Three qualities are needed to sell anything in life. They are:
1. STRENGTH.
2. EMOTION.
3. CONFIDENCE.
If you are in sales or taking customer cancellation calls, exercising these three qualities well can help you be more successful.
Your strength will come from the knowledge of your product and the ability to get back up after a fall.
Your emotion will come from your belief, real or feigned, that your product is the best product in its class, and your empathy for the reasons why customers would want to stop using your product and/or to go with a competitor.
Your confidence will come from within; it is something you should demonstrate so that others believe in what you are telling them. If you do not sound confident that you can handle what problems come across your desk, then customers will not have confidence in you.
These three qualities combined are a powerful force. I have seen even the shyest of people exercise all of them! People can really open up when given all the tools they need to do something, like win over customers. Being outgoing and confident are simply qualities of a professional.
Here are some tips that can help you put your strength, emotion, and confidence to work at keeping customers coming your way.
Money ISN'T everything. How many times have you bought something you couldn't afford, or shouldn't have, or was a splurge to "treat" yourself? Do you know of any people who have done so? This is an important thing to remember in sales and customer retention: people will buy things even if they shouldn't. Who REALLY needs half of the things everybody owns?
Ask questions. Get to the bottom of why people are not buying your service. Don't worry, most people love to talk about themselves, and will answer questions asked of them. If you are afraid, just remember, the worst thing that can happen is that they will say no. "The only thing we have to fear is fear itself."
Keep it simple. Avoid excessively long or complicated sales pitches. That can confuse or inconvenience callers. Few people will be leaning forward hanging on every word, as they probably just wanted to make a quick call. (It also won't help your call times.)
Know your company. Know your products, services, and public web pages 'in and out'. Know your company's history, office locations, and who's who in your organization.
Feel for real. The sales pitch should many times be part of a natural conversation. It should often be a natural solution or recommendation. Be yourself. Go one level higher: be your BEST self.
Listen, listen, listen. Let the customer talk, hear where they are coming from, empathize, break the ice. Consider emulating somebody you know who seems to truly get along with everybody they meet, and vice versa. You'll find they are often great listeners.
Everybody deserves a second chance. Make two different offers/solutions, maybe even a third at the last minute, before it's all over.
Don't beg for rejection. Be careful of saying "You don't want? do you?" or meekly asking "Can I offer you??" Those are not strong, confident, or emotional statements. Assume the best!
Now that you get the idea, let's put it into specific phrases, so that we have a framework to get started. Here are some examples of strong, emotional, and confident statements to use while making your pitch:
You know, you might like -
I do believe we have?.
Wow, I understand completely how you feel. Let me get you -
I recommend / I'm going to recommend / I would recommend -
Oh! Well, then you should try our -
While these phrases can help you get your offer out there, here are some ways you can sound more "real" while doing so. The last thing you want to do is sound like a robot!
Space your words out. to sound like you're really just then remembering something. Not like you automatically dish out that information all the time. Listening to professional storytellers like Garrison Keillor on the radio, on the internet, or at special events can help you develop your natural speaking style.
Study your recorded calls and try to hear them from the customer's perspective. What can you do better? Everybody can always improve. Be honest with yourself. What are you not doing that you could, and vice versa? Take notes.
Learn when to let go. Respect customers who have reached the point where they definitely don't want your product. If your sales efforts sound true and are not 'overkill', they might respect that in return and come back to you someday. A very bad experience with you will only hurt you and your company.
Stay positive and keep moving! Ignore negative co-workers who can bring you down. Accept that some days will not be the best.
?And the next thing you know, you'll be the best!
If you are interest in leadership theory and practices then you need to visit: http://www.righttolead.com. Diana Liffick is a contributing writer and thinker for our organization. In addition, as a leader you may be interested in http://www.myleadershipsuccess.com.
All closes are not created equal. Top producers realize every... Read More
1. They talk instead of LISTEN. Too many salespeople monopolize... Read More
On average a sales person spends less than two hours... Read More
To be totally in tune with the needs of your... Read More
The quickest way to increase sales is to make things... Read More
Imagine this scenario. You are a sales representative for Baker... Read More
In my youth I landed a job selling encyclopedias door... Read More
A "Call To Action" is an invitation for your prospective... Read More
Customers will ask you a question and you'll proceed to... Read More
Do you want to sell more successfully using an honorable... Read More
Ideal clients are the ones who are perfect for you.... Read More
1. Combine a product and service together in a package... Read More
What was the quickest rejection you ever got? 2 minutes... Read More
Sooner or later, we all backslide into old ways of... Read More
If you've driven yourself crazy trying to figure out why... Read More
We all want to belong. As humans we feel the... Read More
There is a new trend in the way wood decks... Read More
Seems almost every situation in our lives is centered on... Read More
Traditionally, salespeople look for something in the office that begs... Read More
Have you ever eaten a soft taco? The shell isn't... Read More
Cold calling may now be outdated. People have become defensive... Read More
Marketing and sales co-exist and work in tandem beautifully if... Read More
Although David has been a graphic designer for a decade,... Read More
What exactly is the sales profession? Without a common dialogue... Read More
Based on his most recent e-mail, "Everything looks good --... Read More
I'm constantly amazed how otherwise smart marketeers become deaf, dumb... Read More
1. Negotiate with e-zine publishers to get free or discounted... Read More
Selling online can be very difficult, more difficult than in... Read More
From surveys and experience, we've noticed many setting excellent goals... Read More
Each of us sells every single day. We are all... Read More
There is little doubt that eLearning has not achieved the... Read More
It is one thing to make a sales presentation, but... Read More
Education plus Motivation is a powerful formula. But how do... Read More
How many times have you had a customer say to... Read More
Do you find yourself making these kinds of assumptions?- "I... Read More
Most people tremble when they hear the word "sales".This explains... Read More
If you've driven yourself crazy trying to figure out why... Read More
I worked for years as a mortgage loan officer. During... Read More
There are a number of sales closing strategies that you... Read More
Losing a sale can be disheartening, especially if you lose... Read More
"Ask, and you shall receive", a biblical principal that offers... Read More
Facilitating the buying process can be very straightforward and fairly... Read More
Too many sales letters are shaped into paper airplanes and... Read More
You do have a "Pipeline" don't you? You know, the... Read More
These are the top 7 safety tips that criminals don't... Read More
How well do you handle objections?The fact is, most people... Read More
"The Close" is sales jargon for the bit where you... Read More
As a trainer, you will be able to see a... Read More
A myth can best be described as somebody or something... Read More
A "Call To Action" is an invitation for your prospective... Read More
1. Be on time. In fact, arrive a few minutes... Read More
Ever lost a sale? Of course you have, we all... Read More
We've all heard the term KISS at one time or... Read More
7 Phrases You Can't Say in Sales (Because They Will... Read More
Proponents of traditional sales training simply teach the material, sometimes... Read More
If you're a business person you want to sell your... Read More
I know you've heard this a thousand times, but from... Read More
Just a few critical distinctions can supercharge your communication skills:1... Read More
Unquestionably when the word hypnosis pops-up in a conversation or... Read More
Since 1990 I have focused on the three primary barriers... Read More
Developing an abundant supply of targeted referrals is the number... Read More
Many of us in sales are taught to believe that... Read More
Have you ever been in the position where you are... Read More
What to do when you win or lose.You have given... Read More
Everyone knows the importance of having a positive attitude, especially... Read More
Prospecting for future customers can be fun if you approach... Read More
Sales Training |