Find Common Ground – The first step is building rapport with your client or customer. The normal ritual to beginning the sales process is “small talk”. How are you today? Nice day outside etc… In the building rapport phase, seek common ground with your client. For example, maybe they are wearing a logo golf shirt from a course you know and have played before – start talking golf! Or perhaps in conversation you learn that you are both from the same part of the country. Even something as common as both of you being parents is a great starter for establishing common ground. This is important because now they view you as a person and not a salesperson. (Note: “How may I help you” is forbidden language)
Ask Open ended questions – To determine exactly what they are looking for ask a series of open ended questions. Open ended questions are questions that require the client to speak in detail and not be able to answer with one word like a “yes” or “no”. An example of a closed ended question would be “Are you looking for a widget that you can use every day?” as opposed to the open ended question of “Tell me how you are planning to use your widget”. Open ended questions does just as the term suggests, it gets your client to open up. This allows you to learn about their specific needs and potential underlying objections.
Repeat Repeat – Repeat back to the client what they are telling you. This shows that you are listening to their needs and it also gives you the opportunity to find solutions to their objections. Your client wants to hear that you are paying attention and that what they are saying is important.
Be Honest – Above all else, be honest with them. If you cannot special order the purple widget for the same price as the pink, tell them that and tell them exactly why the price will be different. Explain the product warranty properly. Let them know the limitations as well as the benefits. Being honest will not only close more sales but it will lead to many more referrals and satisfied clients.
Ask for the order – This one separates the top producers from the field, closing the sale. Once you have successfully completed steps 1-4 there should be no reason for the customer not to buy. Ask them for the order, if they say no it is up to you to determine where you fell short in the process. Don’t give up, the answer is there!
Information provided courtesty of Rick Docekal at ArrowUp Consulting. ArrowUp provides consulting on business growth, sales production and operational expense control. Visit the Founder’s website at http://www.rickdocekal.com to see what ArrowUp Consulting can do for your large or small business using the ArrowUp System.
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