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speakup

With the start of the busy summer tourism season right around the corner, how are you preparing your staff to sell to your prospects? Many salespeople and customer service folks ask me why prospects almost instantly refuse their generous offer to help them. The sales person often receives the standard “No thanks, just looking” line from the suddenly cooler prospect.The short answer is when most prospects hear the words “May I help you?” their shields go up in defensive mode. They sense a sales rep is approaching!

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Many prospects will stereotype a sales person as someone who talks more than listens, and whose first objective is to meet his or her own need for a sale with little consideration for them.

Quite often, when the sales rep does ask the prospect a question, not only does the sales rep assume he understands the prospect’s problem, but that he also has the solution. He is all too ready to drop into show-and-tell mode and present that solution- complete with facts, figures, features, and benefits- a solution that may be off the mark.

The sales rep should start off the conversation with a friendly welcome and give the prospect an opportunity to say hello back.

Let the prospect know that it is ok to ask questions and that it would be your pleasure to assist him. Remember, not every prospect is qualified to be a customer. If he does request assistance, or when the sales rep is able to get a conversation going with him, be sure to ask him for permission to ask a few questions to help to fully understand his needs. Don’t assume that you understand the prospect’s needs until you ask enough questions to not only identify the need, but also uncover the origin of the need. Only then can you decide if you can provide the proper solution. Don’t jump to conclusions…the fall may be unpleasant.

Next time; handling stall and objections.

Until then, good selling! ©2008 Sandler Training Inc.

Russ Mallard is the president of Mallard and Associates Ltd., Moncton, NB and is an authorized licensee for SandlerTraining, the global leader in sales and management training. For a free paperback edition of Why Salespeople Fail And What To Do About It, contact Sandler Training at rmallard@sandler.com or call us at 1- 888-854-7611. www.mallardandassociates.sandler.com