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Similar to Three techniques to amaze your customers and prospects v1 0d
Similar to Three techniques to amaze your customers and prospects v1 0d (20)
Three techniques to amaze your customers and prospects v1 0d
- 1. Copyright © Psychological Associates® 2015 1.0d Three Sales Techniques toAmaze Your Customers and Prospects “70% of buying experiences are based on how the customer feels they are being treated.” McKinsey
- 2. Copyright © Psychological Associates® Today’s Presenters 2 Pam Hager, Ph.D. Vice President, Instructional Consulting Clay Hildebrand Senior Vice President, Sales and Marketing
- 3. Copyright © Psychological Associates® ALetter From a Client 3
- 4. Copyright © Psychological Associates® Chat Question What do you suggest Suzanne should have done differently? 4
- 5. Copyright © Psychological Associates® Technique #1 5
- 6. Copyright © Psychological Associates® Suzanne’s Missed Opportunity Probing the flat assertion: “ . . . They never listened to me!” 6
- 7. Copyright © Psychological Associates® The Solution To what issues did the other person not listen? When did he/she listen? What concerns do you have, moving forward? How do you prefer to communicate? How frequently? Sample probes: 7
- 8. Copyright © Psychological Associates® The Five Most Important Questions You ShouldAsk The ones you didn’t ask! 8
- 9. Copyright © Psychological Associates® Chat Question What techniques do you use to calm an angry, upset customer? 9 “It takes 12 positive experiences to make up for one unresolved negative experience.” Understanding Customers, Ruby Newell-Legner
- 10. Copyright © Psychological Associates® Technique #2 10
- 11. Copyright © Psychological Associates® Typical Personal Needs of theAngry, Upset Customer Esteem/Ego Control Feel heard Feel important 11
- 12. Copyright © Psychological Associates® Specific Ways to Effectively Respond Vent (acknowledge) the other person’s emotions Reassure the other person that the issue will be resolved Ask and listen — then ask for more details Refrain from supplying resolutions Your Goal: Change how the customer feels 12
- 13. Copyright © Psychological Associates® Really “Making It Personal” Ask the customer how he/she would like the issue resolved? 13
- 14. Copyright © Psychological Associates® Technique #3 14 “By 2020, customer experience will overtake price and product as the key brand differentiator.” Customer’s 2020 Report
- 15. Copyright © Psychological Associates® 15 With what frequency do you use cross-selling with your customers? It’s always on my mind I listen for my customer to ask me I wish I was more confident with cross- selling I don’t do it; it feels too pushy Polling Question
- 16. Copyright © Psychological Associates® Cross-SellingAdvantages for Customers They know the seller Saves them time Provides them with an easier buying experience Develops a deeper relationship 16
- 17. Copyright © Psychological Associates® How to Make Cross-Selling Work Know your customer Show how additional items complement the original Make it sound and appear natural 17
- 18. Copyright © Psychological Associates® Key Cross-selling Terms “You might also like . . . .” “This would fit with your need.” “You may find this will make you feel . . . . ” “This is a valuable addition . . . .” Focus on wording 18
- 19. Copyright © Psychological Associates® Tips for Successful Cross-Selling Be prepared with ideas Listen for opportunities Suggest, when asked Handle questions and objectives 19
- 20. Copyright © Psychological Associates® Three Techniques toAmaze Your Customers and Prospects Five most important questions Those not asked Make it personal Needs of upset/angry customer Cross-sell your customers Prepare and bring it on 20
- 21. Copyright © Psychological Associates® For More Information Contact our SPQ4 workshop registrar at (800) 258 0369 Or visit www.q4solutions.com/ workshops 21
- 22. Copyright © Psychological Associates® Pam Hager, Ph.D. Vice President, Instructional Consulting Psychological Associates phager@q4solutions.com www.q4solutions.com 21 Training | Coaching | Assessment | Surveys
Editor's Notes
- Clay: Welcome to today’s webinar: Three Sales Techniques to Amaze your Customers and Prospects! Reminder: please be sure to use the “CHAT” area to share your thoughts and questions. Welcome, Pam. Pam: Thank you, Clay. As the opening quote says, so much of buying is about how we make our customers feel. In each of today’s techniques, the objective is to make the customer feel understood. These three techniques could give you, our listeners, that little advantage over the competition – it only takes a few ideas to knock it out of the park. CLICK
- Pam: I would like to start with a letter sent in by one of my clients. Suzanne is a seasoned salesperson. She asked for my thoughts where she could modify her approach with a prospect she met with - as she felt she had NOT made the Connection she was hoping for. She wrote: “I really hit it off with the prospect, or so I thought. The prospect shared an interest in replacing his current supplier … Without hesitation I felt an opening and leaped in to ask what he was looking for in a replacement service. The prospect mentioned that ‘they never listened’. I reassured him I would always listen. Then, knowing I had a better service, began sharing the benefits, features, and functions of my company’s services. I answered the few questions he asked.” Suzanne continued, “the prospect took the brochure I handed to him promising a response soon. It’s been weeks & nothing has happened. Pam, what happened?” Clay: In the Chat area: let’s ask our audience what Suzanne may have done differently …CLICK
- Clay: CHAT: What do you suggest Suzanne should have done differently? (As they weigh in Clay fields suggested ideas) (Pam makes some comments regarding input from listeners, and then segues to Tip #1.) Pam: I have a confession, when I read Suzanne’s letter I saw myself easily doing much the same thing. However, I now know how to avoid – let me show you a proven method to avoid the situation all together or at least make a mid-call correction to save the potential sale.
- Pam: TIP #1 The Five Most Important Questions for your sales call: The Ones You Never Asked! Clay: (protesting) Suzanne did ask questions.! Pam: She did, But, she didn’t hear the opening for the really critical questions. CLICK
- Pam: When Suzanne heard, “they never listened!” - she needs to realize this is a flat assertion. It says ‘there are no exceptions!” --- hardly true. Rather than probing, Suzanne answered with a flat assertion I’ll always listen! Equally impossible a promise. Suzanne’s flat assertion is MEANINGLESS to the prospect. Clay: By meaningless, you mean that it tells the prospect nothing? Exactly – in fact, the questions you ask not the answers you have put you in the driver’s seat or control of the conversation. Clay: ( Check the chat area – comment or question to Pam) Pam: The prospect’s flat assertion was Suzanne’s chance to ask questions. CLICK
- Pam: Here are some ideas for replacing the flat assertion with questions – 1. more depth will come with another question 2. a slightly different angle: probe the flat assertion by surfacing when they did listen, 3. Uncover hidden obstacles early 4. communication styles may have been in conflict 5. timing could have been off … we’ll never know as these questions, and others, were not asked! CLICK
- Should we skip Clay????? Pam: (summing it up) Tip #1: The Five Most Important Questions (center and bold) Are the ones you did not ask! (With cool visual – types of questions) Clay: (in the chat) area ) Our next technique deals with the disgruntled customer. Listeners, What technique do you use to calm an angry/upset customer? CLICK
- Read answers for Pam to respond to … Clay: (comment on the quote) - Pam, I noticed the number of positives needed to overcome a negative experience has quadrupled! Any ideas why? Pam: (reply) I think the power of the ‘social media voice’ and influence of our ‘network friends’ amplifies the messages. We cannot un-anger the customer, but we can do a few things to handle it effectively. CLICK
- Pam: This technique really has universal application, but I chose to demonstrate it when you have an angry, upset customer. What is suggested is: (TIP #2) Make it Personal, but don’t take it personally Let’s find out more … CLICK
- Pam: Anger surfaces when your customer is experiencing dissatisfaction. The emotional reaction of the customer is aimed at telling you “they are fear they have or will lose something. “ Examples: Afraid of not being heard, or being taken advantage of, or worse being lied to. Fearful they may, suffer what a friend suffered … the list goes on. The source of their fear is not the issue. The point is that you need to let them vent their feelings without YOU taking it personally. This can be hard for a new sales person or customer service folks. But, understand, the customer is more than likely NOT talking about you per se. What they are trying to say is:” I have needs not met. Needs such as: a bruised ego, loss of control, lack feeling heard, and not feeling important!” Clay: What about bad language or an unrelenting rant? Pam answers: Neither is appropriate; realize that it is coming from a place of fear … so follow these next ideas to handle … CLICK
- Pam: your objective is to calm the customer so they can hear you … Acknowledge their emotions – “you’re angry!” What if I try to help? Reassure, “I will do everything in my power to make this right for you.” “Let’s start with, what happened?” Each of these statements/questions is staged to begin raising the person’s receptivity [ability to hear & think about what is said] by making them feel better. Clay: No solutions? Pam: not until you understand the situation! CLICK
- Pam: take a chance and ask the customer how they would like it resolved! Asking does not imply having to give them what they ask for, it means – I am listening, now let’s work it out! Clay – [read me some comments] Pam - comment … Let’s move forward with the third technique CLICK
- Pam: Technique #3 – Do your customer a favor --- Cross-sell! I mention this today, because I think cross-selling can make your customers feel very positive. Let me show you how.
- Clay: Polling question “What is your frequency of using cross-selling for your customers? - Always on my mind - I listen for my customer to ask me - Wish I was more confident to doing it more - I don’t’ do it, it feels too pushy Clay: display the responses, comment on the answers that come in. Pam can chime in. Pam: Let’s look at ways that cross-selling advantages your customers
- Pam: Sales people often see cross-selling as self-serving , and thus feel awkward engaging in the practice. Others are not sure how or when it is appropriate. All reasonable concerns, but they should not stop you from cross-selling. 1st, there are advantages that your customers know – [enumerate] They know you It is efficient as you are already in the conversation The rapport you share makes it easier Your approach should SCREAM: You are looking out for your customer; enriches the relationship Pam: How to make this happen … CLUCK
- Pam: to make cross-selling work – you have to do your homework Know your customer to know when to introduce, what to introduce, etc Know the products and services and how they complement each other 3. You have to listen for needs expressed, openings to segue into introducing something else. Clay: what should I be listening for? Pam: a. issues related to the solution discussed; for example: a statement in response to, What other issues should I know about? And they say, the IT area could use this and MORE … before you know it … there is an additional opportunity on the table What is harmful about that? NOTHING Pam: Another suggestion is to work on your wording … CLICK
- Pam: how we say things counts as much or more than what we say. What is given here are merely ideas, a launching point. If need be, practice with a colleague if you are really new to sales. Otherwise, as you prepare for your sales call … review what might be eligible for cross-selling to that particular client/customer. Pam: tips to make this work [CLICK]
- Pam: As our listeners look over these last tips … Clay, I would like to answer a couple more questions before we close. After questions w/answers … Pam: to summarize .CLICK
- Pam: - questions almost always trump talking - personal really matters, goes to feelings - cross-selling does benefit your customers! Clay: [close and move to the workshop info]
- Clay … Thank you, Pam …