A YouTube video transcript in which Shelley Young explains how to create immediate trust during sales calls by establishing emotional safety. She argues trust comes from the emotional state you create (safety), and gives three concrete ways to do this—presence, emotional mirroring, and certainty—plus warnings against over-explaining or appearing unsure.
Hi, guys. Welcome back to my channel. Today we are discussing how to build instant trust on your sales call. Because we all know if a prospect does not trust you, they will not buy from you. So let's get into it. You can have the best pitch in the world. You can have the best product or the most sales training. But if your prospect doesn't trust you, none of it matters. Most people think trust comes from being really nice or making jokes, but that's not the case. It comes from something a lot deeper and something that I've really studied on and really practice over my years in sales. It's really about the emotional state you create in the other person. Because in reality, we both know on every single sales call, your prospect is subconsciously asking the question, am I safe with you? So today, I'm going to show you exactly how to create that kind of safety, the kind that makes people feel open. Listen, and I actually want to say yes to your product or to the service or to whatever you're offering. So, going back to what I said, we know when someone jumps on a sales call for the first time, they're not relaxed, they're guarded. They're scanning for red flags. Right? Is this person trying to sell me something? Will they pressure me? Do they actually care about me? Or they're just caring about the sale now, especially if these people have got on previous sales calls, because a lot of people don't talk about this type of emotional regulation in sales, which means a lot of people are going for the pushy, hard close. So sometimes we not only have to diffuse, we have to kind of amend the bad experiences that they've had in this call and make that person feel safe. Now, we only have 45 minutes. That's a big task to do in that time, but it is possible. You just need the right tools to be able to do it. So before you ever earn a yes, you have to first earn the safety. There are three ways you can create emotional safety on a sales call. Number one is presence. People can feel when you're in your head, when you're thinking about the next question or you're hoping. If the deal closes. When you're fully with the prospect, when you're listening, when you're not rushing, when you're not trying to fill the silence, the prospect can relax. Presence really, really does build credibility super fast if you do it right. If you have a calm and po demeanor, essentially. Number two, emotional mirroring. Match their energy, don't mimic it. That's super important. If the prospect is calm and slow. You lower your intensity and meet them where they're at. If they're analytical, meet them with clarity. Overall, I always like to keep my energy calm and my tone steady to avoid that kind of fight or flight mode kicking in. Or we don't want the prospect to feel pressured or like this is like an intense environment. We want them to feel super relaxed, like they're talking to a friend. Number three, certainty. Certainty is what allows people to let go of control. When you sound like you know where the conversation is going, the prospect will stop trying to protect themselves. And that's what we really want. As I said earlier, we want them to relax. They'll start letting you lead. And being the leader, as we know, is so, so important. So here's what most salespeople don't realize. The more the prospect trusts you, the more they trust themselves in your presence. And that's what closes sales. Let me repeat that. The more the prospect trusts you, the more they trust themselves in your presence. And that's what closes more deals. Because people buy when they trust you and when they trust themselves to succeed, all with you. Your job is to guide that loop. So you lead with calm certainty. That means they feel safe, they open up, you reflect understanding. You kind of replicate kind of their tone, their energy that deepens connections. They feel seen. Feeling seen turns into trust. And trust turns into a yes. It's not manipulation, it's emotional leadership. And emotional leadership is key on a sales call. So the number one thing that I've found that kills trust is trying to prove yourself. The moment you start over, explaining overselling, over justifying your offer or the price or something like that, your prospect subconsciously thinks, okay, she's not sure either. And we do not want to come across as someone who is not sure. Like I always say, if a prospect asks you a question and you genuinely don't know the answer, never, never say, I don't know, think of an answer. Or say, the coach is more knowledgeable. They'll be able to guide them through. Just have something to say other than I don't know. So to summarize, if you want to build instant trust on your calls and to stop trying to convince and to push and to force, you need to start creating safety. Because the women who make your dream income, the 10, the 20k months, they make someone feel seen, understood, safe and certain. They never need to sell. They can show up and they can lead. I hope you've enjoyed and I'll see you in the next one. Bye, guys.
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