential
message is the main differentiating benefit between an exhibitor's
product or service and that of the top two or three alternative
vendors, as the prospect most probably views their options.
Instead, exhibits and promotional materials usually give more prominence
to the name of the product and/or the company.
Attendees rarely see or hear about an exhibitor's main
benefit first.
Benefits rarely "jump out" at attendees from the booth
or collateral messages or the staff's explanation. Thus, exhibitors
inadvertently hide their biggest benefit.
In most cases, features (how a product is constructed or its "capacity"
or how it is operated) are still promoted more heavily than benefits
(what the product does for the customer). This is not customer-centered,
thoughtful marketing. The prospect has to do more work to make a
fair comparison.
Exhibitors can offer succinct, specific, and easy-to-follow comparison
sheets that do not insult the competition. One comparison sheet
might "headline" the major benefits. Other back-up sheets
can provide more detailed comparisons. Put a "human face"
on the facts by providing customers' situational examples to illustrate
the benefits.
Plus, staff often attempt to build traffic to their booth with
contests, drawings, or giveaway gadgets that don't relate to their
main, differentiating benefit or even their product, so they don't
get closer to their hottest prospects.
Further, staff's icebreaker comments are often general and not
relevant to the reason to buy ("Having a good time?" "Want
a free..?").
Unfortunately, those who staff an exhibit seldom get to be involved
in the design of their exhibit or promotional materials _- or even
what they wear. They must accept the setting in which they sell,
attempting to engage prospects as they pass with involving comments
that state the main benefits verbally to attendees in a brief, involving
way to pull them in rather than turn them off.
When companies don't make their main benefit easy to see and hear
quickly, attendees must be deeply motivated to look and ask for
the essential information they want.
Credible benefit statements increase the chances for a sale. A
credible brand name then reinforces the reason to buy, not the other
way around. Good benefit statements are vivid and specific examples,
facts, and comparisons. Passersby are in one of three buying modes:
1. Seeking information to buy a certain kind of product for the
first time and trying to select the best product
2. Considering changing vendors if they find a better product
3. "Trolling":
a. not buying now but seeing what is new for future reference
b. or without the budget or need and will never buy
Serious buyers most want to see and hear information regarding:
a. the main reason to buy at all and, if they do buy,
b. the main reason they should buy from you over your closest competitors,
as they see them.
22 Ways to Attract Serious Buyers to Your Exhibit and to
a Sale
1. Draft and memorize a one-to-two-sentence top "differentiating
benefit" statement, relative to your two closest competitors
and without denigrating the competition.
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2. Start with the specific
benefit rather than building up to it with general background, so
the listener will listen sooner and longer. The specific detail
("Product with the fewest parts that need replacement")
proves the general benefit. The general statement ("We are
the people who care") is less credible and less memorable.
3. Multiply attendees' positive exposures to your benefit in everything
you say, display, point at, stand near, or offer.
4. Be able to reduce that benefit to its essence in one vivid phrase,
motto, slogan, or sentence.
5. Make your phrase sufficiently interesting and brief so they
feel they're in charge. They'll be more likely to stay and ask you
enough questions so you can recognize their main interests, level
of knowledge, hot buttons, and decision-making process.
6. Offer "real life" situational examples. Cite relevant
and diverse customers' experiences. Tell them what your customers
actually said.
7. Give no more than three supportive benefits.
8. Express each supportive benefit like a headline, a "billboard
message" of no more than five to eight words.
9. Use everyday, non-jargon, and non-industry-specific language,
even if the attendees might know the jargon.
10. The most credible proof of your benefits are third-party endorsements
of three diverse customers who have little else in common other
than their adoration of your product and their similarity with your
prospect.
11. Display a satisfied client's quotes under each benefit on the
booth and in promotional material -- preferably each in a different
color and type face. When endorsements relate to a specific situation,
change, vivid contrast, or improvement, their words are most credible
and will be most memorable.
12. Yes! Remove all graphics and words and materials in the booth
that do not relate to either the main benefit and (not more than
three) supportive benefits, so attendees will be able to take in
the information within 12-15 seconds, their average pause-to-scan
time in such conditions.
13. Display your main point and supportive points on the booth
above the heads of the booth staff and attendees, so attendees'
views are not blocked.
14. Booth visuals and words should guide attendees' eyes down a
"path" from one message to the next.
15. Avoid opening references to weather, "Having fun?",
freebies, drawings, or other non-benefit-related topics that distract
and dilute your relationship with your prospect.
16. Verbally and visually make a "Conference Offer":
more information; a time-limited or bundled product order price;
consultation; or other vivid benefit to move them closer to a sale.
17. An attendee's attention span is shortened if you wear patterned
or very detailed clothing or accessories (pin, necklace, tie, earrings)
or other busy "body signage," especially on the upper
half of your body.
18. For those who know your product (and you know that they are
familiar with it):
a. Hand the person a gift (preferably one that does not prominently
display your company or product name), while asking them: "May
I give you this small gift for taking the time to answer two questions
for me?"
b. Then ask, "What do you like best about our product or (service)?"
Whatever is said aloud is then believed more deeply by the speaker.
c. Be a complete and supportive listener as they explain. Give
uninterrupted eye contact, nod, or offer other responsive gestures
that are natural for you.
d. When they have finished, ask, "Tell me more about that."
As they elaborate, they move the topic closer to the top of their
minds and they also become more:
- articulate and vivid.
- deeply convinced about the reasons they've stated for liking your
product.
The result? You've moved them closer to being fervent and articulate
fans. They are more likely to talk themselves closer to a sale and
voluntarily tell others why they like your product.
19. When you first meet a prospect, find the quality in them you
can most like and admire and keep it uppermost in your mind as you
talk with them. You are more likely to bring out that aspect of
their personality when they are around you and less likely to react
to their behaviors that irritate or otherwise bother you.
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20. When you stand opposite
someone, you are more likely to literally oppose them. Instead,
"sidle" whenever possible.
Men instinctively "sidle" when together, shaking hands
and then standing more or less side by side. Women instinctively
continue to face each other or a man. When standing side-by-side,
people feel more comfortable with each other, themselves, and their
surroundings. They listen sooner and longer and are more inclined
to agree with each other.
21. Learn to get people to remember what you say, even if they
are not trying to.
Here are three successful ways to "lodge" your message
in their minds:
A. People remember more and feel more intensely -- for good and
for bad -- when they are in motion. Say your main points while you're
turning, shaking hands, demonstrating a product, or pointing to
something, when a part of the booth is in motion, and/or while the
visitor is reaching for something. Here are two guides to the kinds
of motion that are most memorable:
a) Things are most memorable when you're both in motion, next most
memorable when the other person is in motion even if you aren't,
third most memorable when you are in motion, and fourth most memorable
when you are both watching something or someone in motion.
b) The more dimensions of motion involved (up, down, left, right,
forward, and back), the more memorable the experience. Ways to involve
motion to reinforce memory include exhibit demonstrations, staff
gestures and walking, video vignettes, and parts of the exhibit.
B. Relate your benefits to their three "core life experiences":
family (theirs, yours, or a metaphorical family of services or products),
where they work or have worked, or where they live or have lived.
C. a) First refer to one of their currently pressing interests (not
your product).
b) Then refer to how you two share a common interest in the topic.
c) And then to how it relates to you and your product's main benefit.
This method is called the "You-Us-Me" approach. Here's
an example:
A. "I gather you are the expert in... "YOU"
B. and that by discussing this with you... "US"
C. I'll get more ideas about if and how our products can best serve
people in your situation.... "ME"
23. To maintain rapport, use specific, emotion-laden language when
stating the positive, and report the negative neutrally -- "just
the facts."
24. Begin your comments with a direct response to the prospect's
last comment until they feel heard instead of working up to your
response with other background information they might not want to
hear. Characterize your benefits in direct response to:
a. a specific, negative "hot button" or problem they've
expressed, which you can make better or solve, or
b. some strong positive preference the prospect has just expressed.
Closing Tip: Familiarity Breeds Acceptance
Continuously nurture your best prospects, seeding in their
minds your main and vividly stated differentiating benefit and providing
ideas and help at "non-sales" times. Make every aspect
of your behavior, booth, and promotional material repeat, reflect,
and reinforce that benefit before, during, right after the conference,
and later, again to your hottest prospects.
Want to Learn More?
If you'd like a wealth of practical tips on how to design or staff
a trade show exhibit, send an email to Kare@SayItBetter.com
with "Exhibit" in the subject line. When it's ready, you'll
receive an announcement for Kare's new idea-packed e-Book titled:
Handbook for Successful Exhibitors; 300 Practical Tips to Maximize
Your Sales Opportunity at Every Show.
Here are some great books on how to market, sell and serve, use
body language, handle conflict and difficulty, and connect or persuade.
You can order them right now.
Kare Anderson is the founder of the Say It Better
Center, located in Sausalito, CA. She can be reached via email at
kare@sayitbetter.com.
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