Tag: lead generation

How to make a Sale

There is a lot of buzz about how to sell effectively. Some have just one goal – to close a deal, others say something from the top of their heads and hope their charm, talent, and knowledge of the product or service they are backing will get them the sale. Not to mention, a few even call a prospect repeatedly until they get an answer.

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All the approaches mentioned above are wrong.

Here is how it should be done.

Find the appropriate prospect
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According to sales coach and author, Wendy Wiess, also popularly known as “the queen of cold calling” –
“Too many salespeople make basic mistakes early on. They need to dedicate more time to the process up front. Being fixated on the end result – closing the sale, they neglect the important initial steps. Focus on finding the fitting client for the product or service you are selling. If you are not talking to the qualified prospect, the chances of anyone turning into a customer, in the end, are very minimal. With the rise of Internet and all the resources the salesperson has now, they are expected to do all their homework before reaching out to a prospect. Look for a prospect whose profile matches that of your top 10 clients – those who buy a lot and do so more often.”

Reach out to the prospect
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As stated by Paul Castian, VP of Jedi Mastery at Castian Training Systems –
” A lot of salesperson research a prospect only once during the process. As businesses are moving with a speed of light, things change constantly. When salespeople gather information, they need to review it over and over again before reaching out to the client. You have to understand your audience prior to calling them and continue learning about them as you go along. Once you make that first call, find out their preferred way of communication, and use that throughout the rest of the process. “

What is important is when you reach out to the prospect; not just how you do it.

Adding to what Weiss suggested, she said, “Approach them before they are in the buying mode. Doing this will make you their trusted advisor. When they are ready to buy, you will be the first person to cross their mind.”

Meet the prospect
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Salespeople should call and ask for a face-to-face meeting, if possible. Schedule a phone call for in-depth discussion about how your product or service will help the prospect.

This is the part where most of the salesperson make mistake of focusing on making the sales. You can not rush from “Hello” to “Let’s close the deal.” There needs to be a discussion.

Use the time to build up a relationship and understand what a client wants or needs.

Make a Plan
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“Get some agreement from the prospect of what will happen next, at the end of the meeting as a lot of salespeople leave things very open,” Weiss says.

You need to ask them about meeting again, when the plan to have a decision with you, and set follow-up call accordingly.

Castian suggests giving yourself and the client some homework between the time you speak again. That will keep you on their mind.

Wait for their decision
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Don’t persistently hound your prospects, as they need some time to make the decision.

As per Castian, ” Don’t keep calling if they are not responding. Get creative. For example, send them a cookie saying ‘I want to take a bite out of your business.'”

After numerous failed attempt to get their response in various ways, just leave them a message.The message that you leave is very important. Leave it open. Many a times prospect call you back after you leave that message.

Be prepared for a “No”
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Find out why the prospect said No. Ask what went wrong. You need to know, why the sale did not happen, It may be bad timing, in that case, you can reach out again in future. Turn rejection into a learning experience.

Castian says, “The really good ones don’t consider ‘no’ as a door slammed shut for eternity. They view it as a ‘not now,’ and they find out why now isn’t a good time. When you ask, don’t make them feel like they are being put on trial. You don’t want them to shut down and get defensive. Be gentle.”

Smart Agents are your Real Assets

Up-to-date customer service agent who is well informed and has knowledge about the product and company structure is the real asset for your Contact Centre.

You are under constant risk of losing business if your agents don’t know the ins and outs of your product. If they are aware of the points mentioned below about your business, then they are awesome, and you should know it!

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  1. Company hierarchy

    It is not possible for a contact centre agent to have answers to every question they get asked on the tip of their tongue, and those who take the initiative may not have the required authority to close the deal over the phone.
    Thus, they should know the company hierarchy and contact the person with the desired credentials for handling such tight situations.

  2. Sufficient information regarding the product

    Your agent may not be a technical genius but should have knowledge about the working of your products. You should provide your agents a list of FAQs for answering fundamental questions related to your products.
    This practice enables them to make a good first impression in front of your customers, and ultimately it makes your company look good.

  3. Latest offers and sales

    Agents should have prior knowledge of any promotional offer or sale provided by the company. If they are unable to provide the verification of that promotion to the customer, it will make them less likely to trust your business.
    Hence, they should know how to maintain proper communication between the marketing and sales departments.

  4. Keeping tabs on product pricing

    As agents talk to your customers directly, they should be the first one to know about any changes in the pricing of the product. Make it a habit of providing your sales team a dynamic price list and update that list whenever the price of the product changes.
    Agents who check the list every time a customer asks for the price of the product are the deciding factor in the growth of your business.

  5. Fostering a relationship with the customer

    Agents can save a lot of time if they transfer a long-time client to a representative who has information regarding the customer’s buying history.
    It will facilitate the representative to bond better with the customer and provide the exact solution they are looking for quickly and more efficiently as the representative will know how the customer prefers to communicate and how they react to various situations.
    Agents with the ability to make quick decisions can help your company cultivate long-term, friendly and profitable relationship with your clients.