The art of closing the sale!
Chapter 2 – Closing a Sale Psychology
We learn more wisdom from failure than from success
We often discover what works
by finding out things
that don’t work and perhaps people who never.
Mistakes won’t do it. – Samuel Smiles
Closing the sale is always the hardest part
and the part that salespeople hate the most.
They often do so reluctantly.
They are paralyzed and out of control during the customer buying process.
Customers often don’t like
when they have to make a buying decision.
As the salesman gets closer to the final stage of the sale,
the more nervous he becomes.
The job of a sales professional is to set up the sales pitch
so that the closing can flow smoothly
and the sale is completed.
The ending is like a “pop” in the last stage of the conversation
between the seller and the buyer.
You must establish a good relationship,
identify a need,
present the product,
and handle objections.
You can then complete the transaction
and receive the order.
As this final bump approaches,
your task is to get the customer through this section
as quickly as possible.
“Only a life lived in the service to others is worth living.” – Albert Einstein
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DON’T SAY LONG
There is a story about a gentleman
who called his doctor and said, “Bill,
I have a tooth that is wobbly and about to fall out.
I would like to ask how much does it cost to extract a tooth now?”
The dentist friend replied,
“Jack, it’s 80 dollars.
And it will take about 1 minute.”
“80$ for 1”? Jack exclaimed.
“Too much money for a moment.”
“All right, Jack,” replied the dentist.
“If you’re wondering about the time,
I can make it last as long as you want.”
“Well done is better than well said.” – Benjamin Franklin
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PERFORMANCE SMALL AND LESS PAIN
Your job is to get through the closing as gently,
as quickly and as efficiently as possible.
To minimize stress for both sides,
you must proceed quickly and effectively.
There is always a stressful period at the end of the sales process.
To you, the salesperson,
the closing stage represents your efforts best.
You will be very stressed
because you think you may miss the opportunity to make a sale.
You start to feel stressed.
Heart beats intermittently.
Nerves constricted and throat dry.
Because you are asking the customer
to make a decision and he will probably say no.
All the thinking about closing a sale creates a terrible fear of failure.
The shorter the closing process, the less stress you will experience.
Gently help the customer through the closing process.
Once you’ve explained the product that excites the customer,
quickly complete the closing section
and move on to the details of the purchase.
“Revolve your world around the customer
and more customers will revolve around you.” – Heather Williams
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INTRODUCTION OF PRESENTATION ORDER
Plan your ending in advance.
Instead of planning to talk about the sale first,
plan the closing
and then the presentation.
Determine how to ask the customer to order
and then present the closing.
Start with the end.
Think about the closing first,
then go back to the beginning
and organize your presentation
so that it can move logically to the closing question.
Spend some time thinking about
when to ask customers to place an order
when they are sure they are fully informed and ready to buy.
Plan and practice closing skills
so you can do them even in your sleep.
The best sales professionals plan every word they say.
You should do the same.
Unprofessional salespeople
who always fail are always afraid to have
to give product presentations.
When it comes to asking customers to order,
their hearts pound,
their foreheads sweat,
and whatever words come out of their mouths.
They would then wiggle their fingers,
hoping and praying the client would agree.
Sales professionals always deliver their presentations fluently
and the closings are well prepared.
“Just having satisfied customers isn’t good enough anymore.
If you really want a booming business,
you have to create raving fans.”– Ken Blanchard
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SIX IMPORTANT ENDING REQUIREMENTS
1. You must be positive, enthusiastic, eager to finish.
The mood must be inspirational.
When it becomes clear to the prospect
that you have a genuine desire to make the sale,
that desire will have a positive effect on their behavior.
2. Understand customer requirements.
By asking questions and listening,
you’ll know exactly what your customers want
and need from your product.
3. Customers must understand your offer
and the value they get from your product or service.
They must clearly understand what the product can change
and enhance their life or work.
4. Customers must trust and love you.
It should be a good relationship and affection.
Moreover, customers must put their trust in your company
and believe they will promise you.
5. The customer must expect to benefit from your offer.
They must want what you sell.
It’s useless to try to close the sale
if the customer doesn’t really like the benefits your products
and services offer.
6. The product must be relevant to the customer,
ideal for their needs,
and that they can afford.
Must show the customer that this product
or service is relevant at the time
Once you’ve fulfilled the above six requirements,
you can confidently move on to the end.
If there is an incomplete part,
the customer will refuse to buy.
“People do not care how much you know
until they know how much you care.” – Teddy Roosevelt
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ENDING THE SALE TOO EARLY
Imagine you are looking at a popular vehicle.
You just stopped to look at the car for a while
when suddenly the salesman appeared and said:
“That’s the right choice, why don’t you buy it?”
In that situation,
you don’t know anything about the car
and the salesman doesn’t know anything about
you either he asks you to order
or buy the car
before you know anything about it.
Trying to close
before you have a solid understanding
of what you’re buying won’t awaken the urge to buy.
On the contrary,
you find yourself cheated
and the first thing you want is to go fast.
“People will forget what you said.
They will forget what you did.
But they will never forget how you made them feel.” – Maya Angelou
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AVOID PRESSURE
There are four factors you must consider
before asking a closing question:
First, the customer must want the product.
Second, the customer must need the product.
Third, the customer must be able to pay.
And fourth, customers can use
and enjoy the full value of your product or service.
If you offer to place an order
before the above four factors have been identified,
you will fail.
“Unless you love everybody,
you can’t sell anybody.” – Dicky Fox Jerry Maguire
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USE THE SILENCE STRATEGY AFTER THE FINDING QUESTION
The only pressure you’re allowed to use
as a professional salesperson is
to stay silent after asking the closing question.
After asking a question, you must be completely silent.
Don’t say a word.
Be quiet if necessary,
because whoever starts first loses.
In the past, the director of a large company considered buying
a computer system worth $750,000
to automate every aspect of his company.
The company participating in this bidding did a great job.
The salesperson established a relationship,
identified the customer’s requirements,
did a complete analysis,
checked every detail,
and prepared a complete outline for the customer to review.
They have arranged a final appointment
and the salesperson is getting very close to closing the sale.
The director of the client company once started his career in sales.
He was curious to see how the computer seller would close the sale
with a $750,000 order.
At the end of the presentation and discussion,
the director to his manager
and accountant presented the final details.
The salesman walked in with the engineer and the programmer.
They sat down and started.
When the salesman walks through the outline,
he explains how the product will be assembled,
what it will include,
the warranties and maintenance,
the support and services they provide,
the additional support pulse
and other details of the sale.
He gives the price and explains what it includes.
Finally, he said,
“If you are satisfied with what we have to offer,
if you accept this contract,
we will proceed immediately.”
He put a check mark near the sign,
put his pen on the contract,
and pushed it toward the director.
“The customer is why we are here.
If we take good care of them,
they’ll give us good reason to come back.” – Jenny McKenzie
************
SUCCESSFUL END
The director understood that the end had come.
He thought to himself,
“He’s going to use the silent closing tactic on me.”
He understood well what the salesman did,
so he pointed to the salesman and smiled.
The salesman and the manager were silent,
smiling at each other
and silent for 15 minutes.
No one spoke up.
The people there too,
all ready.
Finally, the director smiled,
took the pen and signed the contract.
At that moment,
both of them laughed.
And everyone laughed.
The tension was broken
and the deal was signed.
The pressure of silence after the closing question is always
the most powerful sales tactic you can use to close the deal.
But you have to stand your ground.
Once you’ve asked the closing question,
don’t “take it a step further”
by saying something more.
Please wait quietly for the customer’s response.
“Good service is good business.” — Siebel Ad
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RECEIVE THE SIGNAL OF BUYING
Customers often give a few common signs
that they are about to make a decision.
Relax and catch those signs as they appear.
These signs let you know it’s time
to ask a closing question.
“Sales without customer service is
like stuffing money into a pocket full of holes.” – David Tooman
**************
TALK FAST
Customers often start speaking faster.
They can become excited,
become more active and happy.
They made a decision
and the inner tension was broken.
Whenever a customer moves from a contemplative
or critical state to a positive and happy one,
you can continue to ask questions and close the sale.
“When you serve the customer better,
they always return on your investment.” – Kara Parlin
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SURPRISE FRIENDLY
The customer suddenly became friendly.
Students seem relaxed and comfortable
and may ask you personal
or intimate questions.
“How long have you been in this city?”
“Does your child go to school yet?”
“Do you want more coffee?”
Whenever you notice a customer’s friendliness,
you should respond in a friendly manner
and then ask a question.
“Thank you.
Give me another cup of coffee.
And by the way,
when do you need this product?”
“Customer service is about empathy.” – Chaz Van de Motter
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SEND CODE
Scratching the chin is also a sign that the customer
is coming to a decision.
When the client is deep in thought,
their hands will touch their chin and head down.
If you’re talking to a client
and they start scratching their chin,
stop talking.
They are thinking
and not listening to you.
If you keep saying will be noise in the room,
like a bee trying to get out of the room.
So keep absolute silence.
When the customer touches his chin,
he is processing your offer he thinks about buying
and selling products,
paying,
using,
products….
When he takes his hand off his chin,
his mind’s back
and you look him in the eye,
99% of the time,
he’ll decide to buy.
At this point,
smile and ask questions such as:
“When do you need the product?”
then sit still until confirmed.
“Customer service shouldn’t just be a department,
it should be the entire company.” – Tony Hsieh
**************
ASK QUESTIONS ABOUT PRICE, TERMS OF DELIVERY
The most common buying cue is
when a customer inquires about price,
terms or delivery.
“What is the exact price of this product?”
“What terms can I get when I buy this product?”
“If I buy, when will I receive the goods?”
When customers ask questions about pricing,
terms,
and delivery,
jump right to the end by asking about one of the three details
above that the customer didn’t mention.
For example, if a customer asks,
“What is the price of the product?”
Answer: “When do you need it?”
If the customer replies “by the end of the month”
then the purchase has been decided.
Remember the person asking the question is in control.
That is the key.
Try to answer one question with another question.
This helps you capture more information
and close the sale.
But most importantly,
it puts you in control of the trade.
Customer: “When will I receive the item?”
You: “How many products do you want to buy?”
If the customer gives you a specific number,
you are successful.
“Customer service is just a day in,
day out ongoing,
neverending,
unremitting,
persevering,
compassionate,
type of activity.” – Leon Gorman
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CHANGE YOUR ATTITUDE, SIGNATURE OR VOICE
Any noticeable change in attitude,
posture,
or tone of voice indicates that a customer is about
to make a purchase decision.
If they sit up straight or start counting numbers,
you can make sure it’s a buying cue by asking:
“By the way, when do you need this product?”
“Do you want me to proceed now?”
“How many products do you want to buy?”
“Do you want us to deliver the product to the office or to your home?”
If you see a customer change in attitude
or body language in any way such as moving in a chair,
getting feisty or becoming friendly,
understand the decision has been made
and ask questions for confirmation.
“A strong customer service culture can’t be copied.” – Jerry Fritz
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WHY ENDING IS HARD
Closing a sale is always the hardest
and most stressful for a few reasons.
The first reason is the seller’s fear of rejection.
Since childhood,
we have always been sensitive to how others treat us,
especially their approval or rejection.
This starts with our parents,
then goes to the boss and the customer.
As adults, we care about whether
or not others like and accept us.
The possibility of rejection makes us extremely stressed
and always find ways to avoid.
“A satisfied customer is
the best business strategy of all.” – Michael LeBoeuf
*****************
DISCLAIMER IS NOT A PERSONAL PROBLEM
When I first started out in the often stressful job of sales,
one experienced salesperson said something that changed my mind.
“Remember, whatever the customer says,
rejection is not a personal matter,” he said.
This is an important thing.
“Rejection is not a personal matter.”
Customers can’t turn you down as an individual
because they don’t know who you are
or what you sell.
Every customer responds
to a financial offer in a competitive society
where he has to outnumber those who want to sell to him.
When he says things like, “I don’t like,”
it’s not a denial of your abilities or personality.
It’s just a natural response to any purchase offer.
Every year, one-third of salespeople fail
because they can’t handle rejection as part of the business.
But the best sales professionals constantly remind themselves
that rejection is not personal
and won’t let it bother them.
“Customer experience is the next competitive battleground.
It’s where business is going to be won or lost.” – Tom Knighton
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FAILURE IS JUST FEEDBACK
The second reason closing sales is difficult is the fear of failure,
the fear that you’ve tried
and still haven’t succeeded.
It is the fear of losing time,
effort,
and even money,
the fear of investing energy
and emotions in customers
and then losing everything when they refuse.
Fear of failure
and fear of rejection are the two main reasons people fail in life.
Only when you overcome these two fears
will you realize your true competence
in both sales and other areas.
Always remind yourself that there is no such thing as failure,
it’s just feedback.
When you try to do something
and it doesn’t work,
learn from it and move on.
The two most powerful warriors are patience and time. ― Leo Tolstoy
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Overcome Fear
Ralph Waldo Emerson once wrote,
“Do the things that scare you and the fear goes away.”
It is one of the most important success principles.
The only way to get rid of fear is to do it.
Surely the fear will disappear.
Courage and cowardice are both habits.
You will be braver if you face your fear
instead of running away from it.
Mark Twain once said:
“Courage is not fearlessness;
it’s about controlling
and manipulating fear.”
“Customers don’t care about your policies.
Find and engage the need.
Tell the customer what you can do.” – Alice Sesay Pope
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MAKE A WOMAN IS THE WORK YOU WILL BE
Meeting a lot of customers will help you no longer be afraid of contact.
If you meet customers every day
and don’t really care whether their reaction is positive or negative,
eventually you will have no fear.
By facing your fear of failure and rejection,
you will form the habit of courage.
Then your career will take a big turn
and your sales will increase rapidly.
When you develop the habit of courage,
along with the ability to face your fear of failure
or rejection,
your life will be better.
You will surprise yourself.
Your confidence and self-esteem are also increased.
When you can improve yourself,
your sales results will also improve.
“If you are not moving closer to what you want in sales (or in life),
you probably aren’t doing enough asking.” – Jack Canfield
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WHY CUSTOMERS DON’T BUY
Fear of failure is also the main reason people don’t buy.
They are afraid of making mistakes,
afraid of buying the wrong product.
They fear paying too much
or being criticized
for making the wrong choice.
All customers have bought the wrong products
and they all hope they didn’t choose them.
They left them in the warehouse after purchase,
received no support
or service,
and regretted doing business with that company.
The rich think that building a fortune is a collective effort.
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SUCCESSFUL CUSTOMERS’ FAILS
When meeting a new customer,
you must understand that they have experienced difficulties
and challenges in sales.
Not only do you have to stimulate their desire
to buy your product,
but you also have to overcome all their fear of making bad decisions.
How many times have you heard customers say,
“I have to consult others before making a decision”?
Husbands will not buy a product
without consulting their wives and vice versa.
Directors do not approve the sale
until their superiors agree.
A lot of people cannot decide to buy without the consent
and acceptance of those around them.
That’s how clients deal with their fear of failure and rejection.
If you invest nothing,
the reward is worth little. ― Richelle E. Goodrich
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CUSTOMERS FEEL COMFORTABLE
The biggest difficulty with closing a sale is procrastination.
If people feel satisfied using a certain product
or service,
people will find it easier
to continue using them than to change.
They are used to the current way.
Maybe you have cheaper,
better products,
but the advantages
and benefits you offer are not enough for customers
to change their current habits.
For a customer to change from one product or service to another,
you must focus on the additional benefits
that will make them happy.
The appeal of the benefits will be large enough
to make customers accept the change.
You may have to go back a few times,
say it over and over,
and focus on the benefits and strengths of your offer for the customer
to finally accept the change.
Opportunity lies in the place where the complaints are. ― Jack Ma
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PURCHASING ALSO HAS PRESSURE
Another common difficulty is the stress of making a purchase decision.
Because that decision will include an irrevocable financial commitment,
limited freedom and flexibility for the client,
it is often a little stressful to come to a final decision.
If they feel stressed about making an important commitment,
they become nervous
and often avoid it by saying,
“Let me think about this more carefully.”
Because of the psychological barrier to closing,
both on your part and on the customer’s side,
you must be positive,
confident,
and professional in every step of the sale.
You have to be especially quick
when moving from closing the sale to the details.
When doing anything,
make the client feel comfortable saying “yes.”
Always find opportunities to make someone smile,
and to offer random acts of kindness in everyday life. ― Roy T. Bennett
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CUSTOMERS ALWAYS RIGHT
Never tell a customer that they are wrong or argue with them.
Never treat a sale as a battle that you must win.
Whatever your customers say about your product or service,
be comfortable and have fun.
Don’t say their review of the product is inaccurate but say:
“That’s a valuable comment,
ladies and gentlemen.
Many of our customers have similar concerns.
And this is how we solve this problem.”
There is a saying that says,
“If someone’s words are contrary to the wishes of others,
their opinion will not change.”
If you argue and overwhelm the customer
with sharp arguments,
the customer may nod in agreement
with you but still decide not to buy.
Instead of arguing about price or quality,
find a way to resolve the customer’s concerns.
Respond to customer objections in a way that makes them happy.
Show them they don’t have to worry about what they consider challenging.
A man who is a master of patience is a master of everything else. ― George Savile
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USING THANK YOU LETTER
The most powerful tool for overcoming customer objections
and concerns are thank-you letters from satisfied customers
who have had similar concerns.
Sometimes we call them compliments letters.
If you had a successful sale
and built a good rapport with the customer,
go back and ask them to write you a thank you letter.
Or you can write your own
and ask the client to sign the name.
In that thank you letter,
include common objections you often receive,
such as high prices and letting customers
Your customer writes a letter with the content:
Dear Brian!
When I first talked to him about the product,
I was very worried
because the price of the product is much higher
than other similar products available on the market.
But I still decided to buy
and I am really satisfied with it.
We feel the price is worth it for the outstanding features
and benefits we get from using your product.
Dear!
One lucky customer.
Show this letter to customers if they mention pricing.
The letter will remove their concerns.
Write in your heart that every day is the best day of the year. ― Ralph Waldo Emerson
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THANK YOU LETTER IS EVIDENCE
As a general rule, customers usually don’t mind what
you have to say about your products and services.
But as a salesperson,
you still have to actively talk about the products you sell.
But when someone else praises the product,
especially when they write it down,
it’s a valuable compliment.
A 3rd Person Compliment Letter is an effective way
to convince people of the benefits
and value of the product you sell.
That’s why they say,
“Sellers who don’t use compliments often have skinny kids.”
Life becomes easier and more beautiful
when we can see the good in other people. ― Roy T. Bennett
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SUGGESTIONS FOR YOUR OWN
A common mistake that needs to be avoided
is expressing opinions on personal issues with clients,
especially on issues of religion,
politics,
gender, etc.
Even if you understand the problem well
and the customer wants to talk about it,
stay neutral.
You can also nod in agreement
with the customer,
but don’t try to add fuel to the fire with your comments.
Instead, gently redirect the conversation about the product/service
with questions related
to the topic.
Please keep your opinions to yourself.
You are not rich until you have a rich heart. ― Roy T. Bennett
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ALWAYS PREPARED
Never criticize your opponent but do the opposite.
If your competition is mentioned in the conversation
and the customer asks,
“What do you think about ABC company?”
Please respond positively.
You might say, “Ladies and gentlemen,
ABC is a great company.
They have good products that have been around for a long time.
But we believe that our products are superior
to ABC’s in three particular respects.
Allow me to present.”
Then focus on promoting the value
and benefits of the products/services you sell,
but don’t say anything bad about your competitors’ products.
When you praise your competitors,
customers will judge you better than those who do the opposite.
Live life to the fullest, and focus on the positive. ― Matt Cameron
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DO NOT PROMISE
The final closing mistake that you need
to avoid is securing what you don’t have.
This will create promises you can’t keep.
It will overestimate your product,
saying that your product can do things that it really can’t.
Not long ago, due to false promises,
a female office equipment saleswoman lost a $10,000 order
with our company.
During the discussion of the machine’s functions,
our manager asked if the machine could make double-sided copying
and the employee assured that it could.
When we looked at the features more closely,
we didn’t see this functionality at all.
Salespeople didn’t spend enough time figuring out
what they were selling.
Not only did she miss an order,
but she also seriously damaged her reputation.
Don’t let this happen to you.
Money grows on the tree of persistence. — Japanese proverb
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ENDING DIFFICULTY
Another problem that makes closing a sale difficult is negative thinking,
This occurs when the salesperson determines from the outset
that the customer will not make a purchase.
He judges customers based on their attitude or appearance.
The visitor may not be fashionable
or well groomed.
Maybe the office
or office furniture is old and messy.
The salesperson immediately concluded
that this was not a lead
and would make no effort
to close the sale.
Remember the Law of Expectation says:
“Whatever you desire with confidence,
it is the prophet that will do what you want.”
Your desires affect those around you.
The wishes of others,
especially those you respect and admire,
greatly influence you.
Your desires determine your attitude,
and your attitude determines how you treat others.
Excellence is not a skill. It’s an attitude. — Ralph Marston
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WAIT FOR THE BEST
The law of hope is always waiting for the best.
Hope everyone will love you.
Expect people to love your products and services.
You can expect them to ask you tough questions
before agreeing to buy,
so let’s hope you succeed.
Infuse hope of good things into your sales activities
and people will treat you better…. just like you would expect.
You will also sell more products.
But if you make a mistake
when evaluating customers,
you will lose enthusiasm.
Your attitude will be like that of someone
who doesn’t believe in the sale
or the prospect’s ability to accept your purchase.
Customers will understand that attitude of yours and do as you predict.
They refuse to buy!
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HUGE RESULTS SOME ONE STARTS
I have a friend who specializes in HR services.
called an industrial building located in a warehouse complex and got there,
he found the company almost empty
with only one man sitting behind a desk in a small office in the back.
Doors.
My friend confidently knocked on the door
and introduced herself to the man there.
They started talking about his work,
he said that he works in the field of personnel supply.
Their mission is to find and recruit technical
and non-technical staff for industrial corporations.
His company can arrange personnel
for the positions of engineers,
technical staff, design staff, secretaries,
accountants and librarians.
They focus on manufacturing
and construction companies.
When you help others feel important,
you help yourself feel important too. — David J. Schwartz
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DON’T HAVE TO REPRESENT CUSTOMERS
The lone customer said,
“We haven’t done anything yet.
We just moved our office here from another place.
We are working on a big contract
and have big ambitions
but nothing is certain at the moment.
“If you want to call back in two weeks,
I’m still here.
Please stay in touch.
Maybe in the future,
we will support each other in our work.”
My friend does everything in a positive waiting attitude.
Every two weeks,
he called there
and when he was near the company he stopped in
and had a coffee together.
And every time he got the same answer.
The company is still waiting for the analysis of two major contracts.
Either way, my friend always treats customers well.
He provides information
and price list of his services.
He regularly visits customers
and keeps in touch by phone.
One day he walked in and the guest said,
“I was so glad to see you!
We just got a $50 million contract for design,
engineering and construction,
we have to hire 70 people for the next 60 days.
Can you help us?”
My friend is ready.
He received a commission of $200,000 for 60 days of rental
and staffing for this company.
From this contract,
he earned far more than two years of hard work.
Keeping a positive attitude towards potential customers is essential.
The best salespeople wonder what it would be like to be in the other person’s shoes.
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NOT GIVE UP
Lack of enthusiasm is another factor that hinders closing a sale.
Nothing can destroy a sale faster than a seller showing
no interest in making a sale.
A lack of enthusiasm is often the result of fatigue.
To be successful,
you must have energy.
You have to really want to close the sale
and really love what you do.
You must feel strongly
that your product will bring many benefits to the customer.
You have to be enthusiastic,
excited and have a passion to make your clients feel
that you want to work with them.
Never give up selling is a very hard job.
It drains tremendous strength.
A few hours of customer contact can be exhausting.
At the end of the day,
you can be completely exhausted.
So if you sell 5 days a week,
you should go to bed early.
Turn off the TV and lights
and go to bed at ten o’clock at night.
Get 8 hours of sleep during working days.
When you’re well-rested,
you’ll have enough energy to be ready
to perform to the best of your ability.
“Start working with your prospects as if they’ve already hired you.” –Jill Konrath
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CUSTOMERS FIRST
The ability to close the sale can be lost by dishonesty.
This often happens
when the seller is more concerned
with his commission than the benefit of the customer.
If the salesperson sees the customer
as a vault rather than a person in need of a service or product,
his tone,
body language,
and attitude will be different.
When salespeople think about roses,
customers will feel like a fish swimming
in front of a cat’s eyes.
Customers are very sensitive
and can pick up on changes
in the salesperson’s emotions.
Customers know
when you’re trying to help them
and when you’re trying to make a sale that benefits them.
When you put emphasis on what you can do for them,
orders and commissions naturally come in.
Become the person who would attract the results you seek. — Jim Cathcart
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DIFFRENT WAVE
A common stumbling block with closing a sale arises
when you notice a difference
between yourself and the customer.
The most important rule when selling is:
“There are many customers,
but not all of them are your customers.”
Sometimes, there can be positive
and negative reactions
between you and the customer.
That doesn’t mean there’s anything wrong with the two.
It’s simply your personality
and the client’s incompatibility.
One way or another,
there is still no harmony between the two.
No matter how much you try
to be pleasant and polite,
you still find it very difficult
to build a friendly relationship.
You are a man of knowledge
but you are talking to an uneducated person.
You can be an analytical person
while your interlocutor is focused on results.
Maybe you are a quick person
while the guest is too calm.
Great salespeople are relationship builders who provide value
and help their customers win. — Jeffrey Gitomer
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KEEP CUSTOMERS’ PAWS
If you see a difference between yourself
and your client,
don’t take it too seriously.
If you see this as a potential customer,
keep it for the company.
Instead of trying to build a relationship,
ask an “expert” in this area in the company
Please recommend someone who can get along with this client.
You’d be surprised at the number of sales you can keep
by passing a lead on to someone
who can get along with them.
Our greatest asset is the customer!
Treat each customer as if they are the only one! — Laurice Leitao
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GROUP SALES PRACTICE
A lot of companies use the team selling method.
Customers cannot go before talking
to at least two sales people.
When the salesman sees no chance of success,
he quickly withdraws
and asks the customer to speak to someone
who “knows more about the product than I do.”
Team Selling is a Method used
when there is a difference or contradiction in personality.
Sometimes, customers don’t like salespeople and salespeople realize it.
Maybe the salesperson doesn’t like his customers
and can’t make the sale.
Sometimes, older customers don’t like younger salespeople,
or female customers don’t like female salespeople.
Be quick and nimble when you
and your client don’t get along
and try to keep the sale for the company.
Courteous treatment will make a customer a walking advertisement. — James Cash
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ADVANCE IS NEEDED
There’s one very important thing about selling:
You can’t sell to someone you don’t like.
If you don’t really love and care about your customers
and don’t really want to help them improve their work
or improve their lives,
you won’t be able to sell to them.
No matter how hard you try
or how friendly you are,
there is something negative in your attitude
that customers can recognize.
Whenever you notice a lack of harmony with a client,
consider it an inevitable part of life.
If you’re in the retail environment,
give yourself some comfort
and come back with someone better suited to the customer.
If you come into contact
with a customer and feel uncomfortable,
ask the client to let you introduce
“Someone who knows more than me”.
Put your personal ego aside.
Focus on helping customers solve their problems
or meet their needs by finding the right person.
That is the hallmark of a professional salesperson.
When you have complete control over your mind
and are sure the customer will agree to buy,
you can overcome the final big hurdle,
which is dealing with objections.
If you make a sale, you can make a living.
If you make an investment of time and good service in a customer,
you can make a fortune. — Jim Rohn
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PRACTICAL EXERCISE
1. Analyze your customers;
What do the best customers have in common?
How can you spend more time with customers like them?
2. Identify your main competitors
and find three advantages your products have over theirs;
clearly present to customers
when it comes to competitors.
3. Overcome the fear of rejection by facing the fear repeatedly;
The more times you do it,
the more you will understand that rejection is not a personal matter.
4. Get rid of the fear of failure
by doing what you fear;
act as if it never fails.
5. Expect the best in every situation,
treat customers
as if they could buy a product for millions of dollars.
6. Ask satisfied customers to write letters of praise;
Always carry the letter with you
and give it to the customer to relieve anxiety.
7. Identify the big fears that prevent customers from making a purchase
and find ways to neutralize those fears.
Winning yourself is much more than winning a battle.
That victory is yours.
No one can take this victory from you,
angels
or demons,
heaven or hell. – Gautama Buddha
