Customer Relationships The Key to Sales Prosperity
Customer Relationships The Key to Sales Prosperity
Build Better Relationships by Improving Yourself
The first step in building effective relationships is to take a good, hard look at yourself. Where can you improve to become a greater asset to your target market? You cannot change or control your customers, but you can choose how you interact with them. This is the key to building effective relationships.
Build a Partnership
Think of yourself as a partner with the customer. The goal is service to the customer and your customer’s clients. Ask yourself this question: “How can I help my client improve and grow his or her business?” Develop a healthy sales dependency verses short-term, quick, in-and-out approaches. Develop a customer or client rather than a sale.
People want to develop a relationship with someone who is dependable and meets their needs. In this way, the relationship becomes more important than the product or service. The relationship actually becomes your competitive advantage and a real benefit to the customer. The customer buys you -- as much if not more than the actual product or service.
Build Trust
Trust is the glue that holds this relationship together. Trust is expressed repeatedly in your actions -- simple things such as returning phone calls immediately and doing what you say you will do. In this way, trust is an absolutely essential part of sales. If trust is not present, customers will not buy.
Trust is built by showing competence and credibility. Competence is getting the job done right -- better than competitors. Credibility is your character, integrity and honesty. Your competence is expressed through knowledge of the client’s needs and the ability to work with others. Your character should be composed of an abundance mentality that is expressed through giving and unselfish behavior.
Trust is also built through frequent communications and listening to customer issues. Listening builds trust because it shows how much you value the customer. Contact customers on a regular basis and make use of check-in, cycle, and new product announcement calls. Inquire about the needs and thoughts of customers and listen to their responses. Other ways to build trust include:
Listen, listen, listen and then listen more
Return all phone calls immediately
Send thank-you notes
Do something different and special -- be creative
Handle complaints promptly with empathy and honesty
Be extremely dependable and organized
Offer great customer service
Show sincere appreciation
Value customers
Do these things because people want to feel important and valued. More importantly, do these things without any expectation of return from the customer. Understand that if you give one, you will be rewarded with 10.
Build Relationships With All Types
You cannot please everyone. Remain objective and build relationships with many different personality types. The goal is to allow people to be who they are -- to understand them, not to attempt to criticize and correct them. When a challenging customer comes along, spend more time listening with empathy and work toward a win-win. This is done without compromising your key principles, values or mission. Improve your self-concept and it becomes easier to relate to all types of people.
Build Relationships by Adding Value
Find ways to become a valuable resource to the client. Identify the core problem, not the symptom, and create solutions that add value to customers. Guide customers through the value-added learning process. They may need to learn how your product or service can add value. Know that people learn differently and retain what they understand and have interest in. People are very interested in what will add value to them.
Be creative and flexible in your relationships with people. Know the difference between fact, opinion and assumption and recognize bias and emotion. Be the person customers want to see and meet with because you add direct value in the form of a productive and effective relationship. There is mutual benefit, respect and appreciation.
Customer Relationships The Key to Sales Prosperity - To learn more about this author, visit Thomas Young's Website.
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Selling is the process of building a trusting relationship with people. This is not a passing trend or sales technique, but a way of life. The relationships you develop with customers determine your level of sales success. Following are a few suggestions regarding how to make this happen.
Build Better Relationships by Improving Yourself
The first step in building effective relationships is to take a good, hard look at yourself. Where can you improve to become a greater asset to your target market? You cannot change or control your customers, but you can choose how you interact with them. This is the key to building effective relationships.
Build a Partnership
Think of yourself as a partner with the customer. The goal is service to the customer and your customer’s clients. Ask yourself this question: “How can I help my client improve and grow his or her business?” Develop a healthy sales dependency verses short-term, quick, in-and-out approaches. Develop a customer or client rather than a sale.
People want to develop a relationship with someone who is dependable and meets their needs. In this way, the relationship becomes more important than the product or service. The relationship actually becomes your competitive advantage and a real benefit to the customer. The customer buys you -- as much if not more than the actual product or service.
Build Trust
Trust is the glue that holds this relationship together. Trust is expressed repeatedly in your actions -- simple things such as returning phone calls immediately and doing what you say you will do. In this way, trust is an absolutely essential part of sales. If trust is not present, customers will not buy.
Trust is built by showing competence and credibility. Competence is getting the job done right -- better than competitors. Credibility is your character, integrity and honesty. Your competence is expressed through knowledge of the client’s needs and the ability to work with others. Your character should be composed of an abundance mentality that is expressed through giving and unselfish behavior.
Trust is also built through frequent communications and listening to customer issues. Listening builds trust because it shows how much you value the customer. Contact customers on a regular basis and make use of check-in, cycle, and new product announcement calls. Inquire about the needs and thoughts of customers and listen to their responses. Other ways to build trust include:
Listen, listen, listen and then listen more
Return all phone calls immediately
Send thank-you notes
Do something different and special -- be creative
Handle complaints promptly with empathy and honesty
Be extremely dependable and organized
Offer great customer service
Show sincere appreciation
Value customers
Do these things because people want to feel important and valued. More importantly, do these things without any expectation of return from the customer. Understand that if you give one, you will be rewarded with 10.
Build Relationships With All Types
You cannot please everyone. Remain objective and build relationships with many different personality types. The goal is to allow people to be who they are -- to understand them, not to attempt to criticize and correct them. When a challenging customer comes along, spend more time listening with empathy and work toward a win-win. This is done without compromising your key principles, values or mission. Improve your self-concept and it becomes easier to relate to all types of people.
Build Relationships by Adding Value
Find ways to become a valuable resource to the client. Identify the core problem, not the symptom, and create solutions that add value to customers. Guide customers through the value-added learning process. They may need to learn how your product or service can add value. Know that people learn differently and retain what they understand and have interest in. People are very interested in what will add value to them.
Be creative and flexible in your relationships with people. Know the difference between fact, opinion and assumption and recognize bias and emotion. Be the person customers want to see and meet with because you add direct value in the form of a productive and effective relationship. There is mutual benefit, respect and appreciation.
Customer Relationships The Key to Sales Prosperity - To learn more about this author, visit Thomas Young's Website.
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David AchesonDavid Acheson is the founder of DCJA Consultancy. DCJA Consultancy is a management consultancy business specialising in B2B sales consultancy. They offer bespoke and packaged sales consultancy including Sales Optimisation Review, Interim Sales Management, Sales & Marketing Review, 1:1 Sales & Management Staff Analysis, Management Training, Solution Sales Training, Creation of New Pay Plan, KPI's, run Customer Feedback Campaigns, assist with Recruitment, Coaching, Appraisals and set up Strategic Marketing Campaigns. David spent his early career in accountancy and then moved into sales in 1982, working in Office Equipment, IT, Advertising, Training, Outsourcing and Consultancy. He has held many Senior Positions in SMBs and Global Organisations including Head of Sales Operations & Head of Business Development. His knowledge, skills and great experience of the Sales Industry has led to David making keynote speeches and running educational sessions to key businesses through organisations including The Chamber of Commerce and Business Link. - Visit David Acheson's Website |
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Dave KurlanDave Kurlan is the founder and CEO of Objective Management Group, Inc., the industry leader in sales assessments and sales force evaluations, and the CEO of David Kurlan & Associates, Inc., a consulting firm specializing in sales force development. Dave has been a top rated speaker at Inc. Magazine's Conference on Growing the Company, the Sales & Marketing Management Conference and the Gazelles Sales & Marketing Summit. He has been featured on radio and TV, including World Business Review with General Norman Schwarzkopf, in Inc. Magazine, Selling Power Magazine, Sales & Marketing Management Magazine and Incentive Magazine. He is the author of Mindless Selling and Baseline Selling – How to Become a Sales Superstar by Using What You Already Know about the Game of Baseball. He created and wrote STAR, a proprietary recruiting process for hiring great salespeople, and he writes Understanding the Sales Force, a popular business Blog and is a contributing author to The Death of 20th Century Selling and 101 Great Ways to Improve Your Life, Volume 2. - Visit Dave Kurlan's Website |
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Leanne Hoagland-SmithAre your sales where you want them to be? Will you be one of the few who achieves sales or business success or one of the many who have failed to change? Are you tired of being told you are like everyone else? Then you may find my first book on sales of interest. Be the Red Jacket in the Sea of Gray Suits, The Keys to Unlocking Sales available at Amazon or at http://www.processspecialist.com/red-jacket.htm. This book is a reflection of my no-nonsense approach to improving sales to overall business results. If you are truly committed to making sustainable changes, then I can help you secure a positive return on your investment because I focus on executable solutions not telling you the problems you already know you have. From training to corporate (group) coaching to executive one on one coaching, my approach is to assess, create awareness, build a goal driven action plan and then execute. The bottom line question is "Not do you or your employees know it, but do you or they want to do it?" Please call for a free strategy session at 219.759.5601. - Visit Leanne Hoagland-Smith's Website |
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Linda RichardsonLinda Richardson is the Founder and Executive Chairwoman of Richardson, a global sales training and performance improvement company. As a recognized leader in the industry, she has won the coveted Stevie Award for Lifetime Achievement in Sales Excellence and she was identified by Training Industry, Inc. as one of the “Top 20 Most Influential Training Professionals.” Ms. Richardson is credited with the movement to Consultative Selling and is the author of ten books on selling and sales management, including Sales Coaching — Making the Great Leap from Sales Manager to Sales Coach, and Stop Telling, Start Selling. She teaches sales and management at the Wharton Graduate School of the University of Pennsylvania and the Wharton Executive Development Center. Linda is a frequent speaker at industry and client conferences, has been published extensively in industry and training journals, and has been featured in numerous publications, including The Wall Street Journal, Forbes, Nation’s Business, Selling Power, Success, and The Conference Board Magazine. Learn more about Richardson's sales training and performance improvement solutions at http://www.richardson.com web - Visit Linda Richardson's Website |
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John BrennanJohn Brennan Ed.D. Dr. Brennan is President of Interpersonal Development, LLC, a training and development firm. Interpersonal Development has provided sales training and coaching to more than 3,000 sales reps from over 100 companies. A native of Australia, Dr. Brennan received his doctorate from the University of Rochester. His dissertation researched the effectiveness of Behavioral Modeling Technology in training people in interpersonal skills. While he has spent most of his career designing or delivering training, he was also a Vice-President of Sales of a training and development franchise with operations in 25 markets. Dr. Brennan has designed and delivered sales training in North America, Asia, Europe, Australia and the Middle East. He has been a guest speaker at numerous national and regional professional conferences. When Microsoft wanted Best Practices articles on sales for their web site, they called Dr. Brennan. The results are at http://office.microsoft.com/en-us/FX011387391033.aspx His firm’s clients have included Volvo, The Prudential, Merrill Lynch, Eastman Kodak, Gannett, Equifax Europe, the Economist Group and countless small businesses. - Visit John Brennan's Website |
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George LudwigGeorge Ludwig is a recognized authority on sales strategy and peak performance psychology. An international speaker, trainer, and corporate consultant, he helps clients like Johnson & Johnson, Abbott Laboratories, Northwestern Mutual, CIGNA, and numerous others improve sales force effectiveness and performance. Though it's George's strategies and processes that help corporations increase productivity and performance, it's his tremendous energy and dynamism that spark the transformation. Again and again, clients remark on his amazing ability to unleash human capacity and inspire men and women to break out of their comfort zones. The result is a whole new type of salesperson. His customized presentations teach achievers to make stunning advances in their lives. From helping salespeople realize cherished dreams to helping corporations exponentially accelerate revenue streams, George Ludwig leaves audiences and individuals empowered, emboldened, and clamoring for more. George is the best-selling author of Power Selling: Seven Strategies for Cracking the Sales Code and Wise Moves: 60 Quick Tips to Improve Your Position in Life & Business. - Visit George Ludwig's Website |
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Anne BarrAnne Barr has over 26 years experience in sales and marketing, six years as a franchisee. She has assisted over 367 business owners and purchasers to achieve their goals in career change, transition and exit strategy. She holds the designation of Certified Franchise Executive from the International Franchise Association, Certified Business Intermediary from the International Business Brokers Association and Board Certified Broker from the Texas Association of Business Brokers. Anne is active in professional organizations, networking groups and volunteers for non-profit entities. As owner/operator of four successful businesses, Anne has proven people skills and enjoys helping clients find the right "fit" in business ownership. Visit www.FranchiseOpportunitySpecialist.com for more information about me and my company. - Visit Anne Barr's Website |
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