Maximize Sales & Reach Everyone

It’s dizzying at times. With many products and services, there are often several people within an organization who either influence or actually make buying decisions. A good salesperson needs to talk with everyone who is involved in a purchase, but coordinating these efforts among a maze of departments and divisions can be a challenge.

The key to successfully managing sales under these conditions begins by starting off immediately on the right foot. When approaching a new account, use a “top down” selling approach. Start with the highest decision-maker in the company and work your way vertically and horizontally through the organization. The vice president isn’t going to say he doesn’t have time to see you if the president has suggested the meeting.

Having said this, you ,must respect the customer’s processes and be prepared to coordinate your sales efforts with several different departments.

Remember your basic sales techniques: Ask questions and listen carefully to the answers. Show how your product or service can meet the customer’s needs and solve problems for them. See clients regularly and entertain them appropriately. Be sensitive to their requirements, even though you may find them frustrating, and respond promptly when there’s a problem.

Always remember the impact of decision-influencers—the people who don’t make the actual purchase but who might make a difference in your results. Receptionists and assistants are often very influential in terms of expressing their opinions about vendors. They can also be a tremendous source of information and support for you, so nurture those relationships in a sincere and non-patronizing way. If the decision-maker won’t be the ultimate user of your product, ask if you can meet with the staffers who will directly use what you’re selling to do a needs analysis and show how your product works. If you get those people on your side, a great deal of your work is done.

Once you close a sale, continue to penetrate the account. Ask the satisfied customer who else in the organization might have need of your products or services. In most cases, they’ll be happy to refer you to someone else you should be calling on—and you might even get a referral to a brand new client.

Beware of Your Body Gestures When Talking to Customers

Body language (those gestures, body movements, facial expressions and other forms of nonverbal behavior) serves as a mirror to our inner thoughts. As children and young adults, we learned how to control our words. We quickly learned what we could say that would be acceptable to those around us. We even learned how to say it. We consciously worked and re-worked our words to make sure we said what we meant to say.

But do we spend time rehearsing our body language. Are we standing up straight and tall when speaking to your client? Are we smiling? These are some suggestion about using body language in customer service:

Notice and Offer Assistance
Always notice a customer’s body language as they approach. What is the first thought in your mind?

What about yourself, are you aware of your own body language. What are you projecting?

Always start your conversation with the customer by offering assistance. After all, the reason the customer is talking to you in the first place is that he or she needs some help. After offering assistance, wait for the customer to respond. Listen carefully to the customer's words as it's now the customer's time to deliver her carefully prepared and rehearsed purpose for the visit. You need to focus your attention on the customer's words. How clearly is the customer describing what is the challenge facing her and what she expects to be done?

Take a look at the body language
Examine the customer's body position, gestures and overall demeanor. Do they support the customer's message? Is the customer asking you about your company's return policy in a gentle tone of voice with a smile on her face? Or is the customer asking about special delivery in a growling, demanding voice, while banging her fist on the counter?

Decide whether or not the body language supports the verbal message
If the body language is consistent with the nature of the verbal message, it is likely that the customer is saying exactly what he or she means to say. The body language appears to confirm the message. If the body language is inconsistent with the verbal message. In either case, you must respond carefully.

Determine the customer's most likely message
You only have an assumption of the customer's message, You have to find out whether or our assumption is correct. Decide in your own mind what the customer is trying to say. If in doubt, follow the message from the body language. As we said earlier, body language is likely to be a better gauge of reality. So, before acting on our assumption of the customer's body language, test for reality by asking the customer a question. For example, "I sense that you are not pleased with the service we've provided so far. How can we be of more help to you?" or "It seems that you like our store's return policy. Is this what you were looking for?"
All this while be aware of the message your body is projecting and how they are responding.

The Requirement of the Sales Mindset in ANYONE

What makes a good salesperson? A good sales person is very much like a therapist - listening, empathy and patience are all virtues found in them (sales persons I mean – and some therapists as well). Somone somewhere has said that selling is not about pushing your foot in the door but about opening the door and making it easier for your prospect to pass through.

“A piece of cake with your coffee, sir?” is a good question to ask of the customer who looks a little hungry. Perhaps he missed his lunch? You can't really ask, but you do know that the cake was made by Polly who has a learning difficulty. Polly will not understand if no one buys the cake she helped make. You have a choice. Sell it or explain away your failure to her.

If you are ready to shift your sales mindset, here are some guidelines to help you get started:

1. Look for what the other person is thinking and whether there is actually a real possibility of a fit. Do not assume they should buy what you have. Aim to connect, not force or persuade.

2. Help your prospect solve their problem, instead of referring to your features and benefits – this centers the conversation on the other person.

3. Be sensitive to the early interaction with your prospect – keep your mindset stay in the present moment and avoid pushing forward (where you want to go – which you can only guess at best).

4. Avoid chasing prospects – behave with dignity. Create a pressure-free atmosphere – set a tone of equality and mutual respect.

5. Connect with your prospects rather than work through a list. Focus on how to make a true connection with each prospect – this naturally helps build trust – think about and discuss their issues, not yours.

6. Creating trust with your prospect is your primary goal – not making the sale. Creating genuine trust is the essence of building real relationships—real relationships turn into more sales.

7. By thinning the tension and pressure in the sales process between you and your prospects, you bring both of you closer to an honest and truthful conversation.

8. Change By using phrases like ‘would you be open to’ instead of ‘would you be interested in’, you immediately set yourself apart as someone who is patient, open minded and willing to listen.

9. By having a deep understanding of the problems that your prospects experience everyday, the easier it will be for you to really feel that you know and care about their situation.

10. Be honest always, sincere and have a genuine concern about helping your customers. The beginning is always more important than the end.

Saying “No” to Customers

The one word every single customer “hates” to hear is “NO”. But sometimes, the only appropriate response from the company is "NO." Perhaps, it’s good to realize that at the risk of compromising your work ethics, losing money or breaking the law than losing a customer is a necessary evil in order to keep the balance.

Here are some good things that can come out of saying "no":

1. You have more opportunities to say "yes" to the right customer.

2. You have more time to do the things you want to do rather than serve inconsiderate people.

3. Saying “NO” expresses how you really feel. You are taking responsibility for your own feelings and letting others take responsibility for theirs.

4. Someone else who really wants this customer's business, has a chance to get it

Learn how to say "NO" gracefully:

1. Use non-verbal cues to underscore the "NO"-shake your head; use a firm and direct voice, use eye-contact.

2. "Sir/Madam/ Name, I am unable to do that." Don't beat around the bush.

3. Add an explanation if you want, but don't apologize: "The reason is because it would be against company ethics if that were to be done."

4. Be empathetic if the situation calls for it: "I know how hard it is to have that happened."

5. Recommend an alternative if one is available: "Let me refer you to..."
Saying “No” to the customer is not something bad. It is a necessity for business survival.