Do you talk or do you listen?
Silence is Golden. Especially throughout your entire presentation of your art to potential collectors.
When we feel compelled to break into the silence, it is often the result of us feeling anxious, impatient, or just plain uncomfortable in a sales situation. We take comfort in believing that the more we talk about ourselves, the more trust we are building. We think they are getting to know us and therefore they will be more likely to like us and buy from us. This is not true.
Add to that the “distraction” factor of chit-chatting and this is a double whammy.
There are key times that many of us will excitedly, nervously, and overtly “talk over the moment” or talk “past the sale”:
- If someone is browsing your collection, they need time to soak in what they are seeing. Give them a few hints about what they are looking at (as needed), but let them browse. If they have questions, they will ask. Non-essential chattering will only distract or dilute their ability to experience the nuances of your art. They can’t visualize the rooms in their house or the clothes in their closet if they are talking about the weather with you while looking through your collection.
- When someone is sharing their story, ideas, or concerns, you need to listen. You should not be looking for YOUR chance to reply or formulating a response. Listen to them.
- To make sure you are showing you have listened count to two before you reply.
- When you have recommended a purchase, you must wait for a reply. You must avoid interrupting them with ANY other thoughts at such a critical time. “Would you like me to ship” must enter their ears, then brain, then their heart and that takes time. Sometimes the question will ricochet between their head and heart for several seconds. Let them FEEL that question. Let them answer that question. Stay Silent.
Allow silence.
It’s never really your turn to talk.
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Nice, Sheri! I see you are being “silent”! LOL! Thanks for the “comment”….!
Hi Mckenna,
Thanks for this good advice. Artists do need to give people time and space to appreciate what they’ve made. But I find the silence part really difficult in my studio when there’s no one else except me and the customer. What should I be doing whilst it’s silent? If I carry on working it might seem that I’m ignoring them or I’m unavailable for questions. If I just watch them we both feel awkward!
Aloha Rebecca! What a GREAT question! Yes, you are the perfect example of a “deafening” silence! If you have any idea that someone in about to enter that is a good time to stand up and start dusting! You can stop to do your normal greeting and then go back to dusting. Being around them, but not “with” them doing any kind of activity gives them the space they need. I often will grab a clip board and “do some inventory checking” or I will rearrange something in my display. You can also just stand by your work and pay “half attention” to it and them without actually sitting back down or picking up tools.
THEY know you are there (and they know you are hoping for a sale – this is NOT a secret, right?) and they know the “dance” began the minute they entered, but there is no reason for you to feel uncomfortable. If you are paying attention in a “I stand ready to answer your questions” kind of way, that translates to them as you caring about them.
When they have looked for a while – and way before they have that “ready to depart” look, you can say something (use your worksheets in the E’s of Selling Art System) to further the engagement, like: Have you seen original etchings in a studio setting before?
Or let’s say they actually are focusing on a piece that you know you have only one or two examples still available. What would you say? Think! If you thought, “That’s almost sold out. I have X# left. I will miss having that piece for sale. Do you have a space for a piece with this mood and tones?” then you get an A+ – or whatever grades work in the United Kingdom ‘-)
Last thought: Since this is your studio, you know to resist the “tour guide” presentation. Keep the focus on the art for sale and minimize the process.
Does that help? BTW – for anyone who wonders, Rebecca is an AMAZING original printmaker. Hold onto your wallets as you visit her site: http://www.rebecca-vincent.co.uk
Hi again Mckenna,
Thanks for that really detailed and helpful reply – it’s almost a whole blog post! I think I get it and I’ve maybe done something a bit like that from time to time – a standing up, low concentration type activity. I maybe need to have something in mind at the start of the day that I can turn to at a moment’s notice instead of the real work which takes a lot of concentration. I’m often on my computer but I stop typing when someone comes in as it would seem too absorbed to carry on with it.
By “tour guide presentation” do you mean giving a standardized introduction to myself and the processes I use? Since I’ve read your guide (several times) I’ve really cut back on what I say about myself and my techniques and try to get them to do the talking. It’s actually much more rewarding!
Thanks for sharing my (improved but still some way to go) website.
I am not very “silent” on this subject! It’s really hard for me to keep to this one-minute read format.LOL.
and wow…Your website is way “mo bettah” as we say on Maui, Rebecca. You clearly paid great attention to my suggestions. It’s much more of a site that people can “feel” the work first and then be guided to purchase. NICE job! (artists: take note!)
And yes – it’s common for someone in your position, surrounded by your copper plates, your press, your tools… to just talk about process. YES: Let them ask about process! They then are asking about what is interesting to THEM. And you never need worry that you are losing their interest. They (we all) are always interested in ourselves first. I am sending you a PM – I just had a GREAT thought that I want to share directly. Look for an email soon.
Rebecca,
Sometimes I will step out of the studio and tell them I will be right back. Not sure that’s a good idea but it gives them some quiet time without me hovering.
Hi Nadia,
Thanks for your suggestion. I have resorted to going to the toilet when I can see that a couple need to discuss a purchase privately! You have to be so tuned in to people’s body language as they would hardly ask to be left alone.
Rebecca
Good on you, Rebecca. You are very smart to recognize that a couple (even a single person) ALWAYS needs time alone to discuss their true feelings with each other. However, I encourage you to not always treat this moment in such a “clandestine” way. Sometimes, you need to be more in control. So rather than hearing the dreaded, “I need to think about it”, you can be more pro-active.
So (weather permitting) even if all you do is set the painting up on an easel in your garden or just outside your studio entrance with a nice bench to sit on (having seating is really beneficial – it automatically lowers blood pressure and often raises serotonin levels), and walk them there with the art “instructing” them to “give it some thought and make sure you both want the piece while I collect some information for you”. This whole “exercise” should be a specific “task” you assign them. It really works to keep this ALL about them, right? And by actively and transparently showing them you care enough to give them the space THEY need… well… Just sayin…! ‘-)
Thanks for your kind words about my website. I’m working on a new mobile-friendly site that I hope will be even “mo bettah”!
Looking forward to your next suggestion.
Happy to Skype again anytime. Well, with our 12 hour time zone issues, not “any” time, but you know what I mean. Hey and don’t forget about “Peek” the free site evaluation company. http://peek.usertesting.com/
Great points Meckenna.
What I struggle with is what to say when they are gushing and complimenting the art or what to say after they buy it other than “thank you”. Any ideas, maybe that would be a good blog post with comments from other artists.
Thanks for your valuable input.
I totally know this feeling. I get major compliments and it’s a little awkward, but it is also a terrific opportunity. Here’s a short list – others can join in and add their thoughts. These all should be said with slow, deliberate, intentional, spirit and hopefully in eye contact with the person:
1. Thanks! I am truly fortunate to be able to put my creative soul out into the world and into my collector’s homes.
2. You’re kind to say so, I really am motivated by all the joy my art brings to my collectors.
3. I am glad you like that piece. It was full of new challenges. Someone will have years of enjoyment from this one!
4. I have a special fondness for that flower (color, tone, perspective) I have to keep from doing all my paintings about (subject matter)
5. Thanks for the feedback, this is a totally different technique I am still perfecting, so I was nervous about putting it in the collection today. So I am really happy that it resonates for you.
Words to that affect….And so on… NOTE: each time I have a chance – an opportunity – an invitation – to talk, I use that with “purposeful sharing”. Nadia… do you have the new publication? I don’t think you have bought it yet. Oh my… go get it right now! There is a whole chapter about “Purposeful Selling” USE the code below (I opened it up again so you can get the savings right now) and I will ship it today. It will ROCK your world! Here’s more info if you need more “convincing”! LOL!
As for leaving them for a few minutes, well, you can do that, but again: purposefully and intentionally and by letting them know exactly why you are leaving. I could write a book here about this, but again there is an entire chapter called the “Departure Checklist” which is beyond words. Please buy the system. It will pay for itself in your first sale.
Great! thanks so much McKenna.
I will look into it, it sounds very interesting. I purchased the email marketing class a while back when you had the webinar with Caroline.
You said there is a code below, did you mean the link?
Thanks again for your input!
Yes Nadia, Click on the link and use the code ARTBLOG and save $10! I will ship it asap! With the FAB flashcards, too! ‘-)
Done. I ordered package and thanks for the discount code.
Thanks Mckenna and Rebecca. Great information and tips! Taking charge is the key.
Good on you! I love it when an artist takes control of their future! I will ship today!