Do you have the follow thoughts about sales in job?
I don’t like sales.
I’m not a salesperson
I don’t want to invade the customers privacy.
I don’t want to be invasive.
I don’t want the customer to get upset or mad at me.
I get nervous when I try to talk to a customer about a product.
I don’t know what to say.
I’m not sure when to bring it up in the conversation.
What if they say no?
I don’t like rejection.
I don’t want to inconvenience the customer.
I don’t want to waste their time.
I’m not here to sale products, I just want get paid and go home.
I’m a customer service representative, not a sales representative.
I understand why you would think that way, and I take full and total responsibility that for that. Let me ask you, even though you think this way, that wouldn’t keep you from at least trying to have conversations with a customer, would it? I didn’t think so.
What is sales? Let’s start with the proper mindset
When we truly break down what sales is, we find that sales is simply having conversations with someone. Anytime you talk with anyone about your opinions, or trying to convince them of something, you are selling. You are a salesperson, and you do actually enjoy sales. It doesn’t have to be like the stereotypical used car salesman, or the Glengarry Glen Ross ABC salesman, who uses manipulative tricks to get a YES from a customer, or puts on extreme amounts of pressure in order to force a sale. Sales needs to be ethical, and you need to solve people’s problems.
Let’s say you went to a theatre or nice restaurant, and really enjoyed the service and everything about it. What happens next? Well, you start talking about to people. You talk about how great the film was, or the food, you strike up conversation with excitement in hopes you can convince someone to go to that movie or that restaurant. What you’re doing is you’re “selling.” You’re having a conversation about something, and you’re talking about the features, benefits, and advantages of it. Answering questions, handling objections, and you may even ask for the close to get them to go.
You see? Sales does not have to be complicated. It will get more complex when you start selling to larger companies, because there will typically be multiple decision makers, long sales cycles, and many other factors that take place. The overall process is still the same though. You’re there to solve a problem for that company.
But I’m invading someone’s privacy!
You are not invading privacy, being an inconvenience, or wasting someone’s time when you present a product as a solution. You are adding value. If you have a cure for a disease, and you know someone who could benefit from that cure, would you keep that from them? I’m going to presume you would not.
Sales is the same thing. They have a problem, you have a solution. So if you have the solution, would you keep that solution from them? I’m, again, going to presume you would not.
In fact, when you can solve a customers problem, they are going to give you thanks. You just helped improved the quality of their life, by improving their condition. You left them better off than when you first started with them.
Fear of rejection and objections
“If you don’t like hearing ‘no’, and being rejected, you’re on the wrong planet.” – Grant Cardone
Our job is to take care of our customers and add value. We can add value by having conversations about our products that solve problems and add value.
Do you see a common theme here?
Solved Problems = Added Value
When customers say “No,” they’re typically not saying No to YOU. They’re saying to the product, the timing, the price, to themselves. It’s your job to handle the objections first as a complaint, until proven to be a real objection. This is where sales training comes in to play. You should be training daily to keep your mind sharp, to harness an arsenal of information to help guide your customer through the sale all the way to the close.
“I hear you, you’re right, I agree, super, excellent, I’d be happy to…” The first thing you want to do with handling objections is to agree. Why? Think about what happens when you disagree with someone. Does anything get accomplished, or do one/both of you put up a wall? This is a great tip to help you gain control of any situation, whether it’s in a sale, or just a conversation with your spouse. Agree. It’s their reality anyways. They believe they’re right, so who are you to tell them they’re wrong? In an argument, it only takes one person to agree to end the argument.
Agree first, then handle the objection.
Customer: “It’s too much money”
You: “I agree it’s too much, in fact everyone who has invested in this said the exact same thing”
Customer: “I’m going to have to talk to my spouse”
You: “Excellent, and you should. A decision as important as this should be discussed with your spouse. What would most like say “no” to? The product, the price, the terms, me, the company?”
Customer: “I already have X service/product with X-Company”
You: “Super! I’m glad you have a product that is working for you. Let me ask you something, in business isn’t it important to have options? Let me show you an alternative option that we have for you”
Customer: “I’m going to have to wait…”
You: “Of course you should wait. But, let me tell you what happens while you’re waiting. You’ll still need the product, your company still needs the product, the price goes up $X.”
Do you see how agreeing first set’s up the rest of the conversation to help the customer make a decision?
Why to people buy?
To solve a problem.
Their tv isn’t big enough. They invest a new TV.
They outgrew their house. They invest a new home.
Their phone is outdated. They invest in a new phone.
They’re needing to prepare for retirement. They get financial products to help invest.
Their car is breaking down. They invest in a new car.
Problem > Sale > Close > Solution Received > Happy person, Quality of life improved.
Why do people not buy?
People do not buy for one major reason. Uncertainty.
Uncertain about the product. Uncertain about the company. Uncertain about the associate. Uncertain that the product will solve their problem. Uncertain in themselves.
It’s your job as the sales person to help ease that uncertaining, build confidence and value in the product, the company, you, for the customers benefit.
Yes, I’m going to do a product insert here. I want you to be successful, and I want you to have the best training possible. CardoneU Sales Training platform. It’s the #1 sales training platform used and by companies like Google, Twitter, Sprint, At&t, Verizon, T-Mobile, Salesforce, Allstate, Infinity, Ford, Honda, Kia, Nissan, Toyota, Audible, ADT, Penguin Random House, Facebook, Microsoft, and over 500 more.
If these large companies, who have been extremely successful in the marketplace, believe that sales training on CardoneU is important enough to invest $100k+ in their people, what does that mean for you?
Training is the #1 greatest investment companies can make in their employees. It’s the #1 investment you can make in yourself.