The Key to Winning: Elevating Sales Through Service
“When you hear the word 'sales,' what comes to your mind? For many of us, it could be the image of someone pushy, aggressive, or a fear of being taken advantage of. In the world of sales and business development, where sometimes being 'transactional' can overshadow human connection and trust. Making it a habit to integrate gratitude and service is not just a choice but a transformative approach that clients, customers, and prospects appreciate today, more than ever. Sales, at its core, is a form of service to others. I have always thought (after spendng 20+ years of frontline selling) that sales is 90% service and 10% tactics. The key to creating a lasting relationship lies in the art of giving – giving our time, talent, and treasures to enrich the lives of our clients.
To excel in the service-oriented focus of sales...consider these tips:
Ways to Create a World-Class Experience for Your Clients:
Active Listening: I treat sales appointments like interviews - I should be listenting and talking 50% of the time, and the prosepect or customr should be listening and talking 50% of the time. The exception is a formal presentation! Make time for Q and A at the end. Accept constructive feedback, and be professional.
Customized Solutions: No two clients are the same. One size does not fit all. Tailor your products, services, and programs, to meet the specific needs of each client. This personalized approach demonstrates you have done the right 'discovery' to recommend the right solution.
Timely and Transparent Communication: Keep your commitments...this is everything from phone calls to folowing up on issues. Follow up and follow through on your promises. When you have a roadblock, let your clients and customers know quickly. Transparency builds trust.
Anticipate Needs: Keep up with the industry trends and what your compeition is offring. Go beyond meeting expectations by anticipating your client's future needs. Offering solutions before they even ask shows your proactiveness and dedication to their success.
Educate and Add Value: Be a trusted advisor. Position yourself as a valuable resource by providing insights and education related to your industry. This not only establishes your expertise but also adds an extra layer of service that goes beyond the transaction.
Surprise and Delight: Everyone loves a surprise! Small gestures can have a big impact. I send birthday cards to my clients. These surprises create a positive emotional connection and leave a lasting impression.
Seek Feedback and Learn: Feedback is a gift. When I used to be in sales, and later in my career as a Sales Trainer, I would ask my Sales Director or peers for feedback after a sales appointment: what went well, what could be different, and whats next? Give positive feedback and offer constructive ideas.
What to Avoid: Top Sales Mistakes That Turn Customers Off
Overemphasis on the Sale, Not the Relationship: When the primary focus is on "closing deals" rather than building a genuine relationship, customers can feel like mere transactions. Accept that not everyone is a fit for your products or services. I have had 'no' turn into 'yes' years later, simply by being professional and positive - and following up!
Lack of Genuine Interest: Customers can quickly sense when a salesperson is not genuinely interested in their needs. Demonstrate curiosity about their challenges and goals. This builds trust and strengthens the connection.
Poor Communication Skills: Pick up the phone, be clear and concise during tough times. Listen and be empahetic -most often angry customers simply want to be heard. Miscommunication or unclear messaging can create confusion and frustration.
Ignoring Customer Feedback: Listen and be open to feedback. Ignoring or dismissing customer feedback is a surefire way to lose their trust.
Lack of Follow-Up: Failing to follow up after initial interactions can signal a lack of commitment or interest.
Pushy or Aggressive Tactics: Pressuring customers into a sale can create discomfort and erode trust. Instead, guide them through the decision-making process with informative and helpful content, allowing them to make informed choices at their own pace.
Failure to Understand the Client's Business: A one-size-fits-all approach rarely works in sales. Failing to understand the intricacies of a client's 'current state,' business and industry can lead to misaligned solutions.
Forgetting to Build Value: Customers are not just purchasing a product or service; they are investing in value. Focusing solely on features without highlighting the value and benefits can make your offerings appear generic and unremarkable.
By steering clear of these common pitfalls, we can create customers for life. We can also build positive relationships, and exceed customer expectations by focusing on service, vs. making a sale. Make it a must to and a habit to create an environment where clients not only make a purchase but become your business partners.
Curious? Would you like more information?
My ⭐️ Northstar: My keywords are 'sales,' 'speaking,' and 'confidence.' I create breakthroughs in sales and confidence for high performing leaders and teams to manifest and monetize their magic. Sales and success is 90% mindset, and 10% tactics. The best investment you will ever make is in...YOURSELF. This is my commitment to you, my clients, and all who attend my events!
