cutomer-focused selling
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Sales Solutions 877-862-8631. [email protected]. www.sales-solutions.biz
Customer-Focused SellingMatching product benefits with customer needs
Craig James
Sales Solutions
May 11th, 2005
Sales Solutions 877-862-8631. [email protected]. www.sales-solutions.biz
Agenda
How to use this medium Introductions Content Closing Q&A
Sales Solutions 877-862-8631. [email protected]. www.sales-solutions.biz
Customer-focused Selling
What does it mean?
Compared to what?
Sales Solutions 877-862-8631. [email protected]. www.sales-solutions.biz
Provider-centered approach
Listen to me!
Sales Solutions 877-862-8631. [email protected]. www.sales-solutions.biz
Customer-centered approach
“Let me tell you about me”
Sales Solutions 877-862-8631. [email protected]. www.sales-solutions.biz
What’s your customer’s primary interest? His problems
And addressing them His worries
And alleviating them His needs
And satisfying them His goals
And achieving them
Sales Solutions 877-862-8631. [email protected]. www.sales-solutions.biz
What’s your customer’s secondary interest? Your offering - and how it gets him
what he wants Your offering - and whether it’ll get
him what he wants Your offering - and how it’ll get him
what he wants Your offering - and whether it’s a
good deal
Sales Solutions 877-862-8631. [email protected]. www.sales-solutions.biz
Unerstanding your customer
Situation Needs, Goals Worries, Concerns Constraints
Sales Solutions 877-862-8631. [email protected]. www.sales-solutions.biz
Why Bother?
Establish Credibility Seen as a solution provider
Build Trust Seen as a concerned advisor
Sharing of critical information Get the inside track
Paving the way Get introduced to key players
Sales Solutions 877-862-8631. [email protected]. www.sales-solutions.biz
How to be customer-focused Get inside your customer’s head
Ask questions
Listen intently to the answers
Recommend a solution specific to that customer’s situation
Sales Solutions 877-862-8631. [email protected]. www.sales-solutions.biz
What kinds of Questions?
Situation Needs, Goals
Worries, Concerns
Constraints
What’s going on? What looking to
accomplish? What concerns
you? What might
prevent you from succeeding?
Sales Solutions 877-862-8631. [email protected]. www.sales-solutions.biz
Presenting Your Solution Be sure it speaks to the customer’s
expressed needs Focus on the benefits of your
offering and support them with features
Sales Solutions 877-862-8631. [email protected]. www.sales-solutions.biz
Presenting Your Solution An effective presentation
Grabs the customer’s Attention Generates Interest Stimulates Desire
Sales Solutions 877-862-8631. [email protected]. www.sales-solutions.biz
Features vs. Benefits
Aspects of your product Size Speed Color Configuration
What they can see, touch, hear
What the customer gets from the feature. What they’re really buying
Is intangible comfort cost saving
Sales Solutions 877-862-8631. [email protected]. www.sales-solutions.biz
Features vs. Benefits
When presenting features and benefits, resist the urge to talk about all them Limit to only those that relate to
your customer’s issues, and that support the solution they need.
Sales Solutions 877-862-8631. [email protected]. www.sales-solutions.biz
Key point #1 to remember when presenting your solution
Don’t talk too much - you will either
lose the customer’s interest
say something that will trigger a concern
Sales Solutions 877-862-8631. [email protected]. www.sales-solutions.biz
Key point #2 to remember when presenting your solution
When you start hearing buying signals, STOP SELLING!
Sales Solutions 877-862-8631. [email protected]. www.sales-solutions.biz
Results of customer-focused selling
Prospects are more likely to buy from you when you’ve given them the opportunity
to share their “stuff” with you they feel you understand your solution aligns with their
problem or goal they trust your judgment
Sales Solutions 877-862-8631. [email protected]. www.sales-solutions.biz
Summary
Customers buy for their own reasons, not yours.
Ask questions to find out what those reasons are
Present relevant benefits, suported by relevant features
Know when to stop selling, and start asking for commitment
Sales Solutions 877-862-8631. [email protected]. www.sales-solutions.biz
Closing Q & A
Sales Solutions 877-862-8631. [email protected]. www.sales-solutions.biz
Sales Solutions
Service Offerings 1/2-day and full-day
Skill Enhancement/Sales Process Improvement
One-on-One Sales Coaching
Monthly Sales Round Tables Customized Sales Consulting
Call for a free assessment
Sales Solutions 877-862-8631. [email protected]. www.sales-solutions.biz
Monthly Sales Round Tables
Brainstorm best practices with other sales professionals
Improve Your Sales Performance Fun, stimulating environment Low time commitment Mimimal Investment
Sales Solutions 877-862-8631. [email protected]. www.sales-solutions.biz
Customer-Focused Selling
Craig James
Sales Solutions
877-862-8631
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