What separates a successful sales person from an unsuccessful one are certain essential behaviours and skills that the successful ones have and the unsuccessful ones don't. These are:
1. Ability to appeal to customer's all five senses
2. Ability to structure relevant probing questions to uncover customer needs
3. Ability to probe without sounding unnecessarily interrogative or forceful
4. Listen actively to understand rather than react, defend or justify
5. Listen without preconceived notions or biases
6. Genuinely empathise with customer's concerns and problems
7. Engage in dialogues & conversations not monologues
8. Pitch solutions not 'products or services'
9. Talk benefits not just features or advantages
10. Handle doubts and objections openly, assertively, with intention to resolve
11. Proactively encourage customers to express doubts and objections.
12. Create moments of magic for customers not moments of misery
13. Negotiate with customers for win : win outcome
14. Never push customers to buy
15. Prefer to develop relationships not transactional interactions
16. Never commit what they can't deliver
17. Always deliver what they commit
18. Change communication style to mirror customer’s
19. See rejection as an opportunity not problem
20. Regularly update their own knowledge & skills
How do you measure up to all of the above?
Consultative Selling Workshops for Reliance Nippon Life Asset Management (Delhi, Mumbai, Kolkatta).
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