Using Emotion and Logic in Sales

Tips on using Emotion and Logic to increase sales

Using Emotion and Logic in Sales to increase sales

One of the reasons why some of your team members aren’t making the number of sales they should is because they don’t understand how using emotion and logic work in sales really works.

At the end of this article, you’ll understand a simple and really quick way to coach your team on how (and why) they need to use both emotion and logic in the sales process that I’ve used successfully with team members all around the world over the past 34 years.

When we think about the sales process whether it’s ourselves making a purchase or someone else, most people buy on emotion and justify their purchase logically later.

Rarely do you find that someone just logically decided to buy something and then got really excited about what they bought later.

My sweet ex-wife does this all the time!

Anna has a black belt in shopping and can spend the entire day just looking around shops to see what’s on offer.

Now, I don’t want to give you the wrong idea, Anna’s not a shopaholic nor free with money…she just finds ‘shopping’ relaxing and therapeutic.

A shopping excursion makes her happy, and if that’s one of the things that add to her happiness, then more power to her.

I have to say though that from time to time I did have a little fun with her after she’s been out shopping.

You see, Anna has this little ‘tell’ – “Look at this, isn’t it cool!”

When I heard her that I’d usually say with a straight face: “Yeah, looks great what did it cost?”

Then I start hearing all the logical reasons why we needed this particular treasure before I heard what it cost.

Emotions with washing powder?

Now, I’m sure there are some of you who will argue that people buy things based on logic, rather than emotion, all the time – take washing powder (or detergent depending on where you live) who gets emotional buying something like that?

Well, I’d argue that emotion does play a part in buying that type of product too.

Years ago I had a meeting coming up the next day and wanted to wear my lucky shirt.

But I had a problem – no washing powder to do a load of laundry to wash my lucky shirt!

So I head down to the shops to buy the brand I usually use and I’m walking down the aisle where all the washing powder is located, and do you think I can find the brand we use?

You guessed it, not a chance.



Okay, I’m thinking I can handle this, how hard can it be?

Well, have you ever taken the time to consider how many different brands of washing powder there are in the world that you can choose from?

There must have been dozens and dozens of choices I could select from, and quite honestly it was a little intimidating!

Now, I’m one of those shoppers who want to get in, buy what I want and get out.

So, I started walking down the aisle looking at all the different brands (gasping at the prices) and reading all the labels.

Basically, they all said the same thing – ours is the best because we’ll clean your clothes and send the dirt down the drain!

What else would you expect – “We’re the crappiest brand, but really cheap?”

The power of emotion

Eventually, I came across the brand we use but a different type of washing powder.

The price looked okay compared to the others I’d seen, so it was probably the safest option under the circumstances.

And, in the back of my mind, I was thinking: “Well it’s the same brand that we usually use and not too expensive, so Anna shouldn’t have a problem with it.”

Later, after Anna asked me why I decided to buy that brand…guess what I told her?

Yep, I gave her all the logical reasons – I couldn’t find what we usually use, and it’s the same brand that we use and it wasn’t too expensive.

But when I thought about it later, the real reason I bought that particular washing powder, rather than any one of the dozens of choices I could have made, really came down to this…

I recognised the brand.

It was familiar to me, and it felt like the safest choice.

Some may say I did make the logical choice, but my buying decision was because it made me feel safe, and feeling safe is emotionally based.

Remember whenever delivering a sales presentation – people buy things because of the emotional value it provides them, and justify their purchase to themselves and others logically.

So when you’re in the Presentation Phase of the sales process, be sure to use emotion to drive the VALUE proposition, and provide strong logical reasons to justify the PRICE of buying!

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About Marc Carriere 22 Articles
With 34 years of worldwide executive experience managing Call Centre teams that have won 3 Silver and 3 Gold ‘Ardy’ awards, consulting with businesses mentoring and coaching their Call Centre Managers and Team Leaders and having owned a call centre himself Marc is well aware of the difficulties Call Centres face in consistently meeting their targets and KPIs.

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