2. In this presentation you will learn:
◦ How to develop and maintain good relationships
with your customers.
◦ How important it is to know your product.
◦ How to handle angry customers and how to handle
mistakes.
◦ The importance of thanking your customer and how
to get them to buy from you again.
◦ Other tips about being a successful salesperson.
3. Almost all sales are about one thing:
RELATIONSHIPS
◦ Building a good relationship with your customers,
whether it’s the first time you’ve introduced
yourself to them or the fiftieth time you’ve seen
them!
4. It’s important to keep a few things in mind
when building relationships with customers:
◦ Be friendly
◦ Be respectful
◦ Make small talk
◦ Show you care
5. Don’t immediately dive into a sales pitch.
Look around the person’s environment and
try to pick out an interest or hobby the
person could have and comment on it.
◦ Example: If you see a sports team banner or sign on
a customer’s wall make a comment to the customer
about it.
◦ Or if you see a customer wearing a watch with a
popular cartoon character on it make a comment
about it.
◦ This shows them you show interest in them as a
person not just as a transaction.
6. The first sale can often times be the hardest.
Once you get the first sale always double or
triple check to make sure it is accurate.
THANK THE CUSTOMER.
◦ Show the customer how much you appreciate them
giving you the sale instead of a competitor.
◦ Follow up with the customer if possible to see if
everything worked out okay and see if they need
anything else.
7. What does this mean?
◦ In today’s market most products can be bought
from multiple locations.
◦ What makes people come buy it from you?
SIMPLE: IT’S YOU!
8. Know what you are selling:
◦ Know the Pros and Cons.
◦ Try to personalize it by using the product yourself!
◦ If you don’t believe in the product the customer
WILL know.
9. Always look for new updates or products.
Never think that you know it all, because you
never will.
Collaborate with other salespeople in order to
learn other strategies and acquire additional
knowledge.
READ as much information as possible about
the product you are selling.
10. If you don’t know the answer to a question
it’s simple: ASK SOMEONE WHO DOES!
◦ The customer will respect you more if you ask
questions and find out the correct answer, rather
then make up something that is incorrect.
11. Suggest add-ons to the customer
◦ Not only is it good for business, the customer will
thank you later when they don’t have to come back
and pick up something they didn’t get.
◦ Goes back to knowing your product
Know what else the customer can use with the product.
For example: When selling a bicycle offer a helmet for
safety, the customer might not be thinking of this item
at this particular time but will need it later.
12. Most angry customers just want to be heard.
◦ Let them explain the situation to you, as long as
they don’t get out of hand have them finish the
story before you proceed.
◦ Show sympathy, let the customer know that you
care about their situation (goes back to building
relationships!)
◦ Find a solution
Sometimes the smallest gestures go a long way
13. Everyone makes mistakes.
When you make a mistake own up to it.
◦ The customer will respect you a lot more if you
admit to the mistake instead of trying to put the
blame on someone else.
◦ Then do everything you can to fix the mistake and
make the customer happy.
14. Always thank the customer
◦ It lets them know that you appreciate their
business.
◦ Do it with a smile, only a sincere thank you will be
beneficial in the long run.
◦ Invite them back!
Whether it’s “Come see us again!” or “If you need
anything else just let us know!”
15. Customers like to feel important and be
remembered.
◦ Remember their name.
◦ Remember what they purchased in the past.
◦ Follow up on any other small talk that may have
occurred previously.
For example, ask a customer: “I remember you telling
me you just got a new dog, how’s the dog doing?”
16. Be careful what you say and how you say it.
◦ Make sure the language you use is appropriate and
non-offensive.
◦ Jokes and having fun can have a positive impact but
keep it clean and appropriate.
◦ Being pushy and forceful can be overwhelming to a
customer and cause them to not want to buy from
you.
17. Attitude and presentation can make a big
impression on a customer.
◦ Always look professional and put together.
◦ Always treat the customer with respect.
◦ Always give the customer your full attention.
Keep all cell phones and other distractions away when
speaking with a customer.
This shows the customer that they are important.
18. If you tell a customer you are going to do
something, MAKE SURE YOU DO IT!
◦ Always follow-up on conversations.
◦ If you tell a customer you will call them, make sure
you do.
◦ Your goal should be to have the customer say, “I
deal with salesperson Joe Bob because they ALWAYS
take care of me no matter what!”
