This course is a sales basics course. Which means we will cover the whole sales cycle from getting mindset right for selling, what to do before the sales process starts i.e. how to define who is your customer and how to gather information. Then we will cover the bits necessary when you are in the sales to move the process and customer from "having to think about" to take action and purchase your product. Next stage, we talk about purchase confirmation and closing the deal. Last, we cover why it's important to retain the customer relationship after the sales and how to do so.
The course contains lectures as well as exercises where you can tailor the things discussed to your product, solution or services - so you'll get the most out of this class.
I hope you like it and I am very much looking forward to see you "in class". Thanks for checking this out. Take care.
To successfully sell we need the "right" mindset and attitude to succeed. This lecture will go over the balance of listening vs speaking when you we are in a client interaction. Something we need to remind ourselves regularly.
Before pitching your business, product, service or yourself to a potential prospect we need to get crystal clear on the value we deliver. This is something we can easily prepare and then access when needed.
When going in for a sales it's important to have a clear vision what you want to achieve and to also understand what your customer is most interested in to achieve.
Potential customer goals could be:
Can you think of any others? Do you know any goals your customers had when coming to your shop / web page etc.?
What are your goals?
Do you have given KPI's or activity targets? Do you have set sales targets to be achieved to hit bonus?
What other goals could you think of? It makes sense to be clear on your goals - at any given time. Getting into the habit of daily goal setting - yes, I am talking about goals, not only to do's, you are very likely to be more motivated. Why? Because goals you set for yourself will help you be more committed, taking more action and therefore be more motivated.
This can be big goals like: "I want to serve 1 Million customer."
As well as smaller goals: "I make 10 people smile today."
What are your goals you want to achieve? Take a moment and get clear on what you want and write it down - regularly, not only on new year.
Selling doesn't mean being quickest closing the deal - this might be a great goal to have but only as long as it has no negative impact on the underlying relationship with your customer. We want to build long-lasting, fruitful client relationships..
In a world that is as connected as ours through social media it should be a no brainer that we take care of our reputation. However, it's sometimes is not.... Have you googled yourself? Which pictures did show?
We only have one chance to make a great first impression. Dress for success is therefore something that shouldn't be underestimated.
Alright, so we did the bits and pieces of preparation to set our mindset correctly and are dressed for success ready to talk to our clients. Now it's time to acquire clients and get into the sales pitch. Which problems are you exactly solving?
Resulting from the question in Lecture 8 "Which problems are you solving" we can now define your exact customer. Who are you solving the problems for? Who is the right person to talk to? This is essential as we want to be as efficient as possible in our acquisition .
Great, you now know who your customers are - but how do you find them? Where is the best place to look for them? The easiest way to get in touch? Time to determine this to make your life (and your client's life) a little bit more convenient.
Our product / service contains usually of diffenret features - that make our product / service simply amazing. However, to efficiently sell to your customer you want to address the benefits your product / service has. What can the product do for your customer? How does it solve his / her problem? As this is pretty important the exercise will give you the chance to create your own features and benefits toolkit for your product / service.
OK, so, we now got all the features and benefits. How does your product differ from the competition? Why should I buy with you? The exercise will give you the opportunity to prepare your pitch - without the pressure of a customer waiting for an answer.
Great, we already differentiated your product / service from the competition. Now we go one step further. Why should I buy from you and not your colleague? What makes you the perfect person of contact for your customer?
Congratulations! We did the bits and pieces to get our prospects interested in your pitch, product and yourself. Now it's time to actually sell your product / service. First of all, we want some information of your prospect to qualify whether the person is the right person to talk to. As well as to determine whether there is a need and how urgent it is.
Open questions are an awesome technique to help you gather as many information as possible in an efficient way.
We all communicate and listen day in, day out. However, we most often do not listen actively.
Active listening means to pay full attention and not only understand what's been said but also the whole message. Including the parts of the message that aren't said.
Active listener can engage the other person in speaking so that they are confident sending their messages. You therefore want to show the other person that you are listening.
There are 3 steps in the process of active listening:
Full-attention to what is been said - without any distractions. Do not think about a response yet but rather try to fully understand the message been sent.
You can do this by
Remembering what has been said - you could do this by taking notes.
You provide feedback to the person on the other side and show that you have listened and understood what has been said. You can do this verbal and non-verbal. For example by summarising the message in your own words.
When you want to encourage the person to talk further you can signalise that you are listening and encourage further speaking by doing things like:
Think of a situation you have told someone a story and felt very comfortable. What did the other person do that made you feel comfortable?
Think of previous client interactions - what did go well and what could be improved?
When we are face to face with our client, in a direct interaction, our body language is very important. Our body, and face can transfer non-verbal messages we might not be aware of or do not want to send at all.
You might ask "OK, great but why is this relevant for me? I communicate only on the phone." - Well, it still is. Here are some tipps and tricks for indirect interaction on the phone that will make your life easier and increase your likability by the person on the other side.
Sales objections are questions or statements or arguments customers use not to buy.
"Every sale has five basic obstacles: no need, no money, no hurry, no desire, no trust.” Zig Ziglar
These objections can sound like:
Let's get into a bit more detail.
No matter how amazing you are on the phone everyone is busy. Therefore you are pretty likely to end up in the situation in which a customer or prospect is "throwing" objections towards you. You will want to be prepared to have an answer and maintain professional.
Sometimes customer won't tell you directly that they are ready to purchase. Sometimes they only send you non-verbal, indirect buying signals. Here are some typical signals so you know what to look for.
Well done, you successfully determined who your clients are, you pitched successfully and sold your product / service and yourself. Now is the essential part - to actually close the deal! Otherwise you didn't make a sale. Lecture 22 will talk about getting your customer's purchase confirmation.
After you have closed the deal you do not want to miss the opportunity to thank your client. This is an important step in the selling process.
Why do you want to thank your customer for their business?
When you work on a retail shop floor or sell any products face-to-face you could do this by handing over the purchased product and say "thank you" with a smile.
When you are in consulting or something similar you could add a "thank you for your trust" with a handshake.
When you sell online products you could send out thank you notes - personalised ones!
You could send out handwritten cards or notes.
Which ways can you think of to thank your customers for their business?
Congratulations! You did it! And now it's time to run? NO WAY!! Become a hunting farmer and take care of your clients. This section will cover what it takes.
Haven't heard anything from your client? He / she didn't complain? Great - no reason to give them a call, right? NO! Let's take the chance and pick up the phone and follow up. Get some feedback and bond with your client.
Hunting farmer .... we want to be in touch with our clients, regularly. You want to stay on top of your client's mind when they have a problem you could solve.
It's time to say thank you!! Thanks for your time to take this course. I hope you enjoyed it and could bond a bit with your innere sales person. Here are some Do's and Don'ts for selling for you.
And if nothing helped - then don't think of "selling" but solving a problem! :)
Stephanie has more than 10 years full-time work experience in Banking, Recruiting, and Consulting - with a strong focus on Sales. In summer 2016 Stephanie realised her dream of starting her own business and is now "out there" with SalesTrainerIn. SalesTrainerIn is a training and consultancy focusing on Sales Training for Recruiters and Talent Acquisition Specialists as well as Consultancy Services and Leadership Development based on Personality Assessments. Stephanie is a certified user of Hogan Assessments and a registered user of British Psychology Society for Level A + B.
Stephanie has international work experience and a BA in Banking from Germany, as well as a MSc in Global Leadership from Goldsmiths, University of London. Stephanie is based in London and bilingual German and English.
Biggest passions are Sales, Recruiting, Personal Development, Blogging, Entrepreneurship and sharing knowledge.