Earn What You're Worth through Relationship Selling
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Transcript of Earn What You're Worth through Relationship Selling
EARN WHAT YOU’RE WORTH
RELATIONSHIP SELLING
© 2016 e-worc web & new media | Michelle Crowe Ritter
7 STEPS TO EFFECTIVE SELLING
Building Trust
Establishing Belief
The Client Interview
Building a Proposal
Negotiating/Securing the
Order
Execution
Follow-Through/
Relationship Building
© 2016 e-worc web & new media | Michelle Crowe Ritter
BUILDING TRUST
People don’t trust
words. They trust actions.
© 2016 e-worc web & new media | Michelle Crowe Ritter
BE TRUSTWORTHY
ALWAYS Do what you say you are going to do.
Establish a trustworthy relationship with everyone you come in contact with
Abandon the “what’s in it for me?” mentality
Be willing to walk away from business
It’s ok to tell them no
© 2016 e-worc web & new media | Michelle Crowe Ritter
REALLY CARE
If you don’t care, you probably won’t.Can you succeed without caring?
© 2016 e-worc web & new media | Michelle Crowe Ritter© 2016 e-worc web & new media | Michelle Crowe Ritter
IN YOURSELF AND IN YOUR PRODUCT
ESTABLISHING BELIEF
© 2016 e-worc web & new media | Michelle Crowe Ritter
What you are worth
What you think you are worth
BELIEVE IN YOURSELF
Establishing personal and professional self-belief
Read a book, Go to a class, listen to a podcast.Do things that make you feel good about you
List your personal successes, SUCCEED!
© 2016 e-worc web & new media | Michelle Crowe Ritter
Control what you can. Manage what you can’t.
BELIEVE IN YOUR PRODUCT
Establish Product Knowledge – Be the expert
Read your manualRead your ENTIRE website
Learn your productLearn your competitor’s product
WHAT IF you don’t believe your product
will deliver? © 2016 e-worc web & new media | Michelle Crowe Ritter
BELIEVE YOUR PRODUCT WILL DELIVER
If you know your product and believe in it and you’ve established trust… you are
prepared for the next step…
INFORMATION GATHERING
THE INTERVIEW
LISTENLISTENLISTEN
© 2016 e-worc web & new media | Michelle Crowe Ritter
START A CONVERSATION
Get comfortableThere’s no room for judging here – YOURSELF OR OTHERS
Most people are happy to have a conversation with you
Pay attentionTo everyone and everything around you
Notice your surroundings
Be curiousBe genuinely interested
Listen
Practice Every chance you getGrocery stores, Kids ball games, Networking events
Be the most interesting person in the room. Find Common Ground
© 2016 e-worc web & new media | Michelle Crowe Ritter
WHAT ARE OPEN-ENDED QUESTIONS?
Questions that CANNOT be answered with a yes or no.
They should never make others feel trapped. Should be designed to allow them to speak.
Not interrogation – Conversation
© 2016 e-worc web & new media | Michelle Crowe Ritter
INFORMATION GATHERING
What prompted you to contact my company and/or allow me to meet with you today?
What are your expectations for this product/service?
What is it you would like to see accomplished?
What process did you undergo to determine this need?
What other attempts have you made to solve this problem? Can you tell me about those?
Any difficulties with other providers that may provide some insight to possible solutions?
© 2016 e-worc web & new media | Michelle Crowe Ritter
CONTINUING RAPPORT/REAFFIRMING TRUST
• What is your primary role with the company?• Can you tell me about the structure and support
systems you have in place?• What challenges are you facing that I may be able
to help you resolve?• What other issues are you facing?• How would you like to see that resolved?• What improvements would you like to see?• How do you measure that?
© 2016 e-worc web & new media | Michelle Crowe Ritter
QUALIFYING
• What do you see as the next step?• What is your timeline for action or implementing
this product/service/solution?• Are there any other things I should know before
moving forward? • What are the budgetary limitations, if any? • Who are the other people that will be involved in
the final decision? • Has anything changed since our first meeting?
© 2016 e-worc web & new media | Michelle Crowe Ritter
It is not necessary to ask every question nor does every question require an answer.
Write that thank you note!
© 2016 e-worc web & new media | Michelle Crowe Ritter
BUILDING AND PRESENTING
THE PROPOSAL
© 2016 e-worc web & new media | Michelle Crowe Ritter
• Script, IN WRITING, your presentation• Outline my scripted presentation as a guide for
the face to face presentation• Script IN WRITING responses to any probable
questions that may arise• Deliver your standard presentation to at least
two people who have offered feedback• Prepare appropriate standard presentation
material for your expected audience
© 2016 e-worc web & new media | Michelle Crowe Ritter
“MY PRESENTATION” checklist
Focuses on the needs of my client Focuses on the benefits as they relate to solving the specific
problems of my client Begins with the most important benefits and continues in descending
order Includes only a very brief company background discussion and ONLY
if it adds credibility to the product or service Includes appropriate, customized and easy to understand illustrations
where applicable Includes opportunities for prospects to engage Includes a powerful conclusion which clearly illustrates the benefits of
my prospect buying my solution NOW Is slightly shorter than expected
© 2016 e-worc web & new media | Michelle Crowe Ritter
I WILL BE SURE TO….
Minimize the preparation work on the part of the prospect – acquiring projectors, markers, etc.
Try to have ALL individuals necessary to say YES present Be enthusiastic and transfer my enthusiasm to those in the
room Avoid reading directly from a slide, scripts/outlines Avoid using industry jargon unless I am absolutely sure
everyone in the room will understand it Share my attention with EVERYONE in the room, not just the
key decision makers Confirm the next action steps with all appropriate parties at the
end of the presentation
© 2016 e-worc web & new media | Michelle Crowe Ritter
FORMERLY KNOWN AS “CLOSING”
NEGOTIATING / SECURING THE ORDER
© 2016 e-worc web & new media | Michelle Crowe Ritter
NEGOTIATING
Negotiating should be easy: Delivery times, Implementation, Service
If you’re negotiating price – you’ve not successfully established value
Everyone wants the same thing
© 2016 e-worc web & new media | Michelle Crowe Ritter
Changing the way you think about negotiating (joint problem solving versus a series of compromises where one party may win and one may lose) is the first step toward better results.
Recognizing the reasons why people act the way they do, and having the ability to communicate to a broad range of behavioral styles gives the negotiator the ability to be reach satisfactory outcomes more consistently.
© 2016 e-worc web & new media | Michelle Crowe Ritter
CLOSING TECHNIQUES
If I could, would you? Take-Away
Speak First – You Lose
Don’t let these techniques cost you what should be a clean, dignified sale BUT don’t forget to ask for the
order.© 2016 e-worc web & new media | Michelle Crowe Ritter
EXECUTION
• He/She said yes! What now?• Be able to tell your client “This is what will happen next.”• Make a checklist
• What is the estimated delivery time? • What decisions need to be made before the order is placed? • Do you need a signed order form? • Do you need a credit application? • Do you need decisions on colors/service plans?
GET IT NOW!(or risk looking incompetent later)
© 2016 e-worc web & new media | Michelle Crowe Ritter
Customer Service
Thank you Note
Do it better than anyone else
Constant Communication
FOLLOW THROUGH
© 2016 e-worc web & new media | Michelle Crowe Ritter
CUSTOMER SERVICE
The process of satisfying the customer relative to a product or
service, in whatever way the customer defines his or her
need(s) and/or expectation(s).
© 2016 e-worc web & new media | Michelle Crowe Ritter
EXCEPTIONAL vs. ACCEPTABLE
WHO IS YOUR CUSTOMER?
Clients Employees
SalespeopleManagers
© 2016 e-worc web & new media | Michelle Crowe Ritter
HOW DO YOU OVER-DELIVER?
Product Knowledge - Know your productPreparation - Before you ever pick up the phone or walk in the door, learn SOMETHING about your client’s businessAsk and Listen - Your client will tell you what their expectations areManage - Are their expectations realistic? Report/Communicate - How often are you in front of your clients? What are some ways you can get in front of them more often? Service - How do you resolve problems? What do you when something isn’t moving as efficiently as you’d like?
© 2016 e-worc web & new media | Michelle Crowe Ritter
TIPS TO KEEP IN MIND
Earn the right to sell – through building belief and trust and DOING YOUR HOMEWORK
Use your current project to earn the right to propose additional work Don’t get branded as a salesperson Seek relationships first and opportunities will follow Be the one that solves “front burner” issues Don’t place so much emphasis on closing – if it solves a problem, it will
close itself The harder you push, the easier it is for a client to say no. A salesperson should ask for the sale at least 8 times – give me a break –
how would you like to be that client? Closing happens in the MIDDLE of the client relationship– not the end It’s okay to tell them no Learn to understand when the client has taken ownership. Don’t be afraid to say “I don’t know”
© 2016 e-worc web & new media | Michelle Crowe Ritter
7 STEPS TO EFFECTIVE SELLING
Building Trust
Establishing Belief
The Client Interview
Building a Proposal
Negotiating/Securing the
Order
Execution
Follow-Through/
Relationship Building
© 2016 e-worc web & new media | Michelle Crowe Ritter
Earn What You’re Worth
© 2016 e-worc web & new media | Michelle Crowe Ritter
Michelle Crowe RitterDigital Media Specialist, Online Brand Consultant
www.linkedin.com/in/michellecritter
Control what you can. Manage what you can’t.