“My customer doesn’t use video. Why should I? ”
This is one of the biggest excuses I hear from sellers on why they don’t use video more on sales calls. And I say excuse, because it’s not a good reason.
Why? Because the seller is making a choice based on his/her own comfort and inability to feel connected – not the customers. And if you’re truly a customer-focused salesperson, your comfort needs to come second.
Yes, in a perfect virtual world, you and your customer would both have your camera on. You’d be able to read each other’s body language and expressions, share eye contact and both feel more comfortable and connected.
But we don’t live in a perfect world. Customers are not always going to have their camera on (especially after all the uncomfortable vendor encounters they’ve been subjected to!), but they can still benefit by feeling more connected to YOU – seeing your eyes, body language and expressions.
So absolutely do what you can to encourage your customer to use his/her camera, but ultimately, it’s more important that you use yours. No excuses.
BTW, when sellers say they’re not using video because the customer doesn’t, it often masks a deeper discomfort with being on-camera — simply because they don’t have the necessary skills or training specific to this new environment.