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This Sales Training Course is unlike most, in that it uses Behavioural Psychology to put the customer’s needs first.
This course focuses on the customer’s viewpoint. By completing this course, you will be able to maximise your existing sales skills. This course covers three main areas based on the acronym ASK – Attract, Serve and Keep.
It is important to be of service to your customer rather than just sell them stuff. Look at things from the customer’s point of view.
In any sales situation, it is important to manage the expectations of the customer. This course is about your customer and their needs throughout the sales process.
We are professional salespeople whose job is to exchange products and services for cash. Customers should not have to participate in the jargon of salesmanship.
Find out what people do not like about salespeople, like being pushy or scripted. Learn what makes a good salesperson like enthusiasm.
Any business must address four fundamental issues to stay in business, they must make money, save money, save time, and comply with the law.
As businesses became more sophisticated over the years, so did the customer. Sales became a numbers game and customers became at odds with salespeople.
You must be sure you are targeting the right people to become your customers. A good place to start identifying new customers is by looking at your current clients. Build a profile for your ideal customer otherwise known as an avatar.
The customer is on a journey, a sale is rarely a standalone event, the customer goes from unaware to informed, to interested, to desire, to acting.
We are going to look at the sales process in broad terms and understand the customer at each point and the ASK acronym will help us to understand the chronological order of that sales process.
There are crucial differences between sales and marketing. Fundamentally marketing as a function provides leads for the sales team to follow up on.
In common sales lingo, “the hunter” is a typical salesperson charged with bringing in new customers to the organisation.
Word of mouth can be the most powerful advertising tool so use a tangible referral system to encourage new customers.
Know your customer’s preferences such as being referred by someone they know and trust, or meeting an appropriate contact through networking.
A salesperson should exhaust their most likely target audience before moving on to the next network of customers.
Serve the customer by adopting a service mentality so that customers more easily trust you and are more likely to recommend you.
The DMU is based on the fact that rarely does a planned purchase happen without input from other interested parties.
What customers want you to know is that they seek value. Value is not just about price as we know customers are willing to pay more for high-end designer items.
You will need to identify what questions to ask, it is best not to use a statutory list or instead use relationship building questions in between.
Make sure you understand the customer’s meaning. Get an understanding of how to engage your customer with this conversation example.
What really annoys customers is how salespeople rely on brochures, expecting the brochure to do much of the selling for them.
A Kit Bag contains post-meeting gold including postcards to send to potential customers after you have met with them.
Too many salespeople leave it to the customer to come back on their own, the customer may forget to come back so it is up to the salesperson to follow up.
This next section is about keeping your customers, we must look after and nurture our customers by going the extra mile.
Customers want you to reassure them with your authority. Here are some examples for reassurance and conveying authority.
Once the purchase has occurred you should recognise a shift in your relationship, cement your existing trust by congratulating their purchase.
We want our existing customers to keep buying from us. Maintain and nurture that client relationship.
Referrals account for a large percentage of new business. Potential customers like receiving referrals and existing customers actually like giving referrals too.
One last piece of advice, always assume your customers can hear what you are saying about them, this will change your attitude around your customers.
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