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Sales calls, why what you say , can be a turnoff for your client

 

There have probably been many customer calls where you think that you have clinched the sale, only for it to end abruptly and you have no idea why.  It’s easy to blame the customer in this instance but there are several reasons why it could be YOU that is putting them off.  There are some standard do’s and don’ts when it comes to sales calls:

 

Name Calling

Not intentionally being rude, but mispronouncing someone’s name AFTER they have corrected you, calling them Mrs instead of Miss, forgetting their forename midway through a call, there are all guaranteed to make your customer want to end the call ASAP. Take care and pay attention to these details BEFORE you pick up the phone.

 

Faking it

Trying to force a conversation is deadly! You will come across as insincere and “fake” and that signals distrust. Relax your tone, and use language that you are comfortable with and that your customer can relate to. A natural flair for conversation is a huge advantage with a sales person, but you can become better at it over time.

 

Switching Off

It sounds obvious but actually listening to what your customer is saying is vital. Each customer needs to know that they are important and quite frankly, if you aren’t listening to them, why should they do business with you?

 

Asking closed questions

When you ask “ Why did you..” or “ Why where you” type of question , you are instantly putting your customer in an awkward position. There may not be a wrong answer, but they will feel that there is and will either close the conversation off, or will become defensive. Letting a conversation flow naturally and asking better questions will go a long way!

 

Learn to listen ,respect and help your customer and your sales targets will become easier!

There has been a lot of news coverage about the possibility of Britain leaving the EU. It’s a hugely complex subject which has certainly brought out a lot of passion on both sides, but which has caused frustration and confusion for anyone looking for certainties and facts. We’ve put together a summary of how the possibility of a Brexit is affecting the financial markets.

Brexit

The asset finance publication Leasing Life is reporting pretty much a 50/50 split in the question of staying or leaving amongst UK brokers in the bridging, development finance, asset finance and mortgage markets. 21% believe that leaving the EU will have a positive effect on business, and 31% think it will have a negative effect. The rest think that it doesn’t matter which way the vote goes, there’ll be no effect at all.

The Financial Times reported that retail trading platforms are asking for higher cash balances for transacting in Sterling and UK shares in an effort to protect themselves and their customers from potential market shifts ahead of the EU referendum.

Investors are also divided on the subject. The Investors Chronicle asked some of the UK’s top 100 managers for their views and got an interesting range of replies. Many agreed that a Brexit would weaken Sterling with a subsequent increase in mergers and acquisitions, a fall in share prices, slower growth, less investment, a possible recession. Thinking about a remain vote, many are predicting a short-term spike in Sterling followed by a drop caused by less confidence in the government, a bounce in shares, a rise in inflation, and certain sectors such as UK financials could outperform. Everyone, however, agreed that the referendum has caused a lot of uncertainty and confusion.

Such is the uncertainty about the vote, a number of the global banks will have their traders working overnight on 23 June to be able to monitor the markets and handle client trades.

All we can do now is hope that 24 June brings with it certainty and positivity. Meanwhile if you are thinking of a change closer to home (we mean a career change) call us on 01279 713900 or visit our website for more information and advice.

banner-image-employers-10001How can you maximise the products and the talent within your leasing company? Read our first guest blog from Mike Ramsay, Director of Persona Sales Training. The last 3 years have presented opportunity for change in the leasing and finance industry. The products are more in demand than ever before but the potential payback can only be fully realised if our delivery system is perfectly designed.

The tired old benefits of leasing can and will continue to suffice for partnerships that consider below 25% lease penetration, with marginal reactive growth, a success

Let me pose a question “How many companies would invest in and introduce new CRM software without fully and comprehensively training their staff to use it?”

Surely it would be crazy not to maximise the return on investment! Indeed, how much money and time [in £ 000’s] will a company invest in customer service back office systems and methods in total? Consider the ££££’s invested in total in leasing and back office software and technology over the last 10 years?

We understand that the critical benefits of these investments of time and money would only have been realised once all the staff understood totally how, why and when to use the main elements of the system!

Let’s compare this with the time and money typically invested in the Sales Aid or Vendor partnership in their CFRM [Customer Facing Relationship Management] operation?

Many ‘front end’ staff get very little training in how to maximise the REAL benefits of leasing for and with prospects and customers. But never mind, they know how to complete a leasing document accurately and how to enter and save details on the software! After all, they have completed a test of their knowledge and been repetitively trained to be effective day to day.

Maybe I am being slightly cynical and maybe this doesn’t truly reflect some partnerships but in my experience in the last few years it IS typical of many.

It is time to empower and excite some of your partnerships with the NEW sales benefits of leasing. When these are successfully installed with the sales teams all the OLD benefits of leasing will follow!

The coaching and training to make the system work efficiently has to be just as comprehensive with the only people who MEET the customers! Sales and customer service teams!

And what benefits will they [and subsequently all] gain? Salespeople are motivated by a limited number of ideals; recognition, money, success and security [for some].

The NEW benefits of leasing to salespeople are only accessible with thorough and complete sales coaching and training. There is no point holding up a bunch of pound notes as an incentive when we are only showing them how we calculate that incentive!

Sales people can achieve the following benefits to varying degrees when they are shown and coached in how to use rental selling skills practically in this downturn economy:

  • How to prospect more effectively using rental perspectives [and stop wasting time!]
  • How to be more effective at cost justification and creating strong business cases
  • How to be more effective selling price differences against other suppliers
  • How to prevent more sales from going to ‘No Decision’ than are ever lost to other suppliers
  • How to be more effective at selling with and through key influencers as well as decision makers
  • How to continually increase profit and average order sales values [working smarter not harder]
  • How to be more effective at selling services and consumables [the lifeblood to many partners]
  • How to Pre-handle, manage and prevent PRICE OBJECTIONS!
  • How to be more effective at selling all solutions with any form of finance [Lease, rent, HP etc.]

Salespeople will not risk their own integrity. They will only use skills and techniques that they are confident and competent to use. This takes time, repetition and experiences. Invest in the only real connection with the customers!

These benefits of using leasing effectively will result in sales success with the result of a more stable and successful sales team, an increase in lease penetration, winning of additional sales for the vendor partner and an increase in profit.

These skills and techniques can be integrated with and support all existing sales processes with equally positive effect.

The benefits of leasing for the Vendor – cash flow, reduced debtor days etc. will logically follow this customer facing investment. The benefits to the Lessor will be huge.

 

 

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    • Our sister company is Persona Sales Training – a specialist training company in leasing and vendor finance.

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