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Copyright 2006 Deborah Torres PatelDeborah Torres Patel:You and I both agree that many salespeople often forget the most important part of the sale…the customer.Paul Archer:That’s right. My crusade is to put the customer back on the pedestal where they deserve to stay and flourish. If your product or service is high transaction then leave it to the internet or telesales. However, if your product or service is high relationship then you’ll want to work on creating exceptional sales rapport.Deborah:What is Rapport Selling?Paul:It emphasizes the customer every time and all the time. The salesperson is constantly putting themselves in the customer’s shoes. It requires an intense ability to build rapport and needs honed communication skills.Rapport is far more than just talking about the same football club or discussing your client’s children. It is a deeper integration with the client, immersing you into their world and what makes them tick and then designing a sales process around them, not you.Deborah:I know you have a multitude tips. Would you mind sharing your top ten rapport selling tips with us?Paul:I’d be delighted.1. When making calls to customers, never, never, never hang up your phone before them. Wait for them to hang up first. It’s a small point but very irritating when you’re on the phone; agree to say farewell and immediately you hear their click at their end. Some get the impression that the other person can’t wait to get on to the next call.2. Record all details of the customer. Use paper or technology to record all you can about the customer that you have so fastidiously collected and refer to it every time you speak or meet with them again.• I use a software programme that records all sorts of information about my customers, not just the usual things like names and addresses. It records spouse details, children, hobbies etc.• It shows me every contact I’ve had with them whether by phone, letter, email or a meeting. The software allows me to constantly recollect everything about them when they call me.• Make your customer data portable so you can recollect it at a moments notice. Handheld computers are fantastic devices to contain this information especially the ones which double as phones instantly bringing up the customer file. Very impressive and it shows the customer that you are putting them first.• When you return to your desk, simply pop the device into the cradle attached to your PC and presto, the data is synchronized.3. When asking questions be careful of your tone. Research has constantly shown that communication is vastly more than just the words we choose to use.• Body language comes into it but, increasingly, the tone we use affects how the words are interpreted by the customer. That’s what it’s all about. How the customer sees it.• Record your tonality during questions and statements that you make and observe the direction it takes.• Questions should have a slight rising of the tone towards the end.• Statements should have a relative flat tone, with emphasis on words where needed.• Commands should and do have a tone that falls sharply at the end.4. Listening is more than the words. I break it down into 3 levels.• Level 1 is listening but with your point of view, constantly relating what you’re hearing to our experiences and values. I do this when I go to the airport. I’m listening and looking at everything with the sole purpose of going to the right terminal, at the right time.• Level 2 listening is hearing what’s being said with the customer’s experiences. This is very difficult and means relating everything that is being said to them and their situation, constantly bringing it back to their world and their agenda.• Level 3 listening is a level that few people can master. This is listening as though the information flowing to you is like a radio wave coming from all directions. Smells, instincts, opinions, body language, that subtle grin, that tonality, that closing of their eyes when they talk about their holiday…. That’s level 3 listening and that’s the one we need to strive towards.5. Eye contact has to be one of the most important means of gaining rapport and building trust with people.• The eyes are said to be the windows of the soul and unless we look at people as we talk and present, many people will not believe you.• The key is to give as much eye contact as they give you. No more and no less, just the same.• Again the whole emphasis here is to put your habits in the back room and focus on your customer and how best to communicate with them.6. Be aware of your customer’s requirement for territory. Gauging the size of this zone is the trick. Just like with eye contact, the key is to give people as much space as they give you.• Most people from the country respect and need space around them, whereas in the city people are not too fussed about getting closer to you.• Everyone has an intimate zone that you should never encroach unless you are their lover.7. Instinctive rapport salespeople use metaphors and comparisons all the time to help the customer understand and relate to their service or product.8. Real communicators tell stories. Customers want to hear stories if it helps them understand and relate to what you are saying. Talk to me and I hear, show me and I understand, tell me a story and I’ll remember. Try and relate something you’re saying into a story that illustrates your point beautifully.9. When writing letters to your customer, write in a modern 21st century style. You should develop a style of writing that matches the way we talk to people. Little things like writing hello instead of Dear and writing goodbye instead of yours sincerely, makes all the difference. After all when I say farewell to someone I never say “assuring you of my best attentions at all times, yours sincerely”.10. Finally, product knowledge is very important. However, thanks to the internet customers can know as much if not more than us. Learn your products, yes, but learn more about the customer’s context. In other words study up on their market if they are a business. Find out as much as you can about their company and industry. Discover their challenges and problems, read their trade journals, be aware of what their competition is doing. Add value to the sales interview, not just information about your product.Deborah:Thanks so much Paul.
It's indeed incredible that not many people pay a great deal of attention to what gets into their minds.You see, the mind is the single most important factor in determining who you are and what you do as an individual.If your mind is positive and creative, you can become all you ever dream of becoming.Most of the highly successful people you see in the news today took a great deal of time to work on improving their minds.On the other hand, if your mind is negative and inactive, it's very likely you won't amount to anything in life. Analyzing the lives of some of the most notorious people in the world would reveal that they always fed their minds with negative thoughts.The question that obviously comes to play here is - are we born with positive or negative minds?I will quickly and firmly say NO to both!We develop our minds by what we put into it. If we are continually putting negative information into our minds, this results to negative thoughts and ultimately negative actions.So, if you want the opposite creative thoughts, it is pertinent to always get the right kind of information into your mind.The most common way to do this is by reading the right kinds of books.Sadly, because of the great demand on our time, only few people still read lots of books, especially after college.We mostly only have time to read the newspapers and magazines. And guess what? Most newspapers only end up giving us bad news that further increase our negative state of mind.If you want to really get positive and helpful information, you need to read books that contain such information.Thankfully with the advent and popularity of audio books, anyone can get the right information into his or her mind without having to "read".You can enjoy the benefits of audio books while exercising, commuting to and from your work, etc.For those who don't know exactly the audio books to go for, below are some of the 10 best audio books to improve your mind.1. Build Your Self Esteem Author: Glenn Harrold Publisher:Diviniti Publishing2. Awaken the Giant Within Author: Anthony RobbinsPublisher: Simon & Schuster Audio3. Develop a Powerful Memory Author: Glenn HarroldPublisher: Diviniti Publishing4. The 7 Habits of Highly Effective People Author: StephenR. Covey Publisher: Simon & Schuster Audio5. How to Win Friends & Influence People Author: DaleCarnegie Publisher: Simon & Schuster Audio6. Awaken the Giant Within Author: Anthony RobbinsPublisher: Simon & Schuster Audio7. Feel the Fear and Do it Anyway Author: Susan JeffersPublisher: Simon & Schuster Audio8. The Power is within You Author: Louise L. Hay Publisher:Hodder Headline Audio books9. Creating Inner Peace and Calm Author: Glenn HarroldPublisher: Diviniti Publishing10. Get Up and Do It! Publisher: BBC BooksAny or all of these audio books can be bought from some of the leading audio book stores on the Internet.
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According to the experts who conduct sales coaching and sales training courses, most of the sales objections take place when a sales rep has failed to show to the client the usefulness of the product. Overcoming these objections is a very important lesson for a sales rep. It is important to remember that the customer may not always give the actual reason for objecting to the sale. Sometimes it is actually the customer wants to know more about the product and so puts forward objections to know more about it. Even the customer may not realize this, but a good rep can make it out. Sales coaching and sales training courses can show the different strategies of dealing with the objections. Here are some strategies to do that.1.Establish trust. This of course has to be mutual. If you have established trust then the client is also going to have confidence in you. Make the client understand that you are the expert as far as the product is concerned. In the process if you are able to make friends with the client, even better. But, it is not absolutely necessary. It is enough if you gain their confidence and trust.2.Be patient. Always listen carefully to any objection that is being raised. Analyze it. Is it actually an objection or is it just a ploy to delay the deal? Most often if it is an objection, the client is going to repeat it. You can clarify by asking questions starting with �Don�t you really mean�� or something like that.3.Confirm with the client if it is the only objection. Don�t ask it outright but, instead you can ask something like �Is this the only reason you won�t buy from our company?� If they have other objections they will come out with it.4.Confirm the same thing again. You can reword the question to ask the same thing again. For instance you can ask �In other words, if it weren't for the price, you'd buy my service. Is that true?�5.When you are asking the question, ask it in such a way that you give the solution to the objection. They should not feel that there is no way around the objection. For example if the objection for the warrantee you can ask �So if I were able to get you a longer warrantee, would that be enough for you to make a decision?�6.The objection should be solved in such a way as to resolve the whole issue for once and all. You can pull out all the stops here. If you have testimonial letters or competitive comparison charts or special offer then, this is the time to bring them out. 7.Remember, now is the time to demonstrate the value of your product, list comparisons and show the benefits. If you cannot clarify the doubts of the client in a way that sets you apart from the other, you will never be able to close this sale. For that matter you will not get the confidence to close any other sale. 8.Ask a closing question or communicate in a speculative way. Ask a question, the answer to which confirms the sale. �If I could do X, Y or Z , would you give me your order ?� is the classic model for a close.9.Narrate similar incidents that took place. It might have happened to you or might be another sales person. People always find comfort in knowing that others have gone through the same fate and if these people are known to your clients, even better. 10.Once all the objections have been resolved successfully, get the order in writing as much as possible. For this you can ask questions like �When do you want it delivered?� or �When is the best day to begin�.Product knowledge, creativity, ingenuity, sales tools, and confidence in yourself, your product, and your company must all some together if you are to overcome sales objections and close the sale. You have to combine technique with honesty and conviction to get the prospect to resolve any lingering doubt or conflict.
(A Poem From The Path: Today)
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10 Ways To Help You Get Rid Of Heartburn
As The New Day Dawns -As the new day dawnsThe mist slowly evaporates.Blending into the morning sun In an intimate fleeting embrace.The blossoming flowers dip and prayOpening to new joy, new life.So this day opens for me.I begin anew.Each breath a new existenceFreshly carved and shaped byMy willingness to share it with You.As the blossom of my heartGently awakens and turns Toward the entrancing gleam ofYour radiating presence,Every goodness awaits me.I am new again.I am healed and refreshed again.I am united with your persistent love againI am glorified and redeemed again.I am Your newborn child.
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