In this module, we will explore the delicate balance of building the skill of being tactful, while embracing the philosophy of being diplomatic. Tact is a self-awareness skill. And diplomacy is a mindset that involves the people around you.

Contrary popular belief, suggestion is not about giving a client several options and suggesting the best one for them. This is called comparative selling and it’s a technique used in the mid-market. An example of this would be a choice of six, six different prices, the salesperson suggests the middle tier. This doesn’t work in luxury.

Reading non-verbal markers is not about body language 101. Most things taught in standard body language training done by training companies are wrong. Folded arms rarely mean closed off and most other things taught rarely mean what are taught either.

Conversational observation goes hand in hand with non-verbal markers. The luxury expert will broach topics of conversation to get a better understanding of the client’s needs and social circle.

To establish trust the first thing the luxury expert must do is to be liked. Likability is the cornerstone, and it has very little to do with chirpy sales pitches or telling people to have a nice day. That isn’t likability, those are pleasantries.

Building rapport is the basis for all effective communication. Rapport lowers trust barriers and heightens access to the friend zone with clients. We buy from experts, but we trust friends.

The language the luxury expert uses is an important part of influence and persuasion. We start by replacing rejection words, or words that trigger a negative buying response. 

Reciprocity is a social construct within social psychology. It is a social norm ingrained in everyone since early childhood that when someone does something nice for you, you do something nice for them. It starts early, little Johnny gets invited to little Barry’s birthday party and so little Johnny must then invite little Barry to his party.