What does Affability have to do with Sales?
The final element of the right sales attitude is Affability the “A” in OPERA. Affability is not just about being pleasant and courteous. In fact, being conventionally polite can even get in the way of the real communication that springs from genuine affability. Most people can be outwardly friendly some of the time, to some people. However, the affable person cultivates an open-minded attitude to new contacts; from the start, there is warmth in the relationship.
Affable people make few assumptions about others, and like to find out what really makes people tick. They place others, not themselves, at the center of the discussion. They’re not just friendly, they’re helpful.
Customers love affable people because they see that they care and are genuine in their intentions. Customers love to talk, and affable salespeople want customers to do most of the talking. They want the customers to be on center stage. An affable person stays attentive towards the customer, maintains great eye contact, and asks pertinent questions at the right time. It’s not about the salesperson’s products or services, but the key issues for the customer. Affable salespeople want more than anything else to please customers.
When it comes to understanding a customer’s needs and preferences, affable salespeople do it faster, more accurately, and in greater depth. Affable salespeople can relate to the customer, seeing the issues through the customer’s eyes and not just their own.
The source of affabilty is a genuine interest in other people, and a real desire to be of help. This is one of the best ways to build long-lasting customer relationships. Affable salespeople are not only with their customers when times are good, but also when times are bad. They value each and every relationship they have built.
As with each OPERA attribute, balance is essential. Not everyone can be affable all the time, and the need to be generally affable should not prevent candor with your customer when it’s needed. You don’t need to hide your true opinions and feelings. Customers respect the opinions of those who truly care and have their best interests in mind.
Affability can be the deciding factor in nudging the customer to a decision in your direction.