Selling. Nick Constable
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Название: Selling
Автор: Nick Constable
Издательство: HarperCollins
Жанр: Зарубежная деловая литература
isbn: 9780007358939
isbn:
It’s amazing how many people think that selling is just about the product and its price. Offer something with a fancy new feature at an attractive price and it will sell itself. But that’s just marketing, not selling. Value is the most important concept in selling.
Let’s consider some of the aspects of value in a business context:
Needs. We can define Needs as being those drivers of positive change that will deliver the most value to the customer, because these are things the customer must have in order to achieve the improvement they seek. If we can understand how much the customer needs that improvement, we can work out the true value of helping them achieve it.
Wants. Some drivers of positive change will be ‘nice to have’ but not completely necessary for the customer to achieve the improvement they seek. We can call these things Wants. The customer will attach less value to these things. Make sure you are not selling to Wants alone.
“The wheel that squeaks the loudest is the one that gets the grease.”
Josh Billings, American humourist
one minute wonder If you’re having difficulty trying to work out what’s going to be valuable to your target customer, focus on your customer’s customer. Find out what your customer needs or wants to improve in order to deliver value to its own customers. This will give you some clues about what change might represent value to them.
Creating value. As we’ll see later, our job as salespeople is to uncover Needs and Wants, and then to understand how important satisfying them will be. Great salespeople know how to connect what they are selling to the impact, or value, it will create.
Problems, pain and opportunity. It’s highly likely that a positive change is needed or wanted because the customer currently has some kind of problem or difficulty. It’s helpful to think about these problems as business ‘pain’ from which the customer seeks some relief. Depending on how painful the problems are, the value of solving them will increase, and our opportunity to provide a solution will develop.
Three types of value. There are three basic types of value: Financial value is defined in money terms, Personal value relates to the buyer’s own personal agenda or interests, and Business value relates to more general or strategic business aims, not necessarily quantifiable in money terms.
The customer needs to see that the value of your product or service outweighs its price.
Making a sale can be a long and complex process, involving many different activities. Each of these activities belongs to a phase or stage in the ‘selling cycle’, and it’s important to keep track of what stage you are at with each customer.
Although they might not take weeks or even hours, but just minutes, even short, quick sales will still follow this cycle.
1 Suspects. These are brand new leads or opportunities which you have identified but not yet contacted. You suspect they may fit your profile of a potential customer.
2 Prospects. These are potential customers with which you have made contact, perhaps by telephone, and established a basis for further discussion, because there is a Need or Want. By this stage, you have discovered a problem that you can help them with.
3 Opportunities. At this stage you will be working with the customer to uncover the value to them of solving their problems. You will be building your relationship and finding out more about their Needs and Wants.
one minute wonder Don’t imagine that just because a potential customer calls you and asks you how much your product or service costs, that you are already miraculously at the Negotiating stage! Often, this is just an expression of mild interest and means you are really only at the Suspect stage with them.
4 Proposing. You will have reached the stage with these customers at which you have enough information and a good enough relationship to be able to put forward your proposal: this is the part of the process where you have the chance to tell the customer about your product and why it’s the right choice for them.
5 Negotiating. Only when the customer has accepted in principle the proposal you have made will they begin to want to agree the terms on which they may buy. This is the Negotiating stage.
6 Closing. Closing is the stage of the Selling Cycle at which you seek firm commitment from the customer to buy.
After Closing, the work hasn’t finished, because you will need to think about how you can repeat the cycle and find more business with your customer. That second and third sale ought to become easier too, because the customer now knows what you can do for them!
Use the Selling Cycle to identify your progress with potential customers.
One of my first ever customers told me that he had never bought anything from someone he didn’t like. I have seen the truth in this many times over. You need to build a customer’s trust and respect.
The way you treat your customer will tell them whether you’re someone they want to do business with. Here are five important things to consider throughout the selling process:
We buy from people we like. You sometimes have to make an effort to get onto the same wavelength as your customer and try to create some rapport. It doesn’t mean caving in to their every demand, but developing your ability to be sensitive to their personality.
case study Recently, I was discussing sales training with a sales manager at a large software company. I told her honestly that sending all her people on a training course might not be the best way of improving sales results. In fact, I went further, and told her I did not think training courses on their own always worked. It’s the opposite of what she expected me to say, but I had started to build her trust in me with a bit of honesty. Of course, this had the benefit of allowing me to explain why several different training approaches, including coaching, might work better for her team.
“When dealing with people, remember you are not dealing with creatures of logic, but creatures of emotion”
Dale Carnegie, author of ‘How to Win Friends and Influence People’
Take an interest. The quickest way to build rapport is to stop talking about yourself, and start showing some genuine interest in the other person’s work, problems and personal interests. This is sometimes called ‘empathy’.
Do something surprising. Find something to say or do that will break through the natural cynicism they may have for salespeople, and show them you are different.
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