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Dave Richardson

Here’s a Training Exercise to See How Well Your Team Knows Your Clientele

Here’s the fastest way to see how much your team knows about the customers they serve.

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Knowing Your Customer is Critical

WHY IT IS TRUE: Selling used to be about transaction; now it is about relationships. How many customers are in your database and what do you know about each of them?

PLAN OF ACTION: On a sheet of paper, ask your salespeople to write down the names of your top 50 customers. Ask them to write something they know about that customer, their spouse, hobbies, etc. Train your team based on how well they know your clientele.

 

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Dave Richardson

Bad News Deserves an Explanation, Not an Excuse

Here’s how to talk to clients when expectations aren’t met.

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WHY IT IS TRUE: Many salespeople are scared to be the bearer of bad news, but customers appreciate honesty.

PLAN OF ACTION: Be up front, and be prepared to accept the consequences. Maybe the customer’s special order ring from the vendor did not arrive on time. The customer does not care about the problems the vendor incurred. Explain the actions you’ve taken to rectify this situation, and if necessary, offer any compensation you feel will help.

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Dave Richardson

24 Verbal Buying Signals Your Sales Staff May Be Missing

Do this exercise to improve your team’s closing ratio.

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WHY IT IS TRUE: The customer will say things that indicate they are ready to buy, but many salespeople talk right through these cues.

PLAN OF ACTION: During a meeting with your staff, write these verbal buying signals on a flip chart and ask your staff if they can think of any to add to the list.

  • Do you take credit cards?
  • I really like it.
  • I think she’ll like it.
  • Do you have a warranty program?
  • Will you gift-wrap it?
  • You provide an appraisal?
  • What if she doesn’t like it?
  • What time do you close tonight?
  • Do you have it in white gold?
  • Will you be able to size it for me?
  • If I buy it, when can I pick it up?
  • I really like the feel of it.
  • I really like the way it looks on me.
  • Can I put it on my store credit?
  • Can you engrave it for me?
  • You have a layaway plan?
  • Since I can’t take until it is sized, do you deliver?
  • Does it come in a box?
  • How can I care for it?
  • Do you have the matching earrings?
  • Can I borrow a calculator?
  • If I buy the ring, will you pay the tax?
  • What is your return policy?
  • What do you think?

Then, divide your salespeople into groups of two or three and have them write the appropriate closing question to each one of the verbal buying signals. Then you can compare the results.

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Dave Richardson

Why Ignoring Young Customers Could Come Back to Haunt You

Sales trainer David Richardson says this is an opportunity to make a client for life.

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WHY IT IS TRUE: The 12-year-old spending $25 today might be back for an engagement ring in 10 years.
PLAN OF ACTION: Put him or her at ease and ask questions about the gift recipient. Treat them as though they were an adult, show them respect, and you just may have a customer for life.

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