Sales Training - Caring
By Steven J. Schmidt
Now that we've gone through the journey of a sale from top to bottom , there is one last element into completing the sale. This really isn't part of the sale, but more so the "caring" part of the sale. Others even call this the "follow up," while pessimists refer to it as damage control. This is also what will separate you from all other salesmen, allowing you to stick out in a much more positive light.
A lot of salespeople make the sale and close the deal. After the deal is closed, the customer never hears from the sales rep every again. There are many, many benefits for you to keep in contact with the customer. If you're the sales person, one of the main reasons to keep in contact is to make sure your customers are happy. You're the one who sold the services or products to them in the first place, so you should take an interest that they're happy with what you sold them.
If you show interest in your customers, you'll leave a great taste in their mouth. By doing so, they'll be much more inclined to pass your information along to friends and family. The customer will say, "Mr. Salesman sold me a great deal and he actually called me to ask me how everything was going! When I told him I was going to make another purchase, he then let me know he could give me another discount. I was ready to purchase a digital video recorder at full rate, but he gave me a discount price. What an unbelievable person!"
Once a friend hears a story like that, guess who will be getting a call from an eager potential customer? You got it, Mr. Salesman!
Say you're working for a cable company as a residential sales rep. When you call the customer, you would say, "Hi, Mrs. Malone, this is Mr. Salesman. I was just calling to see if things were running smoothly, and wanted to know if there is anything at all I can help you out with?" Just by calling, you come off as caring, and you're also showing that you're loyal to your customers and that you're looking out for their best interest.
When you look out for your customers' best interests, things will usually turn into the best rewards for you, the salesperson, in your pocket. In sales, karma plays a big role. What goes around comes around. If you take care and look out for the customers' best interests and they see that, they won't be afraid to have their friends work with you in the future. The referrals alone will get you more business and money.
If you work for a company where your commission stays in effect as long as the customer stays with that company, you should call the customer and stay in touch with them as much as possible because you know there is a good possibility that other suppliers will try to reach your customer and offer them a better deal. If you lose business to another supplier, you will lose your commissions.
This is why being organized and keeping good records is very vital to the success of a salesperson. I used to know this guy who would put all of his clients in a spreadsheet and he would have a timer set off when he had to call each and every customer, just to see how they were doing. You see, in this case, when you call the customer, you want to take care of their problems if they have any, answer any questions if they have any and follow up with any comments.
This is part of maintaining the customer and keeping a steady cash flow for yourself. The more time that you put into your sale, the more you will get out of it. That will equate into larger commissions and greater credibility. You want to be remembered as a sales person who was fair, respectful, trust-worthy and honest. As long as you make your customer happy, you will find yourself happy, both financially and emotionally.
More entries from our Sales Training section:
- Sales Training: Overcoming Cheap People - 6/12/09
- Sales Training: Pressure Cooker - Beating Sales Slumps - 11/15/08
- Sales Training: Keeping Your Energy Up - 10/10/08
- Sales Training: Stay on Top of Sales Leads - 8/9/08
- Sales Training: Customer Needs - 8/5/08
- Sales Training: Time Discipline in Sales - 7/30/08
- Sales Training: Selling Through Weather - 7/9/08
- Sales Training: Presumptive Close - 5/12/08
- Sales Training: Take-Away - 5/12/08
- Loyalty - 5/12/08
- Organization - 5/12/08
- Body Language - 5/12/08
- Caring - 5/12/08
- Having Fun - 5/12/08
- 10 Tips to Reach New Sales Goals - 5/12/08