Sales & Service Tip Of The Week

Do you miss selling opportunities?  Why?  Has the customer already agreed to make a purchase decision but hasn’t informed you as yet?  You must prepare yourself mentally to close sales, like doing exercises or calisthenics.  Expect to close – it’s the name of the game and why you are there.  Have confidence in your ability to close – your tone, body language and “personal vibes” transmit this belief.  You must want to close – it’s a desire you have, a burning urge to succeed.  Close the sale – it’s your job as a sales and service professional.  Make no excuses!

Throughout your interaction the customer sends you many positive signals, which can occur anytime.  These are called buying signals, indicating the customer has reached a decision and is at the end of the buying process.  Buying signals could be questions, comments, verbal and nonverbal.  For instance sayings such as, “that’s interesting,” or “I like that,” or “that’s what we want” could signal that the customer has reached a decision.  Questions like, “when can you deliver,” or “what’s the cost again,” or “what’s the guarantee,” may indicate that the customer is ready to buy.  So be aware of buying signals and how they lead to an order.  Be prepared for a “trial close.”

Sales & Service Tip Of The Week

What “A” are we on?  Last week we finished up Step 4 – Answer Objections.  Now we’re ready for Step 5 – Always Be Closing when the customer agrees to buy.  This is the step that “makes or breaks it” with the customer.  The moment of truth is here.  This step or moment is what separates sales and service professionals from being merely conversationalists.  You have “paid the price” and the customer is “ready” to buy.  When you keep the selling process in harmony with the buying process the close is logical.  It almost becomes automatic!  When you think about it what’s left?  The customer has progressed through his/her thought process and has committed to buy.

Unfortunately, the customer may not say anything unless you ask first.  So, keep your focus and be prepared to ask for the order.  This small step can produce huge dividends but is often lacking in many salespeople today, which leads to missed opportunities.  Always visualize the close the moment you Approach your customers and be prepared to close in any of the first four steps.  It’s an exhilarating experience!

Sales & Service Tip Of The Week

Let’s pick up where we left off last week.  Here’s an example to help you master answering objections, using the R-PAST method.

Objection:  “I’m still waiting on a part to finish up this repair.”

Restate:       “You mean you still haven’t received that part yet?”

Probe:          “When did you order from parts?  What did they say?  Can you use another brand?  If I can find the right replacement, will you take it?”

Answer:        “We didn’t mean to hold you up on this, I’m sorry you had to wait.  I can help you with this and know how to bring a solution to your concerns.

Support:        “I’m confident this replacement will take care of your problems.  All of us here are certified in recommending the right part and how to use properly, so you don’t have to worry about it.”

Trial close:    “That should take care of it.  Can we go ahead and get it in?  Is there anything else you need today?  Again, sorry for the wait.”

 
There now.  See how easy it is!  Remember, objections can occur anywhere in the sale.  It’s all based on your interaction and the customer’s interest in what you’re offering.  You should look forward to and welcome objections.  You learn the customer’s thinking and are better able to qualify, which leads to a sale quicker.  Perfect the R-PAST method as a sales and service professional.

Sales & Service Tip Of The Week

Over time most sales and service professionals find that they receive the same objections.  How about you?  Do you have a response developed for each one?  You should!  Most salespeople quit selling and interacting after receiving an objection, which creates tension in a relationship.  The key is to treat each objection as an opportunity to close.  That’s right, like a buying signal which “triggers” your instincts to go for a trial close.  Try this method as a better means in handling objections.  It’s called the R-PAST method:

Restate – relate as a question and “toss” it right back to the customer.

Probe – keep interacting by asking questions.  Uncover the facts before responding first.

Answer – answer the objection.  Don’t bluff, find out if you don’t know.

Support – immediately summarize on agreed benefits to back up your answer.

Trial close – ask for the order, get agreement or action, go for it!

As you document and develop responses using R-PAST, you’ll be more comfortable and will develop desirable habits.  It’s all part of getting in the “habit of selling.”  Now, start developing answers to your objections using the R-PAST method.

Sales & Service Tip Of The Week

How did last week go in handling complaints?  Didn’t have any?  That’s great!  Now, let’s continue with step four – Answer Objections, another sales opportunity for you to close.  That’s right, close!  This may be the “first clue” as to the customer’s thought process and surfaces where the person is in the buying process.  The customer may be ready to buy.  All you have to do is to get the person to act upon it.  Why do customers have objections?  Maybe the customer doesn’t know something and is asking for clarification.  Or, the person is confused and misunderstands what is said.  The customer could be making an excuse and possibly objecting out of habit.  Or, maybe the customer has “legitimate concerns” before proceeding.  Your job is to find the answers as to the “whys” and persuade the customer to buy.  If they don’t buy from you, they’ll buy from your competitor.  Either way, a sale is made.  Objections are a natural part of the selling process.  Don’t we ask questions of our customers?  Can’t they ask questions of us?  Sure they can!  Start documenting your objections for the week.  Next week we’ll unfold a method of responding and answering objections.

Sales & Service Tip Of The Week

Did you have another good week?  Are you all “refreshed” after reviewing the sales and service tips from previous weeks?  Did you do your homework and come up with a list of complaints?  Good!  Now lets review a checklist for handling complaints as a sales and service professional.

Listen…Be calm.  Don’t add “fuel to the fire” by yelling back to the customer.

Don’t interrupt.  Let angry person “blow off steam.”  Sometimes, saying nothing “douses the flames.”

Apologize for the inconvenience.  Appealing to emotion and having “empathy” for the customer’s viewpoint eases the situation.

Assure customer you will answer to person’s satisfaction.  But, don’t make promises that can’t be fulfilled.

Answer the complaint.  Rebuild your customer relations.

If you cannot answer, seek help.  Be sure the customer is satisfied.

Swing back to selling.  Ask if there’s anything else you can do for the customer.

 
When you answer a complaint this impacts your future business with the customer!  How?  You’ve exceeded the person’s expectation and have created further loyalty, which keeps the customer coming back.  Remember, never take customer complaints personally, as they are not attacking you as a person, but what they are trying to receive or purchase from you.  Keep your focus.  Swallow your pride and serve your customers properly.  It’s your job.

Sales & Service Tip Of The Week

Who knows the 6 A’s?  Come on, let’s go – repeat after me:  Approach, Analysis, Active Presentation, Answer Objections, Always Be Closing, and number six, Apply Service.  Start right now committing these to memory and be ready to apply the A’s to the sales opportunities that exist around you.  Incidentally, how’s business?  Are sales improving?  You may want to go back to week one and review quickly the previous tips as a “refresher” and to begin anew.  Now we’re ready to move to the next “A”, the fourth “A”, remember?  Step four is Answer Objections, where you want to gain the customer’s conviction and eliminate any doubt of why they should buy.  Answering objections is another sales fundamental that is developed and mastered.  How much of your business is handling complaints?  Answering objections is similar to complaints, however, let’s present them separately to try to further help (or confuse!) you.  Look for the checklist on handling complaints in next week’s tips.  Now, make a list of the complaints you have received and don’t forget to “refresh” yourself!