Business Balls

 A great site I found that I just had to share

http://www.businessballs.com/index.htm

This has lots of really useful information regarding business thinking.  Ok, it's not sales, but it ranks high on business solutions!

The Thank You Card

A simple written thank you card is always appreciated and seldom received.  How many times do you receive a genuine thank you card for from a vendor.

I don't mean the thank you card that has a discount for your next oil change or hotel stay.  Those aren't thank you's, those are advertisements.  I mean just a plain old post card that says "Thank you for shopping with me.  I appreciate your business".  THE END. It's extremely rare.  I don't think I have ever received more than a handful.  (all of them were from the same company)

This expresses your appreciation of their patronage.  After all they could have done business with ANYONE other than you, but they didn't  They chose you.  While some cards may hit the trash can, they will all be read and it will distinguish you from your competition.

Oh, it does one more thing.  If YOU write the card by hand - using only blue ink, It establishes in your mind appreciation for the client.  Taking that time makes you aware that THEY are important enough to take time for - after the sale!  After all, that's why they are clients and not "customers" right?

Use all the senses

It's important, when you are selling a product or service to connect with as many senses as you can.  This can have a powerful emotional tie with the client or the staff.

Under my contract services, I clean the client's computers out on a regular basis.  One of my clients told me how much they enjoyed the smell of the spray I use.  they tell me that every time I clean them they look forward the the smell.  Now, that's powerful.  I have stood out in their minds in a very pleasant way and without even saying a word.  They even look forward to my return!

Appealing to the sense of smell, taste, hearing, touch  or sight can be appealing.  I remember when I chose the school our children would go to.  When I first walked in, there was the sound of soft music playing in the foyer.  I also heard it upstairs on the tour. My mind sensed that this was the environment I wanted them to learn in.  It instilled a sense of trust and ease without ever meeting any of the staff!

A chocolate on the pillow at the hotel you stayed at
The odor of your favorite restaurant
The odor of perfume on a thank you card
The unique sound of your greeting on the phone
A picture of them holding your new product

Sometimes closes can be done without ever saying a word!

Just to clarify my thoughts

There is a time between proposal and the answer which can be really awkward.  It's hard to know whether the client is taking other bids, just busy or really considering your proposal.  If he is considering your proposal, then why is he taking so long?  What's the big consideration?  It's important to find out. This tool "Just to clarify my thoughts" is a way to do that"

Say I presented the proposal last week. The client is in the considering stage and there is no feedback.  It is important you call the client at some point to assist him or her with the decision.  It's a matter of simply asking the question - what's the holdup?!?!

You on phone "Good morning Mr. Johnson,  I am calling to follow up on the proposal we discussed last Monday."

Mr. Johnson "We are still considering it.  My partner and I are almost ready to make a decision"

You "I understand you would want to take some time to make this decision, I would want to discuss it with my partner also."

"Just to clarify my thoughts, what is it you and your partner are weighing?"
"Is it me?  We have worked together for a long time, are you struggling with my services?

Mr. Johnson "Oh, no, you have been very trustworthy and dependable.  no problem there"

You "then is it the quality of the product you are concerned about?  Possibly the features?"

Mr. Johnson " Oh, no I think the features are fine. "

You "Is it the delivery or terms of sales that are a problem?"

Mr. Johnson "No, delivery of three days and the terms are not a problem"

You "Well, Mr Johnson,  Is it the price"

Mr. Johnson  "Truthfully, the price is the main concern and we are trying to find a way to work it into our budget for next year.."

You " Well Mr Johnson, perhaps if we could work out a payment arrangement on the main unit and purchase the secondary units next June.  Would that help you make a decisiion today?"

There are three parts to this ... Sympathizing, Close statement, and the questions. Each has a distinct purpose.  Sympathizing draws the customer to you. It brings it from confrontational to sympathetic - an emotionally comfortable place to be.  This opens the client up a little instead of running defense against you.

The second part is the close statement.  It is best to have this memorized. 
"Just to clarify my thinking, what is it your thinking about?" gives a reason for asking.  Again drawing sympathy.  You are saying, "Please help me understand"  it causes collaboration.

The third part is the probe.  Start off with the most secure first.  Use price last.  many times price is the issue and, even if you are low, they may be checking around for an even lower price, or maybe they are waiting for feedback from their accountant for cost justification.  This is important to know. 

Be prepared with an answer for the most common areas of concern they may express.  If you think it's price don't stammer when they tell you "Yes, it's you we are concerned about"    Be ready to answer the concerns briefly and bring them back to the point of decision. 

Feeling felt found

This is a tried and true technique used for any situation

Mr. Prospect,  I know how you feel.  I felt the same way too...  I found that...

Mr. Jones, I know how you feel, there are better known brands on the market.  I felt the same way when I was looking to buy a computer, but I found that XYZ company has a higher quality of product and much better support after the sale.