Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without...

42
Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem

Transcript of Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without...

Page 1: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

Upselling Without Fear:Locking Customers Into Your Products

Presented by Linda Mechem!

Page 2: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!
Page 3: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

Providing your customers the opportunity to upgrade their purchase after the decision to buy has been made

UPSELLINGOffering an existing client or customer the opportunity to buy other or different products once you’ve established a buying relationship with them

CROSS-SELLING

Page 4: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!
Page 5: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!
Page 6: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

FEAR

1. Fear of rejection!2. Choosing upselling or client referrals!3. Complaints of being too pushy!4. Cancellation of completed order!5. Customer being put off by upselling

and going comparison shopping!6. The upsell not being convincing!7. Not being familiar enough with

products and services!8. Preferring to leave well enough alone!9. No sense of urgency on the part of

the salesperson!10. Not understanding the art of upselling

Page 7: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

EMO

TION

AL INTELLIGENCE

Self-confidence

Fear

Page 8: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

1. People like to buy from people they like.

TRU

ST 2. Consistently display good social skills.

3. Consistently work to build rapport.

4. Behave in a trustworthy fashion.

Page 9: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

1. People like to buy from people they like.

TRU

ST 2. Consistently display good social skills.

3. Consistently work to build rapport.

4. Behave in a trustworthy fashion.

Page 10: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

QUESTIONS1. Is this person a new prospect or an

existing customer?!

2. What’s their financial status?!

3. Are they brand conscious?!

4. Do they know the product?!

5. What motivates them to buy?!

6. What do they want in general?!

7. What do they worry about?!

8. What are their potential hot buttons?!

9. What can I do to encourage them?

Page 11: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

QUESTIONS10.How does the product benefit them?!11. What is most important to them?!12.What are they least likely to

care about?!13.What influences their behavior?!14.What do I want them to think, learn,

or do?!15.What emotional factors might play into

their decision?!16.What impressions do I want to convey?!17.Whom do they look to?!18.What can I do to surprise them?

Page 12: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

1. People like to buy from people they like.

TRU

ST 2. Consistently display good social skills.

3. Consistently work to build rapport.

4. Behave in a trustworthy fashion.

Page 13: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

Being a Good Communicator

1.The person who speaks first sets the tone for the conversation.!

2.The person who asks questions guides the conversation.!

3.The person who listens controls the outcome of the conversation.

Page 14: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!
Page 15: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

1. People like to buy from people they like.

TRU

ST 2. Consistently display good social skills.

3. Consistently work to build rapport.

4. Behave in a trustworthy fashion.

Page 16: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

1. People like to buy from people they like.

TRU

ST 2. Consistently display good social skills.

3. Consistently work to build rapport.

4. Behave in a trustworthy fashion.

Page 17: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

NEGOTIATIONNegotiating and persuading are far more successful than

arguing or pushing.To be loved and valued

To be in control

To have sound self-esteemNeeds

Page 18: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

NEED

S1 Love and value

Page 19: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

NEED

S2 Control

Page 20: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

NEED

S3 Self-esteem

Page 21: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

It’s not what yousay but how you say it that makes a difference.

93% of communication is

through body language.

Page 22: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

BODY LANGUAGE1. Voice pitch

2. Intonation

3. Gestures

4. Eye contact

5. Proximity

6. Facial expression

How much power you have

How much you like someone

How responsive you are

Page 23: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!
Page 24: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

1. Be clear.

2. Be comprehensive.

3. Be calm.

4. Be caring.

Page 25: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

1. Don’t take it personally.

Naysayers2. Have plan B and plan C ready.

3. Suggest a postponement.

Page 26: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

3 Magic Phrases

1. I respect …!

2. I appreciate …!

3. I agree …

Page 27: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

!

vs.!Pushy

Persistent

ASSUMPTIVE

Page 28: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!
Page 29: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!
Page 30: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

1. Ask questions that use visual images.

2. Use words with impact.

3. Summarize with other powerful questions.

4. Use open-ended questions to uncover needs.

5. Use closed-ended questions to uncover facts.

Page 31: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

1.The person who speaks first sets the tone for the conversation.!

2.The person who asks questions guides the conversation.!

3.The person who listens controls the outcome of the conversation.

30% Talk

70% Listen

Restate what you’ve heard.

Confirm with the customer.

Allow the customer to expand.

Page 32: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

Sales!Cycle

Page 33: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!
Page 34: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

CONFLICTIS NECESSARY.

Page 35: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

Merely the presence of incompatible or opposing ideas

CONFLICT

Page 36: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

Power Phrases1.Help me understand.!2.Let me make sure I understand

you clearly.!3.Are you aware …!4.Your intentions are not clear to me.!5.What did you mean by …!6. I see. Tell me more.!7.That’s an interesting perspective.!8.What else do I need to know?

Page 37: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

1. Conflict is an opportunity for growth.

2. Conflict is an agent for change.

3. Conflict can result in win-win.

CONFLICT4. Conflict is inevitable.

Page 38: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

1.Good idea … Let’s think it over together. What are your concerns?!

2.What will be different in a day or week from today?!

3.Wonderful, then your order is firm. Let’s get the paperwork filled out.!

4.Why do you think it would be better to wait until then instead of solving your problem now?!

5.Let’s talk about options that will fit your budget.

Page 39: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

1. Visualize.

2. Use the assumptive close.

3. Use hands-on demonstrations.

4. Focus on their needs.

5. Offer incentives.

Page 40: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

6. Provide reassurance.

7. Have a great attitude.

8. Avoid key mistakes.

9. Use their knowledge.

10. Don’t forget bundling.

Page 41: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

Welcome toUpselling Without Fear: Locking Customers Into Your ProductsQ&AWith Linda Mechem

Page 42: Upselling Without Fear - images.ruceci.comimages.ruceci.com/PDFS/WTUPFBook.pdf · Upselling Without Fear: Locking Customers Into Your Products Presented by Linda Mechem!

Thank you for joining us today!