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Is it Time to Get Your Clients to Buy from You?

Wednesday, October 30th, 2013

This is the final step in the Consultative Sales System and if you’ve followed all the steps thoroughly to this point, you will find this the easiest step of all.

To recap:
1/ Meet & Greet: You’ve exchanged warm and friendly introductions with your client;
2/ Build Rapport – Discovery: You’ve had a meaningful conversation wherein you focused on their wants, needs and desires;
3/ Identify Need: You’ve confirmed your client’s wants, needs or desires (their problem) and they’ve agreed you are correct (if they don’t agree at this point, go back to step #2 and ask more questions to unveil the root of their needs/problem);
4/ Satisfy the Need: You’ve positioned your product or service as an ideal solution to their problem (satisfied their needs, wants, desires);
5/ Test for Agreement: You’ve tested for interest in your product or service (ie: “Does it make sense to you…”);
6/ Handle Objections (if applicable): You’ve uncovered the reason they decline your offer (by asking your version of “Why Not?”), and responded to and handled the objection(s) that arose;
7/ Offer 2 Options: You finalize the sale – ask them which offer they prefer and provide 2 options to choose from.

In step #7, leaving the final decision in the client’s hands gives them complete control over their decision. With today’s competitive market in every industry, clients want to make their own purchase decisions although once you follow these 7 steps, you are truly leading them to purchase from you as you are solving their problem(s). Also, you’ve taken the time to investigate exactly what their problem is and you’ve demonstrated a genuine interest in your client by doing so!

If you practice these steps with every client, your sales will grow! If you get stuck at any stage, leave me a comment below and I’ll do all I can to help!

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Handling Objections Like a Pro!

Monday, October 28th, 2013

How you handle objections is the single deciding factor that determines whether your client will buy from you or not. When you “Test for Agreement” to buy and you are faced with rejection, take time to find out what the reason for the decline is. This in itself can be challenging, to find the right words to say. Ultimately, we want to know “Why” although that word alone posed as a question can seem confrontational. To soften your approach, you may want to ask “Do you mind if I ask you Why?” It’s important you are relaxed when you ask this question because your tone and body language will strongly influence the way this is received by your potential client. We want to continue the flow of the conversation you’ve had until now and keep it smooth and easy. This is still a discussion.

Once you’ve unveiled “Why” the potential client declined your offer, you need to overcome the objection by threading back to the client’s problem and the solution your product/service provides. At this point, when you handle the objection, always introduce a new idea or new aspect about your product/service and emphasize how this will solve the client’s problem. Bringing in fresh “reasons” why your product/service is an ideal solution helps build layers of buying motivation. There will be one motivator that compels the client to buy from you more than others and there’s a good chance you identified what that key motivator is during the previous 5 steps. Always lean on the client’s biggest pain that your product/service will satisfy. This is the true magic of leading your clients to buy from you!

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Revealed: Why You Must “Test for Agreement” to Buy, Before Asking for the Sale

Thursday, October 17th, 2013

Have you ever had a discussion with a potential client that was going perfectly…until they declined your offer? It’s confusing, isn’t it?! After all, they agreed with everything you said and from your perspective, it seemed they were a perfect match for your product/service. So what could possibly have gone wrong?

The good news is, this only means there is something in the way of them saying “YES” to buy from you. Even better news is, it’s very easy to find out if there is something in the way before you are discouraged by their “No”…ask a question that tests if they are ready to buy. Here are a couple of examples of those test questions:

  • Does it make sense to you that this (Name your product/service) will…(complete the sentence describing how your product/service solves their problem) or,
  • Does it sound like this (Name your product/service) will…(complete the sentence describing how your product/service solves their problem)

This is Step #5 in The Consultative Sales System. In traditional sales, we call this the “Trial Close”. Using a consultative sales approach, we prefer to refer to it as “Test for Agreement”. Oh, if your client says “No” at this stage, you’ll need to handle the objection. Visit us on Monday (Oct. 28th) for tips on that critical part of your sales process.

Do you have a question you ask your clients to test if they are ready to buy? Please share if you have a favorite.

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Little Known Ways to “Fake It Until You Become It”

Wednesday, October 16th, 2013

This is a brilliant video about the language we speak with non-verbal communication.

Amy Cuddy: Your body language shapes who you are

My favorite is the 2-minute “Wonder Woman” power pose. What’s yours?

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Who Else Wants to Overcome the Price Objection?

Tuesday, October 15th, 2013

When a potential client tells you they can’t afford your product/service, have you ever considered how many times that really is the case? People will buy from you as long as the value of your offer exceeds the price. Let’s call it the Value vs. Price ratio.

Looking at the scale image on the right, value must always exceed the price in order for your client to exchange their hard earned cash with you. This principal applies with each and every purchase. When you follow the 7-steps of The Consultative Sales System, you are naturally creating that value and it is personalized to each client. You see, this entire system is designed to determine which specific factors are important to each client and solve their problem.

Price is the last thing you want to discuss. As long as you follow the 7-step system (or one similar that emphasizes clients’ needs, rather than spewing a long list of your product’s features and benefits), your clients will practically be falling over to buy from you and, you will rarely face the price objection.

Have you ever bought something that cost more than you were planning to spend because it exceeded your expectations of what it could do for you, thereby increasing its value? If so, what was it?

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Reasons You Must Position Your Product/Service to Solve Your Client’s Problem

Thursday, October 10th, 2013

Step #4 – Satisfy the Need. The previous steps have set the platform to present your product/service as the solution to your customer’s problem. This is referred to as product positioning and is effortless provided you have taken the necessary time during steps 2 & 3 of The Consultative Sales System, to gather information through effective conversation: asking questions and actively listening.

Step 4 of The Consultative Sales System is the next logical or intuitive step, presenting your product/service as the solution to your client’s problem. The entire system thus far can be duplicated over and over again when meeting with a potential client. If you use these steps consistently, I guarantee you will see an increase to the number of people who will want to buy your product/service. It’s possible that some clients will purchase immediately while others may have some objections in the way that you will need to handle. More about that later though. For now, master steps 2, 3 and 4, and you will be well on your way to leading more people to purchase your product/service!

How do you like The Consultative Sales System so far? Your comments are welcome!

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Step 3 – Identify Need: Defining Your Clients’ Needs

Tuesday, October 8th, 2013

Once you’ve built rapport and asked some specific questions to determine the needs of your client, it’s time to recap with them what you learned and introduce your findings.

In some cases, your client may be clear about what problem they are seeking to solve and in other cases, you need to dig deeper during the “Building Rapport – Discovery” phase to clarify the root of the problem. Once you’ve gathered all the information you need and you are confident you can articulate their problem, you are ready to disclose your assessment and “Identify Need”. Until this point, you have merely engaged in meaningful conversation with some deliberate questions, intended to extract key information that will allow you to deliver your assessment.

There are a few things that take place during this process. First, this tells your potential client that you are attentive and listening to them. It proves you care about the discussion as you’ve taken the time to make an assessment. If you’ve misunderstood anything, that will surface now. You might as well know now, before presenting your product or service as a solution to their problem, if you are correct about their problem.

As long as you’ve been thorough (without causing the client to feel like they just went through a job interview) during the previous step, “Building Rapport – Discovery”, it should be easy and effortless to transition to Step #3, “Identify Need”.

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The Real Truth About Excellent Customer Service

Monday, October 7th, 2013

Excellent customer service is about the little extra service you provide to your customers. You may think that excellent customer service is about the massive steps you take on your clients’ behalf. Truth is, your clients have a certain expectation of the customer service you will provide based on your industry standards. What will make a lasting impression is those small details you take care of.

Allow me to give you a prime example of this. I arrived in Toronto (Canada) for a conference this week at the Trump International Hotel. The name in itself set high expectations before coming here so I was curious to see just how high they would reach in meeting my expectations. From the 1st moment I stepped on the hotel property I was truly impressed. The bellman welcomed me…by name, while opening the entrance door! How on earth did he know my name? I asked him that and he kindly responded, “We’ve been expecting you, Ms. Aron”. I’ve been trying to figure out ever since then how this gentleman knew my name and I’m still unsure. In fact, it doesn’t matter now because I have been impressed so many times over that it’s become a realization to me that the staff here are extraordinary and the training they receive is of the highest caliber!

That was just the beginning. When I was finished checking-in, the front desk representative took me to the elevator, showed me how the electronic key worked and rode the elevator with me to my floor! He kindly walked me to my room, opened the door with the key, and asked if there was anything else I needed at the moment. After picking my chin up from the floor, I thanked the young man and continued to orient myself with my new home for the next few days. From this point, it has been an endless list of professionalism and thoughtful considerations that compel me to emphasize the impact excellent customer service has on your clients. It’s the little things, like the umbrella in every room to make sure you don’t get wet in case you’re out while it’s raining; the “attaché” service offered to guests with personal assistance; shopping; personalized business cards and stationary! Every guest here is treated as a VIP. This is truly exceptional!

What would you define as excellent customer service for your clients? What would make their experience with you something special and over-the-top? For a start, you can offer them an extraordinary experience from the moment you start building rapport and discovering what their wants, needs or desires (their problem) is. The consultative sales approach comes in here and is the start of where you can make a difference with service to your clients and potential clients. Tomorrow’s post will describe step 3, “Need Awareness” of The Consultative Sales System. Join us then to find out how you will link what you learned about your client/potential client during step 2, the “Building Rapport – Discovery” phase to clarify (and in some cases, help them understand) what they need. Exceptional service to your clients leads to loyalty and lasting impressions. Get a head start by beginning this process before they even become your client!

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Financial Abundance

Friday, October 4th, 2013

To end the week with something lighter, I’d like to share with you one of my favorite, inspiring videos. As much as there is a system and technique to work with that will help lead more customers to buy from you, there is another element to increasing abundance in your business and life: raise your vibrational energy to match the financial abundance you desire.

If you host any resistance whatsoever to leading more people to say “YES” to purchase your product or service, this will help you reach the next financial abundance level you are seeking which includes the increase of sales to your business. A daily dose of this video will help you maintain the right mindset, at the vibrational level that meets your own desires. It took me many years to truly comprehend the impact of the daily application of this principal. This video has made a difference. I hope you enjoy it, too!

Video from the Abraham-Hicks series:

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Step 2 – Building Rapport – Discovery

Thursday, October 3rd, 2013

Clients Have a Problem, You Have a Solution: One of the most important things to know about the product or service you offer is that it solves some sort of problem that your clients have.  Traditionally, we refer to customers buying from us because they have a want, need or desire.  It goes deeper than that though so we must look at what those problems are and be very clear about them.  For one, this will be a huge help when designing your marketing copy and for another, this will help you craft your discovery questions.

And what are discovery questions?  They are specific questions you ask potential clients or repeat clients, to better understand the problem they have come to you to solve.  Please keep this an easy conversation rather than a regimented interview like a banker doing a credit interview for someone seeking a loan.  The discovery questions are part of your building rapport.  To your potential client/repeat client, your questions should seem like normal conversation for the topic you are discussing.

Take time to determine what problems your product or service solves.  Then, prepare several questions you can ask that will draw out more information about what your customer is looking for, all while building rapport and learning more about them.  Notice I haven’t suggested any discussion yet about your products.  Your client is the #1 priority here; your product or service is secondary.  Why?  Because there is no point to introduce your product or service until you know whether they have a problem that you can solve.

If you are struggling with the problems you solve, leave a post below and we’ll flush them out together.  If you are unsure about the types of questions that would be ideal to ask during this Discovery/Building Rapport step, we can flush those out together too, again…leave a post below.  Here’s a teeny secret to leading more clients to say “YES!” to purchase from you:  everything you do hereafter in the sales process depends entirely on what you learn during this step, invest in this!  If you’re already good at asking questions, ask yourself what other quality questions you can ask to gather more information.

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