5 minutes that will give you 30% more business!
I wanted to write a short piece today to help people be more successful in generating more revenue in their businesses. What is the biggest bang for your buck I can give you. Well, take a look below and although a general simplification of some of the training modules I provide, I hope this helps you and your business. I have seen the success of this numerous times when I run full training services. I hope it helps you!
IDENTIFYING CUSTOMER ATTITUDES
Being told NO either politely or abruptly when speaking with a client and pitching we have been told historically to think about this as a customer ‘objection’!
This is quite simply an over simplification of selling theory.
Recently, with people seeing more challenges to selling more products or services I thought it would be a good idea to elaborate on the more technical way to think about rejection when selling.
The key to this approach is learning to do two things:
IDENTIFY AND CATEGORISE the customer attitude you are being presented with and then
LEARN THHE DIFFERENT WAYS TO OVERCOME THESE ATTITUDES Using the simple approaches below.
1. IDENTIFYING CUSTOMER ATTITUDES
ACCEPTANCE
(APPROVES OF OR AGREES WITH BENEFIT)
Is a customer statement of agreement – “It sounds as if you can save us time”
SCEPTICISM
(QUESTIONS OR DOUBTS A BENEFIT)
Is a customer statement that questions or doubts whether you product will provide the benefit you say it will – “Its hard to believe we would achieve the level of saving suggested”
INDIFFERENCE
(PERCEIVES NO NEED FOR BENEFITS)
Is a customer statement of lack of interest in your product because of no perceived NEED for its benefits – “I see no reason to change brands. I’m quite happy with what I’ve got”perceive
OBJECTION
(OPPOSES SOMETHING ABOUT YOUR PRODUCT/SERVICE)
Is a customer statement of opposition to your product, the customer dislikes something about your product! – We’re defiantly not going to buy this. Your price is far to high”
STALLING
When a customer will attempt to hide a negative attitude by stalling – “Come back to us on this” “Send me a brochure. I will contact when we want to go further”
If you think a negative attitude is behind the STALLING you should continue to probe to uncover an ATTITUDE.
If you are not 100% sure on your identification of the customer attitude then please ask more questions until you are clear in your mind which bracket they fall into. If you do not do this you will try to overcome the attitude you ‘think’ you are facing with the wrong solution!
PROBING FOR UNDERSTANDING
If you cannot be sure what the customer’s attitude is i.e. It is not a stalling comment but NO clear indication of attitude – “well I don’t quite see it that way”
Continue to PROBE to understand attitude if you don’t PROBE you will have to guess and you might get it wrong.
So how do you handle these attitudes? I have highlighted this in brief but if you want more information on this then please do feel free to contact me.
HANDLING CUSTOMER ATTITUDES:
ACCEPTANCE
Everyones favourite. Use assumptive language and close the deal by moving to close they order as quickly as possible without being pushy.
SCEPTICISM
Use a proof statement.
A PROOF SOURCE IS ANY REFERENCE OR PIECE OF INFORMATION THAT PROVES THE BENEFIT IN QUESTION
DO NOT AGREE WITH THE CUSTOMERS SCEPTICISM!!!!!!!!!!!!!!!!!!!!!!
You should have a list of proof sources for each of the products or services you sell.
INDIFFERENCE
By far the toughest attitude to deal with. When a customer does not see the need for your product/service. YOU MUST PROBE TO UNCOVER CUSTOMERS UNREALISED NEEDS!
You uncover unrealised needs by probing for opportunities that you can confirm as needs. You MUST guide the customer into revealing problems that could be dealt with by your service.
USE CLOSED PROBES TO UNCOVER OPPORTUNITIES.
KEY – YOU MUSY KNOW YOUR CUSTOMERS BUSINESS AND ACTUAL OR POTENTIAL PROBLEMS THE CUSTOMER MIGHT EXPERIENCE.
OBJECTION
These fall into two distinct categories rather than being lumped all into the bucket of OBJECTION.
Misunderstandings about your product or service due to lack of information.
Probe to confirm the customers need
Make a supporting statement to clear up the misunderstanding
Drawbacks of your product or service, which exist whenever the customer expresses a dislike of, or dissatisfaction with, your product or service which you cannot directly satisfy.
One way to outweigh a drawback is to remind the customer of the benefits already accepted. The benefits you can use are the ones already accepted in this or on previous calls with the client.
STALLING
The problem with stalling is that we really have not identified what attitude really sits behind the desire not to commit to the sale.
If you think a negative attitude is behind the STALLING you should continue to probe to uncover the CUSTOMER ATTITUDE AND START AGAIN ONCE YOU ARE CLEAR ON THE ATTITUDE YOU ARE FACING.
.Listen, this is a brief overview and you might have to read this article a few time to get the general idea but I want you to come away from this knowing that whether dealing with customers, employees, team members or even members of your family. This is genuinely the gateway to getting more successful outcomes AND GENERALLY PROVIDES SIGNIFICANT INCREASES IN SALES FOR CUSTOMERS. If you wan to find out more about the training Vertical Evolutions provides please contact us via the contact page or call on 020 8016 3668. Have a good week.
