Artificial Intelligence (AI) is transforming the sales sector, bringing automation, predictive analysis and chatbots that make processes faster and more strategic. However, the big question is: can technology completely replace the salesperson? For Fábio Farias, CEO of the Love Gifts franchise network and business acceleration specialist, the answer is clear. AI is a powerful tool, but it can never replace the human factor in the art of selling. "Technology makes it easier", optimizes and streamlines, but what really retains a customer is empathy, the differentiated service and the genuine connection, affirms
A recent study, led by the Retail Center between April and June 2024, revealed that 47% of Brazilian retailers already use AI, while 53% have not yet implemented this technology, although they are aware of their possibilities. The numbers show that innovation is in full swing in the sector, but they also reinforce that there is still room for human involvement in the shopping experience. After all, sales are, before everything, emotional
For him, winning a customer requires much more than offering a good price. A human takes 3 to 10 seconds to form an opinion about someone. Kindness and education are the first steps to a successful sale. Furthermore, communication is not limited to words: only 7% of the impact comes from what we say, while the tone of voice represents 38% and body language, 55%. That is to say, posture, "looks and gestures speak more than any argument"
To create a memorable experience, Fábio highlights an example from Disney. In the parks, there is a yellow line on the floor that indicates the exact moment when employees need to get into character and provide a flawless experience for visitors. In Love Gifts, this concept is also present. "Our team knows that", upon entering the store, you need to give your best. Here, we do not serve, we welcomed. Because the customer does not want just a product, he seeks an experience
Preparation and resilience are factors that also make a difference. For the specialist, everything in life is a matter of training and, in sales, it is not different. The more you dedicate yourself, better becomes. Customer loyalty depends on the absence of something better. If a competitor offers a superior experience, the customer will not hesitate to exchange. Therefore, we need to be in constant evolution
Another essential point is the way the seller communicates. Small adjustments in vocabulary can transform customer perception and create a more positive environment. Simple expressions, how to replace "sorry for the delay" with "thank you for waiting", or replace "discount" with "exclusive condition", make all the difference in the shopping experience. Furthermore, according to the expert, who relates more, sells more. It is not enough just to offer a product, it is necessary to understand the client's needs and deliver more than they expect. The more value you add, more chances of closing a sale
Although AI can predict trends, analyze data and customize offers, she will never be able to replace charisma, active listening and the creativity of a true salesperson. In the end, what really sells is not an algorithm, but rather the way the customer feels when being served. Today, the seller needs to be strategic, but, перш за все, human
