Archive for the ‘Customer Service & Quality’ category

Top 8 Essential Things Salespeople Forget During Their Selling Process

February 9, 2008

In the midst of conducting actual sales and under the pressure, it can be easy to start forgetting certain aspects of selling. A lack of experience and practice are often common causes but they are no excuse for forgetting these essential points.

Whenever I conduct the various workshops on Sales, Closing Deals, Negotiation, Persuasion and Influence, Communication, Customer Service and the similar courses, I highlight and look out for areas where the participants can exponentially improve their relevant skills. These key areas can make the difference between a mediocre sales amateur and a super star sales performer.

The following are the top actual and essential items forgotten by salespeople when they are conducting sales:

1. Forgetting to Compose Themselves.
As a salesperson, you must remember to psyche yourself into the proper mindset whenever you conduct your sales. In fact, the more unfamiliar or unfriendly a client appears to be, the more you must compose yourself. At times, with an inexperienced salesperson, you can almost hear his teeth cluttering and heart pulsating in double quick time. That’s hardly a deal closer. Confidence within your composure is essential. Get composed, not decomposed.

2. Forgetting to Analyze the Client.
Now I don’t mean you put your client through a psychometric test or psychiatric diagnosis. Flipping out a piece of paper with odd shapes or situational questions are not quite the way to go. What I am referring to here is a quick mental analysis to assess the type of client you are facing. Take into account any of your past sales trainings where you have learnt to understand the clients’ profiles. Not understanding your client will only make you beat around the bush in the sales process, risking the annoyance of your clients and increase rejection.

3. Forgetting to Build Rapport.
Rapport is key. I repeat: Rapport is key! It reflects the sense of trust and credibility you have in the eyes of your clients. Without rapport, the sales relationship is like oil and water that refuse to mix. Clients often grow suspicious of the person that attempts to sell an unlabelled potion. If you take time to build rapport with your clients, you get better chances of pedaling your wares.

4. Forgetting to Listen.
It is often not the rampant regurgitating of a sales script that gets you the sales. It’s the listening. While an overly rehearsed sale pitch may get hits occasionally, a highly productive salesperson is able to attain more sales by doing lesser talking. When you listen and truly pay attention to your clients, they feel appreciated. Listening to your clients will also allow you to get sufficient information to sell in a superior manner.

5. Forgetting to Speak… Appropriately and Artfully.
Your word selection in your speech matters. Not every word can work the same sales magic. Not every phrase spoken in a random order will get your sales to shoot through the roof.

This calls for you to remember to use your influencing language patterns and verbal communication skills to the best of your ability. You need to select your words diplomatically to avoid upsetting your clients or getting them in an agitated manner (…unless you have already found a way to make angry customers part their money to you.) Appropriateness and artfulness in language use comes with experience. Practice them well and listen out for feedback from those who hear them. Adjust your sales vocabulary as required.

6. Forgetting to Ask for the Sale.
Sometimes the conversation goes so smoothly that it becomes more of a chit-chat session, the overly interesting topic deviates the entire purpose of that meeting up. You need to remember to ask for the sales. It’s a natural thing for clients to want your products if they find it suitable. Whenever you have transited through the process well, asking for the sale should be simple and smooth.

7. Forgetting to Make the Client the Central Element.
Within the few elements of the sales process: the salesperson, the products and the clients, the clients are the central figure. It’s about them. Let the clients feel they are respected and they are important. Allow clients to know they have a significant role to play as your partner in making the sales a mutually beneficial transaction. Provide them a most pleasant buying experience.

8. Forgetting What the Client Want.
Remember there’s a reason why clients will buy. And simply put, when clients buy, they’ve discovered what they want, be in from their own needs or because of your eloquent persuasion. However, if you truly forget the specifics of the item they want, you might just get a return of goods. Understand and remember what items make their eyes sparkle and which model they have ticked on their survey forms. Letting your clients know you have well fulfilled “what’s in it for them” is the way to create long term returning and satisfied clients.

Selling is often a rather challenging process, yet the rewards are immense. Through your practice, allow these commonly forgotten points to reemerge again. Learn to be patient as you work through the fine art of selling. Integrate these essential things and you will find your sales Excel Beyond Excellence!

How To Get Your Customers To Keep Coming Back To You Through Your Service

November 27, 2007

In my work as a consultant, I regularly get engaged to consult for different companies and organizations. One of the key aspects involves working on their service quality for customers. When I ‘test’ out the customer service quality, I will also recommend specific ways to improve so that the customers will keep coming back again and again. This has always been a consistent result.

Here are some ways to get your customers coming back to you:

1. You must not know just your services and products, but know HOW TO INTRODUCE them to your customers.

2. You must be able to recommend some of the better ones or the more popular ones as well as state the reasons for that.

3. You must pay attention to the small details of the customers.

4. You must be able to serve them whenever they need yet without their asking.

5. Check back with your customers at the right time to be sure that they are satisfied with their products and the service they receive.