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Successful salespeople spend more time asking questions and listening than they spend talking.
Successful salespeople begin their presentation by asking questions to gather information and uncover customer needs. This not only helps the salesperson tailor his or her talk to what the customer is really interested in, but also gets the buyer actively involved in the presentation.
Equally important, successful salespeople ask questions which cannot be answered simply yes or no; yes –no answers give he customer little opportunity to talk.
Successful salespeople probe for more information instead of jumping to conclusions.
You have to find out what the customer wants and if you can give it to them. Then your job is to get the customer to trust you, if he or she likes you that’s a bonus.
Probing follow-up questions, often overlooked by mediocre salespeople, provide paydirt! For example: a customer complained that his existing equipment wasn’t fast enough. I asked how important speed really was. Turns out speed was secondary to accuracy. Allowing me to focus on accuracy, allowing me to give the customer exactly what they needed!
Selling is an investigative process. And it’s all about dealing with people.
Selling is not achieved through slick talking. It is achieved only through a series of questions.
Successful salespeople identify closing signals and act upon them immediately .
True salespeople identify a closing signal-even one as subtle as leaning back in a chair, they act immediately and move to close the sale. They also realize that this can happen anytime during a call, even early on.
The most successful closing technique found was this: a summary of benefits accepted by the customer and a plan requiring the customers commitment, such as agreement to specific payment terms.
Effective Listening is Essential for Effective Selling If you listen, really listen, you will be miles ahead of 99% of the rest of the world. And good listening is essential if you want to be good at selling.
Detect the unstated need; Seldom do prospects identify their needs. Often a prospect is unaware that you can positively affect his or her operation.
Only by listening for the unstated clues will you be able to hear a customers needs and so find an opportunity to meet those needs by selling your products or services.
It’s important to make ALL your sales presentations in person, do not let a company contact relay a message for you. It takes one bad listener for communication to fail.
By listening well, you build trust. Why do most people ask tech support 100 questions and not salespeople? Simply because most people do not trust salespeople. But if you’re a good listener, therefore a good salesperson, people will trust you.
Effective Listening for Effective Selling: How to get customers to trust you
Do not ever say, “Let me be honest with you” it implies you have been lying up until that point.
Did you ever talk yourself out of a sale? Did you go on and on until it was too late? Did you ever LISTEN yourself out of a sale? IMPOSSIBLE!
Again, remember our definition of sales;
Selling is listening, not talking. Selling is asking, not telling.
Effective Listening for Effective Selling: Tips to help make you a better listener.
Encourage your customer to talk by being a good listener. That’s the only way you’ll learn what the customer wants.
Limit your talking, you cannot talk and listen at the same time.
If you don’t understand something, ask questions, then ask some more!
Don’t interrupt, allow for pauses.
Focus on what the customer is saying, shut out distractions.
Take notes if possible to remember important thoughts. First of all, you can’t remember everything the customer says. Second off, it makes a very powerful impression on the customer.
Occasionally, use interjections such as “yes I see” to show the customer you are listening to him or her. Interjections help encourage the speaker to keep talking.
Don’t jump to conclusions.
Verify information when necessary.
Paraphrase what the customer has said, to ensure the meaning you get is the intended meaning.
Effective Listening for Effective Selling: Tips to help make you a better listener.
Ask questions when necessary. For more information.
Be willing to accept, without prejudice, the thoughts and opinions of your customer.
Put the customer at ease, help the customer feel free to talk.
Develop the desire to listen. You have to want to listen before you hear and understand.
Listen with a purpose to identify the important elements of what the customer is saying.
Confidence: You must earn it. The benefits of confidence 1. Confident people succeed 2. People like to associate with confident individuals 3. You feel better about yourself. 4. Others respect your knowledge or ability. 5. You grow-you move forward rather then falling back
Hal Becker’s high-impact workout to build self confidence.
Strengthen your character through self-reliance. Depend lesson other, your reward will be more self-confidence and more conviction in your actions.
Resolve that your prospect will find you friendly.
Learn to judge your prospect’s mood.
Form and strengthen good habits. Recognize undesirable habits and then weaken and break them.
Look at your habits. Do they give you a good start on the selling day?
Make it a habit to put your customers welfare before your own.
Develop habits of positive thought and action. Be optimistic. Optimism, like enthusiasm, is contagious. Expect your prospect to buy.
Practice habits that refresh your spiritually and keep you mentally alert.
Make a habit of courtesies.
Develop the habit of preparing myself thoroughly before calling on my customers.
Finally you must have absolute trust in the company and product you are selling!
It is extremely difficult to sell a product you do not believe in. You are a salesperson, not a con artist. Do not confuse confidence with aggressiveness. Do not steamroller the prospect! Think positively! Remember that the key to self-confidence must come from within yourself.
An objection is a form of disapproval. Do not view objections with fear; do view them as opportunities. This is so important I’ll repeat it: An objection is an opportunity! By voicing objections, your customer tells you his or her needs and concerns.
Stay relaxed while dealing with an objection. There happens to be a problem somewhere, your job is to find out what it is. Being relaxed allows you to focus on the real issue and address it more effectively.
Determine the real objections by listening carefully. Clarify that you understand the objection by paraphrasing it. Probe he objection by asking key questions.
Allow the customer to talk without interrupting. Sometimes people talk themselves out of an objection.
If the objection is vague, translate it into understandable issues.
NEVER allow an objection to develop into an argument.
The most fundamental of closes. You ask a question, and you fill in the answer on your blank order form or contract. You don’t ask, shall we go ahead, or what’s the correct name. You just fill it in, if the prospect doesn’t stop you. He or she has bought. Do not say will you sign this… that phrase has been ingrained in us to raise a red flag. Simply ask, will you look over this and OK it for me?
Alternative Choice close
This is simply: “which do you prefer? Cash or Credit? 13 inch screen or 19 inch screen.
If a customer were interested, he would have called you. So if you want to follow up, you have to think of a relevant but new benefit.
You present that, then go back over the other benefits that were important to that customer, and close again.
“ I’ll think it over” close
You’ve made the presentation, the customer wants to think it over. You ask, just to clarify my thinking, exactly what phase or part of this do you want to think over? Is it this, is it that? The customer will say No to everyone. If you continue to ask this or that you’ll get down to the real objection, overcome it and then seal the deal.
When the customer asks you a question such as? Do you install next day? You respond , Do you want next day installation? Ok, we have a 10:00am tomorrow available.
The person who says yes just bought.
Similar Situation Close
A good salesperson, once they’ve sold one business or home they move to the next, stating I’ve just set KiKi’s doughnuts up with a security system so they don’t fall victim to the growing neighborhood crime rates, can I come in and tell you a little more about how we can help you stay protected too?
Last Thoughts from Hal Becker: Make Selling Fun. Give it your best and most enthusiastic effort every day. If you do that, you can be the best!