If you and your employees aren’t trained in effective ways to upsell, chances are you’re either offending customers by being too pushy, or leaving money on the table they would have willingly spent with you. Either option is costly.
We close out this series on the four basic customer types by focusing on our main goal, which is that of creating the simple-minded customer. Every customer that you sell has the potential to eventually become one of these. What is a simple-minded customer, you ask?
Last time, I shared with you three keys to successfully sell a ‘demanding’ customer. Now, we move on to selling the ‘analytical’ customer. In order to successfully sell these clients, you must bring your A-game to the table.
Last time, I shared with you the four basic customer types. Every client with whom you interact falls into one of these four categories. Understanding who these customer types are allows you to meet their needs and give them the ultimate jewellery-buying experience they desire. Once you are able to do this, a bond of trust is built that allows these clients to become the foundation of your most loyal customer base. This can eventually lead you to lasting success filled with greatness.
Over the years, we have been trained to understand the four basic personality types. Some use animals such as lions, monkeys, giraffes, and turtles to describe them. Others use words like, ‘dominant,’ ‘expressive,’ ‘amiable,’ and ‘analytical.’ This concept is very effective in understanding your customer and teaching you how to meet their needs.
If you manage a small- to medium-size business, chances are you encounter pricing pressures from some version of a large discounter. These competitors may have more money to spend to attract new customers, more buying power to undercut your prices, and more resources to outlast you in a price war. If they’re from overseas, they may also have cheaper labour.
Today, I want to share some fresh insight into the art of closing a sale. For starters, I have one very important question to ask. Have you ever really thought deeply about the concept of closing a sale? I am not talking about the usual tactics you hear about year in and year out. Instead, I am asking if you have ever taken the time to really explore the art of closing.
When I speak at conferences about customer service strategies, I often hear managers discuss how hard it is to recruit and retain good frontline employees. Too many managers mistakenly assume the only way to keep people is to bite the bullet and pay more in salaries, benefits, and perks.
When it comes to dealing with dissatisfied customers, most business owners and managers believe that money back guarantees and/or exchange policies will fix the problem. Lousy strategy. Money back guarantees and exchanges may fix the problem, but they do nothing to fix the relationship. Policies don’t fix relationships—people do.
