Ask any seasoned salesperson what is the first thing to learn in Sales 101? Right! The client/customer buys you first. Then the product or service. So, if the customer must buy YOU first, what needs to be done? Right! Build a relationship. By Nancy Friedman
Ask any seasoned salesperson what is the first thing to learn in Sales 101? Right! The client/customer buys you first. Then the product or service. So, if the customer must buy YOU first, what needs to be done? Right! Build a relationship.
Over the balance of the year we are going to give you the entire Alphabet of Relationship Customer Service starting today with A, B, and C. Follow the series which is only available here at Franchise Dictionary Magazine.
Ask questions. We need to be ‘naturally inquisitive,’ yet remembering not to bombard anyone with question after question after question. Not sure where to start? Ask questions about ‘them.’ It is usually a favorite topic and can start a great relationship. Remember the great sales trainer, J. Douglas Edwards said it first: “Questions ARE the answers.”
Be bold. But not obnoxious! We call it, ‘Soft Bold’ and it is good. It means you have an opinion and can talk about things without being overbearing. It does not mean shout. It means confidence, clarity, and conviction.
Count to 3. Listening skills is right up there in Sales 101. Some consider it #1 over everything. Why count to 3? Because while you are listening there is often a feeling to interrupt, and silly as it sounds, put your teeth on your tongue and hold from speaking until the other person is done talking. Completely done. Oddly enough for those who to jump into a conversation before the other person is finished talking, it works. Few folks like to be interrupted. Also, eye contact shows you are listening as well as a nod of the head while they are still talking. While you are counting to 3, learn to pay attention to the words the person is saying. Yes, listening skills also comes under “L.”
D, E and F next time.
Nancy Friedman, the founder and chairman of Telephone Doctor Customer Service Training, is a popular keynote customer service speaker at franchise, corporate meetings, and conferences around the country. She is now offering and specializing in VIRTUAL ZOOM programs and her fun WEBINARS. nancyfriedman.com, firstname.lastname@example.org, 314-291-1012.