What Are The Four Words Every Person Involved In Sales Hates To Hear?
I was sure they would decide to buy, but for some reason they didn't.
It was very disappointing when they walked away and told me: "I'll let you know".
These were four words I hated to hear.
They never ever"let me know".
Later I discovered they had bought the identical item from another company- at a price no different to mine! Obviously someone with far more effective closing skills than mine had managed to get the signed order.
It was very frustrating indeed to realize the time I had spent had been completely wasted.
I had failed to master an essential selling skill - the ability to close the sale! Selling is not an art, it's a skill.
The ability to close a sale effectively is one of the most important skills you need to learn in business.
To be more successful than your business rivals, your selling skills must be superior.
These are skills you can acquire from years of experience.
You can learn from your mistakes.
But there is an easier way.
You can benefit from the experience of others.
EVERY PROSPECTIVE CUSTOMER IS DIFFERENT.
One of the most important lessons I learnt in the many years I was in business, was that every prospective customer and client is different.
You cannot negotiate with everyone in the same way.
Each person has to be handled differently.
In order to do this, it is important to "qualify" your prospects.
You have to determine what type of person you are dealing with.
QUALIFY YOUR PROSPECTS.
This is a basic, but very important skill.
It will help you to close a great many more sales and clinch far more deals.
Train yourself to be observant.
Study the body language of your prospective customers and clients.
You will pick uptell-tale signs that willgive you a good indication of their character and personality.
Your ability to get the signed order will depend to a large extent on your ability to "qualify" your prospects and communicate with them in the most suitable way.
During the course of your selling career you'll have to deal with a wide variety of different personalities.
Some pleasant, others not so pleasant.
Because it's not possible, in a short article like this, to discuss the most suitable ways to handle many different type of customers,I'm going to use one type- an unpleasant type -toillustrate how important it is to adapt your behavior to suit the circumstances.
THE SARCASTIC, 'KNOW-ALL', ARROGANT, SELF-IMPORTANT CLIENT.
This typeis one you'll have to deal with far more often than you'd like to.
But there are ways to handle this difficult type of person.
HERE ARE TECHNIQUES THAT USUALLY WORKED FOR ME.
It doesn't take long for you to recognize this type of person.
After exchanging just a few words, you are able to do so.
Your immediate reaction to unpleasant, sarcastic comments will beirritation.
Quite understandably, you may react with sharp remarks of your own.
On the other hand, you may simply clam up, bite your lip, say nothing, but make it obvious from your expression that you are unhappy with the person's unpleasant manner.
Your best approach -one far more likely to result in adecision to buy your product- is to respond to disagreeable, bad manners by being extremely courteous, warm and pleasant.
You may find this verydifficultto do in the circumstances, but it's a valuable lesson in self-control.
People of this type do their best to show you how important they are.
They like you to know they control situations.
On occasions they will even try and provoke you to respond aggressively.
Resist the temptation to do so.
Ignore any comments disparaging to the product or service you are offering.
Don't try and defend your product or service by mentioning how many satisfied customers are already using it.
This will only result in further derogatory comments to defend the position they have decided to take.
You may derive a great deal of personal satisfaction from "giving as good as you get", but this is certainly going to cost you the sale!Is it worth it? Smile at their irritating remarks.
You can often diffuse the situation in this way.
Give the impression you've not been offended at all.
Act as if you have taken it for granted the person is merely teasing you.
Pretend you find their comments amusing and clever.
The point to remember, is that the reason why they have made disparaging remarks is because they have become accustomed to using this form of rude behavior with everybody.
They have not singled you out for this treatment.
Remind yourself why they approached you - or agreed to see you - in the first place.
They probably need the product or service you are offering and eventually do intend buying it.
If you are unable to deal with their offensive behavior they will buy it from someone else.
If you show you are offended by their attitude, they'll probably walk away, mumbling about the "poor quality of service" and place their order with someone less sensitive than you.
Continue to explain, clearly and calmly, all the favorable features, technical details and advantages of your product, without any unnecessary exaggeration.
Reassure yourself mentally that the situation you are faced with represents achallenge.
Remind yourself that every negotiation is a contest in some form or another.
You know how essential it is to win the war not the battle.
Never lose sight of your primary goal-to close the sale and clinch the deal.
And you definitely will! With the selling skills you have mastered and the superior weapon you have at your command - self control - you are going to win.
You are going to get the signed order.