“Customer satisfaction has no value; customer loyalty is priceless “,
Jeffrey Gitomerqa
“Everyone wants to be successful in the sale, many do not, it’s not that they can not, it’s just that they do not know how.”
Marcel Arellano
“If you become Valuable, Memorable and Necessary, others will want to be part of you, they will want to connect with you”
Leonardo Da Vinci
“Confidence in yourself, is the first secret of Success”
Ralph Waldo Emerson
“You can not build trust in others until you believe in yourself”
“If you do not trust some people, it’s because They have not earned it; if some people do not trust you, it’s because you have not earned them “
Ralph Waldo Emerson
12 Important topics to consider in order to achieve effective and outstanding sales
1.- Preparing the Prospectus. Prospecting and Knowing the Client or Future Client.
The first stage in the process of preparing the sale is to analyze the situation. We find, for example, a client who is standing with his wife in front of his car that has stopped. They notice that this is happening to them constantly.
The second stage, defining the problem, appears when the client decides that it is time to buy a new car.
The third stage in the problem-solving process is to explore alternative solutions. We watch The customer and his wife as they walk through the showroom of a car dealer, with obvious pleasure.
But in the fourth stage, that of comparing and evaluating the alternatives, the complexity of the options can create frustration and anxiety. These feelings are clearly seen in the face of the client, when he asks the seller about the various models.
Because many of our important purchases are complex, we often lack the special knowledge to assess the situation intelligently.
Therefore, we frequently consult with someone who does have that knowledge: the seller. This creates another problem: How are we going to judge the advice of the seller?
While the client is at a crossroads between a practical and economic car and a shiny red sports car, we realize another problem: the conflict of criteria. In the case, it is a conflict between your needs, the practical and your desires, to be fashionable.
Before accepting, new doubts assail us. How about buying and then discovering that there was a better offer elsewhere? At any time, the problem-solving process can return to an earlier stage.
Sellers must understand that people have so many reasons not to buy as reasons to buy. And it is possible that even the buyers themselves do not realize these reasons. Because these unconscious reasons why we buy. For example, we often want what we buy to reflect the image we have of ourselves. We want a product that we buy to say something about how we want to be looked at.
2.- Attitude. Motivation. Action.
The MOTIVATED SELLER continues to be a fundamental element of the CUSTOMER MANAGEMENT process because in his advisory role he must know the clients and prospects, establish a direct and personal communication, generate and cultivate personal relationships in the short and long term with them, in around a joint benefit, for which also has all possible means and its scope that allows you to be there facilitating the transaction in the client.
Positive thinking can produce a positive attitude and a positive attitude leads to positive results.
It will also make things easier and even pleasant. Here are other tips to get positive thinking benefits, because it can help you do things that were never thought possible. Thinking big and positive is a habit of success.
Sellers must begin to become aware of their thoughts and exchange negative thoughts with positive thoughts. Substitute negativity for being positive, thoughts about poverty with thoughts about wealth, ignorance with understanding, disharmony with harmony and lack of freedom with freedom. Begin to say “I can”, “I can” and “It is possible.” It is our mind that creates the kind of life we live in. If we think positively, we will transform our life accordingly Everything starts from the inside, from the simplest action We can not always have control over our external circumstances, but we can control our inner world of thoughts, where everything begins.
We can not always control everything, but we can, with some effort, control our internal thoughts and actions.
3.- Communication today: Personal Communication, Media and Internet, Social Networks. Customer Knowledge, Target, Product Knowledge, Self-Knowledge, and Knowledge of the Means of Achieving Sales.
CONNECTING WITH THE CUSTOMER
Learn to Argue:
EXPRESSION: • Pre-structured ideas
CLARITY:
• Short phrases
• Easy ideas to understand
• Simple language
SECURITY: • Exhibition of competitive advantages
PERSUASION: • Presentation of weighty arguments
• Assertive language: use of the present • Strategic accentuation and safe tone
PROACTIVITY: • Anticipation of possible objections
CLOSURE: • Attempt to reach an agreement: Management question
Some Keys to develop your Sales power
* Recognize your qualities and talents and express them freely in every action of your life.
* Maintain an image and personal presence that supports what you truly are and want to express.
* Rate your time
* Be true to yourself (to your ideals, to your dreams to your emotions), before anyone else.
* Trust your abilities to achieve your goals.
* Be consistent with what you say and what you do.
* Accept the responsibilities of your mistakes without underestimating you.
* Keep the consciousness awake to constantly self-discover.
4.- How it is done? When to do it and the Why of the whole Process. The Know-how of the Sale Process.
OTHER CONCEPT OF SALE
“It is the process of interaction via Personal, Audiovisual, Electronic, Multimodal of PRODUCTS AND SERVICES to one or more Current and / or Potential Customers, with the purpose of achieving a TRANSACTION through the SATISFACTION of a demand, aggregation of VALUE, generation of EXPERIENCE and FIDELIZATION of the RELATIONSHIP “.
“Everyone wants to be successful in the sale, many do not, it’s not that they can not, it’s just that they do not know how.”
5.- Handling Objections, Handling Questions, Handling of NO, Difficult Clients.
Business opportunities:
Come from:
– Unmet needs
– Unsatisfied expectations
– New markets / Segments
– Changes in habits
– Social / political / economic / environmental changes
– New trends
6.- How to deal with difficult people. Conquering a Client Pacing, bring customer’s pace. Difficult management with clients. Different personalities, management of current consumer behavior.
CONNECTING WITH THE CUSTOMER
Active listening
* Follow the order: “hear, interpret, respond”.
* Avoid going mentally building the answer.
* Avoid interrupting the issuer.
* Summarize the issuer’s message.
* Focus on the message.
* Keep the interlocutor’s gaze (visual control).
* Empathize.
Empathy
* It is the effort of adaptation that takes place when we are communicating with other people, to try to better understand their point of view.
* Thanks to this ability, we can not only understand why people do, act or say according to what things.
CONFLICT MANAGEMENT
* Allow me to express your complaint
* Dispassion of the conflict
* Avoid defensive attitudes
* Take the iniciative
* Explain to the client what we are going to do
* Avoid irrelevant objections: Answer facts not opinions
* Argument what it is that leads us to maintain this position
* Generate new answers
7.- Provide and Add Value. Add value in the sale.
If you do not offer value, all that remains is the price.
“If you become Valuable, Memorable and Necessary, others will want to be part of you, they will want to connect with you”
What does it mean to add value?
For what purpose do we want to add value?
“You do not have to think in terms of products or services individually, but in terms of rewarding experiences”
The price is the cost of a product or service expressed in money while the value is the benefit that the customer receives when buying a product or service.
The price does not always indicate the true value.
What is your customer most valued?
Beyond the product, the strategy, the marketing, the shopping experience, the price, etc., what your client values enormously is how you respond when things do not go as expected.
How do customers make their purchase decisions?
They base their purchasing decisions on
“Your perceptions about the value that different products or services provide”
Successful companies do not deliver products in exchange for a profit, but rather: Value in exchange for a nullity.
How do customers perceive the value of a product or service?
All the benefits they obtain by owning or using a product or service
- (less)
The price or all the costs involved in its acquisition, consumption or use
= VALUE
The perception of the “benefits” offered by a product or service varies from client to client.
Functional Benefits: Size, weight, shape, ease of use, durability, etc.
Psychological Benefits: Tranquility, security, self-esteem, acceptance, sense of belonging, etc.
Benefits Based on the services offered:
Training, guarantees, maintenance, updates, etc.
8.- The Trust. Generating Trust in Himself and towards others. Generating confidence in the sale.
“Confidence in yourself, is the first secret of Success”
Ralph Waldo Emerson
“You can not build trust in others until you believe in yourself”
“If you do not trust some people, it’s because They have not earned it; if some people do not trust you, it’s because you have not earned them “
Trust is a quality that involves believing and being sure that a situation is a certain way, or that a person will act in a certain way.
Confidence supposes security in oneself as in others since it implies the belief that certain results or consequences will be achieved in certain situations.
Trust in ourselves, allows us to act with authority and property at all times, we avoid walking with doubts and fearful of what may happen.
Trusting in ourselves makes it easier for us to face life with less fear, and more decision.
How to build trust:
1. Give honest and correct information about one, the company and the product.
2. Focus on the relationship, on what the client requires, to be truly interested in their problem.
3. Make it obvious that there are real people behind the company.
4. Be open in communicating with clients or potential clients
5. Comply with what was promised
6. Do not focus on short-term transactions, but on long-term relationships.
7. Do not focus on closing sales, but on helping the client make a decision.
8. Tell the truth. Always behave transparently. Answer the questions directly.
9. Do not wait too long to give an answer.
10. Try to mention harsh topics soon, or somewhere in between.
9.- The Negotiation. The process. Methodologies, Psychology of Negotiation. Win win.
NEGOTIATION is a process that culminates in an act: THE AGREEMENT
The final outcome of any negotiation can only be to achieve that final goal.
All our efforts must be aimed at improving our performance throughout the process.
The agreement is only the goal that we will reach if the progression has been adequate.
– NEGOTIATION is the relationship established by two or more people in relation to a specific issue with a view to approach positions and to reach an agreement that is beneficial for all of them.
It starts when there are differences in the positions held by the parties. If these positions were coincident, it would not be necessary to negotiate.
It seeks to eliminate these differences, usually gradually approaching the positions until reaching an acceptable point for all.
To start a negotiation there must also be interest on the part of those affected in trying to reach an agreement.
Only if one of the parties did not have this will to understand there would be no negotiation.
Stages of the Negotiation Process:
1. Planning: contemplates the diagnosis, strategy and tactics.
2. Negotiation Face to Face: contains its own stages …
3. Subsequent analysis: includes the analysis of the results of the process
Stages NEGOTIATION Face to Face
1. Initial phase:
It is in which we make a general statement of our position, of our interests, of the objectives and agreements that we hope to achieve and of our disposition and means within our reach.
2. Trial or recognition phase:
– Know more in depth and detail the approach of the other party, through questions or requests for clarification or clarification.
– Have the content and scope of our initial positions or approaches, reorienting them or correcting them slightly depending on the exposure that the other party has made theirs and the consequent strategy, which normally we will already have planned.
3. The discussion: it is the central part and probably the most difficult part of the negotiation process. They try to bring the final agreement to our position as close as possible. Arguments are used that reinforce and support our theses and others that weaken the strength of the opposing theses.
4. Partial proposals and exchange: The first exchanges take place in which the parties make some assignments in exchange for others, thus obtaining the first partial agreements. The sum of partial agreements increases the set of common points and creates a collective spirit that favors the entry and the positive outcome of the final agreement.
5. The proposals and final exchange: this phase is the definitive one since, the parties concentrate to the maximum in the most difficult aspects. Positions are approached and global proposals and solutions are sought; differences are reduced, distances are reduced and a total and definitive agreement is sought.
6. Agreement or closure: it is the phase of materialization and formation of the agreement. It is usually arrived at as a logical and natural result of a process in which both parties seek an agreement. An agreement is the one voluntarily taken by parties convinced that it is the best option.
NEGOTIATION is perhaps one of the stages of every sales process where emotions play vital.
How does the other party feel when I’m negotiating?
Emotions contribute to the negotiation process by pointing out what one feels and thinks.
Most people usually react to the emotions of the other party with reciprocity.
Expert negotiators know the mood of the other person, recognize their strengths and weaknesses and take advantage of them.
The keys to success in NEGOTIATION:
– In a NEGOTIATION, the internal state of the person influences the results.
– Success is achieved based on personal choices, motivations and beliefs that arise from internal states.
– The key is to develop a positive internal state that allows us to select and tune in to those behaviors favorable to negotiation.
NEGOTIATION is a challenge that we must face with enthusiasm and we must be willing to seek a solution that is beneficial for both parties.
It is an interrelation with another human being, that feels, that has emotions and its own history, if we take care of this and also we train and learn the negotiation techniques, we can maximize our probability of winning the denial and consequently the sale.
An excellent negotiator has a positive attitude, a high level of motivation and empowering beliefs.
10.- Networking, Connections, Success in Associations and Connections. Clients Referred Places for Connections and Networking.
“Many people have powerful connections; very few have taken advantage of the power of those connections “
“The question you have to ask yourself is: How can you make people connect better with you? How can you make people feel better by connecting with you? But this is not just an eventual connection, you must be a strategy of connection with everyone, in many and all places and at any time “
What is a network of contacts?
It is based on sharing information, knowledge, ideas to other contacts; recognizing our interdependence because we all need everyone.
It consists of the creation, management and maintenance of a network of professional contacts, through which the person, business, initiative and / or company turns out to be the most important asset.
Relationships are established with people who share common professional interests and is an effective source of collaborations, alliances and investments.
Having a wider circle of acquaintances provides the opportunity to meet people who work in other spheres, and who have ideas and knowledge that you and your closest associates do not possess.
Advantages of a network of contacts
– ✓ It puts you one step ahead of your competitors
– ✓ You will get information about the activities you enjoy, the ways to participate in your community and it will help you make new friends.
If this way of relating makes it a habit, over time it will allow you to find great opportunities.
How to be part of a network of contacts?
– ✓Decide what kind of contact network you want to use in your life.
– ✓ Make a list of all the people, groups or companies that have some relation with your objective.
– ✓ Select the most appropriate networks, those that best suit your needs and expectations. An average of 2/3 is recommended.
– ✓ Previously make a small presentation of a few minutes in which you say who you are and what you do.
– ✓ Take advantage of all those opportunities that allow you to meet new people and strengthen existing relationships. Join cameras, associations of your profession or industry, sports clubs, etc. and actively participate in them, either giving a course or talk of your specialty, in addition to attending all events.
– ✓Try to get to meetings in time so you can relate to others.
– ✓ Always carry your cards with you and order the ones you received, write down additional information on the back of them.
What to do within a network of contacts?
– ✓ Listen more than you speak, and organize the data you received for you or to pass them to your network.
– ✓ At meetings do not just stay with acquaintances, open up to other groups and introduce yourself.
– ✓ Give your presentation card and the others will do the same with you.
– ✓ Through your network provides information, support, advice, useful data.
– ✓ Follow up on the contacts generated, talk to them on their birthdays, schedule an appointment to have a coffee or have lunch with them, send them an email, etc.
✓ Do not be embarrassed, if you have just joined the network of contacts, talk about other things, we all have interests other than work.
– ✓ The network of contacts is not just about establishing contacts with people who have more money, power or influence than you. It is about relating in all directions, with people of all levels of hierarchy and all professions and social classes.
– ✓ Update the content of your profile. It is a key element that the rest of the community can be up to date with your concerns, projects, aptitudes, initiatives and expectations.
– ✓ Respects privacy. Try to find the balance between collective intelligence and the risk of revealing certain personal data.
– ✓ Build your own interest group, but with criteria. Networking is not a competition for getting contacts.
✓ It is as important to build your network as to maintain it properly.
– ✓ Within your network of contacts, try to include people specialized in Human Resources, lawyers, accountants.
– ✓ Lean on the internet to join groups, forums, chat, etc.
– ✓ Keep an updated database of your contacts.
11.- Closing of the Sale. Tracing. Maintenance of the client. Management of the relationship with the client.
“The real rule of giving and taking is: before taking you have to give”
“Customer satisfaction has no value; customer loyalty is priceless “,
Jeffrey Gitomerqa
Signs and behaviors that the Customer is going to buy
Ask unimportant questions:
Questions about details and points attached show that the decision has been made and that the client only wants to ensure a specific point.
Gestures can indicate that the expected moment has already arrived
Non-verbal communication: Change in expression, relaxed attitude, Ask specific price questions and / or when the product / service can be delivered, etc.
The calculating clients
The clients start calculating in order to calm their monetary concerns or verify the profitability of the proposed investment.
The client argues for us
Client: “… And this way I save myself having to buy this or that product” or “It’s a bit more expensive, but at least it will give me security and I’ll be calm”
Reduction of objections
Objections that take the form of a question
Client: “Tell me, your product allows you to get …”
Seller: “Why is that point important to you?
What exactly do you want to achieve? ”
The price is requested at the end of the interview:
Seller: “I’m going to give you the price, but first I want to know if, apart from the price, all the characteristics of the product are valuable to you or if, on the contrary, you have some objection”
Basic techniques to close Sales
DIRECT CLOSURE
It is where a direct question is asked to the client that he can only answer for himself or not, almost always the seller tends to use this type of closure because he feels that it is all said, many sellers also use it to discover objections or complaints and pass to another type of closure.
Client: – I like plan A
Seller – Perfect, I think it’s the best decision you could make, do you sign the order?
CLOSURE WITH ALTERNATIVES
It does not stop being a direct closure, the difference is that the customer is presented with a purchase option, for example:
Seller – Which one is the A or the B? Do you pay in cash, check or card?
This closure allows the client to feel that the person handling the situation is the customer and not the seller, it is a good closing technique as long as the customer is not scared and should be used when the signals for this are received.
CLOSURE OF THE ORDER FORM
The order form should always be close to the seller and in view of the client, it is as natural to start filling out the contract, in this way the other party does not feel pressured to give an answer but also takes the purchase as natural .
CLOSURE FOR CONCERN:
When the client takes time to decide or his answer is to wait, the seller will say:
“Okay, but remember that prices change next week”, or “Keep in mind that today I have the item, which may be sold out and I will have a lot of delay in the replacement”
CLOSURE BY BALANCE
Place our product on a sheet of paper and we will divide the sheet in two, on one side pro and on the other side against. We will help the client to see the positive aspects of our product, and we will let him see only the negative aspects of it. Surely, the pro column must be complete, while the cons column will have very few points on which we can work at ease.
CLOSURE OF LOST SALE
It is usually effective to ask the client to explain why he does not buy the product:
“Excuse me but I would like to know what you did not like about the product in order to improve …”
Surely if we have maintained a good deal of empathy with the client, this will clarify the issue or you can resume the sale from the point of question.
“… the closure is the natural and logical reflection that occurs when we have successfully traveled with the appropriate person for the product or service we offer, through all stages of the sale.”
The quality of closures is achieved when each consumer decides to “take and execute the purchase decision” as a result of having reached the level of security and belief that he decides to enjoy.
12.-Values of the Professional Sale:
-You have to Create a difference between You and the Competition; also Know the difference between satisfaction and loyalty; A professional salesperson must have the ability to speak and convince; Establish friendly and harmonious relationships;
Some values necessary to achieve a professional sale:
The value of creativity;
The value of the questions and the answers;
the courage to believe in yourself;
the value of being prepared for everything;
The super value of Attitude.
“Think of yourself as an additional resource for your clients: a consultant, a counselor, a mentor and a friend and not just a simple salesperson.”
A SALES PROFESSIONAL requires the following:
a.- HUMAN ATTITUDE: It is that way of life that each individual must adopt: Positivism, enthusiasm, perseverance, security and winning spirit.
b.- PERSONAL ATTITUDE: It is the one that must be adopted in front of all our actions in life: Understanding, honesty, loyalty and firmness.
c.- PROFESSIONAL ATTITUDE: Every person who exercises a position, will have to become a professional. Some tools to achieve this are: Study, knowledge, initiative and organization.
Ramon Marcel Arellano Baez 