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Professional Salling Skills

Because only one thing counts in this life: Get them to sign on the line which is dotted. You hear me? A-B-C. A-Always, B-Be, C-Closing. Always be closing. ALWAYS BE CLOSING. A-I-D-A. Attention, Interest, Decision, Action. Attention – Do I have your attention? Interest – Are you interested?…You close or you hit the bricks.

Baldwin plays the classic role of arrogant, rude, cocky salesman who only cares about getting people to sign on the bottom line. He doesn’t care about the customer. He doesn’t care about his reputation. All he cares about is the cold, hard, cash. You close or you hit the bricks!

If you’re in the e-commerce business, it can be easy to take Baldwin’s hardcore, ABC approach. You do everything in your power to get that initial sale. Yes, you care about taking care of your customers, but ultimately you need to make money to keep your business going.

But what if there was a way to combine the two? What if you could simultaneously make more money and take care of your customers? This isn’t some sort of “Made For TV” offer that will expire if you don’t act now. This can be done and is done by the biggest, most successful businesses in the world.

What exactly am I talking about? Upselling and cross-selling.

Both tactics are outstanding ways to increase your bottom line, sell more products, and give your customers exactly what they want.

It’s the ultimate win-win situation.

So let me break down the details of upselling and cross-selling and show you how you can use them to serve your customers.

 

What’s The Difference Between Upselling and Cross-Selling?

It’s not complicated. Upselling is when you convince a customer to purchase an upgraded or more expensive version of what they’re already purchasing. So, for example, if a customer buys a toothbrush from you, you can upsell them a fancier electronic toothbrush which spins, vibrates, and predicts the stock market. You’re trying to persuade them that they need a better, upgraded toothbrush.

Cross-selling is when you try to sell additional, supplementary products and services based on the initial purchase. When you purchase a mobile phone and they want you to buy a protection plan in case your drop the phone in the toilet, that’s cross selling.

Amazon is all about upselling and cross-selling.

The moment you click on a product, they also show you more expensive versions of the product as well as additional things you might want.

Clearly, this works. Not only do the biggest businesses use upselling and cross-selling, the data suggests it works as well. In the book Marketing Metricsthe authors state, “The probability of selling to a new prospect is 5-20%. The probability of selling to an existing customer is 60-70%.”

In other words, the odds of upselling and cross-selling are much higher than making the initial sale.

 

Upselling and Cross-Selling Don’t Have To Be Slimy:

Some sellers feel that upselling and cross-selling are shady tactics, like something a polyester-clad, loudmouthed used car salesman would use. And they can be that if done improperly. If you are trying to take advantage of your customers by selling them something they have zero use for, it’s a bit slimy. If you’re deceiving customers into thinking they need something that they don’t, that’s also slimy.

But if you use upselling and cross-selling to give customers truly useful upgrades and additional items, that’s helping your customers. You’re trying to give them a better experience.

For example, let’s say you sell mobile phone cases. As an upsell, you could offer them a more protective case, which may be exactly what they want. Or you could offer them a screen protector, which they may have been considering anyway. You’re not taking advantage of them or trying to trick them into a purchase they don’t need.

 

As Len Markidan of GrooveHQ says:

If you can make your customer feel like an upsell is helping them win, then you’ll both win.

Here’s another example: a few months ago, I checked into a hotel on a weekend trip with my wife. As we were checking in, the clerk offered me an upsell: would I like to add breakfast for two — normally $49 — to my room rate for “just” $29? I accepted without hesitation, and I was happy to do so. At $20 cheaper than the standard rate, I felt like taking the upsell offer was an easy win.

The key here is making your customer feel like they’re also winning in the upsell or the cross-sell. You want them to feel like they are getting something of great value. If you’re not doing this, you probably are doing something slimy and shady.

 

Simple Ways To Use Upselling and Cross-Selling:

Now that your conscience feels at ease with upselling and cross-selling, here are some simple, yet effective ways to implement them in your e-commerce business.

 

Cut Down On The Options:

It can be tempting to think that if you give customers dozens upon dozens of additional options, you’ll increase the amount of sales you make. But that’s not the way it works. I can tell you this both from personal experience and the experts.

I’ve waded through page after page of upsells before I was allowed to finally make my purchase. It’s not fun.

The experts support my feelings. Brenda over at WooCommerce notes:

The truth is that product recommendations’ performance depends on how and when you display them. And not everyone gets this right. Cross-selling and upselling are the bane of many customers just because they’re so often done poorly, with the focus put on the business’s aim of selling extra stuff instead of the customer’s aim of making sure the extra stuff will actually benefit them.

Don’t throw everything at the customers. Only present the most relevant items to them – items that will help them win. Combine your upselling with customer service.

 

Use Those Bundles:

Bundling items together is a great way to sell more products and meet your customers needs. Going back to the mobile phone example, bundling a case, a screen protector, and a charger allows your customers to get everything they need in one purchase.

And if you offer a slight discount on the bundle, you may be able to increase your overall number of sales.

 

Give Your Customers What They Want:

Keeping track of customers past purchases allows you to customize upsells and cross-sells based on what you know they already like. For example, after I purchase an item on Amazon, they begin recommending similar items every time I log on. I don’t consider this to be an annoyance. Rather, they know what I gravitate toward and then point me to others similar items.

Keep tabs on what your customers purchase and then guide them toward similar items in the future. Or, if a new, related item comes out, alert them to that release. This can increase their satisfaction and your revenue.

 

Keep The Price Increases Limited:

 

If someone is buying a $40 pair of shoes from you, don’t recommend a $200 pair of calf leather loafers. It smacks of trying to take advantage of your customers. Generally speaking, upsells and cross-sells shouldn’t be more than 25% more expensive than what they’re already purchasing.

 

If you stick to this range, you’ll stay in the range of what they’re already purchasing. However, if you go outside this, you risk alienating and frustrating your customers. If they wanted to spend a lot of money, they would have made that initial purchase larger.

 

When They Win, You Win:

You don’t have to be Always Be Closing in order to run a profitable business that makes your customers happy. It’s possible to upsell and cross-sell in a way that serves your customers rather than bleeds them dry.

Again, to quote Len Markidan:

Even if we know that upselling can be extremely valuable, many of us, scarred by scammy upsell offers in the past, still don’t feel “right” doing it.

But with the right timing and upselling techniques, those unpleasant upsells are actually very easy to avoid.

It all comes down to when and how you upsell…

Do you feel offended when a McDonald’s employee asks, “Do you want fries with that?” Probably not. If you do it right, your customers won’t be turned off by your upsells and cross-sells.

 

Read the original post by clicking Here

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Because only one thing counts in this life: Get them to sign on the line which is dotted. You hear me? A-B-C. A-Always, B-Be, C-Closing. Always be closing. ALWAYS BE CLOSING.

 

Practical new sales staff management & Motivation tips
This article lists some handy tips for sales managers on how to better manage and motivate sales staff in general and specifically new sales staff.

There are some great tried-and-true closing techniques that have been around for years. And if you’ve done a really good job of needs development, then closing comes very easily without using tricks.

Closing is really very simple and natural. The secret to success is in making sure that the sale is always advancing toward a commitment to proceed further. First use operational and probing questions to uncover difficulties and dissatisfactions and start to build your product as a solution. Then use effect questions to make the problems more important to the client, and finally, use nail-down questions so that client interest is focused on the value of the solution.

One of the most important stages of selling is closing because it is about the actions you take to gain agreement of the sale. There are many closing techniques in sales, which are prescribed actions that salespeople take to persuade the customer to make the necessary commitment. Here are some oldies and goodies:

• Affordable Close. Ensure people can afford what you are selling: “We’ve talked about the cost-benefit ratio, so let’s go ahead with the paperwork..”

• 1-2-3 Close. Close with the principle of three: “It comes in green, red, or black; which one would you like?”

• Alternative Close. Offer a limited set of choices:
“Would you like the stand-alone model or the built-in system?”

• Assumptive Close. Act as if the client is ready to decide: “I take it we can go ahead now?”

• Balance-Sheet Close. Add up the pros and the cons:
“We’ve weighed the pros and cons, and this will definitely improve your bottom line—when do you want it installed?”

• Best-Time Close. Emphasize that now is the best time to buy: “This is an excellent time to use this system, so let’s get started with the paperwork.”

• Bonus Close. Offer an incentive to clinch the deal:
“And if you purchase today, you also get the additional guarantee; here are the forms.”

• Middle Close. Make three offers—with the target in the middle: “We’ve got three choices—the larger one is most likely too much for your needs, and the smaller one doesn’t give you everything you asked for; the middle one, however, is exactly the right solution, so let’s go ahead with the paperwork.”

• Calendar Close. Put it in the diary: “Okay we can get this installed early next week.”

• Companion Close. Sell to the person with the client:
“I know you’ve been paying close attention to the conversation; if you agree this is the right solution we can get the paperwork started today.”

• Compliment Close. Flatter the client into submission:
“I like the way you think and this seems the best solution for your needs; let’s get the paperwork handled.”

• Concession Close. Give the client a concession in exchange for the close: “I really think this will work best for you, and we can reduce the delivery cost by 20 percent by putting the order in today.”

• Conditional Close. Link closure to resolving objections: “It looks like we resolved all the issues you talked about; shall we get the paperwork handled now?”

• Demonstration Close. Show the client the goods: “I’d like to show you how this works and then if you like it, we can go ahead with the agreement.”

• Economic Close. Help the client pay less for your product or service: “I think if we put this order through today, we can still get the discounted rate.”

• Emotion Close. Trigger identified emotions: “Sounds like this is something that will really help everyone feel more secure. Let’s go ahead with the paperwork.”

• Golden Bridge Close. Make the only option attractive: “Everyone who has this system agrees with your analysis; it’s the best on the market. All we have to do is complete this form.”

• Humor Close. Relax the client with humor: “I think you’ve come up with more benefits for the product than I have. Shall we go ahead and complete the paperwork?”

• Hurry Close. Go fast to stop the client from thinking too much: “Looks like we’ve covered everything you need; all we have to do now is decide on delivery dates.”

• No-Hassle Close. Make it as easy as possible: “We’ve done the hard part—making the decision; now all we have to do is complete the paperwork.”

• Now-or-Never Close. Hurry things up: “We only have a few more in stock, so let’s get the paperwork started.”

• Ownership Close. Act as if the client owns what you are selling: “When you take delivery, you’ll wonder how you survived without it.”

• Quality Close. Sell on quality, not on price:
“Everyone who has purchased this system says it’s the very best on the market.”

• Repetition Close. Repeat a closing action several times: “To summarize, you’ve agreed on the style, the size, and the color, so let’s handle the paperwork.”

• Retrial Close. Go back to square one: “I know you said you’re first objective was productivity and we agreed it will increase by up to 250 percent with this product, so let’s set some key installation dates.”

• Selective-Deafness Close. Respond only to what youwant to hear: “From what I hear you saying, you want this delivered as soon as possible; how does next week sound?”

• Standing-Room-Only Close. Show how others are queuing up to buy: “It’s been a real winner so let’s get you on the delivery schedule as soon as possible.”

• Summary Close. Describe all the extras the client is going to receive: “With this you will also receive guarantees, warranties, and free installation; here’s the agreement we need to complete.”

• Testimonial Close. Use a happy customer to convince the new customer: “You can talk to anyone in the industry and they’ll tell you it’s amazing. The only question left is deciding on a delivery date.”

• Trial Close. See if the client is ready for a close:. “If we can guarantee all the figures we discussed, are you ready to go ahead today?”

• Ultimatum Close. Show negative consequences of not buying: “I’d hate to see you miss this opportunity; shall we just get the agreement covered?”

• Yes-Set Close. Get the client saying “yes” and the client will keep saying “yes”: “I know you said yes to the benefits and yes to the solution; all we need now is a yes on the terms.”


As you can see, the list of closing techniques is almost endless, and all it really takes is for you to ask for the order. Go into the call expecting to close on something. Commit the client to do something, to take some action. There’s a saying that you sell on the tangibles and you close on the intangibles.
In other words, when it comes to the close, if you have helped the customers feel they can trust you, if you have asked the right questions, then the only way to go is to buy your product.

So use the oldies and goodies in terms of closing techniques and then remember that when you sell from your heart, you are not really closing the sale, you also are opening an amazing solution for your client.


With special thanks to Jeff & Val Gee the authors of the OPEN Question Selling book published by McGraw Hill 

The following are some handy tips for sales managers on how to manage and motivate specifically new sales staff. but before getting into that its important to point out that our newly hired sales team member has his own distinct challenges which includes the following:

• Learning about the products/services
• Learning about the organization
• Getting to know his colleagues
• Learning about and getting to know the customers
• Learning about the competition
• Learning new systems
• Understanding the business processes and working relationships
• Other challenges

This is the time to step up as a manager and get involved to make a new hire’s training and acclimation to the work environment as smooth as possible. A few suggestions would be:

Have a plan for him or her (first day, week, month, quarter, etc.) that prioritises what they need to know. Give them the “need to know” information first.  This doesn’t have to necessarily cover all the details of their job, but it should hit most of the core areas.

Networking. Let them get to know the people they are going to work closest with in a stress-free environment. No need to have someone start in a ‘‘trial by fire’’ atmosphere if it is not necessary. Again, training is tough enough for most people.

Rotate them around the core departments. If at all possible, let them spend some of those first few weeks meeting and talking about the roles, responsibilities, and challenges in other departments.

Give them time. While you might operate in a very aggressive sales atmosphere, realize that some people are ready to pound the pavement on day one and others need more time to grasp things. That does not necessarily mean the latter has less potential; it could be just the opposite.

As the sales manager you must always remember that developing winners will still follow a very distinct pattern. Some people will move faster than others, but all go through certain phases. here are some practical things you can do

1. Assign buddies or shadowing of experienced team members with new staff  for example buddy the best team member in objections handling with the weakest objection handler in the team
No salesman is perfect, everyone has a weak point and that applies to your team as well. As a manager keen on constantly developing your team you must know which part of the sales process represents the greatest challenge for each team member and focus on improving it.

2. Use Tagging which means you should have a tag in your mind for each of your team members where each person has a specific need for improvement that you are working with him to improve, it is so clear to you the one specific issue each team member has that you have a tag for each. Remember this when you’re observing them in action and listening to their conversations with customers so that you’re constantly thinking of the key area where you’d like them to improve.
For example :
-   That’s Sarah , she’s a little shy , she has a problem initiating conversation with  customers on the floor.
-   This is John, he has a problem with closing sales
-   That’s Samy, needs to work on his questioning skills...etc.

3. Put best practice in front of everyone ,Always highlight best practice and make sure everyone sees it. For example pointing out a team members excellent customer handling situation in a team meeting or a huddle and explain it and make sure everyone understood that this is the right way and this is what we want to see more of.

4. Be there when they are selling Watch them in action, observe how they handle customers see them firsthand to be able to point out where they need your support.  This doesn’t mean standing right behind them or leaning over their shoulder, but if we’re going to coach our staff properly you need to know what they’re doing. Watch not only for what they’re saying, but also watch out for:

•   Their body language
•   Are they being communicative with the customer
•   Are they smiling when they greet customers
•   What are their hand gestures and movements saying to the customer.

5. Let them watch you sell, make sure they see you sell to customers, do it the right way in front of them and this is an excellent learning opportunity for them. Encourage everyone to watch your best sales people as well and pick up tips.


And now let’s look at some rewards and motivation techniques for your sales team, we will look into Free / No cost ways to motivate your sales people as well as low cost things you can do to get them fired up and Energized about selling and performing better. We will look into some very simple methods of motivating and rewarding your team. These may be straightforward but it’s amazing how many of us forget to do it or don’t do it often enough – and they really work!

 

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No cost Ways to motivate your sales team:

1. Praise - This may sound really obvious but we all respond well to praise and it doesn’t have to be winning a gold medal at the Olympics, it could be as simple as saying “well done, I saw you managing that customer and you did it really well.  I really liked the way you . . . “  This will not only motivate the member of staff but will also make them remember something they did particularly well.

2. A kind word or short note – ‘thank you’ and ‘well done’s!

3. Congratulate in a team meeting. Recognition in front of our peers is always received well. It’s a great idea to start team meetings with a little praise for those that have done well recently or achieved a sales against the odds etc.

4. Recognition as Employee of the Month - Again, these can sometime appear really pretentious but remember to reward staff – the reward can be simple a certificate, a box of chocolates – anything that recognises an achievement. But remember once you start this, you have to continue and you have to have clearly defined rules of how to achieve it. Of course if you want you could add a significant reward – an extra half day off for example!

5. Recognition on Company intranet and Newsletters. As Andy Warhol once said, we all want our 15 minutes of fame and this is true in the corporate world. Seeing your name in print in a company magazine or online is a fantastic thrill for most staff members and shows their efforts are being recognised outside their own store.

Low cost ideas to motivate your sales team:

1. Give a certificate and have a small ceremony – even if it’s only once a month, it’s key for staff recognition

2.  Time off - As mentioned before, this is a relatively low cost award that has huge significance for staff – who doesn’t want to be recognised with such a prize as time off!

3. A gift certificate is another great way of recognising achievement – it doesn’t have to be a huge amount of money, but to allow someone to buy something as a treat for themselves or their family is a great incentive. A lot of organisations now also use cinema tickets and these are always well received by staff.

4. Again, a simple idea, but one which works well and is appreciated by the whole team.

5. Sales contests are a great way to boost sales. They are especially useful when a particular type of product/service needs that extra push. The key to remember with sales contests is that they work best for short-term sales results. Also, don’t implement them too frequently. The prize for winning a sales contest can be anything from a small gift to an extravagant trip. Trips are typically in the form of a
trip for the individual (or with a guest), or companies sometimes have more elaborate programs where multiple winners take part.

For example, the winners go to a resort where they can network with their peers and enjoy the atmosphere and festivities. However, if the prize is great or small, the added excitement in the store and the emphasis on a new product or service can work wonders for both sales and morale!


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