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30 11, 2015

11 Traits the new Salesperson Must Possess to be Successful

By |2017-03-03T12:06:49-05:00November 30th, 2015|Categories: Blog, Sales, Success|Tags: , , , , , , , , |0 Comments

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Today's salesperson.

Today’s salesperson.

Over the holidays I usually work for an event company demonstrating their product. I do this because it gives me an opportunity to keep in touch with the customers. I also get to talk with them about everything, including life. It’s interesting what people will tell you about themselves and their shopping habits.

Many businesses are still behind the “electronic eight ball” when it comes to their salespeople. The salespeople and the managers are still functioning like it was the 90’s. Although no more than 10-15 years ago, the world has changed dramatically since then. There are somethings that have remained the same; the salesperson still has to build rapport, overcome objections and close the customer. How it gets done has drastically changed. Customers are influencing each other when it comes to where they shop and what they buy. The customer is either “with us or against us.”

The salesperson is now an integral part of the marketing plan. More than ever the salesperson is not just closing the customer, but need to be driving the customer into the store. Here is what’s changed and how the salesperson can become a driving force to bring customers into the store.

I believe this is the profile of the new salesperson:

  1. Web savvy and can show the customer around your web site. Also knows how to link to your Pinterest, Houzz and Instagram photos. Has also created some YouTube videos for you about products.
  2. Understands how social media works and posts updates of customers and their products.
  3. Seeks affirmations and testimonials for customers for your web site. Is not shy about asking for referrals online. Also pays attention to your online reputation.
  4. Has an up-to-date LinkedIn profile with over 500 connections. Knows how to link up with businesses to expand his/her network.
  5. Is consistent in online postings. Posts weekly if not daily about products and new jobs.
  6. Has a smart phone and is capable of taking photos and posting. Can also show customers how to post online and “like and follow” your business on Facebook.
  7. Understands the value of Houzz and how it can help bring in more customers.
  8. Knows how to put together an event at your business as well as build the invitation online. Understand how online “meetups” can help you build a customer base.
  9. Understands that “tweeting” is not just for the birds. Tweets regularly and has a following.
  10. If he/she doesn’t already have a blog, is considering one to help build a “personal” brand.

Most important can help you figure out why your IPhone won’t turn off. Every business needs people with technology skills. Let’s face it, change starts from the top; the salesperson can’t do it alone.

Thanks to “In search of sociable salespeople,”  for the photo.

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18 01, 2015

“The Real Sale Begins When the Customer Gives you Testimonial”

By |2017-03-03T12:06:54-05:00January 18th, 2015|Categories: Advertising, Blog, Customer Retention Strategies, Customer Satisfaction, Repeat and Referral Business|Tags: , , , |2 Comments

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The customer only cares about three things: me, myself, and I.

The customer only cares about three things: me, myself, and I.

I was talking with John Gregory, owner of Capital Vacuums, in Albany, New York. John has been in the  vacuum cleaner business for most of his life; he started by selling vacuums door-to-door. He insists the key to business is by giving customers a positive experience through “added value.” I asked John if he would share his ideas with us.

 

“When I was knocking on doors, cold calling I came up with procedures to follow. Once you learn them you develop good habits that make your job more exciting and profitable. One of the habits I want everyone to learn is to call our customers after the sale.”

 

Happy customersJohn’s theory of business is simple, add value and make the customer happy.

 

“If the customer isn’t happy with the product/service/experience we need to know it.   If they’re  happy with the product/service/experience we need them to tell the world by giving us an online review.”

 

Retail is a game that both the customer and the store have to win. If the customer is happy, everyone is happy. In the end the business will get more referrals and sales.

 

An online reviews seals the deal!

An online reviews seals the deal!

It used to be we thought when the customer paid us, they were satisfied. Now, we don’t consider the transaction over until we get a review online or a “like” on Facebook. Since I know that 90% of my business is from referrals, the real payoff is the customer’s review. It’s a satisfying   feeling to know that my team can provide an experience worthy of a good review.

 

Years ago we had to ask the customer for referrals. We would ask them for a list of names or ask them to go out of their way to tell their friends and family about their experience with us. No matter how good the experience was the chances of that customer sharing it with friends/family were pretty slim. Most likely, the customer would soon forget about it. Now they can do it with a “click of the mouse,” or by hitting “send” on their phone. It’s amazing!

 

Think about how powerful that is. If we’ve met and surpassed the customers’ expectations, they can put it on the Internet for everyone to see. It’s just as easy for someone to spread the bad word about our business if they aren’t  happy. If they tell us first, we can fix it before they tell anyone else. Businesses need to be proactive.

 

Remember, business is built on value not on price. If you build it on price, you may not be in business very long. You must be able to define value if you’re going to deliver it. Here’s John’s take on value:

 

  • Building value can be as simple as explaining all the features & benefits of your product or service to the customer.

 

 

  • Building value can be as simple as engaging in real conversation with the customer, finding out their needs and conveying/painting a picture/ getting a customer to visualize using your product or service.

 

  • Building value is making sure the customer sees how the product or service will make their life easier or better. The idea is to make the value exceed the price. Make your product or service worth more than what you’re asking!

 

  • Building value can be throwing in something extra with their purchase. It can be as simple as a pen, mug or vacuum bag. It’s a present and we all like presents.

 

  • Building value can be an extended warranty, maybe a service plan.

 

Whatever value you give the customer it should be given to the customer as a present. Who doesn’t want a present? For your present, visit John and his staff at Capital Vacuum, 1593 Central Avenue, Albany, New York. http://www.capitalvacuums.com/

Lisbeth has been coaching for over 20 years. To consult with her or have her speak with your sales team, reach her at Lcalandrino@nycap.rr.com.

 

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