In some countries where the culture of communication is not developed and there are no generally accepted norms of behavior, when you come to a store or a company selling any services, you can hear "What do you want, dear" or "What did you come for?", etc. Of course, in our country there are such unique sales people, but still, it is rare. It is important to establish contact with the client before you start to find out his needs with such phrases. This is a very easy and understandable stage of selling a product. But at the same time, it is necessary and has its own characteristics.
An example would be an outgoing call. When making a call, it is very important to say the right greeting, otherwise the potential client will at best just hang up. And if sales are made in a store, then when greeting, you just need to greet the person, and not try to immediately impose something on him.
The dialogue for establishing dentist database contact can be absolutely different. Everything depends on the specific manager, the potential client, his age, the weather, etc. Below are visual working examples of establishing contact:
When you receive an incoming phone call: "Good afternoon. Solnyshko Company. My name is Alexey. I'm listening to you . "
At a personal meeting in the sales area: "Hello. My name is Alexey. If you have any questions, please contact me . "
When meeting at the client's premises: "Hello. My name is Alexey. Solnyshko Company. If we met with you, it means that you have become interested in our offer. Do I understand the situation correctly?"
This dialogue is only the beginning of establishing contact at this stage of sales. Further along the entire process, only rapprochement with the potential buyer should occur.
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Step 2. Defining needs
At this stage, we should return to the phrase "What do you want, dear?" and adapt it to today's realities. At this point, we need to find out the client's needs, but since a little time has passed since the contact was established, the potential buyer is not very talkative yet. It may also be that he cannot specifically describe his wishes, so the manager should unobtrusively get the buyer talking with clarifying questions.
Why is this stage important for a sales manager? A correctly defined and understood customer need eliminates the occurrence of problems at further stages of sales.
To get the client talking, you should use the following phrase: “Alexey Viktorovich, to find the best option for you, I need to ask clarifying questions. Do you mind?” The more answers the salesperson gets, the more complete the picture of the person’s needs is. An experienced manager will never make one or two clarifications. To get a complete picture, it is recommended to ask at least a series of four questions. For example:
For what purpose do you choose this?
What is your priority when choosing?
Are there any wishes regarding color, size or shape?
Why are you interested in this particular model from the entire range?
In various situations that arise during sales, questions can be both open and closed. Some believe that only the former should be voiced to clients. But this is not always the case. For example, during a personal conversation in a sales area, it is better to start the conversation with closed questions, the answer to which will be a monosyllabic yes or no. This is necessary so that the client is tuned to an open conversation and sees not your desire to foist off the product at any cost, but simple help.
In order for this stage of sales to identify needs to look natural, the manager, after some questions, should express his opinion about the client’s reaction, and make a mini-presentation about a particular product model.