Where did that sale go?


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Where did that sale go?

From time to time a sale can be as elusive as the bug hovering around the windshield distracting you as you drive. You whack at it a few dozen times deliberating that you have made the insect part of the windshield multiple times. Yet the windshield is clean and clear of the bug and with exception to the hand prints on the glass. A sale is the same with only the handprints left as evidence indicating there was ever a chance.

Like the sand in the hour glass you may know why the sale disappeared or you may not think you know, and still; sometimes the client disappears like a thief in the night without rhyme or reason. However some telltale signs of why it went south are your words: The price is the price ,that is the price in the book, that’s our price are rock solid indicators expressing and illustrating why the sale is with another sales person instead of you.

Those 3 and many others are a signs of frustration by the seller. They believe there is no other place to go and placing an ultimatum to the customer saying it stops right here is the best option. When in fact it never is a best option including as a last ditch effort.

Some questions to ask, you the seller are: why are you here? What made him or her call you today? Why is the customer acting and reacting to you like this? What is the buyer comparing your solution to? What is preventing the buyer from moving forward with you?

What is it that is confusing the buyer?

It is the indecisiveness of the service provider with their solutions. It is the service provider providing solutions that do not fit the customer’s lifestyle. The service provider did not take the necessary time to discover what it is the customer would like for the new product to do for him or her. Lacking the proper training has placed the service provider in an auspicious position that lends a helping hand to failure. They are placed in a position of the deep dark night where fears tend to slowly reposition into nightmares. Leadership has failed.

Simple questions that gain the customers confidence that you will take care of their problem by addressing their concerns is all it takes to show him or her you have their best interest at heart. These questions get to the problem and then address what the customer wants to happen in the very near future. It starts with options that fit their lifestyle. It has nothing to do with the service provider’s wants or needs.

You must discover how the consumer buys. It is essential to understand how your customer buys in order to supplement his or her needs and or wants. What are the driving factors in the decision making process?
Why did they call you what do they like about you and your company that made them call? What points will enter the buying decision and how can you make a call to action that inspires the customer to move in a positive forward motion. What kind of words can you place in front of the customer that will engage him or her? How will you make her feel? Why would she want to move forward with you?

Stop making your customer adapt to your personality. This does not mean you must change or alter your personality. I am not sure I know or would like to know let alone work with an individual that can change their personality. However you can change your tone, how you act and react to your customer actions and reactions. Decide the type communication style you will employ with each person. Make sure you are not faking it as people in general can see right through a person that is trying to change their persona.

You should be able to predict the terminology that you can use in order to communicate effectively with each person you wil have a conversation with during your daily activates. I will have a different style of communication depending on the person I am conversing with and as an example I speak differently with a sales person then I will with a customer. I will tell a sales person too speed it up and get to the point as I am limited on my time and they are infringing on my space.

You will never tell a customer they are infringing on your space. Take as much time as necessary for the customer to understand their options and permanent solution. Customers do not mind taking a little longer when they see and understand your difference. Your difference should be outstanding customer experience. Consumers are not expecting much due to their past experiences with other service providers. This is a fact otherwise the last service provider would be there instead of you to take care of their needs. Something was missing? What was missing? Isn’t it your job to discover the missing link and provide it to the customer with over the top service and outstanding experience?

I want my customer to dance across the porch with so much excitement that has them wanting to refer me to their friends, neighbors, and relatives. The only way I can make profits and be in business in the community for years is to deliver the intangibles. The perceived must become real and the customer must want to use me.

It is time to start having sales that are solid and not elusive like the bug dancing across the windshield. Increase your ability by communicating by painting a picture that asks for an action.

Practice Better Business
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About practicebetterbusiness

Author of Outside the Business Box: All about Sales Build a better you and increase your earning potential

Posted on October 1, 2014, in How to sell HVAC, How to sell plumbing, HVAC sales, practicebetterbusiness.com, sales tips, Selling Plumbing and tagged , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , . Bookmark the permalink. Leave a comment.

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