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.
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!
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
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.
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.
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!
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.
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.
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.
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.
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
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.
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!”
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?”
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.
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.
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!”