Welcome everybody and thank you for attending Thank GE Capital for hosting these events and inviting me to be your guest presenter About Andrew Patricio Sales is the lifeblood of any business In this economy we’re going to work harder to get the sale I want to share with you a process you can use to increase your sales
You want your customers to know, like and trust you. You want to build long-term relationships so the more you understand your customer the better Always think long-term when dealing with a customer People like buying from people they’re comfortable with so try and establish common ground so you show you understand your customers needs
It’s a good idea to develop a standard list of questions you or your team can ask every-time you meet with a prospect. The better you understand your customer’s needs the better you can supply them Sell customers what they need to improve their current situation
Your objective is understand your customer’s needs and identify their pain points. Your job in sales is to solve their problems Have a conversation with your customer so you can identify exactly what your customer needs Remember you’re the expert and customers don’t always know what they need as they don’t know what’s available. I am a part-time handy man when I go into a hardware store I’m no expert. So if I am painting I don’t realise all the things I need until the salesperson asks me
Listen twice as much as you talk For example, If you’re an HVAC company, and a customer’s A/C went out during a heat wave, that customer may just want to tell their story about how rough it has been and see that you feel for them. After they get it off their chest, then they’re much more mentally prepared to see that $4,000 estimate you’re about to give them. Everyone has a story, and sometimes the customer just needs you to hear it before they’re ready to buy from you.
Customers buy benefits. Develop a list benefits you can offer clients that make you stand out from your competitors Our products are manufactured locally, so we can guarantee delivery within 24 hours Not happy? Bring it back, no questions asked Free lifetime alterations for all new suits
Your job is to help the customer make the best decision possible. Remember you’re the expert so educate your customer. They don’t know what they don’t know
Offer to allow the customer to test the product or service Offer to allow the customer to sample the product Offer to allow the customer to test the service for a limited time Offer to have a product demonstration
Based upon what you've learned by asking the right questions , present a solution that helps the customer transition to a better future. Show how your product or service will solve their problems Discuss different examples or case studies of how you have solved other clients’ problems Use facts, figures and dollar values to show how effective your product is
When you encounter a price objection, try find out what’s behind the objection You might say “lf we set price aside for a moment, do we have the products or services that you want to buy?" We can offer you financing that will enable you to make a monthly payment which is much easier to budget for Handle objections carefully don’t argue Be grateful for the feedback
1. The Assumptive Close Concept: You ask a question that, when the customer answers it, implicitly commits the customer to the sale. Example: "Help me understand your process and how your company will purchase this product." 2. The Reverse Close Concept: You ask a question that elicits a no response but which is actually a yes to the close. Example: "Is there any reason, if we gave you the product at this price, that you wouldn't do business with our company?" 3. The Time-Sensitive Close Concept: You attach the purchase to a time line that the customer has already communicated. Example: "You said you want to get this done by [a certain time]; let's look at our calendars and figure out what we need to do today." 4. The Direct-Question Close Concept: You summarize the conversation (or series of conversations) and simply ask for the business. Example: "It looks like we've answered all the questions. Shall we move forward with this?" 5. The Direct-Statement Close Concept: You communicate your confidence that the purchase is going to happen by simply stating that it is going to happen. Example: "Let's move forward on this." Don’t promise more than you can realistically deliver
Send your customer a message thanking them for doing business with your company and ensuring that they’re happy with their purchase. Don’t underestimate the power of a simple thank-you note
You heard the saying “Out of sight out of mind”. You want to ensure your customer doesn’t forget who you are and you’ll be amazed at how much business you pick up just by keeping in touch Send out seasonal greetings. Every 90 days communication rule
Set goals Daily, Weekly, Monthly & Annual Set some objectives How many phone calls will you make this week to new customers? How many Phone calls will you make this week to current customers? How many sales will you make this week?
Step 1: Build Relationships • It’s all about relationships • People buy from people they like • Ask questions to build rapport • Be empathetic and show that you really care • Find common ground
Step 2: Identify Needs• Develop a list of standard questions you can ask when meeting current or potential customers so you can identify their needs. Share this list of questions with your sales team.
Questions You Should Ask• What challenges are you facing?• What products or services have you used before?• Is there a budget you’re looking to stay within?• Why do you need this product or service?
Step 4: Overcome Objections• Objections are requests for more information• Try and anticipate objections. Prepare replies to them• Understand what is behind the objection.• Ask questions to identify the real issue • Price • Finance
Step 5: Close the Sale • Ask for the sale • We can have it delivered this Friday for you. • Please pass me your credit card and Ill start the paper work for you. • Can you please sign the order form?
Step 6: Follow Up Contact the customer soon after they have made a purchase to ensure they’re satisfied.
Communicate Regularly• Email: send a monthly newsletter with useful educational content and savings.• Direct mail: send customized offers in snail mail. Still a very effective way to connect with customers.• Birthdays: send a card, gift or valuable coupon on a customers birthday.• Social media: interact directly with customers, online and offer them discounts.
Step 7: Stay Motivated• Associate with positive people• Look and act like a professional• Be enthusiastic• Set goals• Keep learning• Never give up