Customers want to feel comfortable & happy with their sales person before they will buy from them. As their sales person, they must feel you have their interest at heart and as if you are their friend. They don’t care how much you know until they know how much you care. They think “Do you care about me?” when they think of you. To be the best sales person you can be you have to take the time to be a friend first.
Your relationship continues after the sale. Your buyer must decide to enter into a long-term relationship with you as you take their money and they wait for the time their order gets fulfilled.
Use statements such as “by the way…” to reinforce their decision to buy from you, for instance “By the way, our customers tell us we have great after sales service.” This is like planting seeds in the prospect’s mind. They will make their buying decisions on how they feel you will treat them after the sale.Find out their needs by asking questions, lots of questions. This will help them feel you care about them and will help to build trust. The more questions you ask, the more you listen to their answers, the more you will be able to identify their needs and repeat their needs back to them, the more rapport you will create, resulting in more sales you will close.
Before you try to sell something take the time to develop the relationship. There is definite order to selling and selling out of order will usually kill the sale. In relationship model selling, 70% of the sales process is completed before you begin to present your product.
A typical model of relationship based selling:
Step 1 – Build Trust – 40% of the sales process is spent building rapport and trust.
Step 2 – Customer Needs – 30% of the sales process is spend identify the customer needs.
Step 3 – Product Presentation – 20% of the sales process is presenting your product.
Step 4 – Confirming and Closing – 10% of the sales process is spent confirming and closing the sale.
Listen to their needs attentively. Lean in to hear intently. Don’t interrupt. Pause a few seconds before replying and allow silence. The sale takes place in the silence. It also allows you to hear their comments on a deeper level. Ask question for clarification; “How do you mean?”, “How do you mean exactly”, then paraphrase in your own words their needs back to them; “Let me see if I understand what you mean”. This proves you were really listening.
The larger the sale, the longer life of the product, the more people involved, and the first time buyer are afraid of RISK. Risk is the biggest reason people hesitate when buying your product or service. They don’t want to make a mistake, they don’t want to pay too much, their afraid of making others unhappy, or getting something they can’t use, don’t want, etc. Position yourself as the low risk provider. Lower risk creates value for a higher price. If they counter that they can buy it cheaper somewhere else, you can counter with “Of course you can, if you’re willing to take that kind of RISK.” Customers are willing to pay more for the lower risk and most secure option to their needs.
People buy from people so take the time to develop the relationship. This will inherently create trust and credibility and a long time customer.
By Aaliyah Brooks