Sales Course Objectives
To start making sales with the business plan, first of all it must be decided what trusted services you wish to plan, develop and sell. Furthermore it is also important to define your customers.
- Learn how to earn trust from your prospective buyers.
- Learn how to identify prospect’s concerns and how to listen to them.
- Learn and be able to understand the selling principles to use for both task and people-oriented needs.
- Learn how to identify various buying personalities and be able to communicate with them.
- Learn how to recognize people’s attitudes and demonstrate your understanding of the four types of knowledge.
How to start making sales?
Start with the business plan and decide what trusted services you wish to plan, develop and sell.
Define your customers’ unique concerns and motivations on trust, then develop and publish guidelines that protect your customers’ information and privacy.
You can expand externally, where organizations collaborate with business partners so that the same level of trust and responsibility is across the value chain.
Write a story about how you had trust and then another about when you did not have trust. How did each scenario feel? How will you earn trust from clients?
RESOLVING CUSTOMER CONFLICTS TO IMPROVE SALES
Sixty-eight percent of customers go elsewhere because they felt servers were indifferent to their needs.
- Understand the customers’ underlying interest.
- Propose options for customers to consider.
- Build small agreements.
- In very difficult situations, alternative responses are necessary.
- >Deflective- “You have a point; it can get overly busy in here.”
This diffuses a waiting customer.
- Inquiry- “What is it exactly that I did or said that upset you?”
When the customer has said, “I don’t like your attitude.”
- Feedback- “I feel uncomfortable when you criticize me so harshly without first asking for my side of the story.”
When the customer is being particularly abusive, and you need to set limits before the customer “loses it”.
- Deferral- “I need time to think about what you are saying.”
When the situation has escalated and you need to walk away for a bit to regroup.
Why customers get upset
- Their expectations have not been met
- Perhaps, they were already upset
- Or, they are tired, stressed, or frustrated
- Maybe they feel that no one will really listen
- Possibly they have a chip on their shoulder
- Conceivably they want to appear right, even if they know they aren’t
- It could be that they have been waiting a long time
- Or, they don’t understand
- It is possible that, they are embarrassed
- Their integrity or honesty has been questioned
- They were given a flip/smart answer
Why customers get upset
- To be taken seriously
- To be treated with respect
- To feel important
- A truthful answer
- To be listened to
- A response that does not seem like an insult
- To clear up the problem so it never happens again
- Immediate action
- Some sort of restitution
- Someone to be reprimanded