The use of stories to transfer information has been around as long as humans have walked upright and used language to communicate. Even before we had a written language, humans have used stories to teach, to entertain and to track their histories. We are innately drawn to stories as a result, even in the digital age. That makes storytelling a compelling method for the sales person to master, both the engage prospects and discover opportunities.
Using Stories in Sales
The use of storytelling in sales can help a sales person enter into a dialogue with a prospect to connect with them before going into a questioning sequence. There should be some situational fluency exercised by the seller to get to the primary business objectives that the prospect or customer would like to discuss.
We encourage our customers to enable their sales people to be ready to share a story at any point in early opportunity development, as it is a powerful way to introduce ideas, and then get the prospect to speak. However, it’s not enough to simply tell your sales people to tell stories. They need to be trained in an approach in order to be effective.
The STAR Story
We suggest using a storytelling format called the STAR Story. STAR is an acronym for Situation, Trial, Ah-ha, and Result. Each element is explained below:
- The Situation helps to set the stage for the rest of the information you will share as part of your story. It describes the environment that another customer was in when you first met them as a prospect. This narrative should be described in a way that the person you are speaking to can relate to in a similar capacity, by job title or the role that they play in their organization, or by the business environment that was unfolding.
- The Trial part of the story describes the challenges(s) that your other customer was facing during the situation described above.
- The “Ah-ha” moment is the part of the story when your customer made the connection to the capabilities or solution that you offered as a way to solve their challenges.
- The Result is the positive outcome that you helped your customer to accomplish. Be specific in your description of the quantifiable outcomes that resulted, whether it was monetary, a percentage increase, a numeric value improvement or a morale lift.
Stories are told to transfer information. They demonstrate to the prospect that you have insight into their industry, and have helped others to meet their primary business objectives. But they also generate interest because stories appeal to people. A story can make possible a dialog that you might not otherwise be able to enter into with a prospect.
Ask to Hear Their Story too
Conversely, you should also try to have the prospect share their story with you. In this way, you can learn more about their business objectives and challenges, and the capabilities they are looking for to improve their results. And since we all like stories—both telling them and listening to them—this exchange should do a lot to move your relationship with the prospect forward, either closer to a sale or closer to realizing this is not a solid lead after all.