Advanced Selling Technique - Learn To Help The Customer

Advanced Selling Technique - Learn to help the customer

If you help the prospect or customer you will be way ahead in the sales cycle.


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Advance Selling Technique: Learn to Help the Customer

© 2007 David Peterson

I write a lot about trust in my articles. It is obvious to me that you need to establish trust before you can move a person from the “suspect” stage to the “prospect” stage of the selling cycle.

Trust is something you earn. There are several tips you can use to assist you in earning a prospects trust. One of the tips I want to focus on is helping the customer.

We are not talking about a perceived trust here. A perceived trust is the reason the prospect trusts you because they trust your company’s name. You haven’t earned that trust your company has earned that trust.

What is the difference between a perceived trust and an earned trust? It boils down to the prospect may want your product but this prospect may not buy from you. Even though you made the initial pitch they still may not buy from you.

The prospect will call back into the queue and buy from the next available representative if you haven’t earned your own trust worthiness. They trust your company and your product but they bypassed you in the transaction.

This happens every day of every year. The prospect becomes a customer after you pitch them. Yet you don’t get the sale. Whose fault is that?

Typically sales representatives get really upset at this fact. The customer buys the exact product from someone else. You can hear them complain, get upset, but they never look inward to determine why the prospect didn’t buy during their phone conversation.

As a sales representative if you have had this happen to you then typically it boils down to the prospect didn’t believe in you! It has nothing, in fact absolutely nothing to do with your product or your company – IT’S YOU!

Get over it, and learn from your mistakes. Here is an easy way to build trust quickly.

Learn to help the customer. They are calling you or they are filling out a network marketing lead because they have a need.

Your job is to first, find out what they need. After you find out what they need try to help them solve for that need.

Start by cleaning up their account or the information that they provided in the lead.

1. Is their company name correct?

2. Is their name spelled correctly?

3. Are you pronouncing the name and business name correctly?

4. Do you have the correct address and phone number?

5. Besides the product you are pitching what other products do they own?

6. Who else has the authority to call in on behalf of this account?

7. Are they having other problems with your company?

8. Do they need your company’s help to solve a technical, a billing, or a financial problem?

All of these types of questions are asked before you go into the probing questions. Although these appear to be probing questions, they are not used to get to the reasons why a person needs your additional products. They are used to help you establish your credibility.

You have to understand that the typical prospect that you are in contact with NEEDS your product. This includes the $0.05 Network Marketing lead and the inbound phone call into the sales department of a large call center. There is no difference; people need what you sell.

Yet to get them to buy is a different matter. You have got to get them to WANT your product and to WANT to buy from you.

The only way to do this is to build trust. Help solve a customer’s problem first before you even attempt to sell your product and you will be way ahead in the sales cycle.

Let’s look at a couple of real examples.

The first one is a person signing up for a network marketing lead. This particular person has indicated that they are looking for additional income when they retire in 2 years.

To build trust, after your opening statement you may want to proceed like this…

“I get this call a lot from people getting ready to retire, what type of retirement do you currently have setup? Also when do you anticipate that you will be receiving social security...?”

The point of the statement above is that you care. You really want to understand the situation the customer is in BEFORE you make you own pitch.

Here is a second one. To build trust with someone needing a service that you provide after your opening statement try to do this…

“I understand that you are experiencing problems. Of the three problems that you have listed which one is critical? It turns out that I can fix one of the problems that you have listed but the critical one needs additional technical support help. Let’s get the minor one fixed now and then I will sell you a support plan to get you to our technical department to fix the major issues…”

The point of the second statement is that you really did solve one or more of the customer’s issues. Always allow the support department to solve the major issues. You could actually create more problems buy getting involved into what you don’t fully understand.

The two examples above really are advance selling techniques. Most salespeople would just start some minor probing questions to determine if there are issues that their product or service can solve. The professional salesperson will try to actually help the customer.

To build this trust you have to provide real help not perceived help. Successful professional sales representatives will engage the prospect, build trust by finding out the problems, immediately solve the problems they can, and then allow their product or service they sell to solve the additional issues.

I.E.: Allowing their product or service to solve the additional issues is called – A SALE!


David Peterson

David Peterson

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