Copyright © Psychological Associates® 2015 1.0d
Three Sales Techniques to Amaze
Your Customers and Prospects
“70% of buying experiences are based on how the customer feels they are being treated.”
McKinsey
Copyright © Psychological Associates®
2015
Today’s Presenters
2
Pam Hager, Ph.D.Vice President,
Instructional Consulting
Clay HildebrandSenior Vice President, Sales and Marketing
Copyright © Psychological Associates®
2015
A Letter From a Client
3
Copyright © Psychological Associates®
2015
Chat Question
What do you suggest Suzanne should have done differently?
4
Copyright © Psychological Associates®
2015
Technique #1
5
Copyright © Psychological Associates®
2015
Suzanne’s Missed Opportunity
Probing the flat assertion:
“ . . . They never listened to me!”
6
Copyright © Psychological Associates®
2015
The Solution
To what issues did the other person not listen?
When did he/she listen?
What concerns do you have, moving forward?
How do you prefer to communicate?
How frequently?
Sample probes:
7
Copyright © Psychological Associates®
2015
The Five Most Important Questions
You Should Ask
The ones you didn’t ask!
8
Copyright © Psychological Associates®
2015
Chat Question
What techniques do you use to calm an angry, upset customer?
9
“It takes 12 positive experiences to make up for one unresolved negative
experience.”
Understanding Customers,
Ruby Newell-Legner
Copyright © Psychological Associates®
2015
Technique #2
10
Copyright © Psychological Associates®
2015
Typical Personal Needs of the Angry,
Upset Customer
Esteem/Ego
Control
Feel heard
Feel important
11
Copyright © Psychological Associates®
2015
Specific Ways to Effectively Respond
Vent (acknowledge) the other person’s emotions
Reassure the other person that the issue will be resolved
Ask and listen — then ask for more details
Refrain from supplying resolutions
Your Goal: Change how the customer feels
12
Copyright © Psychological Associates®
2015
Really “Making It Personal”
Ask the customer how he/she would like the issue
resolved?
13
Copyright © Psychological Associates®
2015
Technique #3
14
“By 2020, customer experience will overtake price and product as the key brand
differentiator.”
Customer’s 2020 Report
Copyright © Psychological Associates®
201515
With what frequency do you use cross-selling with your customers? It’s always on my mind
I listen for my customer to ask me
I wish I was more confident with cross-selling
I don’t do it; it feels too pushy
Polling Question
Copyright © Psychological Associates®
2015
Cross-Selling Advantages for
Customers
They know the seller
Saves them time
Provides them with an easier buying experience
Develops a deeper relationship
16
Copyright © Psychological Associates®
2015
How to Make Cross-Selling Work
Know your customer
Show how additional items complement the original
Make it sound and appear natural
17
Copyright © Psychological Associates®
2015
Key Cross-selling Terms
“You might also like . . . .”
“This would fit with your need.”
“You may find this will make you feel . . . . ”
“This is a valuable addition . . . .”
Focus on wording
18
Copyright © Psychological Associates®
2015
Tips for Successful Cross-Selling
Be prepared with ideas
Listen for opportunities
Suggest, when asked
Handle questions and objectives
19
Copyright © Psychological Associates®
2015
Three Techniques to Amaze Your
Customers and Prospects
Five most important questions
Those not asked
Make it personal
Needs of upset/angry customer
Cross-sell your customers
Prepare and bring it on
20
Copyright © Psychological Associates®
2015
For More Information
Contact our SPQ4
workshop registrar at (800) 258 0369
Or visit www.q4solutions.com/workshops
21
Copyright © Psychological Associates®
2015
Pam Hager, Ph.D.Vice President, Instructional
ConsultingPsychological Associates
21
Training | Coaching | Assessment | Surveys
Top Related