three techniques to amaze your customers and prospects v1 0d

Copyright © Psychological Associates® 2015 1.0d

Three Sales Techniques to Amaze

Your Customers and Prospects

“70% of buying experiences are based on how the customer feels they are being treated.”

McKinsey

Copyright © Psychological Associates®

2015

Today’s Presenters

2

Pam Hager, Ph.D.Vice President,

Instructional Consulting

Clay HildebrandSenior Vice President, Sales and Marketing


2015

A Letter From a Client

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Chat Question

What do you suggest Suzanne should have done differently?

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Technique #1

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Suzanne’s Missed Opportunity

Probing the flat assertion:

“ . . . They never listened to me!”

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The Solution

To what issues did the other person not listen?

When did he/she listen?

What concerns do you have, moving forward?

How do you prefer to communicate?

How frequently?

Sample probes:

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The Five Most Important Questions

You Should Ask

The ones you didn’t ask!

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Chat Question

What techniques do you use to calm an angry, upset customer?

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“It takes 12 positive experiences to make up for one unresolved negative

experience.”

Understanding Customers,

Ruby Newell-Legner


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Technique #2

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Typical Personal Needs of the Angry,

Upset Customer

Esteem/Ego

Control

Feel heard

Feel important

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Specific Ways to Effectively Respond

Vent (acknowledge) the other person’s emotions

Reassure the other person that the issue will be resolved

Ask and listen — then ask for more details

Refrain from supplying resolutions

Your Goal: Change how the customer feels

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Really “Making It Personal”

Ask the customer how he/she would like the issue

resolved?

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Technique #3

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“By 2020, customer experience will overtake price and product as the key brand

differentiator.”

Customer’s 2020 Report


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With what frequency do you use cross-selling with your customers? It’s always on my mind

I listen for my customer to ask me

I wish I was more confident with cross-selling

I don’t do it; it feels too pushy

Polling Question


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Cross-Selling Advantages for

Customers

They know the seller

Saves them time

Provides them with an easier buying experience

Develops a deeper relationship

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How to Make Cross-Selling Work

Know your customer

Show how additional items complement the original

Make it sound and appear natural

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Key Cross-selling Terms

“You might also like . . . .”

“This would fit with your need.”

“You may find this will make you feel . . . . ”

“This is a valuable addition . . . .”

Focus on wording

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Tips for Successful Cross-Selling

Be prepared with ideas

Listen for opportunities

Suggest, when asked

Handle questions and objectives

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Three Techniques to Amaze Your

Customers and Prospects

Five most important questions

Those not asked

Make it personal

Needs of upset/angry customer

Cross-sell your customers

Prepare and bring it on

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For More Information

Contact our SPQ4

workshop registrar at (800) 258 0369

Or visit www.q4solutions.com/workshops

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Pam Hager, Ph.D.Vice President, Instructional

ConsultingPsychological Associates

[email protected]

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