We’ve all been there. Someone dismisses something you love – be it a TV show, a product, or an idea, and your first instinct is to defend it passionately.
Take LOST, for instance. If someone tells me they didn’t like it or “they were always dead,” my gut reaction is to dive into a 30-minute dissertation on why it’s one of the greatest shows ever made. But here’s the catch: When you launch into defense mode, you’re essentially saying, “I’m right, and you’re wrong.” The result? The other person becomes even more firmly rooted in their stance.
Credit unions face this challenge when introducing products or services to their members and prospects. The instinct is to convince – to push harder, to present more data, to make our case. But when we’re convincing, we’re often fighting against our prospects desire for choice and control.
And when you truly think about it, having choice and control is key to happiness.
Shifting from Convincing to Curiosity
To truly connect with people, the skill to develop isn’t persuasion – it’s curiosity. It’s the ability to detach from the outcome and focus instead on understanding. When we stop trying to change someone’s mind and start exploring what they care about, conversations shift from confrontational to collaborative.
Instead of saying, “Here’s why you need this credit card,” ask, “What’s most important to you?” Swap, “This checking account is the best for your needs,” with, “What’s been your experience with checking accounts so far?” These questions invite dialogue and respect the other person’s autonomy.
Why Curiosity Wins
Curiosity acknowledges that the other person has agency. It says, “I trust you to make the best decision for yourself, and I’d like to help you discover what that might be.” This approach creates a safe space for genuine conversation, where both parties can explore solutions together.
- Ask Open-Ended Questions: These encourage dialogue and help uncover the consumer’s true needs and concerns.
- Pause Before Responding: Give yourself a moment to consider what they’re really saying instead of jumping to a rebuttal.
- Let Go of “Winning”: Focus on the relationship rather than the immediate sale.
- Embrace Empathy: Reflect their concerns back to them to show understanding: “It sounds like flexibility is really important to you.”
When you shift from convincing to curious, you stop pushing and start guiding. People feel heard, understood, and respected. So, the next time you’re in a conversation about all the benefits of your auto loan – or how no show since LOST has even managed to light the torch, let alone carry it – try swapping “let me convince you” for “let me understand you.” You might just find that curiosity, not persuasion, is the ultimate sales superpower.
Transform Your Sales Team with Curiosity-Driven Conversations
Ready to elevate your team’s approach to sales? Book us for engaging, results-focused staff training. Your credit union staff will learn actionable techniques to build trust, foster meaningful member relationships, and achieve better outcomes – all while respecting the autonomy of your members. Let’s work together to turn curiosity into your team’s ultimate sales superpower. Contact us today to schedule your training!
As Vice President of Brand Experience for Your Marketing Co., Frank Allgood works with credit unions to develop strong leaders, create effective training programs, and build powerful brands. Want to connect? Call 864.326.8740 or email [email protected].
