1.	Reach Out And Touch Someone Posted 01/21/10
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Reach Out And Touch Someone

by Christine Hamilton, CMP, CSP

Posted 01/21/10

An article about handshakes may seem a bit simple compared to the complexities of our current economic state. However, my experience in the home building business reveals that all too often many sales people do not get up to greet customers, let alone shake their hand. As both a sales person and the VP of Sales, I shopped the competition. I would not just drop in and grab a price list on my way back to the office after a Monday morning sales meeting. I would shop the competition on my days off. I dressed in casual clothes, jeans, t-shirt and comfortable shoes. Incognito, I would hide behind sunglasses and conduct my reconnaissance shopping. The scary thing is more often than not, the sales person did not greet me at the door. Even if I was greeted in the sales office, often times the sales person did not extend their hand to me. This is a problem and it could be costing you, the sales person, and the company big bucks in lost sales!

Establishing a Human Connection

The power and value of a handshake is in the touch. Touching someone is crucial to establishing a human connection. By starting your greeting with a warm, sincere and professional handshake, the customer is much more likely to be open to sharing their needs, wants, desires and current living situation with you. The exchange of contact through the touch of a hand can help put the customer at ease. If they are at ease they will allow themselves to be transparent with you. Couple a warm handshake with eye-contact and the customer can assess how trustworthy you and your company are, get an introduction to your reliability and professionalism and, most importantly, determine if you are sincere or just out to make a sale.

It is said that purchasing a home can be one of the most stressful situations in life. A simple handshake can assist in relieving that pressure for the customer in what otherwise may be a stressful situation. If the sales person skips this potentially invaluable step, the prospect may not feel comfortable sharing information, and chances of advancing the sale are off. There is something magical in the exchange of energy that takes place in a sale, and a handshake can be the most tangible, direct way to cultivating that exchange.

Shake the Woman’s Hand Too!

And don’t just shake his hand—you had better to be sure to shake her hand too! This may seem like a no-brainer, but you want to make sure not to alienate anyone inadvertently. When it comes to the purchase of home, women make or powerfully influence a large number of the buying decisions. So please extend your hand to the woman and give her the courtesy, respect and attentiveness that she deserves.

It’s More Than a Gesture

The initial handshake sets the tone for the interpersonal communication. It makes us feel secure because touch provides us with a sense of comfort, trust and connection with another human being. A touch shields us from worry because it can establish confidence in the sales professional. Buying a home is typically emotional, not intellectual, for the home buyer. Touch conveys the emotions of love, acceptance, respect and understanding. It is an important gesture that drastically increases your chances of closing a sale by directly taping into important emotions. Even if a customer chooses not to shake your hand, making the effort to extend your hand still sends a message.

A Two-Way Exchange of Information

Additionally, as the sales professional, you also get a lot out of initiating conversation by shaking the customer’s hand because the exchange of energy is two-way. Just as they get a sense for your character and intentions, you likewise instantly get a feeling for their personality type. If the person has a very firm grip, chances are they are a driver, controller or bullish type. A wobbly, excited handshake may reveal that they nervous. Soft and flimsy hands may indicate that they are more friendly, supportive or lambish. A curt, formal shake may indicate an analytical or owlish personality type. So even starting with something as seemingly innocuous as touching someone hand-to-hand can give you immediate insight into how you should proceed with your greeting, needs assessment, presentation and closing style.

Both Sales Person and Customer are Human Receptors

Additionally, just as you will be more receptive of the personality type of your customer, likewise they will be more receptive to what you have to say. As the saying goes: “I don’t care what you know until I know how much you care.” Show them you care by offering your hand 100 percent of the time.

Shake Their Hand Every Time, Without Fail

I asked one of my top sales professionals if she greeted every prospect with a hand shake, and she admitted that she did not. That is honest! Sales professionals, ask yourselves honestly: do you get up to greet every prospect? Do you shake their hand always, every time, without fail? I cannot over-emphasize the importance of greeting the customer with a handshake always, every time, without fail! First, you owe it to the company to take every opportunity to bring in a new customer – that’s what they pay you to do. Moreover, you owe it to yourself because establishing a connection with the customer increases your chances of closing a sale (and being compensated).

You never know who may show up at your sales office—a competitor, potential employer or better yet, a serious homebuyer who needs to feel a connection with you before they will risk saying “Yes” to a sale. It is the initial connection that distinguishes average sales people from sales professionals and losers from winners. Here’s to a 100 percent Handshake Day! Go ahead Reach Out and Touch Someone and watch your closing ratio increase.

Christine Hamilton is the Past Vice President of Sales for Beazer Homes Northern California (BZH:NYSE). She is a three-time winner of MAME Salesperson of the Year 1997-99 and won Rookie of the Year her first year in the business. Hamilton was awarded the 2000 NAHB Silver Award for Salesperson of the Year California/Nevada regions and in 2001 won the NAHB Gold Award for NATIONAL BEST SALESPERSON OF THE YEAR. She is a Certified Sales and Marketing Professional (CSP, CMP) and has 27 years sales and marketing experience. Now an International Speaker, Sales Trainer, Sales Coach and Author. Christine Hamilton is the authoring the book Sh*t HOTTT Sales – A Guide to EXCEPTIONAL Sales(wo)manship. To pre-order, view video clips, schedule a training event or for a free consultation, click here or CALL NOW toll free (877) 630-5525.-5525.