The way you react to a customer who raises an objection can have a major impact on your sales success. Experienced salespeople acknowledge that they’re not likely to get through any sale without encountering at least one objection. Customers want to make sure they aren’t’ making an expensive mistake. They don’t take objections personally but rather, they consider objections as opportunities to provide additional information to help close a sale.
Consider the way the salesperson responds to a customer’s objection using a five step process.
1) Recognize when an objection has been raised – For example: “I sense there’s something you don’t like about this chair. Tell me what you’re thinking.” Continue reading “How to Respond to Objections”
My wife and I have been looking to buy a house over the last few months. And as I am sure you are aware, buying a house means buying new furniture! I might as well help out this industry that has been so good to me and my family.
As we have entered several furniture stores, we routinely say “I’m just looking” to each sales associate that approaches us. The process is a little different in each store that we go to, but one thing is the same. The re-approach is non-existent or unsuccessful. Here is one way that a salesperson re-approached my wife and I…
We were walking through the showroom, just looking at pieces of furniture, not really showing any interest when we heard, “Hey, that chair right there is on sale. Let me tell you how much the sale price is.” Then, he pulled out his phone, opened is calculator app and typed in some formula to come up with a number slightly lower than the price written on the tag. I was not impressed. First of all, we had no interest in the chair. Second, why were the sale prices so cryptic? There is no need to make a long story short because we simply left the store empty handed. Continue reading “When and How to Re-approach an “I’m Just Looking” Customer?”
If you are anything like me, you already know that you do not want help as soon as you walk into a store. Often times, I feel that I can trust my own knowledge and instincts more than I can trust a possibly dishonest salesperson.
BUT! Maybe you have experienced a situation similar to this before…
You are in a store…any store. You have been walking around trying to find a specific product and you just can’t seem to find it. You know you need help, but you don’t want to ask. Then, suddenly a store employee approaches and asks, “Can I help you find something? That way I can help your time here be more productive.” You then tell the employee what you are looking for, they guide you to the item and stay by your side and give you information and suggestions. You buy the item and leave happy.
Why does this happen to us? How is it that we can start off not wanting help, and then accept it eventually? It is because the salesperson or employee became an EXPERT! They were the expert and of value to the customer when they told the customer they could help them find what they were looking for…implying that they are an expert on product placement! Continue reading “Power Statements for “I’m Just Looking” Customers”
A few months ago my wife and I were doing some grocery shopping. We were looking for Quinoa and couldn’t find it anywhere. Quinoa isn’t something that we had really shopped for in the past and we didn’t know much about it. We finally flagged down an employee of the store and asked if he could direct us to the Quinoa. His response was, “I don’t know where it is. I am on break and can help you in 15 minutes.”
I couldn’t believe the employee’s response! I was upset and discouraged. I told my wife that, moving forward, we would try to avoid that grocery store.
Surprisingly enough, salespeople say “I don’t know” to potential customers all the time. Quickly think about the times that people have told you “I don’t know” after you raise a legitimate question or concern. When you hear those words does your motivation to make a decision or continue the conversation increase? I don’t think so!
You can quickly and easily take the words “I don’t know” out of your vocabulary. Try using these sentences as a replacement:
Continue reading “Stop Saying “I don’t know”…it is Killing Your Sales!”
Do you remember when you left an important interview dejected and disappointed? Maybe you didn’t say the right things. Maybe you spilled coffee or juice on your shirt before you arrived at the interview. Or maybe you just weren’t firing on all cylinders.
In sales, we are constantly in an interview with our customers. While they might not sit us down and ask us direct questions, they are quickly trying to determine our intentions and whether or not we will be able to fulfill those intentions. In other words, in a few seconds, they are trying to learn whether we are there to help or there to make a sale.
Continue reading “How to Make a GREAT First Impression!”
A few years ago, my wife and I took a trip to visit her Grandfather in Boise, ID. Upon arrival, my wife and I laughed a bit seeing her grandpa try to use his new Samsung Galaxy s3 smartphone. It was so advanced for him that he could barely make or answer a phone call.
After a few days of visiting, he lets us know that we needed to stop using his WiFi as he was being billed extra because of high WiFi usage. I had never heard of this before and decided to call his internet and phone provider.
After a long wait, I finally got a hold of the young man who had sold Grandpa his WiFi package and Samsung Galaxy s3. I let him know how disappointed I was in how he took advantage of my grandpa and sold him two things that he didn’t need. First of all, grandpa did not and still does not need a smartphone. He uses his phone simply to make phone calls to his children and to send the occasional text. Plus, with all of the visitors and family he has at his house, the WiFi data plan that he was on was under-performing. He needed unlimited WiFi access every month.
Unfortunately, this is a pretty common occurrence. We are often sold things that we do not really even need or want. As was the case with grandpa. Too often, we hear the compliment in sales, “Wow! They could sell ice to an Eskimo!” But isn’t that phrase sad? Does an Eskimo really need ice? I don’t think so.
Sell your customers products they need, not what you want to sell. While some sales may be smaller, you will get great referrals and plenty of repeat business. Just think, if the phone salesman had asked grandpa just a few simple questions, he would have known that a smartphone and a limited WiFi plan were not the best options for him. Instead of a happy customer, repeat business and great referrals, He made a single sale and a very unhappy customer.
The Furniture Training Company provides great training on discovering customers needs to provide real solutions for their needs and problems. You can learn more about our services and schedule a live demonstration of our training by going to www.furnituretrainingcompany.com.