Selling Power Editors
Try these field-tested strategies from real sales leaders for keeping customers happy and overcoming customer objections.
1) Speak your customer's language.
When I know my customers have been using my competitors' products and are used to their item numbers and product names, I know that this "language barrier" sometimes prevents me from getting the sale. Since my customers don't have the time or motivation to learn another manufacturer's nomenclature and item numbers, I make it easy for them. In the margin of my price list I added a column and use it to place our competitor's item numbers next to my company's equivalent products. This tactic helps my customers understand just what they're getting for their money and how my products compare (favorably) to what they already have. My customers have told me that this was the best thing I've done to earn more of their business! – Bill Cullen, Executive Marketing Representative
2) Add cheer to your voice.
I am a sales manager for a small manufacturing company. For a short time, I also held the position of purchasing manager at the same time. In doing both jobs simultaneously, I discovered a little tip that I have passed down to my sales and customer service employees. When speaking with customers, always have a bright and cheery voice. Always use the customers' names and make sure they hang up with the feeling that you enjoyed speaking with them. This may be something everyone knows, but does everyone make an effort to give this to every phone call? We have found it very effective. – Lynne M. Taylor, Sales Manager
3) Give prospects a multiple-choice option.
When I hear "I want to think it over," instead of drilling my prospects, I put them at ease by saying, "You know, Ms. Prospect, when someone tells me they want to think about their decision, it usually means 1) they feel the price is too high or value is too low, 2) they don't believe in my company, my product, or me, 3) they're afraid of making a mistake, 4) they sense the product may be more troublesome than the problem, 5) they think the product will soon be obsolete, or 6) there's some other reason why they're not making a decision. Would you share which category you fall under?" This approach usually convinces my prospects to open up, so I can help them without interrogating them. – Carlos Llarena, Director of Recruitment