Did you come back from the New Year break invigorated and inspired to make 2012 your best year yet?
I love the saying "if nothing changes, then nothing changes" so in order to achieve bigger success this year, changes need to be made, and remember, it's not just the business which might need tweaking, ask yourself what you will do differently to achieve your goals this year.
Use these 5 quick tips and get motivated, get active and start taking the steps toward building your success this year.
Set Yearly, Quarterly and Monthly Goals.
What do you want to achieve each and every month? It can be related to sales figures, client numbers, performance, units sold or even the number of networking events & client meetings you would like to have. Ask your salespeople to write a one page plan and list their goals, what they plan to do differently and how they plan on achieving monthly and quarterly targets.
Regularly review progress
If you aren't already, hold weekly sales meetings to review the activity
and performance of your team and ensure they are on track with their plans and sales achievements.
Have you got a 'consistent' process in place to know where you are each month, identify red flags and ensure your salespeople are accurately estimating their potential? Receiving weekly forecasts and a pipeline from each person in the team provides much needed visibility into the future and allows you to provide feedback and take corrective action, if required.
Review your sales process
How easy is it for customers to buy from you? How long does the process take from first meeting to signed order to implementation and how many people get involved? How many leads or customer orders fell out half way through?
The sales process begins when you start discussing a potential opportunity with a new or existing customer. Review each step to streamline the processes and remove unnecessary steps or delays that may have caused the sale to stall or be lost.
Knowing you are different just isn't enough. You might have the best
product or the best servcie in the world but if no one knows about it,
it's worthless. Additionally, staff who deal with customers tend to
become bogged down in a world of negativitiy, never ending issues and
complaints and will lose sight of all the benefits and positives that
the business has to over
Analyse customer base and improve customer loyalty
The simplest and cheapest way of increasing sales is to look through your client base. Analyse your customer database to discover what percentage of sales
each customer contributed to the overall revenue. Classify your
customers into A, B and C level depending on the spend, percentage or
value to the business.
With particular focus on your A and B class customers, how loyal do you think they are? When things start to get tough and your competitors are knocking on their door offering savings, will they pay more to stay with you?
How will you demonstrate or communicate the value you bring, over and above what they are paying for?
Dig deeper and analyse what products or services each of your A and B customers haven't bought and what else they could get some value or benefit from.
Arrange to visit your customers and discuss their plans for 2012 and what they hope to achieve. Is there any products or services that you have that will assist them or make it easier to achieve? Use the visit to update them on your plans for 2012, how you plan to 'love them' this year, new products or services being introduced or talk about a product or service that they aren't buying that you feel they might get benefit from.
Lastly, let them know that your plans are to grow in 2012 and you would welcome any referrals or introductions.
Be different and yell it from the rooftops
Knowing you are different just isn't enough. You might have the best product or the best servcie in the world but if no one knows about it, it's worthless. Additionally, staff who deal with customers tend to become bogged down in a world of negativitiy, never ending issues and complaints and will lose sight of all the benefits and positives that the business has to over.
Hold a staff or sales meeting and review the successes and positives from last year. Have a discussion on the differences between your business and the competition, as a group analyse your strengths and weakness vs their strengths and weaknesses. How can you use your strengths to highlight their weaknesses and how will you combat their strenghth over your weakness?
Keep focussed on the positives and discuss what is possible and what can be achieved when everyone stays positive and focused. This will help staff to forget the negatives of last year and see the potential opportunities of the future.
Assist staff who aren't comfortable talking about themselves by discussing ways these benefits and differences can be introduced into the conversation or how they can be used to overcome objections and negotiate.
Understand and identify what new business you want
In the end, it all comes down to prospecting. When we know what we want, we know how to find it and prospecting is no different.
Don't leave it up to the salespeople to decide what customers your business should have in 2012. Share the new business strategy to the team and discuss what the business plans to do to support them and make the job of prospecting easier and more successful.
And remember................ if nothing changes, then nothing changes. Here's to great selling in 2012.
This sales article was written by Karen Andrews, Director of Shine
Sales Solutions, a Sydney based Sales Coach and Sales expert that works
with businesses to increase their sales through strategy development,
sales coaching and mentoring.
If you liked this article, subscribe to our monthly Sales Success ezine. You will learn...
* Easy ways to increase your sales and grow your business
* Simple strategies to sell yourself, even if your not in sales
* How to generate sales easier and quicker!
Enter your details at the top of the page or click here
sales tips & articles
Tips to Kickstart your Sales in 2012
Improving sales team performance
When dealing with clients, a common situation that I come across is lack of activity and lack of accountability in sales teams which leads to lack of sales. The business is owner is stressed and frustrated not just because the sales aren’t coming in but because they simply don’t have the time to spend with salespeople or effectively manage the team. In some cases the business owner simply doesn’t know what to do.
- Does any of this sound familiar to you?
- I don't know what my salespeople do every day
- They keep telling me the same thing every week but no sales are being closed
- My sales people are meeting their weekly or monthly sales targets
- There is no new business coming in, it's all from existing clients?
- No one seems to picking up the phone and cold calling
- I'm not sure what to say to them or how to manage them
- I don't have time, nor want to manage them
- Our sales meetings seem to drag on forever
- We create the change
- We save you time
- We have the tough conversations, and
- We are the bad cop
If you’re not in a position to utilize a service like ours, here are some tips that might help you:
Ensure that each salesperson clearly understands what is expected of them each and every week in terms of new business activity (cold calls/meetings), customer visits, quotes generated or sales made.
Hold weekly sales meetings and discuss what meetings/calls were made the previous week, what is planned for this week and what sales can be expected.
Bring up and discuss objections or stalling that the sales team may be experiencing with customers and brainstorm solutions as a team.
Provide coaching and mentoring support in any form and suggest that you visit customer or prospects together.
This sales article was written by Karen Andrews, Director of Shine Sales Solutions, a Sydney based Sales Coach and Sales expert that works with businesses to increase their sales through strategy development, sales coaching and virtual sales management.
If you liked this article, subscribe to our monthly Sales Success ezine. You will learn...
* Easy ways to increase your sales and grow your business
* Simple strategies to sell yourself, even if your not in sales
* How to generate sales easier and quicker!
Enter your details at the top of the page or click here
Get serious about sales
This week's blog post is from my very good friend and business mentor, Andrew Griffiths. If your not familiar with Andrew or his books, he is Australia's Number 1 Business Author with releases such as "101 Ways to Market your Business, "The Me Myth"and "Bulletproof Your Business".
Each week he writes a business bullet (well worth signing up to) on a topic relating to small business; this week it was all about sales and well worth sharing.
1. Being a great sales person starts when you get out of bed in the morning.
People who are really good at selling normally have a very positive outlook on life. They are energetic and enthusiastic about what they do, sincere with their customers, interested in their industry and passionate about their products. Every morning I take a few minutes to think about my day ahead. I visualise how it will look, the positive encounters I will have, the things I will sell and the great things I will get to do. Most of the time, this becomes the reality. How you think about your day is more than likely how it will turn out. So I suggest that you make it a fantastic day and it will be. A great attitude is always rewarded.
2. Take a few minutes extra to look the part.
I believe very strongly that looking the part is just as important as playing the part. When it comes to any kind of retail it is really important to take the time and make the effort to be well groomed and have clean and well-ironed clothes. Right or wrong, people form an opinion about you in the first seven seconds of any interaction. If you look smart it shows that you respect yourself and the people you will be selling to.
3. Have a big, warm and welcoming “hello”.
Many people are really terrible at saying a simple “hello” to their customers. My advice is very simple. Stop whatever you are doing, stand up straight, put a huge smile on your face and give them a big, warm hello. Most importantly look the person in the eye when you are smiling. We are rarely greeted so well in any store and if you do this, your warm smile will not only be remembered it will be sought after. Your customers will tell everyone they know just how nice you are. An added bonus to you is that it is really hard to feel anything but fantastic about life when you are spending your day connecting with people simply by smiling.
4. Stop what you are doing and focus on the person in front of you.
There is nothing worse than having a distracted sales person try and half sell something to you. Their focus is elsewhere, they mumble answers and they offer little help or advice. Whenever you are with a customer give them you full and undivided attention. Focus on them, listen to them, show them what they are looking for and make sure you have given them what they want. It really is simple yet less than ten percent of sales people do this. If you want to shine in the world of sales this is a great place to start.
5. Never judge a book by its cover.
It is surprising just how much we all do this. I have been caught out a number of times and now I make a point of treating everyone exactly the same. Who knows how much money someone has or doesn’t have? You certainly can’t tell that by what someone is wearing even if you think you can. Treat every single customer as your most important customer right then and there and I guarantee you will sell a lot more of anything to anyone.
6. Make someone’s day.
It is surprisingly simple to really make someone’s day. We all seem to be so focused inwards, thinking through the various issues and challenges that fill our day that often we are shocked and pleasantly surprised when someone makes our day by saying something nice. I suggest that you become really good at giving sincere compliments to people. At first you might be a bit uncomfortable with it but believe me, it will grow on you and it will start to feel fabulous in a very short amount of time. Tell someone if their hair looks nice, or their necklace is pretty, or if they have great taste in books, or if they have a great smile. The only catch is that you have to be sincere in your compliment otherwise it just doesn’t work. Make it your mission to make as many people’s day as you possible can.
7. Have some recommendations ready in each section.
Being a great sales person means being able to make a recommendation on the products you are selling. After all if you can’t do this, you are really nothing more than a money collector. Be clear about what products or services you do actually recommend and you have to believe in them 100%. If you don’t it shows. And always give a recommendation. If you do, you will be amazed at how many more sales you actually get.
8. Use every interaction to let the customer know more about your business.
All this takes is a few words at the end of a sale, or during your conversation, to let your customer know that you are open “seven days a week” or that you will be open on the public holiday coming up, or that there is a sale due to start in a few days and so on. Use every interaction as a wonderful opportunity to educate your customer about your business. Remember it is our job to tell our customers what we can do for them, it isn’t their job to find out.
9. Make it really easy for your customers to buy from you.
If you want to attract more customers and keep them coming back more often, develop a can do attitude that promotes making selling easy. What could be improved or streamlined to speed things up and to keep people moving? Is your sales area cluttered? Do you struggle to find a pen for people to sign credit card slips? Look for any way possible to make it easy for your customers to buy from you and they will.
10. People want to hear their own name.
We all like the sound of our own name and in the retail environment I suggest you try and use your customers name whenever you can. Make the effort to remember your regular customers names, they will appreciate it a lot, more than you realise. Think about how it makes you feel when you go into your favourite store or coffee shop and they know your name. When handing back a credit card thank the person using their formal name, Mr Smith or Ms Smith. They will notice it and remember that you did it. Even if the name is hard to pronounce, that in its own right a great talking point.
Next week I will give you another 10 top sales tips. If you can’t wait till next week visit a friend of mines website – Karen Andrews from Shine Sales – she has a pile of excellent sales tips and a sensational newsletter that is all about selling.
Read more of Andrew's Business Bullets by clicking here
Sales Tips and Tricks
If you are just starting out in business or in sales here are some quick tips and tricks you can use to get you in sales mindset, develop a sales language and start selling !
- Be yourself
- Have you ever bought anything of anyone you didn’t like?
- People buy people, not companies so relax and just be yourself
- Having a good Introduction/Elevator Story ready
- This will help to give you confidence whenever you go into networking or face to face business meetings. Your introduction should only be around one minute and include who you are, what you do, your experience (if relevant) and what is the benefit of doing business you.
- Ask questions, ask questions, ask questions
- It’s the only way you will know what your clients really want. When you know what they want you will know how you can help them.
- Think about the benefits of your business and its products and services. What makes then unique or superior to your competitors?
- Why do I need to buy your products or services? How will they make a difference to me?
- Talk more about the benefits or the ‘why’ elements rather than the features so your clients understand why they would want them.
- Know where to find new clients
- Get out there and find your potential clients, don’t wait for them to come to you. Networking is a good place to find clients and there are hundreds of groups around. Try BNI, Chamber of Commerce, and Women’s Network Australia, Australian Institute of Management or type ‘business networking’ into Google.
- Sales takes time
- Increasing your confidence in sales and the ability to win new clients takes time, it isn’t easy for everyone, so give yourself some time. Allocate some time each week to focus on building new sales.
- Follow Up
- One of the hardest elements of building a business is finding a constant stream of new clients. You have already done the hard work through networking, advertising or marketing so don’t waste it. Make that follow up call now! The biggest complaint that people have in relation to sales is that no one ever followed them up.
If you liked this article, subscribe to our monthly Sales Success ezine. You will learn...
* Easy ways to increase your sales and grow your business
* Simple strategies to sell yourself, even if your not in sales
* How to generate sales easier and quicker!
Enter your details at the top of the page or click here
Smooth Sailing or Storms Ahead ? How to use the Sales Pipeline to predict your future
I've spoken in the past about the Sales Pipeline and how to use it to increase sales but now it’s time to review it again to see just what the next couple of months will look like.
A sales pipeline is simply a forecast that you or your salespeople prepare monthly which lists the customers that are likely to buy in a given time frame, the value of the sale and when it is likely to close. It is an essential tool for business owners and sales managers to identify where you are and where you need to be in order to meet budget.
Even if the forecast is well below where you need it to be, at least you are aware of it and can take steps to improve it and stay on track. Don't wait until the 2nd or 3rd week of the month when you realise that sales are slow to come in and you need more because it's usually too late.
Typically, I usually ask for a forecast at the beginning of the month and then again on the 15th of the month to see how we are tracking.
The important thing to remember is to use a 'weighting'. You may $500,000 in your pipeline but it's very unlikely that you will be successful in winning 100% of them so the forecast will be inaccurate. A weighting is simply a % that you apply terms of the likelihood of winning the sale. Here is an example of how to calculate:
Using this example, the salesperson needs to add more sales into their pipeline to ensure they reach their sales target of $100,000.
As a guide to the Probability you could use
Initial Communication - 10%
First Meeting/Presentation - 20%
Proposal Given - 60%
Negotiation/Verbal Commitment - 80%
Closed - 100%
Most CRM/Database packages (I use ACT or Salesforce.com) include Sales Pipeline management but it can be as simply as listing them on an Excel spreadsheet. Here are a couple of examples from Excel to get you started
Solutions Sales:
http://office.microsoft.com/en-s/templates/TC011457101033.aspx
Product Sales:
http://office.microsoft.com/en-us/templates/TC011457181033.aspx
This sales article was written by Karen Andrews,
Director of Shine Sales Solutions, a Sydney based Sales Coach and Sales
expert that works with businesses to increase their sales through
strategy development, sales coaching and mentoring.
13
tweets
The simple truth to increasing sales; follow up, follow up, follow up!
Did you know that the majority of sales leads and enquiries do not get followed up more than once (which could be why your business has a low conversion rate*)?
To improve your sales or that of your sales team, develop a system to regularly check where each one is at and when they were last contacted. If you hold sales meetings, doing it at the beginning or end of each month is perfect.
Here are some statistics that I'm sure you will find most interesting:
- 48% of sales people never follow-up with a prospect
- 25% of sales people make a second contact and stop
- 12% of sales people only make 3 contacts and stop
- Only 10% of sales people make more than 3 contacts
- 2% of sales are made on the first contact
- 3% of sales are made on the second contact
- 5% of sales are made on the third contact
- 10% of sales are made on the fourth contact
- 80% of sales are made on the fifth to twelfth contact
* Your sales conversion rate is how many enquiries you receive vs. how many you convert into customers over a specified time frame. To calculate your sales conversion rate follow this simple formula
Total No. of Sales/ Total No. of Enquiries x 100 = Sales Conversion
e.g. 80 sales / 120 enquiries x 100 = 66.67%
For for every 3 enquiries you will be successful in 1 sale, so you need to have 3 times the amount of your budget (or number of required sales) in your pipeline at any one point in time.
This sales article was written by Karen Andrews, Director of Shine Sales Solutions, a Sydney based Sales Coach, Strategist and Sales expert that works with businesses to increase their sales through strategy development, sales coaching and mentoring.
If you liked this article, subscribe to our monthly Sales Success ezine. You will learn...
* Easy ways to increase your sales and grow your business
* Simple strategies to sell yourself, even if your not in sales
* How to generate sales easier and quicker!
Enter your details at the top of the page or click here
Strategies to give your sales a BOOST in 2010
Well the holidays are definitely over and everything is back in full
swing, with most of the people I'm coming across brimming with
positivity and confidence about the year ahead. As always at this time
of year, it's important to re-evaluate your goals and what you want to
achieve this year.
Remember, if "nothing changes, then nothing changes" so it's important
to reflect on what worked last year, what didn't work and what you will
do differently.
I am currently recommending to my clients that they do some analysis on
their existing customers, what revenue they have brought in, what they
have bought and what opportunity there is to cross sell and upsell.
Many people spend so much time and effort trying to generate new sales
that if they simply focused on cross-selling or up-selling to existing
customers, the same results can be achieved.
Besides, you can find new customers from referrals within your existing
client base.
Here is a couple of quick tips to help you build your revenue in 2010.
1. Analyse your Customer spend
Analyse your customer database and find out what percentage of sales each customer contributed to the overall revenue. Classify your customers into A, B and C level depending on the spend, percentage or value to the business.
Dig deeper and list out what products or services they bought and what else they could get some value or benefit from.
2. Love your Customers
When was the last time you sat down in front of your customers and had a strategic business discussion regarding plans and goals? tMake appointments with all your A class customers and those B and C customers that are valuable to the business or have the potential to grow and ask them
- what does 2010 have in store for your business?
- what are the goals of the business this year?
- how can we make dealing with our business easier?
- is there anything else we can do for you?
- are you aware we also offer (insert new product/service)?
We often take it for granted that our customers know all about our business and the products and services we offer. Take the opportunity to inform them of your plans for the year and what products or services they aren't buying that you feel they could benefit from, and why.
3. Develop an Account Management Plan
Based on your A, B and C tiers develop a plan on how often each of tiers should get a visit from yourself or your salespeople. This will strengthen or improve the relationship and help to keep competitors at bay. The goal should be to have not just satisfied customers but LOYAL and satisfied customers. The frequency of visit depends on the type of business you have but as an example:
- A Class must be visited at least 4 times year
- B Class must be visited at least 2 times per year
- C Class must be visited at least once per year or at least proactively contacted by phone
4. Go back in time
Go back through your records and do a comparison of sales from 2008 to 2009 (calender or financial year, whichever is appropriate). Are there customers that have reduced their spending? Are there customers that stopped spending with you?
Just because they haven't bought from you last year, doesn't mean they don't need you this year. Pick up the phone, make an appointment and get back in contact with your old customers
5. Never underestimate face to face time
Although we live in a time of technology, where just about everything can be done without meeting face to face, never underestimate the value of sitting in front of people. It may seem like a time-consuming, costly exercise but I can just about guarantee that sales will be made (and quicker) when you sit in front of new and existing customers.
It might seem easier to email a proposal but how many times do you play phone tag, wait for them to cal you back and suddenly two weeks has gone by and your still waiting to talk to them? When you sit in front of someone and present your solution in person, you have their complete attention, you can answer any questions and determine their readiness to buy. It really does improve your conversions (quote to sale ratio) and speed up the sale.
This sales article was written by Karen
Andrews,
Director of Shine Sales Solutions, a Sydney based Sales Coach,
Strategist and Sales
expert that works with businesses to increase their sales through
strategy development, sales coaching and mentoring.
If you liked this article, subscribe to our monthly Sales Success ezine.
You will learn...
* Easy ways to increase your sales and grow your business
* Simple strategies to sell yourself, even if your not in sales
* How to generate sales easier and quicker!
Enter your details at the top of the page or click
here
* quotes were supplied by K. Rosen at
allbusiness.com
Am I being a pest when I follow-up?
Did you know that one of the biggest gripes against salespeople by decision makers is the lack of follow up?
Many people resist following up because they find it uncomfortable and don’t want to seem pushy or annoying and many people don’t follow up because they simply forget. This lack of follow-up presents a great opportunity for those who are organized and take the time to do it.
Follow-up is important because
- It lets people know you are interested and that you care
- It’s shows your level of commitment
- It keeps the relationship progressing
- It provides opportunities for new discussions and new ideas
- It reminds people you are out there and available
- It shortens the sales cycle
- It saves people time
- It leads to sales!
When cold calling, follow up can range from one to six months depending on the interest level, time of year and budgets (to name a few). Follow-up is not about pushing your products or services but rather developing a relationship and ‘earning the right’ to do business with people. When following up, don't simply call to "follow up”, add value in every call and think about what you want to say prior to picking up the phone. Is there something newsworthy that you can discuss that applies to them? Perhaps a success story with a client you've worked with? For example:
- "I was just thinking about our recent conversation and I have some new ideas that I'd like to share with you regarding how our [product/service] may actually complement and enhance what you're currently doing, especially when it comes to [state benefit/end result they could realize]."
- "I was thinking about another client who was in a similar situation as yours and thought that you might be interested in hearing about how we were able to eliminate the challenges they had, such as [state some problems your product/service could eliminate]."
- "We've made some interesting changes to our [product line/service/programs/packages] and thought of you and the results you were looking to achieve. There may be a great fit here worth exploring in more detail so that you can [state compelling benefit]."*
If people insist that they have no need for services and do not anticipate ever having a need, ask if they would like to be included on your mailing list so you can send them interesting information, tips (just like this one)and to keep them abreast of changes in your business or your industry.
If you need to follow-up after a client meeting, I find the best approach to take is to ask them when is the best time to call. This is particularly relevant if you need to follow-up a quote and you’re not sure when they will be making a decision. For example – Client “I need to look over your proposal and will give you a call once I’ve made a decision”. Sales rep “No problems, if I haven’t heard from you by Thursday (I usually wait 2-3 days) would you mind if I gave you a call?”
By taking this approach you are being told when to follow up and have been given permission to do so – it’s efficient, removes any discomfort of follow-up and it works.
Remember, follow-up takes organisation and good record keeping – not a good memory. There are a number of great contact management (or CRM) systems that will keep a record of all your interactions and allow you to enter follow-up calls or tasks. Many of these programs integrate with your Outlook calendar and your handheld so you can enter reminders in the office or out on the road. I use ACT by Sage to enter all my meetings, phone calls and reminders, which synchronises with my Blackberry. No matter where I am I always have access to my diary, my reminders and all my contacts. It’s fantastic when I need to follow someone up on a particular day that may have been weeks after the initial meeting.
So, impress your prospects and your clients and earn the right to do business with them; it highlights your commitment and your interest in having them as clients. You will be amazed at the results and just how much you stand out from the crowd.
This sales article was written by Karen Andrews, Director of Shine Sales Solutions, a Sydney based Sales Coach, Strategist and Sales expert that works with businesses to increase their sales through strategy development, sales coaching and mentoring.
If you liked this article, subscribe to our monthly Sales Success ezine. You will learn...
* Easy ways to increase your sales and grow your business
* Simple strategies to sell yourself, even if your not in sales
* How to generate sales easier and quicker!
Enter your details at the top of the page or click here
* quotes were supplied by K. Rosen at allbusiness.com
Uncovering Customer Needs
Looking at your business from a sales perspective and most importantly understanding your business from a client perspective, is one of the most important first steps in sales.
Most people hate being sold to but love the feeling of buying; so the clearer you can explain how your business helps and “what is in it for them” the easier it makes prospective customers to make a buying decision.
The consultative/problem solver approach qualifies and listens to the customer and helps them to buy what they need. The consultative approach focuses on the needs of the customer and how you improve or benefit them in some way.
Every potential prospect that you meet with has a different reason for meeting with you and may also have a range of reasons for using your products and services. These reasons are known as ‘buying reasons’ for the client and are related to what difference you can make.
You cannot see a prospect’s needs; they are inside the prospect and only they can tell you what they are. However, you can be reasonably sure they have a need when they use language like the following:
- I want
- I need
- I’d like to
- We are looking for
- We are interested in
- I wish
- I hope
- What matters is
- It’s important to
- We must
Remember, if your product, service or business can't
- Improve a current situation
- Saved time or money
- Solve a problem, challenge or frustration, or
- Fulfila need or desire
Think of a prospect you are dealing with at the moment, using the reasons above, why would they want to buy your services?
This sales article was written by Karen Andrews, Director of Shine Sales Solutions, a Sydney based Sales Coach, Strategist and Sales expert that works with businesses to increase their sales through strategy development, sales coaching and mentoring.
If you liked this article, subscribe to our monthly Sales Success ezine. You will learn...
* Easy ways to increase your sales and grow your business
* Simple strategies to sell yourself, even if your not in sales
* How to generate sales easier and quicker!
Enter your details at the top of the page or click here
Handling Sales Objections
Objections are simply reasons or concerns that a prospective client has as to why they won't make a decision when you want them to. You will hear statements such as:
• Sounds good, let me think about it
• It sounds great but not just yet
• We do this already
• We don’t get any complaints
• Our reps do that
• I’m really busy at the moment and just haven’t had a chance to look at it
• I need to speak to my partner before I can make a decision
• I’ll have a look at it and get back to you in a couple of weeks.
There are many reasons for objections and they are not always negative. Objections are a great indicator and qualifier as to whether you will get the sale - depending on how you handle them at the time. The best way to avoid objections is to ensure you ask the right questions in the first appointment that uncovers your prospect’s real need. This ensures that you are making the right recommendation and can talk about the related value and benefits this solution will address.
The more work you do up front understanding their needs and what they would like to achieve, the less you will have to deal with objections.
Firstly, hear them out don’t interrupt or try and answer their concerns before they have a chance to finish. When they have finished, acknowledge the concenrn by saying "I complete understand how you feel. Some of my best clients felt that way also" or “I completely understand how you feel, this is a big decision and it makes sense for you to think about this."
Secondly, you need to be sure that the objection they give you is 'really' the reason and if you provide a solution to that problem, they agree to buy from you (this way it's a win/win).
For example: “The Price is Too High”
“I understand you might feel that way. If you don't mind me asking, if price wasn't an issue or we can agree on a price that suits your budget, do you feel this is the right solution/product/service for you? or “if we can agree on price, is this something you could order today?”
Additionally, if they seem reluctant to move ahead, keep asking questions to find out why. You might say something like:
• “Is there something else we should talk about?”
• “Is there anything else I can do to help?
• “What needs to happen before you’ll be ready to make a decision?”
• “Can you tell me what your hesitation is?”
• “When do you think you will have a chance to look at it?”
• “If I don’t’ hear back from you by Friday, would you mind if I give you a call?
• “A couple of my clients thought the same thing, would you be interested in speaking to some of our clients to see what difference we are making to their business?
If the customer is willing to move forwards but at a slower pace, you can propose a lesser commitment than the one you originally asked for. Try to get the best commitment that customer is willing and able to make that day.
If you can’t get a customer to make a decision or commit to a next step, try to get a date by which a decision or commitment will be made.
Reminder:
The notes you made on the first appointment will be critical to the objection and closing process and I strongly recommend you have those on hand for each meeting with the prospect. These notes give you the ability to remind the client of the benefits they were looking for by implementing your product or service as well as other information such as problems and challenges that they were hoping to reduce or remove altogether.
This sales article was written by Karen Andrews,
Director of Shine Sales Solutions, a Sydney based Sales Coach and Sales
expert that works with businesses to increase their sales through
strategy development, sales coaching and mentoring.
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