Category: Sales Techniques

All measurements made so far have all one and the same objectives: to close the deal. Thus, some steps can be skipped if not needed for closure. The key point is to develop the ability

All measurements made so far have all one and the same objectives: to close the deal.

Thus, some steps can be skipped if not needed for closure. The key point is to develop the ability to sense when the client is ready to buy. In fact, this is a special time; the seller should speak as little as possible, because these things could inadvertently blow up the purchase.

From the moment the client is ready, any time will be good to conclude the negotiations, and before we conclude the better.

E ’should be concluded quickly but without haste. Should remain calm and perform all the steps necessary to formalize the purchase.

Find out when the time is right

If you want to maximize the time available, you must learn to recognize “the right moment.” There are many verbal and nonverbal signals that serve as indicators, many of them we have seen in previous chapters.

Pay attention to what the customer says and time (minutes) which uses during its expressions. The time may provide an indication of the fact that in the mind of the buyer purchases already made and expressions he imagines the future while using the product / service you are purchasing (I can use this cream to protect against mosquitoes or: with this car I can go to the beach whenever I want).

When you realize that the customer has already bought the product ideally, formalized the purchase.

Lead to the conclusion

Although sometimes we anticipate the customer and helps us to quickly reach the closing of the sale, this is not always the case.

Often, even after obtaining the customer’s attention, collect information, anticipated objections, created the ideal state to purchase the product is presented in the best way, we realize that something is missing so the sale goes through.

In this case, ask direct questions that can continue the negotiations:

What should happen to close the deal?

What other information can be useful to purchase the product?

Usually after one of these questions (or similar questions that give a turn to negotiation), the customer expresses his last stand if treated properly will lead to the sale of the product or the refusal by the customer. Either way you will be able to disengage or not waste time in lengthy negotiations that lead nowhere.

Post-sale

The work begins after sale during the sale. Even if the customer has accepted all conditions and is eager to purchase, you run the risk that the next day to repent of your purchase.

Unfortunately, this situation is quite common, the customer buys the product, takes it home and only there you realize you have spent more than they wanted to spend, or that the tool has some function in less or anything else at this point comes the disappointment.

But, how do you avoid this situation?

The technique used is the same one used to deal with objections. Knowing what can happen at the end of the sale you try to anticipate and make sure that the customer will be happy with your purchase in the future. Remember that a satisfied customer will bring more customers and you will reduce the time required to search for new contacts.

Another of the most common phobias (along with that for the price) is the phobia for the objections. Often it is difficult to treat, to deal with them, and sometimes you give up a sale due to small negative references made by the customer.

As we have said, it is important to believe in the product; otherwise you give up the first resistance to the sale.

We start from the point that it’s hard to sell something that does not have a weak spot, so we take into consideration the fact that the objections are part of the sales process and that the most important thing we must do is: learn to manage them. The objections tell us what the concerns of the client are and teach us how to better present the product to avoid them in future.

Below we will see how to handle objections from customers; an objection properly managed in most cases will result in the sale.

Let’s start with objections

Sellers who do not want to hear objections probably will never succeed in sales. To achieve significant financial need to be prepared to properly handle the various situations that arise during negotiations. Adequate preparation will allow you to become a successful seller.

Certainly you can learn to handle objections in a different way, this is possible through comparison with more experienced sellers or through a specific training, but it is important to be aware that each time, during a negotiation, you will face some objections and management of these that will give you the opportunity to stand out.

Now try to stop a moment and a list of all the objections that you hear every day from your clients or possible objections that can be moved from potential customers, make a list as complete as possible.

Anticipating objections

Essentially to become a seller who receives little or no objections must first know the problems that customers normally complain (see the list made previously), and then anticipate looking for a way to ridicule or make them trivial, so unlikely your partner continue to argue objectors.

In this way, you can virtually eliminate the possibility of receiving objections from the customers.

The way to anticipate the objections is critical to the success of this tactic and can work well with some customers and less well with others, so it is useful to refine the advances in order to make them satisfactory for most of our customers. Now take your list of objections and try to create advances satisfactory for use during the negotiation.

New objections

Of course you can still receive the objections that I had not thought of or that no one had ever placed there. In this case you should write the claim made by the customer to create a preview you can use in sales.

But there is still a case to be seen, the case where the customer’s objection is well founded. That is, the customer has reason to complain. In the event that the real problem is selling the product to the customer only if he is highly motivated to purchase, and we still communicate the problem to the company.

Selling despite objections

As mentioned above helps us to handle objections during the next sale, but what we do during the negotiations?

If we are convinced that such investment is still a good deal for our client, we will:

By observing the nonverbal behavior of the customer and trying to enhance the product to facilitate acceptance of likely faults.

Nonverbal behavior

Sometimes the objections are not truthful or otherwise have anything else, a tool that we have is non-verbal communication of the customer and then matching with what the customer has informed us.

If the claim made is inconsistent and can rise to the suspicion that the claim is only a ruse to cover other motives other or simply that the customer wants a discount on the selling price. This type of objection might make you lose time, you must find out what the real needs of the customer.

Enhancing the product

Our task will be to try to enhance the product so that the customer is satisfied with the purchase and buy despite the ‘objection.

Whatever the problem levers to be used are always those emotional, security, pleasure, quality, trust, comfort or anything else that can compensate for the objection and that the customer will lose if he does not buy the product.

Remember all that you sell are only feelings, you just find out what is the feeling that can overcome the objection and to close the sale.

In conclusion

The management of the objection is very important and we must learn to anticipate and neutralize them before they occur to avoid rejection of the purchase.

Create a list of objections and learn from them. During the next sales anticipatable and ridicule them, you will see that disappear.

In case there are new ones, put them in the list and do your best to make the sale using the leverage of values ​​that can counteract and overcome the objection.

With practice you will notice that customers will be less resistance and will increase your chances of closing the deal.

To gather information includes both the knowledge of the customer is to incorporate all the signals that the customer gives us to understand how it is evolving the sales process.

This is an important phase of the sale, as at this stage we gather the information, select the best and use them to achieve our goal.

Knowing the customer

Normally it is important to find out as much information about the customer regarding the product you are selling, but do not forget that other news not related to the sale that you are doing can be helpful, but usually these are the most personal information obtained in longer periods but the latter are useful to establish a lasting relationship with the customer.

Be careful though in some cases you end up knowing the life of the customer and they have not sold anything.

So be objective and if you run into a talkative customer be sure to talk after you close the deal and remember that there are still other customers to visit. But be careful how close and disengage from the client while maintaining a good rapport because the customer may judge you “hasty”.

Some useful information to know:

• The client’s taste in relation to the product we sell
• The financial capacity to purchase the product
• How and why the product is important for the client
• The degree of need for the product

If you have friends or acquaintances who want to receive a gift that product

… And many other applications that integrate customer insight

But the main point of vital importance:

What the customer wants to declare itself satisfied with your purchase?

The answer to this question is the key to close the deal and win more customers. In fact, as we know, the product must meet the needs and desires of the customer, then how can we get this information?

In many cases the answer we are given spontaneously by the client, but the important thing is to be totally focused on finding this valuable information.

We can try to ask ourselves this question: What features should my product have to meet the needs of the customer?

Knowing that a good seller will try to exceed customer expectations! But if you have the confidence that the product will not meet those expectations required by the customer and the customer will repent soon after purchase, do not close the sale. This attitude will earn you the respect and trust of the customer for next purchase will probably turn to you. The philosophy in these cases is: lose a sale, but gain a customer.

Job Information

Throughout the time of negotiation the client will give you useful information to carry out the sale and will provide useful information to close the sale.

This information, if recognized and used correctly, you will sell simply because they allow the customer to drive so he feels included and involved.

The basic idea behind this process of gathering information is to discover the decision making process of the customer and customer satisfaction in every phase of it.

The most important information on which we focus our attention is:

• You agree or disagree with the product and what we’re saying?
• It is reasonable or unreasonable with his attitude?
• What are the needs and what is the importance of product characteristics?

Surveys of agreement or disagreement

The ability to detect signs of agreement or disagreement is crucial during a sales process, but also in other professional activities or not.

Of course it is easy to know whether the customer’s agreement or not after you verbally, but in this case it might be late and make up is a difficult and in some cases not possible. We should not be able to know in advance.

Ideally, when a sale is collected in advance the intent of agreement or disagreement with the customer before he speaks and if necessary changes the course of the presentation / expression to obtain the consent.

The only way to anticipate the customer is to find non-verbal signals that will provide you after your every statement.

As of now, during the sales process, avoid getting lost in thoughts and open your eyes, ears and other senses to identify the clues that the client will provide you and take you effortlessly to the end of the negotiation.

The signals from the body

There are several signs that can be used to obtain useful information, such as they keep it in mind two, easily observable and which best indicate the intention of the client.

Nod

If we look at children, we can see how to use his head to affirm or deny something. We sometimes use these same gestures involuntarily, because they are deeply rooted in our unconscious and occur spontaneously and involuntarily.

This is the first non-verbal gesture to which we must pay attention.

For example: if your talking to a customer realizes that there is a disagreement with showing negative signs of the head, he does not expect its external verbal disagreement, but adjusted the route of your statements. If the customer expresses his disagreement will require much more energy and time to overcome and win back his agreement.

To avoid the objections and maintain rapport do the following: while exposing your arguments move the head slightly back and forth (signal arrangement) and if your partner is in agreement with you will tend to lead to reciprocate the gesture of agreement. This is a simple and valid to receive a positive response and continue the process of selling certain that the client is following us.

Facial expressions

Look at the face of the customer is another way to understand what the customer is thinking.

There are some well-defined signals that express approval or disapproval, it is necessary to find out when the person you’re talking about showing these signs.

The expressions most commonly expressed by the face are: the smile, the eyebrows up or down, eyes more or less open, if you are frowning or lying. In some cases the models and expressions common to many can not work with a specific customer, in this case you need to ask the client questions in order to better understand the expressions of a single party.

The identification of patterns of facial expression is done through a method called the gauge. This method speaks to the customer and you make statements with which you are sure that the customer agrees. Then you look at the score and then make claims with which the customer certainly does not agree. Looking at the customer identifies the words in which the customer expresses agreement or disagreement with the expressions we made.

Identify the congruence ol ‘inconsistency

The consistency or inconsistency is another type of information that is transmitted during the time of the conversation from the customer, but little is consciously perceived.

For consistency we mean when all the information both verbal and nonverbal is consistent and mutually reinforcing, that when a person acts in a way congruent with what he says.

Identifies the congruence during sales negotiations is crucial to understanding if the customer really agree with what you are telling or have some unspoken objection, and then he’s bluffing. In fact, based only on what the client says verbally can be a mistake.

For example: At the end of a party the host asks a guest: “I liked the party?” The policy response in this case is: “Yes, wonderful holiday, everything was perfectly organized.”. However, looking at the head of the guest, you can see a typical movement of negation. This passage indicates an ambiguous expression and incongruous!

In addition to head movement, there are other signs that may indicate an inconsistency, some of them are: facial expressions, the asymmetry of the body and eye movements, but the latter are more difficult to grasp if you do not have a training specification.

What to do if you detect a discrepancy

In the case of a negotiated sale, the inconsistency may mean that the customer has still not sure or do not want to express any objections or in some cases is hiding something about it. Usually unconscious signals of inconsistency are reliable, but that does not mean that the customer is in total disagreement with you, it is likely that some details of the negotiation, product or service are not clear. So, if during a negotiation identify an inconsistency in the expressions of the client will not have to do is ask the customer if somehow we can provide further information or which are the points that it is better to review together.

Conclusion

Obtain useful information during the sales process is a crucial point in the talks, because thanks to this information will be able to know the client, to perceive the real needs and satisfy them. Some of this information will be provided voluntarily by the customer, while others will be snatched by the seller through verbal and nonverbal especially the customer.

What is Rapport?

The report in the sale process is understood as the creation of a harmonious relationship and trust with the customer, so they are more open to share information and to accept suggestions from the seller.

Surely there will be realized to meet someone for the first time, on the street, in stations or anywhere else, and after half an hour you know a lot about his life or maybe yourself the secrets confided to you that you have not revealed even to your closest friends .

What happened? Simple, you have established a rapport.

Establish a rapport with another person, it generates a feeling of acceptance and trust which is fundamental in the sale. At this point, I think this extraordinary ability to establish rapport is innate in some subject and for others there is nothing to do, well, not so! Each of us can learn to create a rapport with the customer or with the people they know.

First, it is important that there is a desire to understand and want to help the customer; sometimes you just need this small opening of the seller to the customer to begin negotiations in a positive way.

The ways to establish a relationship are many; here we focus on the most popular. The techniques that lists can be used together or separately, at it’s best to focus and use one technique, then with practice you will be able to integrate the techniques and get much better results.

Here’s how to create and establish a rapport:

• Trace non-verbal
• Trace para-
• Trace Minutes

Trace non-verbal

The technique of tracing non-verbal is based on the monitoring of movements and body language of the customer.

This type of rapport is assumed that communication between people never happens on one level and that the way our body communicates is very important, then two bodies moving in harmony, even if unwittingly create a relationship of trust and understanding.

Several studies have shown that, during a presentation, 55% of the effect on the public comes through body language (gestures, posture and eye movements), 38% is due to the tone of voice used, and only 7% came from the content of the presentation. Thanks to this study is to understand the possible role of gestures during a presentation or a negotiation.

But how do you create a rapport with the tracing of non-verbal score?

The non-verbal pacing can be understood as a kind of dance without music, where you should follow the first dance and gestures of the customer and then later you must ride in the ballet.

To do this you must reflect gestures, posture, expressions, body and even your breath.

Obviously this should be done with extreme care, respect and common sense, since you must not notice what is happening. Needless to say, tics, or other oddities should never be reflected.

Having traced the client should start to lead the dance, so start with a few gestures other than those made by the customer (such as touching the chin or arm), and check if the client is following you in a natural way in what you do . If the customer does not follow you then started to trace it and then started again from time to time to guide the process until you have success and he will follow unconsciously.

Once the client is following in the dance, accepting your guide, you’ll know you have created a rapport, continue the negotiations taking care to check every so often that the customer continues to follow and be in “contact” with you, since the process is dynamic, so you may have said or done something that broke the “dance”. You must test and maintain rapport throughout the sales process.

One of the best ways to understand how this mechanism is to observe people, how they behave when they communicate flirt or talk. In bars, restaurants, parks or at parties, observed the gestures and the “dance” of the people. You will understand how people behave, their gestures and movements, you will notice the difference between those who interact in harmony and dialogue in conflict.

To develop this technique, a lot of practice and especially the intent of wanting to understand and helps the customer.

Trace para

The voice is another important factor in communication, the same words spoken with different tones can be perceived by the other party in different ways.

First we must pay attention to the characteristics of the voice, there are many factors that make a difference, and here we mention the two most important: the tone of voice and speed of speech.

Surely you know someone with a voice that, no matter what he says, bothers you, then easily understand the importance of tone. Imagine a person with a shrill voice that presents the news, would be a failure! Now, imagine someone with a voice, quiet, soothing, inspiring trust and reliability. With whom would you stop for a chat?

Now think about the differences between these two items and choose what you like to have as a model.

Regarding the speed of speech, however, there are people who talk so fast that it is hard to understand them and others who speak so slowly that we’re bored. Of course these are extremes, but serve to emphasize the importance of the speed with which we speak and the effect it has on the listener.

Well, once we have given our customers the way he talks, we will put in place a procedure identical to the body tracing, we will change the way we express ourselves up to suit the customer, then slowly edit and test if it is behind us. The main points of this copying process are the tone and speed. Obviously avoid trace foreign accents or speech tics that could jeopardize any possibility of establishing a rapport.

Remember it is not necessary to become a copycat; you only need to follow in the way of talking about the customer, then resumes its rhythm and occurs if the client is behind us.

Trace Minutes

The tracing of the expressions deserve a whole “treaty” on the subject, but here we want to simplify things without losing sight of the ultimate goal which is to establish a relationship of harmony and trust between you and the customer.

In this technique are the words used, the content and meaning of the sentence to be modeled.

With the tracing report we report the customer a sentence equal to or very similar to that which has made by adding personal opinions

Here’s an example of this technique:

Customer: I want something nice and comfortable

Seller: The monster something nice and comfortable that will suit your needs

The important thing is to use the same words of the customer with the order in which they were delivered and then merge them or add your own idea.

This technique is very effective and greatly reduces the time needed to create a rapport.

Again, this technique should avoid the ‘parrot effect, “So, we will create interesting phrases intelligently.

In tracing the expression is very important to keep in mind the words used by our party that are directly related to his senses.

This procedure (as well as other previously mentioned) is based on the principles of NLP (neurolinguistic programming) that each person uses a particular channel (visual, auditory or kinesthetic) to express themselves, and of course to incorporate the information from the outside.

Consequently, a person who communicates mostly using a visual channel, it will use verbs and words associated with that channel, and is expressed using words like: look, see, think, etc.. To get in tune with that person, during the conversation, we will use its own channel “view” by using words associated with it that way. We prefer not to go into details of this argument because we would go to lengthen and complicate our “simple” being sold, but we encourage curious to know more about who we think very interesting.

Here are some of the terms used by subjects in their expressions, according to the predominant channel of communication.

The subject Visual use terms such as:

Looks spectacular, beautiful, beautiful, I see, clear view of perspective, light, reflection, scene, fantastic, etc.. Etc…

The subject Auditory use terms such as:

Listening, loud, harmony, feel, noise, rhythm, emphasis, tone, deaf, dissonant, and so on.

Kinesthetic the subject use terms like:

I think, perceive, understand, recognize, remember, explain, calculate, and decide, and so on.

At this point, we just identify the subject, analyzing the terms used during the conversation and relate to him using the same terms that refer to the same direction. The results are surprising.

In conclusion, I reiterate and emphasize a few key issues to establish a rapport during a sales negotiation:

• You must be motivated by a sincere desire to understand and help the client
• You must be prepared and conscientious throughout the negotiation
• It is necessary to trace the customer as little as possible and then take him in the choices

The report therefore is not merely a phase of the sale, but it is a mechanism that begins when they get attention from customers and ends only when the sale is completed.

So far we have seen how to set our action plan to widen the circle of contacts and succeed in your mission to sell. Now, I will tell you who your most important customer, one who can change your life and the way you sell, well, that customer is yourself!

You and only you can radically improve your sales negotiations, believing in the product, placing in the ideal emotional state and having a technical training on the product.

In fact, all the preparation required can be summarized in these three simple steps:

• Technical Training
• Confidence in the products
• Ideal emotional state to sell

Technical Training

Technical training has to do with the knowledge of the products we sell and the terms of payment and delivery of the same.

Often companies offer their sellers technical training on products, if there is an offer, ask the company on information, often a visit to the company and a conversation with the technicians can help clarify some doubts about the product or service that you are going to sell.

The attendance at courses, conferences and trade shows, you gain knowledge that will allow you to study technical solutions for the customer, also knowledge of the topics that you are going to expose you will have more security during the conversation with the customer.

Confidence in the products

To sell something you must believe in what you sell, so during the negotiations you must be convinced that at that moment, you’re not just selling a product, but are offering a solution, solving a problem.

Have you ever talked to someone who believes in what he does or what sells?

Surely the answer is yes, because that person has affected the motivation and the strong conviction with which you spoke.

So, for starters it takes preparation, confidence in the product and above all be sure that the product or service you are selling is able to meet the needs of the customer.

In fact, some think that a good seller is someone who sells a lot, and this is partly true, but the important thing in sales, to increase the number of customers and retain existing customers is to offer solutions. If the goods or services sold are not valid, your customers not only buy more from you, but also lose confidence, and negative information circulating may put a strain on your business.

Every good salesman sells so that her client is satisfied with the purchase and has no regrets and remorse.

Ideal state to sell

Another important point is not negligible and the emotional state of the seller at the time of sale. It does not matter if, at other times, it was timid, grumpy or you think “are what they are.” When you are at work there are some features that are vital and that makes the difference.

So if you do not have these innate characteristics. It is necessary to prepare and prepare for sale, learning to get into the “Party” when you are in front of the customer.

Richard Bandler, creator of NLP, identified that the ideal state is to sell a mixture of three states:

• Humor
• Resolve to act
• State of seduction

Well, if you have all these features, you’re lucky, use them. However, if your profile is not reflected in any way, do not despair, with the calm and goodwill you can learn everything.

Humor

Good humor is important if you have to work to sell something, you must be a born comedian, it’s important to be positive, and convey a positive mood and also the one who speaks to you. Probably will happen to you to buy something from a seller … grumpy and negative image that is left of him? She returns to buy from that seller? The answer certainly is “NO!”

The humor is greatly increased his chances of being remembered as an interesting person and with which it speaks nicely. Be careful, do not need to tell jokes, it’s important to be smiling and jovial, always remembering to be consistent with your way of being, with ethical values ​​and the messages you want to send to the customer.

Each of us has any problem or concern, but when we work we will strive to maintain a smile and treat all customers with a positive attitude, regardless of the customer in front of you.

Resolve to act

This is a basic feature that every vendor must have, especially the vendors that must begin in the first negotiation. In fact, as is usually the customer who comes into the shop looking for a location to buy and the seller accepts it, for many sellers do not, for they have to do the ‘initial action in search of a potential customer.

Therefore, it is the seller who must act and not hesitate, as the outcome in many cases can be detrimental to the achievement of results to be achieved. Should be involved and take action, achieve and conquer small pieces of something bigger, “success in selling.”

Do not wait; do not be deterred by ‘no’ when you get your business, go talk to your customers! Each of them could take you much higher earnings than those already achieved.

Seduction

Entice the customer. This phrase probably has already heard several times in seminars, courses and conferences. The same companies invest a lot of money in advertising campaigns, training programs and quality of service offered, with the sole purpose of seducing the customer.

But as the seller can seduce the customer?

Well, just remember what you went through the mind and how you have behaved all the times he wanted to seduce someone interesting or attractive. Remember the desire and the motivation that impels you to fulfill the wishes of that person to engage and draw it. When you want to win something or someone, change the posture and the involvement, motivation and, consequently, multiplies the results.

To capture the customer must seduce and involve, without force, since the customer must be aware that its decision is the result of his right choice.

Once able to attract someone, we must act with great responsibility, selling products or solutions and cultivating the relationship with the customer, our goal goes beyond mere sales. What we want is to establish a lasting relationship aimed at selling more products and services over time.

At this point you’re wondering how you can use the three states (sense of humor, determination to act the rule of seduction) at the same time.

Before you start selling, take a moment and do the following:

1. Imagine the client as an interesting person
2. Think of the sale as if it had been carried out
3. Find a way to have fun during the negotiation

The first step you will work with the desire to seduce, the second point you will act without hesitation and the third point will make the selling process more enjoyable. The first few times you do this exercise will seem bizarre, but then becomes easier with practice and the results will not be long in coming.