I have always believed that the key to running a successful sales team in any business is that above all else, above the closing tactics, the qualification questions, above the call time, the appointments, the pitches, it comes down to one thing.
Was the prospects day made better having chatted with you?
If you consistently keep this in mind you’ll very quickly build a horde of raving fans who enjoy buying your product or service and who see you as a trusted advisor.
At the end of the day we are humans and above all else we consistently move towards the things and people we like and away from the things and people we don’t.
Comments like ‘How are you today?’ and ‘Isn’t the weather terrible today?’ don’t cut it. You have to drive deeper in the relationship.
I have developed a surefire 3 step method of making sure they leave the call much much better than when they joined you. It covers all the areas that you should speak of in each and every call to ensure you not only progress the relationship but also leave them buzzing.
Now this is the point that most sales trainer and customer advocates will say ‘You have to smile, provide some light humour, you have be empathatic to their situation, and you have to present your product in a good light.’ Ha if only it was that simple anymore.
The truth is that customers have become more knowledgeable, they have more choice and they have the ability to respond and comment far easier than ever before.
So what’s the 3 surefire ways to make their day:
1) Build Rapport using FORMS, Maintain Rapport using MPLC.
2) Develop their Need through SPINS.
3) Demonstrate Competency both Company and Individual.
Let me give you a brief outline of each. For further information check out my website where a full description is available.
OK so firstly Building Rapport using FORMS. FORMS is a questioning technique that jogs your memory about what to ask your prospect. Family, Occupation, Recreation, Money and Motivation and Sports or Specific questions. Forms builds rapport so your ready to build depth.
Maintain Rapport using Match, Pace, Lead and Test. This technique is great to ensure you establish, build and maintain rapport right the way through the call. I won’t explain the process in detail but a google search will bring up loads of details about the process. Rapport is vital.
Developing their needs for your product or service is often the missing link in sales, far too often misguided sales people focus on talking about their products or service features and forget that the clients is taking everything you say and relating it to what they want. If you find this out, even when they aren’t sure what it is, and then systematically develop that need to such a level that they almost see it clearly then you have successfully developed the need.
For those of you that use SPIN selling I cannot recommend it too highly, if you aren’t familiar and are selling a value product the get on Amazon and buy it.
Demonstrating competency is not just on your part, the company must also show it is up to the task, giving clients the confidence and certainty to move forward is key in the part. Your marketing, websites, brochures, videos should all show a consistent message which you also must demonstrate throughout the sales process.
The only reason someone will ever say No to your sales pitch is when one of the three are missing. You didn’t build relationship, find a need or demonstrate competency.
Do these and the client will hang up the phone with a smile and the day will be all the better for it.
So if you’re making calls keep this in mind. If you build a base of raving fans that feel better when they hang up than when they did when they picked up you’ll watch your results skyrocket.
Live with passion,
Here’s a list of statements that will catapult the power of your sales ability. If I were you I would use these all the time to win people my my way I thinking.
I’m sure you’ll agree that when I say this the brain naturally agrees with whatever I am saying. The bottom line is I want you to help me help you. Because I can guarantee this will be 100% better for you, and I am sure you can see the benefits of using this kind of language. How does that sound so far?
Let’s be realistic, if you don’t use these statements you will be disadvantaged against the guy standing beside you that knows them.
Can I make a suggestion? Read through all the standardised statements at least 10 times, print them out and put them infront of you, try to use them, I strongly recommend this because repetition and having them in your face is the best way to learn them. Always remember that you can use these over and over again, you have over 35 different statements.
At one of the drilling mornings we’ll be running through all of these so make sure you have read them before, I am sure you will agree that it’s in your best interests. That’s not a problem if you don’t understand any just ask me for examples of how to use these.
Hopefully from the above paragraphs you will get an idea of how easy it is you use these. So would you like to go ahead with this?
Here they are:
Can I make a suggestion?
Can you do something for me?
Can you see the benefits?
Do you think this would be good for you?
Help me to help you….
How does that sound?
I am sure that you would agree with me….
I guarantee this will be 100% better for you….
I know you don’t know but if you did?
I strongly recommend this….
I’m sure that you’d agree with me.If I were you….
If it kills me?
Let me put it this way….
Lets do this….
Lets get realistic
On the basis ____________ will you _____________
On the basis that you’re 100% happy…
Please be well aware….
So would you like to go ahead with that?
Tell me in detail….
That’s not a problem
The benefits of this are….
This is not only a suggestion, it is your solution….
This will definitely be 100% better for you.
What are your main concerns?
What do I need to do to get this sale today?
When we come to that bridge we will cross it…
Which do you prefer….
You know this is going to be beneficial for you….
Live with Passion,
Research has been shown that approximately 8% of the message you deliver is in the words you say, that leaves 92% for all the other factors involved in communicating… We can therefore assume that if you master these other factors involved, your ability to both understand and listen to others would increase dramatically.
Subtext is the word we use for these other factors. Put simply it makes up all the other factors besides the words we use. It is where the true meaning or subtext of what others are saying is hidden. You may have heard that we never say exactly what we mean, this is simply saying there is a deeper meaning in everything.
The trick to communication is finding this deeper meaning, discovering the real subtext amongst all the fear and ego.
Once you discover the subtext you can truly support your clients to the solution that is right for them… So next time you’re listening to a client, your family or anyone for that matter, read their subtext and then use it to your best advantage…
Live with passion,
Comments that are based on your product being better than the competitions will generally attract argument from your prospect or suspect. Each product is, was and always shall be attracted by the unique individual searching for that product. To try and change their mind or force them to buy your product is simply manipulation.
The only strategy you should employ is building a relationship and educating them of your products benefits. They will eventually discover the benefits for themselves at an emotional level and turn to your product.
Adapt your thinking about competition. It should be seen as a positive that evolves your product and systems as unique and makes life easier for all of us…
Some points to ponder…
* Customer Satisfaction is not enough… You must delight them
* Make it as easy as possible to buy from you
* The most important three letter word in business… ASK
* The focus of sales is to get advances
* The second most important three letter word in business… FUN
* Who is doing the talking…
* WIIFM… The most important radio station. (What’s In It For Me)
* People don’t buy from a company they buy from you…
* Don’t close a sale, open a relationship
* Focus on Purpose
* Remember the power of testimonials
* You have two ears and one mouth, use them in that order.
* Consumerism has been a venture in variety and innovation
* Research outside your industry
Live with passion,
There really is no simple way to do this, you must overcome your fear and just do it.
The process is simple:
Walk up and stand as part of the group, always choose the person who is speaking to stand beside if possible, this will place you right in the action from the start. It will also announce you as having arrived and wanting to introduce yourself. Remember at this stage everyone probably thinks you know someone in the group, so you don’t look out of place.
Wait for a natural break in the conversation (this will normally happen immediately) then simply step forward and say “Hi I’m Tommy Tucker”. As you shake hands, look that person in the eye.
Work your way around the entire group, handing out a business card to everyone you meet and getting their card. (You may have to shake hands and then pass the cards around if you have many people to meet.) Then simply direct the conversation by asking what everyone does for a living and explaining what you do for a living. Remember it is not how many you know but how many that know you and know what you do… This is an art but none the less very important.
Live with passion,