Have you ever dated someone, who when you met, was absolutely perfect? They did all the right things, said all the right things and truly seemed to walk on water. However, after a “significant event” in the relationship, they seem to change. You notice that they are not as attentive as they were early on in the relationship, you notice that don’t always keep their word, and you notice that they are causing you more problems than they are solving.
Welcome to your relationship with a bad salesperson. Once your sale, or “significant event”, has happened, they go from walking on water to running your through the mud.
This is the final article of a four-part “Selling For People Who HATE Sales” series. In Part 1 of this series we discussed how my commitment to the 5 steps outlined in this series has changed my life and can change yours. In Part 2 we discussed re-framing our sales mindset as the foundation of our sales success. In Part 3, we upgraded our sales education and learned skills that increased our sales abilities in order to feel more powerful in our sales conversations producing better sales results.
In this fourth and final article, we are going to tackle the activities after the sale to ensure we set ourselves up for future sales success. The moment the purchase is made, the sales part is not over. Now is the time to demonstrate that you will “put your money where your mouth is.” Going above what’s expected by implementing an expert method of delivery and after-sales support to customers will create a prosperous and durable customer relationship.
Customer Service, Follow-up and Follow-thru
First, you must confirm what has been agreed upon, such as when things will be delivered or how things will be paid. Develop a checklist or a system along with a schedule of things to do for your client, along with contact information so that they can contact you easily with any question or concern that might come up.
Confirm all the information in an email, letter or even a short video. Steer clear of using common templates for this contact – preserve the pleasant rapport you created in the initial sales meeting and avoid standardized notes that look too clinical.
Follow up with a phone call at important stages to keep clients informed of progress. Be sure also to follow-up after they have taken delivery. Verify that they have obtained just what was arranged for and promptly. Be available to respond to any questions when the customer begins to use the product or service too.
System for Referrals
Referral sales could be your #1 way of obtaining new prospects and if done right, and consistently, could provide a tremendous growth engine for your company.
Referral sales signifies “selling” your new and existing clients on the notion of promoting you to other people who are likely to need the product/service that you provide. Not a single outbound lead you could possibly produce of any other kind is going to ever have the same value as referral leads!
The way to success is to have a specific system that allow you to monitor past and upcoming activities. One way this can be done is to contact your main sources for referrals twice a month. One contact can be a simple email or phone call asking for his/her ideas or opinions on something, sharing something you’ve learned or maybe a, “Hey, how’s it going?” The second connection should be face-to-face or via telephone. Share something like a brochure, article, or anything related to that person’s line of business so that you’re always providing a value.
System for Repeat Business
Former customers coming back to you to do business again is vital to the existence of your business. Therefore, it’s crucial that you know how to build that base of clients who will return to your business again and again. Why is this so important?
For one, returning clients are less expensive than new ones. That is sensible when taking into account the cost of advertising, promotion, media, along with other tools essential to attracting new customers.
And returning clients are walking advertisements. When a client comes back to your company, odds are very good that she appreciated what she experienced the first time around. Furthermore, at this point, odds are that she will spread the word– publicity that comes cost-free to you.
How do you build this base of return customers?
1. Be trustworthy. Returning customers come back as a result of their experience being consistent, trusting that they’ll get the same service each time.
2. Employ the appropriate people. Because your workers are on the front lines, their conduct and communication with customers can make or break relationships that bring clients back to your company,
3. Understand your clients well. It’s difficult to develop repeat business if you don’t understand what your clients value.
4. Ensure that it stays personal. A repeat customer is an individual that you get to know. Nourish that by continuing to keep your partnership as personal as you can. One way to do this? Get to know your clients on a first and last name basis.
5. Keep in touch. Increase repeat business by staying in contact with your clients via a blog, newsletter, or some other vehicle of communication, including social media!
As an element of your overall sales technique, these post-deal management strategies can begin to make sales feel easier for those of us who HATE sales. When added to the other strategies shared in the series of discovering your why, changing your mindset towards sales and upgrading your sales education, you’ll be producing results that will make sales less stressful and more profitable.
If you are building a business or a brand in 2014, getting appropriate training will be key to your success.
I invite you to join me and my coach International Speaker, and Featured Teacher in the hit-movie “The Secret”, Lisa Nichols for Speak & Write to Make Millions 2014. It’s the Who’s Who of both up and coming and elite speakers, authors and entrepreneurs who are serious about having a profitable career. Click HERE to learn more.
People block this event off a year in advance and come back every year. Yes, it’s that powerful.
If you have a message to get out to the world and want to know how to monetize it, this is a don’t-miss event.