It’s A Party – Where are you going?

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Now your guests have arrived, as host(tess) you wouldn’t leave the event would you?

 

Then why do many salespeople become unavailable once they earn the order?

 

I know, I know – on to the next prospect, trying to close the next deal. That’s a salespersons job OR is it?

 

Sure it is a salesperson’s job to find more business and close it BUT not to the detriment of the business you just closed.

 

Make sure you’re around for your customers after the order comes through. Post sale follow-up is the #1 way to prevent buyer’s remorse.

 

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After the Party’s Over – Clean Up.

 

Once the order has shipped and the invoice sent, breathe a sigh of relief and then keep working.

 

Make sure that the customer has the support they need from you (and you’re company) to successfully use your products/services.

 

My favorite way to find a new opportunity is to follow up on an order to make sure everything went the way the customer expected.

 

When it we pulled off the perfect party – most people are looking forward to the next event and will tell us.

 

If the party was a bust, not as much fun as they anticipated, or they got lost on the way – better to apologize and reset expectations so they’ll consider the next party you put on.

 

Party Planning – Before they arrive.

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Once you know they’re joining your celebration, it is time to make sure they have a good time at the party.

 

For your business, what things need to be done BEFORE you receive an order to ensure it is smooth sailing from the customer’s perspective?

  • Pre-approve credit
  • Confirm mailing, shipping, and billing addresses
  • Is there anything else they need from you? Samples, drawings, etc.
  • Is production involved? What can you do now to make it seamless later?

 

You know your business. What are the top 5 things that tend to go horribly wrong (don’t lie to me or yourself – there are at least 3!).

 

Here are some I’ve heard from other salespeople (or my past experience):

1.    We never ship on time

2.    Without knowing the color/style/size we can’t ship and lots of people forget to include that on their orders

3.    We charge a lot for freight and it freaks out people after they decide to buy

4.    Our credit department wants to know everything about the owner before they’ll extend credit

5.    The paperwork is so extensive many people give up and buy from my competition

 

Figure out how to make the likelihood of those things happening as close to 0% as you can for your customers. You can also make allowances upfront for what you choose to promise – so even if the worst happens – the customer doesn’t realize it.

 

RSVP – Please Respond!

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RSVP is short for the French répondez s’il vous plait which means that guests need to respond to the host(tess) whether they are attending OR not!

 

It is the salesperson’s job to express the same idea when it comes to quotes and proposals. Make sure you will hear you’re winning and the order is on the way OR your competition was chosen.

 

My experience is that the MOST annoying thing about inside sales is putting in a whole lot of work, sending over the quote/proposal and never hearing back.

 

Voicemail Jail

isn’t somewhere I want to be

 

Make sure you get agreement from the person receiving your quote that they will RSVP, so you know if they are coming to the party.

 

Don’t sit at home thinking you’re going to have a great time (making goal, cashing that commission check) without hearing back.

 

This also doesn’t give you the opportunity to learn anything from a lost deal. Wouldn’t you rather know WHY so next time you can change your strategies and tactics?

 

hmmmm perhaps even decide the prospect doesn’t meet your customer criteria and do NOTHING with their next request!

 

This is no time for “regrets only” or guesses. How you plan your business depends on KNOWING?

 

Think about the increased accuracy of your forecast once you master this skill. Now ask your prospects and customers questions about earning their business.

 

Directions – How do we get from here to the party?

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The easiest way to get to the party may not be the shortest OR the fastest. The same is true when you start from never doing business together to successfully completing your first order with a new prospect.

 

Need an example? In my neighborhood there is a street called Burnet Park Drive – which is only 4 blocks long, yet includes; two left turns, one hard right, and the feeling you’re going the wrong way up a one way street.

 

That may be the shortest way to get to our house, but if someone who has never been to the neighborhood is coming over we’ll send them blocks out of the way to avoid that one road.

 

Make it easy; make them want to come over. Give them a short list of streets to travel or some very familiar landmarks to spot on the way to doing business with you.

 

What complex directions does your company put in the way of turning prospect into customers? What can you do to eliminate them?

 

Maybe it is as simple as getting credit approval ahead of time, or setting up a shipping account for them – no matter what don’t dilute the joy of the party by making it an ordeal to even arrive.

 

 

Invitation – Change your perception

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Every phone call you make to a prospect or customer is an invitation to do business together. Even when people know that is true, in TeleSales, it seems to be so easy to forget to put the effort forward after your 46th voicemail of the day.

 

How often are you dialing while bored? Don’t kid yourself, THEY know you’re bored – it comes across in your voice, in the tone, and in your pace.

 

Instead start asking yourself what do you want the relationship to be like? That will determine w you want your invitation to do business together to look like.

 

Is it:

 

Beautiful and formal

like we see for weddings

 

Fun like a college party

 

Someone’s Birthday

 

A little kids tea party

 

Any Special Occasion

 

That beginning will set the tone for when they get to the party and you start doing business with you.

 

Have you ever gotten to an event and felt like the invitation let you down?

  • You’ve got on stockings & heels or a jacket & tie – yet turns out your at a bar-b-que?
  • Sometimes worse is showing up for a beach party that is a formal dinner.
  • How about thinking it is an adult reception, but there is a bouncy house set up?

 

Don’t lead your prospects and customers on; let them know what it is like to do business with you from the beginning…or should we say before the beginning when you’re inviting them to join you!

 

Is doing business with you a party?

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I received a sales email back in September that had a subject line that included “(because you’re fabulous!)”, how could I not open it?

 

This of course got me to thinking about the fact that salespeople make every customer interaction a celebration.

 

Check out this month’s Chip off the Block newsletter to see if you’re

  • inviting prospects to do business with you
  • making the directions easy to follow
  • asking for an RSVP
  • planning the party once you’ve sent the invitations
  • being a good host
  • cleaning up after It’s all over

 

Happy Birthday to Me!

Hello,

For my birthday we are going to start the Coaching over Coffee: Month of Lynn celebration. For the entire month of October, our theme for every post and tweet will be:

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Is doing business with you a party?

 

So start thinking about how much of a celebration doing business with you is – how do you make your prospects and customers feel FABULOUS? If you don’t, now is the time to consider changing what you do so they look forward to your calls.

We all like to feel as special as we do on our birthday’s, now find ways to make doing business with you a PARTY!

Wishing you a fantastic Month of Lynn.

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