Find out the age, location, gender, educational background, financial status of your potential customers.
Look for common characteristics among them.
Find out what features of your product made people buy it.
Use customer feedback to get information.
Identify customer needs by carrying out Needs Analysis.
Use these ways to know customer needs:
Ask for feedback.
Analyse product sales to know which product sells more and why.
Study your market and competition.
An important role of sales representatives is to persuade customers.
They can do that by -
listening actively and using open questions to understand customer needs,
and adopting positive body language during communications with customers.
Sometimes more than the value of the product, the skill of the sales representative can make or break a sale.
Handle objections by customers smartly by:
Listening to the customer and understanding the objection.
Clarifying the objection and highlighting the good features of the product.
Showing willingness to answer more objections.
The four factors that impact how a sales representative is seen by customers are:
Attitude - is the person happy to serve?
Personal appearance - is the person clean, well-groomed and dressed for the job?
Product knowledge - does he have all relevant knowledge of the products?
Enthusiasm - is the person enthusiastic about serving you?
Refusing a discount to a customer directly is a complete no-no,
but there are times when refusing them is the only choice.
In such situations, use any of these three approaches:
Write it down clearly that the prices are non-negotiable and make it visible to customers.
Tell the customer that giving a discount is not in your power ("I'm really sorry, but I'm not allowed to do that.")
Show alternatives to customer by offering other products.
Sales representatives at a call centres should use their voice, listening skills and telephone etiquettes to impress customers.
Voice - Check the tone, pitch, volume and speed of your speech.
Listening skills - Listen carefully without interrupting.
Telephone etiquette – Pick the phone on three rings,
excuse yourself before keeping the customer on hold,
inform the customer if you need to forward the call, and
disconnect the call after the customer has put down the phone.
Predictability and Reciprocation are sales tools that help to serve customers better.
Predictability involves knowing what a customer expects.
A customer going to a fancy restaurant expects excellent service, fine food,
nice crockery, cleanliness, and a visually pleasing ambiance.
Reciprocation is the extra effort a business makes to connect with and please its customers.
For e.g. a company offering kids a free toy on their birthday.
Build a positive brand image by offering customers:
Consistency - Repeated excellent service.
Reciprocity - Going the extra mile to please customers.
Social validation - What other customers are saying about your products and which products they are buying the most.
Likability - Customers buy from people they like.
Authority - People follow authority without questioning.
Scarcity - If something won't be available later, people buy it now.
When providing sales service in written, make sure that these basic elements are present:
Good structure with a beginning, middle and end.
Clarity in writing.
Perfect grammar and spellings.
Illustrations can also be used for making the content attractive and easy to understand.