THE FIVE LETTER WORD TO KEEP CUSTOMERS
There is one crucial element that is ALWAYS present when someone buys a product or service.
The lack of that element can cause a sale to be lost.
What is it?
It is a five-letter word critical to every sales transaction.
There is a degree of fear in any purchasing transaction. People are afraid of being sold.
We like to buy but we hate to be sold.
If you sound like - and come across as - a sales person, based on past experiences, prospects will resist and put up barriers.
THAT ALL-IMPORTANT FIVE-LETTER WORD
From the first second, the prospect is judging:
* Can I trust this person?
* Will her or she do what they say?
* Is s/he knowledgeable?
You need to give them the ability to answer yes to these questions.
How do we gain the all-important trust of consumers?
(1.) By putting the customer's needs (or wants) first,
(2.) By not trying to SELL something before we know what customers want or need,
(3.) By keeping promises
And . . . by keeping in touch with customers on a regular basis.
Perception is reality for customers.
If they perceive that a sales person only cares about making the sale - and calls ONLY when trying to sell something - that customer goes away.
Every minute you're in front of prospects or on the telephone with prospects, they are deciding how much they like you, how much they believe you, how much they respect you, how much confidence they have in you, and how much they trust you. All of these factors determine whether or not they will buy from you.
HONESTY IS THE BEST POLICY
When you don't have a product the customer needs, s/he will be amazed and impressed when you say . . .
"We don't have it, but I can tell you where to find it."
Referring business to someone else, particularly a competitor, can seem unusual.
It's a natural inclination to try to make a sale whenever possible, but don't bypass the value of pointing someone elsewhere. Few actions create a more effective image of trust, confidence, and an overriding interest in the client's needs — attributes that will likely bring customers back to your business.
When a prospect becomes a client or customer, they've provided tangible evidence of their trust in you and your products and services.
FOLLOWING UP
Follow up with a phone call to find out how the product or service is working and there is a good chance you'll uncover a need for more of your products and services.
Stay in touch on a regular basis with letters and e-mail (with permission.)
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