Video Mystery Shopping: What was your name again?
On the Video Mystery Shopping scoring sheet, there is a question that reads: “Did the SA use the prospect’s name more than twice during the visit?” Now, initially you might be thinking, “That is a silly question to ask! Of COURSE the SA used the prospect’s name AT LEAST twice during the sales presentation!” Well my friends, you would be surprised!
In about 75% of ALL the video mystery shops we review, the SA DOES NOT use the prospect’s name more than twice….in fact in most of the video shops the SA doesn’t even use the prospect’s name once!
How can this be? I have asked SA’s countless times why they don’t use their prospect’s names, and the first response I normally get is ‘Oh, I am HORRIBLE at remembering names! And then I am too embarrassed to ask them again what their name is.”
OK, I get that. But, let me ask you this….can you honestly tell me that you would be comfortable asking someone to purchase a $500K home without even knowing what their name is? I can just picture it now ‘Hey, what’s your face, do you want to move forward in the purchase of this home?’
If you are not good at remembering names, here are a few suggestions for you that will help.
- During the sales presentation, carry a clipboard with you. Write the prospect’s name BIG AND BOLD on a sheet of paper that is on the clipboard. This way you can easily glance down and see it.
- Try using the prospect’s name a minimum of 3 -5 times during the first 20 minutes of the presentation. For example, “Sarah, tell me what’s important to you in your new home?” , “Have you ever built a new home before, Sarah?’
- If your prospect has an unusual or hard to pronounce name, ask them to say it for you. This can be done by simply saying “You have such a unique and beautiful name, would you mind repeating it again for me?”
- Use an Alliteration Memory tactic. For example, if your prospect’s name is Sam, notice something about him that also begins with an S. Sam is wearing sunglasses. Sunglass Sam. This may sound silly but it really works!
The bottom line, do whatever you need to do to remember your prospect’s name and USE IT.