profit as a result. The best feature: On the way out, when the customer’s defenses are down, bring up the clincher – that one last benefit or feature you’ve held in reserve.
Always ask for the business. That’s what you’ve spent your time and your client’s time to do. If you don’t ask for the order, you haven’t earned the right to get it.
FOLLOW-UP Protect your investment by keeping up with the necessary maintenance of your success building. It is better to find out about problems early than to discover too late that a leaky roof has rotted your structure to the point of collapse.
Thank the Customer
In addition to thanking clients for the order when you close the deal, send them thank-you notes. Then contact
them regularly to tell them about service or new-product options.
Root Out Problems Ask if your clients are happy. Find out if they have questions. Make sure everything meets their expecta- tions. Look for problems; don’t wait for them to happen.
Answer Complaints Promptly Putting off the worst until last creates bigger problems. When you get wind of a complaint, take care of it as soon as possible. Always deal with the worst problem first – they make the rest of your complaints seem easy.
Collect Favors
When clients ask for special treatment – Saturday deliveries, rush orders, personal services – let them know you’ll be happy to help them. But don’t give away your favors. Let
clients know you’re going above and beyond so they’ll feel obligated to do you a favor in return.
Keep Selling
Once you’ve got an agreement in writing for one order, don’t stop selling. Tie the sold product to other needs you can meet; or, simply ask, “What else can I do for you?”
Ask for Referrals Satisfied customers are one of the best sources of leads. Why go on cold calls when you can get a hot lead from an insider? Always ask for referrals from satisfied custom- ers. But be subtle. Leave your card. Send a thank-you note or email. Make sure your connection to your customers is solid before you ask for a referral.
And best of luck on your next call!
SELLING POWER JUNE 2018 | 9 © 2018 SELLING POWER. CALL 1-800-752-7355 FOR REPRINT PERMISSION.
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