The number one complaint of prospects, the sales person talked too much.
It’s sometimes difficult to resist the “talking urge” when a customer ask’s you to tell them all about your community.
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Mystery Shopping is a great way to assess your teams sales skills and re-establish selling standards. I have listened to, observed and compared hundreds of Mystery Shops. My research clearly shows that most sales people talk 80% of the time even though it is the number one complaint of prospects. Want some time tested and proven Skills, Tricks and Tips to improve your Listening and your Presentation? Download a Free Webinar: Talk Less & Sell More
We learned as youngsters that it is not polite to stay silent when asked a question so we have a tendency to want to answer when asked a question and that’s what will do if we don’t have a plan. What customers want is to work with a sales person who can confidently take control of the conversation, help them express, clarify and prioritize what they want do what’s needed to move the purchase process forward to a logical and successful conclusion. Here is an example:
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- Always assume your prospect will ask you three or four questions before you start talking. Let’s face it. The customer has an agenda which almost always includes gathering information.
- Have a “Go To Script or Plan” to help you address the customers agenda and help you get control of the conversation. Here is what an opening statement looks like:
“Oh, Mrs. Geller, I understand that you want to get the prices before we get too far in our conversation. I would be happy to get the prices for you. In order to provide the right information, can I ask a question?” “What is your situation?”
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- Be prepared to listen and ask the next question:
OK, Mrs. Geller, You and your husband are living in your own home and are thinking that it’s getting a little lonely. You are also not able to get up and down the stairs like you used to. Is that right? Can I ask, how do you feel about the stuation you just shared?
Once the customer starts talking and gives you control make sure you are ready. Be prepared with your next question. If you stumble prospects will sense the opportunity and start asking questions again.
Sales people oftten say they don’t have a script so they just wing it or they have a process but it does not work in real life. DOWNLOAD the ValueMatch Plus Value Drill Sales Script. Most sales scripts and especially the ValueMatch Value Drill Sales Script is easy to learn and will work 90% of the time without a hitch, with a little practice.
Not listening – The second thing that drives mystery shoppers crazy is that sales people don’t listen.
It’ important for a prospect to feel there is a connection. Sales people must be interested in and relate to the answers given by the prospect. The process of active listening is the single most powerful way to build trust and rapport in a relationship. That rapport then becomes the base from which the sale can be nurtured and closed.
Being a Better Listener
Here are three ideas that sales people can use to be better listeners.
- Leave distractions at the door so you can completely focus on the person in front of you. My secret for this is to take notes. It has been said that a short pencil will beat a good memory every time and it’s actually hard to get distracted when you’re taking good legible notes.
- Read your notes and repeat what is shared immediately after the prospect finishes a thought. Repeating what is shared demonstrates respect and has the added benefit of helping the prospect clarify and organize what is on their mind.
- Be curious and interested in what is shared by the prospect, ask questions and clarify their comments to help focus the conversation on the most important ideas and issues and most of all show some empathy when appropriate.
Download a copy of the ValueMatch Plus Inquiry Note Form The ValueMatch Value Drill provides a nice platform for remembering the process, taking notes and staying on track.
Mystery shops are a great way to see how your sales people are performing and establish sales process standards. If mystery shopping is in your plans please call and we will help.
Will Nowell (602) – 284 – 0124.
Will Nowell is the President of Peak Performance MS. Peak Performance Mystery Shopping is a premier provider of mystery shopping services and Will has been providing sales consulting and training in the retirement industry for more than 20 years. Will is the author of the best selling book, ValueMatch Selling.
Will frequently share ideas on sales and marketing related topics. If you are interested you can check out his website, www.Peak PerformanceMS.com or reach out to Will at [email protected]
