Success in sales depends directly on your ability to make yourself likeable, and create a positive experience for your customers. The following 9 Tips are some of the best - and easiest - ways to help you create a more positive customer experience:
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Steps to Building a Profitable
Customer Relationship: Mark
Success in sales depends directly on your ability to make yourself likeable, and create a
positive experience for your customers. The following 9 Tips are some of the best - and
easiest - ways to help you create a more positive customer experience:
Love what you sell, the company you work for and the customers you
If you are truly passionate about these three things, your willingness to help your
customers solve their problems will shine through. Customers will believe your
sincerity and be captivated by your excitement. In short - you will be fun to work with.
Our studies show that customers prefer to buy from sales people who overtly show
that they believe in the products they sell, and the companies they work for. Choose to
be honest, open and empathetic to your customers' needs, and you will experience
consistent sales growth, build an excellent reputation and become one of the top
performers in your field.
Be empathetic and compassionate.
Truly care about your customers, and remember that no matter how good an actor
you are, faking it simply won't work. Ask questions, take notes and lean in to show
that you're engaged in their answers. When you take an interest in people, they
remember you - and when people remember you, it's good for business.
Add value and give first.
Share your network of contacts with your customers, and don't expect them to give
you their business without you giving them something first. It doesn’t mean give away
free product in the hopes they will buy more. Instead, give away things that increase
your value - like a referral to a partner of yours, a solution to a business problem that
you read about or heard from someone else, or even help finding a new dentist!
Make eye contact.
This is especially important when you walk into a room full of people. Eye contact is
also essential after we get to know people, because it cements our existing
relationships and lets them know that we're still interested in their well being. Very
few sales people ever look their prospects directly in the eye. By simply smiling and
making eye contact, you'll be surprised how much you will set yourself apart.
Express your true intent.
Tell customers upfront: "I don't know if there's a fit between what you need and what I
have right now, but I'm hoping we can explore that in more detail during this
meeting." Or: "I only have your best interests at heart, and I promise to be honest with
you throughout our conversation. In the end, I hope that we can mutually decide if
there is a reason to move forward. If not, that's fine too, and I hope you'll feel
comfortable telling me so." This advice runs counter to 90% of the approaches used in
the field today. But then again, maybe that's why only 10% of sales people are top
performers. Try it yourself a few times, and you'll be amazed at the response you get.
Don't go for the big decision all at once.
In our personal lives, we don't propose to someone on a first date (at least, not
usually!). The same is true in our business relationships. So get approval from the
customer to move ahead in increasing increments. The first approval might be just to
agree to speak openly with each other, as outlined in Tip #5 above. The second could
be an agreement on a follow-up call time or meeting date. The third might be gaining
agreement on the decision making criteria or a commitment to have the "big boss"
present at the demo, followed by an agreement to a "go/no go" decision date. All too
often, sales people jumping way ahead of their prospect's buying curve. This puts the
buyer and seller out of synch. When the sales person is trying to close while the
prospect is still evaluating options or determining risk, trust is broken, the prospect
feels pushed and the sale comes dangerously close to disappearing.
Use friendly, warm words.
When you use simple language instead of formal "business speak," people respond
better and trust you more. So limit your words to three syllables max. And don't try to
impress prospects with your extensive vocabulary, or you may end up just sounding
Use people's names.
When it comes to using names, there are just two rules to follow: first, be aware of
whether they're more comfortable with first name only or title + last name; second,
never overuse their name - this only sounds corny and false. Dale Carnegie once said,
"Nothing is as beautiful to a person as the sound of their own name." Just use your
Ask the right questions.
Successfully building agreement with your prospects depends on your ability to ask
the right questions. What are the right questions? Those that move the prospect from
an intellectual position of knowing they have a problem that needs to be solved, to an
emotional state of trusting you to solve that problem in a way that will satisfy them.
In short, the right questions are those that reveal true buying motivations. Mastering
the right questions will ensure that you and your client build a strong relationship,
wherein you can both succeed - and profit!
Remember:your success is directly determined by the way you are perceived, and
the amount of effort you put into your career. Changing any of those variables will
have a huge impact on whether you succeed or fail.
Mark Moncher is a senior sales and business development executive with a strong
track record of success both from an individual as well as team focus and has Lead
national and regional sales teams across US for Merchant Acquisition and
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