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Growing Your Business Through Referrals
The document outlines a training program by Alice Heiman focused on growing business through customer referrals. It emphasizes the importance of satisfied customers, provides strategies for obtaining referrals, and includes worksheets for setting referral goals and practicing referral requests. Key points include the need to ask for referrals consistently, provide outstanding service, and engage satisfied customers to leverage their positive experiences.
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Growing Your Business Through Referrals
- 1. Growing Your Business Through Referrals SalesSuccess Training with Alice Heiman @AliceHeiman
- 2. More Referrals! Growing YourBusiness Through Referrals
- 3. Agenda 1. Getting morereferrals 2. Your referral goals 3. How to get referrals 4. Asking for referrals
- 4. What’s the easiest businessyou will ever get?
- 5. More business froma satisfied customer.
- 6. What’s the nexteasiest business you can get?
- 7.
- 8. Why are new customerreferrals so important?
- 9. Why is yourgoal?
- 10. How many referrals doyou need to ask for in order to make your goal?
- 11. Are you asking yourfriends and family?
- 12. How often doyou ask customers for referrals?
- 13. Worksheet Your Referral Goals Whatis your monthly referral goal? ______ How many referrals do you need to ask for to reach your goal? Daily ______ Weekly ______ Monthly ______ Annually ______
- 14. Survey Says: “If askedover 80% of satisfied customers would give referrals.”
- 15. Survey Says: “Customers willing togive referrals say they get asked less than 4% of the time.”
- 16. So, why notask for referrals?
- 17. How do youget referrals? 1. Provide Outstanding Service 2. Make sure your customers are satisfied 3. Ask satisfied customers for referrals
- 18.
- 19. You get satisfied customersby providing outstanding service.
- 20. Worksheet What Does Outstanding ServiceLook Like? Outstanding Service:
- 21.
- 22.
- 23.
- 24.
- 25.
- 26. How do youknow if a customer is satisfied?
- 27. Worksheet Signs a customeris Satisfied Signs of Satisfaction:
- 28. Now it’s timeto ask for the referral
- 29. Complete thetransaction Confirm there are no additional needs Confirm they are satisfied Thank the customer Ask for the referral Ask for the Referral
- 30. What do yousay to get customers to make a referral?
- 31. Sample Referral Question “Weappreciate your business. We’d love to help give your colleagues increase sales. Who do you know that could benefit from our sales coaching?” “Would you be so kind as to make an introduction.”
- 32. Worksheet Referral Questions Think of3 customers you could ask for a referral tomorrow. Customers Name: __________________________________ What would you say: ________________________________ __________________________________________________ Customers Name: __________________________________ What would you say: ________________________________ __________________________________________________ Customers Name: __________________________________ What would you say: ________________________________ __________________________________________________
- 33. Ask someoneon your team to practice with you. Tell them the about the customer you intend to ask for a referral and how the customer might respond. Role play using the words you chose on the previous worksheet. Practice
- 34. Great referral sourcesare loyal customers who have benefited from their purchase and will tell others about their experience. We love your company!
- 35. Referrals growbusiness Outstanding service produces satisfied customers Satisfied customers give referrals when asked You have to ask for the referral Summary
- 36. What will you committo do differently as a result of this training?
- 37. For training andsales tips visit www.aliceheiman.com 775-852-5020 Sales Success Training with Alice Heiman @AliceHeiman /In/AliceHeiman.com
Editor's Notes
- #7 Repeat business is the easiest.
- #8 Repeat business is the easiest.
- #9 That’s how we grow our business. It is the most cost effective way to grow a business.
- #10 That’s how we grow our business. It is the most cost effective way to grow a business.
- #11 How often do you lose a deal and not know why. More than likely it’s because you didn’t uncover an objection. In my early days at MHI – sent on a sales call with a large text book company – thought I was the best salesrep to go because I use to be a teacher and I knew a lot about text books. I had done all my homework, prepared for the sales call
- #13 My objective is to have you walk away with a clear process for handling objections and a format you can use to prepare to handle objections on each sales call so you can close more deals. Why do we have trouble with objections – because we want everyone to like us. Wants in person, I offer online
- #17 Ask them to give some reasons why they don’t ask for referrals. Chart the reasons.
- #22 Don’t be quick to assume you understand. Confirm your understanding of the objection by asking a clarifying question that helps you get more information about their objection. Don’t answer until you fully understand their concerns.
- #24 Answer objections with the appropriate solution. You are prepared to answer their objection with at least one appropriate solution since you have already thought about possible objections and solutions prior to your sales call.
- #25 Confirm that your solution covers their objection. If you have offered them an explanation or solution, you need to make sure that the resolution you offered meets their need. If it does Great! If not, you need to go back and make sure you understood the objection and offer an acceptable solution.
- #26 Confirm that your solution covers their objection. If you have offered them an explanation or solution, you need to make sure that the resolution you offered meets their need. If it does Great! If not, you need to go back and make sure you understood the objection and offer an acceptable solution.
- #27 Qualified leads are easier to close because there are less objections. To avoid objections you have to do two things – build relationships and qualify leads
- #28 Pick two questions to practice with your partner.
- #29 You always want to be prepared to ask questions about an objection. Here are some examples of questions I might ask if a prospect told me the price was too high. Choose the best question for your situation.
- #34 Let them practice. Wrap up by asking if they are comfortable asking that.