Preferences when client is reluctant to buy:
- Will deal with "unreasonable" objections in a straightforward way.
- Identifies legitimate objections using careful listening skills.
- Is rational and flexible when handling resistance.
- Keeps emotional responses under control.
- Remains levelheaded.
Areas to challenge when the client is reluctant to buy:
- Be more alert to the human aspect that affects decision making.
- Don’t become so serious that the customer rejects your ideas.
- Understand that enthusiasm for the product may not be apparent to the customer.
- When the customer offers a rebuttal remember it maybe coming from feelings and not from lack of details.
- Smile sometimes, and lighten the tone when responding to a customers concern.
- Work on being seen as more perceptive and caring.
Preferences when asking for the sale:
- Makes proposals that customers respect and trust.
- Always fulfills obligations.
- Capitalizes on opportunities for repeat business through keen professionalism.
- Proposes real solutions to continuing objections.
- Acknowledges the customer's on board when the check arrives!
- Uses a orderly and structured approach to the customer’s needs.
Areas to challenge when asking for the sale:
- Take care not to appear demeaning when using advanced knowledge.
- Say: "Can we just move forward?" when it is appropriate.
- Understand, to the customer this is generally not just an order, it’s establishing a relationship of trust.
- Work on coming across as less unbending and inhibited by process.
- Connect to the customer's pace and tone.
- Be more relaxed and less formal when negotiating.
Preferences in customer relations after the sale:
- Closely controlled and attentive to technical matters.
- Likes to stay-on- top and have a method of measuring on-going activities.
- Keeps an eye on all agreements and guarantees.
- Is painstaking careful in both planning and delivery.
- Quietly and efficiently addresses customer concerns.
- Adheres to tried and true systems and procedures.
Areas to challenge in customer relations after the sale:
- Develop several relationships within each customer's company.
- Deal more often with the personal side of customer relationship.
- Welcome negative feedback as it may reveal a path of development.
- Avoid being worried about procedures: focus on results.
- Ask for testimonials recognizing a job well done.
- Communicate with customers regularly to discover their changing needs.
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