Customer Connect And Effective Sales Closing Rules Principles; how helps in closing sale; is the question that every sales rep wants to understand. So, I thought to start with something related where I can get connected with you all and make an “E-Connect” to share my thoughts and experiences.
“Value Addition” is important.
SALES: As we all know sales means selling any product for benefit. But I think the sale is more than selling.
Every person on this earth is a seller. The day a child is born he/she cries when hungry (so that’s the first sales pitch we all have delivered to our mothers) and in return, we get her love, warmth, and affection.
When a child needs a toy he/she cries or stands in front of a toy shop commanding parents for the toy. So the child is selling his/her desire for a toy to their parents. Always remember it’s the product that changes in the market not the sales pitch.
In short from our first sales pitch till the last, it’s the “Connect” that sells not the “Product or Service”.
Thus the First Thumb Rule of making a sale is – “SELL your CONNECT”
So, the first point to understand is “Connect”
CONNECT – a six-letter word (care-ownership-nurture-newness-empathy-concern-trust)
# Care – When u sell the should feel that you are here only for him. You are the one who cares for his need and the solution to his need is the best answer given by you and this will only happen when the customer will realize that you are here to care for his needs not just selling.
# Ownership – Take ownership of what you Sell. A Buyer’s confidence in any
product/service increases 100 times where the seller takes ownership of the
product and represents as if you use the same product/service as it’s the best.
# Nurture – Pamper your customers, make them feel exclusive, look after them
post-sales too.
# Newness – Add new style and flavor to your sales pitch. Don’t sell
products rather sell yourself. Make atmosphere light and jolly. Use your
own “ME” script.
# Empathy – Find the “Thread of
Disconnect” in your buyer. Try to understand his need and feelings for the
product or service he needs. Don’t sell him the product “Sell him Experience”
which will give you exclusivity in the herd.
# Concern – Show your client that you are not here for sale but you are
concerned about his needs and demands and you the only one who has the best solution to his requirement.
# Trust – “TRUST” the most difficult and the easiest thing in this world to develop in others' hearts. “Trust” hai tou sab hai…..is the new mantra for successful sale. Trust is built over time and when you earn his trust he will buy your product. So “First buy his TRUST and then sell”
Golden Rules Of Sale –
Make Strong Effective Customer "Connect"
In short "Make Trustworthy Connect” with your clients. Build rapport with them. Move slowly-slowly towards product presentation, you are not getting late to anywhere...
The success of any marketing program is determined by the integration of product and customer touchpoints
At the core of every marketing program is the connected customer journey. Whether the customer journeys occur over the phone, or via email, it is the interaction between a brand and a customer that drives the journey, fuels the growth, and creates loyalty.
Advancements in digital technologies, however, have made it possible to move away from a traditional customer-centric approach towards a customer-centric approach.
A customer-centric approach is the focus on the needs and wants of the customer. Such an approach will help marketers tailor their communications to the customer based on their preferences and deliver relevant, highly engaging, frictionless experiences.
In a customer-centric approach, the customer experience is focused on what a customer experiences as opposed to the brand's perception of the customer experience.
A customer-centric approach will also help them understand the level of automation they can expect and how they can make adjustments in their process or system to ensure better-personalized experiences for the customer.
Customer experience is a major priority for brands, but there are still large gaps in the customer journeys. It is difficult to pinpoint the exact location of gaps due to which the experiences are not as seamless and personalized as expected.
The success of any marketing program is determined by the integration of product and customer touchpoints. These touchpoints include the web, mobile, emails, phone calls, social media, and other channels.
When it comes to managing and providing a seamless and personalized experience, several obstacles and issues can create confusion and a lack of clarity, which can result in a fragmented and ineffective campaign.
This article identifies four key issues that need to be addressed to enable a seamless and connected customer journey:
1. Lack of Touch Points and Clarity: There are gaps in the market when it comes to connecting the web, mobile, and other touchpoints with various customer touchpoints.
The ability to send targeted and relevant messages are limited to a certain extent due to a lack of common customer touchpoints. This limits the automation and personalization that a marketing program can achieve, and also causes a lag in understanding the customer's behavior.
It can be challenging to create a unified and coherent customer journey for a marketer or a brand. The customer journey also varies based on the customer touchpoints that a brand has.
For example, customers might prefer to receive information from the brands via SMS or other social media channels such as Twitter. But if the mobile brand only has a mobile website, customers might experience a lack of personalization. Such a scenario should not be the case if the brand has a website and various digital channels such as email and social media.
This issue is compounded by customer touchpoints such as website analytics, which is built on self-serve tools that provide an incomplete view of the customer's journey. These tools do not distinguish between web channels and e-mail or SMS channels, or what effect personalization has on conversions.
To add to the problem, it is very hard to change the consumer journey if the data of the various touchpoints are not aligned.
2. Lack of Knowledge and Skill: While it is easy to get the basics of website analytics correct, it is difficult to make the data useful for building a comprehensive and unified customer journey.
There is a gap between the self-serve tools and highly skilled customer-centric web developers and SEO professionals. Many websites have become automated because of the lack of knowledge and skills of such professionals.
For example, if a brand does not have an e-mail template, many online tools will generate a standard template. The problem with this approach is that it usually follows a set of rules, which can be quite complicated.
The decision-making can be affected by other factors such as the time of the customer's experience, brand, etc. The success of a customer journey is determined by the ability to identify the customer's behavior and make decisions based on it.
3. Lack of Data: When a brand has a limited number of customer touchpoints or a small website, it has no way of knowing the exact customer journey. This means it is unable to have a fully functional customer journey. This lack of data makes it impossible for marketers to measure the effectiveness of the marketing strategy and the efficiency of conversion rates.
This lack of knowledge is compounded by a lack of resources, as well as the poor working environment of web developers and SEO professionals. It is not easy for a small, unorganized team to analyze a customer's journey, especially if the site was built with self-serve tools.
There is a belief that a marketing campaign can be successful only if there are a lot of direct and relevant messages. But that belief is an illusion, as most of the campaigns do not reach the target audience due to the lack of digital marketing tools.
It is not practical to have a complete customer journey unless the sites are using the proper tools that give all the necessary details of the customer journey.
4. Encouraging Customer Centricity: After this problem has been established, it is important to encourage customer-centricity.
Marketing campaigns should be focused on building loyalty and engagement with customers and followers. These campaigns should not be targeted at one particular type of customer, but rather multiple consumers with different types of interests and desires.
To make the customer journey complete, it is important to have a highly skilled digital marketing team to formulate an effective marketing campaign.
It is also necessary to follow up the campaign by sending out SMS or email updates and videos that showcase how the product or service can be used to solve a problem. As more customers can experience the benefits of the campaign, the loyalty and engagement levels will grow.
The most important element to the success of a marketing campaign is data. Without proper analytics, the campaign cannot generate a true and accurate picture of the customer journey. It is necessary to understand what the customer journey is and how each stage works.
If the information is well received, the marketer will be able to craft the next step and gradually build a full customer journey map.
Sales Closing Rules and Principles: Have you ever had a customer who comes to the counter with a handful of products and wants to buy them all?
How do you make the customer happy and be able to serve them the best you can, when the task is highly complex?
In this article, we will explore the four levels of closing rules to be able to handle this unique scenario and help the customer in their purchase.
After the sales force finished a transaction, a closing rule kicks in: These rules tells system how many items are needed to close the deal, based on the offer they have received. When an offer is made, the system goes through a classification process.
The classification process has 4 categories:
■ Single-Step Closing Rules: These rules give specific information on the amounts required for the particular offer.
■ Order Closing Rules: These are rules that represent the order of the items that need to be completed.
■ Binary Closing Rules: These are the most complex and difficult to use. These rules are used in many cases when a customer wants to buy multiple items.
These rules have no physical closing order and simply determine the number of items that have to be ordered and the order in which they are to be purchased.
This is the only case where the system cannot be programmed to accommodate the customer's request.
■ Terminal Closing Rules: These rules determine the final number of items that need to be purchased for the purchase to be completed. They are the most complex to use and most difficult to build.
If you have your sales force pre-run these closing rules, you can be very confident that your closing process is in perfect order.
Bonus Points –
1. Tell them about
yourself: your place of residence - your education – your experience – your
family – your hobbies – your achievements
2. Ask him about his
profession (appreciate his job or business) – his place of residence – his
family
3. Try to find some common
area of interest (never discuss politics and religion)
4. Order tea/coffee or
lunch (buy more and more time to spend with them)
5. Appreciate the place of meeting (if his office or residence), it's ambiance, and interiors.
6. Always wear a smile on
your face (it's free…)
7. Dress smart (not
expensive)
8. A firm handshake and compassionate thanks always add stars to your report card.
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