Taking care of your customers

So many are about the one and done sale and forget repeat business is vital to your success. So many times I have ordered from different reps from one company because once I ordered I never heard from them again. I also got empty promises and gave up.

When a customer first orders they are looking for a relationship. They are looking for someone to ask questions of, someone knowledgeable, someone who cares. Their first experience is a powerful experience. Make it count.

When you customer orders, send them a thank you note. This can be a simple email but a handwritten note is best. Check back with them when their order arrives. Ensure it is exactly what they wanted, if they have any questions, and even offer a little coupon for their next order. A couple weeks after receiving the order, follow up once again.

If you make an offer, follow through. Don't offer a special deal only to find it will break the bank and you have to take the offer back.

Keep track of what your customer orders. Most times they have a pattern that you can follow. You will learn how fast they need that new lipstick or when ready to buy more candles. You will also find their purchasing pattern reveals all their likes and dislikes. This will allow you to offer a new seasoning, new container, new hairbow.

Take the time to get to know your customer. Doing so on a personal level will give you insight on anniversaries, birthdays, condolences, times of congratulations. These may not be times to make a sale but it shows your customer the extra effort.

When a customer has a problem with an order, product, service, take the time to address the issue. Do not play the blame game. The moment do you, you have lost your customer's trust. Blaming others doesn't solve the problem.

Keep it simple and be smart about it. Your customer will love you for it as they will be a long time customer.

Olivia Vidal
© 2009-2010

Make that connection

If you are a consultant for a direct sales company, you are selling live and direct with your customer one on one. Direct sales is successful when the customer has a connection with the consultant, company, and the products. Online network marketing can and does work but not without dedication and time. In direct sales to be successful you need to be off the computer and in front of customers more than online.

Before you jump up and yell "I can't. I have kids" you can do this with kids. We are not talking just home parties here. We are talking about customer relationships. This happens every day, all day.

Direct sales is the marketing and product sales, direct to customers away from a retail location such as a store. Sales typically take place through a party plan, one on one demonstrations, and other arrangements. A text book definition is: "The direct personal presentation, demonstration, and sale of products and services to consumers, usually in their homes or at their jobs."

A party plan is home or online parties with a hostess earning rewards. You make sales during these home parties to your hostesses guests. You also gain leads during these parties for future parties, recruiting, and future sales.

During these interactions you will need to make that connection. Nobody wants to buy from someone they do not like. Your connection may be your children. Leads come from everywhere including your child's sports teams, club meetings, and friends. These are people you deal with all the time and enjoy the company of.

Don't just sell. Find that connection. They are lurking where you never realized. Open your eyes and look around. Your connection is just around the corner.

Olivia Vidal
© 2009
http://sochicbagboutique.com/

Are you missing that sale?

Every situation offers an opportunity. With every opportunity is a potential sale or recruit. Ask yourself, are you closing the deal or allowing it to pass by?

No matter whether you are approaching the opportunity or the opportunity has approached you, you still need to close the deal. Very few times will the deal close itself. You cannot count on this. So the question remains, do you close the deal or do you allow it to pass by?

Before you talk about the close, lets touch on why you sell. Do you want to sell or do you need to sell? You may often find yourself hoping and sometimes even begging for the opportunity to show what you can offer and maybe make a sale. You may be thinking and focusing on how you really need this sale and hope you get it this time! After all you have a family to take care of and bills to pay. Do you stop and think that it is possible your customer may be able to pick up on this? You bet they can pick up on it. Salespeople often present themselves as if they need to make the sale. Instead, its much more effective to have the mindset of wanting to make the sale simply because it is going to benefit the customer’s life and business. This means not making selling about YOU and about how much you can assist the customer with what you have to offer. This also means stay away from the sympathy sale. Don't discuss how your lights are about to be turned off and you need to make a certain amount.This gives you zero value, red flags go up on whether this is a scam or not, and will quickly shift into defense about why they do not want to buy. Stay away from desperate, and show you are successful and sincere. As they say you catch more flies with honey than you do with vinegar.

Fear of rejection is the primary reason why salespeople do not ask for the order. The worst a customer can say is no. That no doesn't have to be forever. It can mean no not right now. Down the road when they need it, it will become a yes.

Lets talk about the close. We have been trained to push the features and the benefits in hopes this will sell itself. It doesn't. It ends up as a long boring ad that loses the potential customers attention. It does not lead to a sale close. This does not mean don't discuss features and benefits. You touch on these quickly. Example "the aloe will make your skin smooth relieving you of the dry skin you have been suffering". This is a feature and a benefit. This is not a close and you do not need 30 minutes of features and benefits. Some may buy but don't be blinded by the instant success. Most times they already expect to buy and do. This usually happens almost immediate.

When closing a sale the assumptive close is the best. This is the most common close when it comes to sales. This one is assuming your customer has made a decision. You go in confident they love what you have to offer and you close the sales conversation with "What color do you like?" or "Did you want 1 or 2?". Can you see where I am going? You are moving the sale along to close the deal. You are not allowing them time to think of why they don't want it or why they need it. It does not mean you have to be pushy. If they tell you not today. You follow with "that's OK let me leave you with this catalog to look over our line and a business card to call me with any questions." You may even want to open the catalog to the produce they are looking at and remind them of any sales. DO NOT end here. You WILL be following up in a couple days.

Some prefer a demonstration close by showing a specific product and how it is used. To me this is not a separate type of close from others. It should be all inclusive when offering any product for sale. This should be your lead into your chosen close.

You can go with the alternative close which is sometimes referred by some as the alternative choice close. How this works is similar to the assumptive close but you are giving the customer limited choices. This would go something like "did you want the vanilla or the lavender scent?" or "we have 3 colors - blue, yellow, red. What color did you prefer?"

Another favorite is the diary, calendar, future close. This is again assuming the deal is done but its a future close. You close today's discussion with "are you free Friday at 1pm" or "what day next week would you like to meet?"

You can try what I like as the up down close. You offer a customer the product with the higher price first, then move down to the lower priced item. This will look something like "our porcelain tea pot is a steal at $45. Let me show you our popular rose tea pot for only $30. Which can I get for you today, the porcelain or rose tea pot?" They will see it as a good deal and choose that item. Choose carefully but this is an effective close.

Have you ever had a vacuum salesperson come over or another type of salesperson come to your house for a free demonstration? You have probably been pressured with it is now or never, maybe been forced into feeling embarrassed, told how other neighbors have it so they use the peer pressure close, or compliment you to death. These are all closes they are taught to get you to buy. Some of these tactics work fantastic. You may not think so but that is why they use them. They work. These may not work for you so find your closing that gives you a good close rate. I like to shoot for 25%. That may not seem like a lot but that is 1 in every 4 people you come in contact will buy and half will become repeat customers.

Watch a customer's face and body language. If they are engaged in what you are saying, you need to move towards a close. If they appear bored, leaned back, arms crossed, they are not interested. You either need to change directions to get them interested or close with a future close and let them think on it.

Never attempt to close when they seem anger or negative in any way. Most times this can lead to an argument. Never argue with a customer. They may not be angry with you. Maybe they have a defiant child and just want to get through it so they can go about their business. Again close with a future close.

Make the sale easy. Fill out order forms, applications, offer delivery, help them make a secure payment. Take the reigns and let them enjoy the pampering of an easy sale. The easier the sale, the more they will buy. This is not the close. This is moving the close along taking the task off your customers shoulders.

When a customer chooses an item, up sale. If they purchase a candle, they need a candle holder. They order face wash, they need moisturizer. A purse purchase means they need a handbag caddy or keychain. There is always something to up sale. This is not pressure. You are simply offering them items they never thought of.

Sell to their needs and wants. Do not sell to them for your needs a wants. Never sell based on price. Some find this as an up sell which can be true. I find that selling to their needs rather than price will seal the deal easier than if they are spending smart. You can use the tactic of

Do not over close. This will only talk the customer out of the sale rather into one. If they feel the pressure is on, they just want out.

No matter how you close, this is not a one and done sale. This is the beginning of a long lasting customer relationship. You will need to close every sale even if the customer has been buying for years.

If you want the sale, go get it. Don't wait for it to come to you. This does not matter if the sale is online or off. Go for the close and get the sale.

Olivia Vidal
© 2009
http://sochicbagboutique.com

Building Customer Relationships

This is often suggested but rarely discussed. The importance of customer relationships is simple, loyalty. A customer you have built a relationship with is a repeat customer. A repeat customer is a loyal customer. You have built trust and know your customers needs and wants. This is why a customer becomes loyal.

Often the question arises, how do I build a relationship?

When you develop a relationship with customers, they return for more business. They also refer others to you as based on that relationship. Although it is not difficult to build relationships with customers, many consultants/owners don't know how to do this.

This is easy. This is your friend. Get to know this person. Just because this is your client does not mean you can't get to know them. Getting to know them gives you an edge when fulfilling their needs with your product.

Like with any customer always always always follow up. After initial contact follow up with your customer 3-5 days later. No more than this. This is a simple offering to answer any questions, assist with ordering, or anything else a customer may need. When a customer orders allow time for the product to arrive and follow up to see how they like an item. Address any questions, concerns, problems, further orders, and so forth.

Ways to build customer relationship:

• Take note of birthdays, anniversary, special occasions. Send a card or call to recognize the special day
• Send holiday cards to customers just like you would family and friends. Make it personal and hand write a special note inside.
  
• Send samples of new products. Include how to buy and follow up a couple days after they receive it for any questions or assistance in ordering.
  
• Send thank you gifts for referrals. Some prefer special discounts but I have personally found small gifts from the company prove to have a larger impact. This is up to you and how you conduct business. The more your customer feels special, the more loyal they are.
  
• Keep a database of products ordered by your customer. Note favorites and dislikes. You will be able to tailor communications with this information. Remind your customer when it is close to time to buy again. This is especially helpful in the beauty field.
• Pass on sales of favorite products You know what they like so make sure they are getting the best deals on that product.
  
• Offer your own exclusive sale. Just because a company is not offering a sale or special promotion does not mean you can't do one yourself. You may represent another company but this is your business. Treat it as such.
  
• Deliver orders personally whenever possible. This gets you one on one time with your customer. Take with you a new product.
• Offer a gift registry even if your company does not offer one. This is great for something as simple as a birthday. You can type it up in a special way and mail to gift givers.
  
• Offer exclusive packages for events such as weddings. You build a custom package you are not only satisfying a need but you are showing you care enough about the business they bring to offer something exclusive.
  

Note what a customer purchases for later reference. Keep a database of everything a customer buys. This will eventually give you the idea of what your customer likes due to the pattern in which they buy. You will find like and dislikes as well as purchasing style. If your customer is purchasing renewable items such as beauty products or home scents make note how long your customer takes to use a product. If it seems a customer should be about ready to reorder, send a quick note especially when a sale is currently on.

Your loyal customer should be treated like royalty. Offer samples, deliver product personally whenever possible, take orders in person taking with you samples of new products. You are the store so bring that store to the customer.

Customer service is number one. You never burn a customer. Be honest. Communicate. Take care of that customer 150%. Deliver orders whenever possible. Take orders in person whenever possible. Offer special discounts even if you are a consultant and your company does not offer one. Give a special thank you gift when your customer refers another customer. The simple personal care you give a customer will make them want to keep doing business with you.

Just watch the sales push overkill. If every conversation you have is nothing but trying to sell, it can turn off potential customers. The reason is because they fear you want nothing more than to sell them a product. Ever walk through the mall with salespeople surrounding kiosks trying to push sales? You avoid them like the plague correct? Don't become the salesperson you can't shake. This will certainly not build a relationship and will most certainly become a word of mouth ad you do not want to be part of.

Love what you do. If you are truly passionate about what you do, customers will be captivated by your passion. Statistics show that customers buy from those who show they believe in the products they sell, use the products/services they offer, and show passion for the companies they work for. Be honest, open and listen to your customer's needs. This will result in consistent sales growth and an excellent reputation making you one of the top performers in your field.

Truly care about your customers. Remember that no matter how good you are, faking it simply won't work and customers see right through it. Ask questions, take notes, engaged in their answers. When you take an interest in people, they remember you. When people remember you, it's good for business and your customers.

Give yourself value. Share your network of contacts with your customers. Don't expect them to give you their business without you giving them something first. This does not mean give away free product hoping they will buy more. People need solutions. Answers to their needs. Instead, give away something that makes you valuable such as a referral to a partner of yours, a solution to a business problem that you read about or heard from someone else, or even help finding a new dentist or mechanic. This makes you a valuable source and make others look to you for their needs including what your product or service will fulfill.

Always make eye contact. It shows we are still interested in their well being. Very few sales people ever look their prospects directly in the eye. By simply smiling and making eye contact, you'll be surprised how much you will set yourself apart from everyone else. Not making eye contact makes them feel less important, makes you look less confident, and offers an intimidating situation.

Use a customers name. Introduce yourself. This will give your customer the chance to introduce themselves or allow you to ask if they prefer to be called "Mrs Jones" or if "Jane" is OK. Just be aware of how they wish to be greeted. Be careful not to over use their name. You do not want to say their name after every sentence. One it will make it sound like a sale pitch and 2 it can make them feel uncomfortable. Repeat their name after they give it to you, once or twice during the conversation such as "Jane I think you will like these so I am going to give you a couple samples to try." Then at departure when you say good bye. Keep it a simple "it was great talking with you Jane. I will be in touch soon."

Listen to what your customers say. Nothing turns a customer off faster than a customer feeling they are not being listened to. Customers have a need or a problem and want you to satisfy that need or offer a solution to that problem. If you only want to sell something they don't need, they will not buy and will not call on you again.

Keep in contact with your customer. Giving a catalog, business card, sample, or making the sale is not the end to your contact with a customer. The one crucial piece to building a relationship with your customer is to stay in contact with them. Far too often a business will let a customer walk out the door without getting some sort of contact information. Don't force a customer but whenever possible get contact information. A newsletter from your business sent by mail is a good way to not only get contact information but to stay in touch. No matter your choice of communication keep in contact. Make a personal call once in awhile, send greeting cards, send something special for their birthday such as a free gift or special discount.

The ability to building a successful relationship with your customers is crucial to building your business. As a business owner (even consultants are business owners) you should not be looking for the done in one sale. You want to bring them back for more, repeatedly. A repeat customer is a loyal customer. The simple fact is it is always easier to keep a loyal customer than it is to replace them.

The idea seems difficult but you will find it is very easy. It goes back to the old saying do unto others as you wish done unto you. Don't do anything you do not appreciate receiving yourself and do what you would like on the receiving end. The better you treat your customer, the better the relationship.

A customer relationship doesn't stop the moment they make and receive their purchase or leave your store. It continues indefinitely.

Success in your business depends directly on your ability to make yourself likable, trustworthy, knowledgeable, and reliable. Create a positive experience for your customer and the rest will follow.

Olivia Vidal
© 2009
http://sochicbagboutique.com