Are You Easy To Do Business With?

My question comes from my recent two encounters with sales reps from almost opposite ends of the spectrum.  One that I couldn’t get enough information to make a purchase, to one I finally had to block their phone number to keep from getting their calls. 

So, comes my question of follow up and where is it not enough or too much.  I’ve used this graphic  

many times in regards to follow up, which many sales reps will admit they don’t follow up nearly enough.  But I believe with most prospects if we ask a few questions we can determine when and how often to follow up.

For Example:

• Ensure we have answered all the prospects questions and provided them with all the information they need to make a buying decision. 
• Ask when are they thinking of making a decision/purchase.    
• Ask if there is anything else you can provide to help them with their buying decision.   
• Also ask when would they like for you to follow up with them again. 

These questions give us an idea of when and how to follow up.

An effective way to keep in touch with clients is with email marketing and social media.  Email marketing and social media can be used to provide industry information and helpful hints to the client.  Most prospects and clients appreciate this type of marketing.  What most do not like is the daily bombardment of filling up their inbox with Buy, Buy, Buy – Now!  That type of tactics will have prospects and clients unsubscribing, un-liking, unfollowing, and disgruntled very quickly.  But good email marketing consists of providing helpful information about your industry with a sprinkling of special offers and sales, but the sales and offers should not be the main focus.  For most businesses, sending a monthly newsletter is a good way to remind your clients and prospects that you are there to service them when they are ready.

Here is my list of how to make yourself Easy to do business with:

1. Answer questions and be honest with the prospect
2. Provide the information they need to make a buying decision
3. Ask questions to determine parameters for them making a buying decision
4. Respect their time to do their due diligent
5. Keep in touch with periodic newsletters, social media, etc. with helpful information
6. Follow up depending on #3 and #4
7. Don’t hit and run – A No may mean, no for now or I’m not ready to buy yet.  Refer back to #5
8. Don’t be a pest with phone calls and emails especially if the prospect tells you they aren’t going to make a buying decision for 6 months to a year. 
9. Make sure they have all your contact information.  It’s part of every email signature, newsletter, etc.  Giving or sending a promotional product with your contact info is also a clever way to ensure they have your contact info nearby
10. And lastly – be truthful, reliable, and consistent in all your interactions.

What other advice would you add to this list?  Your comments and feedback are welcomed and appreciated.

Sincerely,

Annette

Painted Lady Enterprises

‘Helping My Clients and Their Business Look Good’

How do you recognize professionalism in someone?

Merriam-Webster defines "professionalism" as " the skill, good judgment, and polite behavior

that is expected from a person who is trained to do a job well."

Not so long ago there were only a few professions that people referred to as 'professionals,' i.e. doctors, attorneys, CPAs, musicians, and certain ball players.  Now almost every profession boasts of being a 'professional.'  So what comes to your mind when you hear the word professional especially as it relates to an individual in the sales field?

Here are 15 traits that I believe demonstrates a persons' professionalism:

1.     Their positive attitude.  Rarely do you see a real professional with a negative attitude. They see the glass as half full instead of half empty.

2.     Their timeliness.  A Professional is early ALL THE TIME.  They demonstrate by their actions how much they value YOUR TIME by being early.

3.     Their commitment.  A Professional is committed to doing the best job possible in their given industry.

4.     Their appearance.  Professionals look the part of their industry.  Would you want your financial advisor running around in a jogging suit? Would you expect your fitness trainer to be wearing a suit?  First impressions are very important.  Sometimes you don’t get a second chance.

5.     They are prepared.  Professionals don’t ‘wing-it.’  They are prepared at all times with their sales presentation and materials.

6.     They focus.  They are focused on the task at hand.  They silence their cell phone and give their undivided attention to the person or the meeting.

7.     Demonstrates a willingness to learn.  A professional is superbly knowledgeable about their product or service, yet is always wanting to learn more.  If they don’t know the answer, they are honest and will say so, but are willing and eager to research in order provide the correct information.

8.     Their reliability.  Professionals do what they say they will do and usually more.  

9.     They follow-up and follow through.  Professionals follow up to ensure their clients and prospects have all they need to feel comfortable with their decisions.  They also keep in touch with prospects for when the time is right to make a decision to move forward.

10.  They are accountable.  They understand their commitments and typically hold themselves to a higher standard than what is expected.

11.  They add value.  A professional usually delivers more than they said they would.  They are ‘Solution Driven’, i.e. they want to help the client find the best solution even if that means not making a sale.

12.  They are trustworthy.  Professionals can be trusted to provide their prospects and clients with industry information, not just information about their particular product/service.  

13.  They are Caring.  Professionals always demonstrate their caring people skills by treating others as "people" rather than "resources."  They listen, they’re empathic, and want to learn more about the person and their needs.

14.  They are not ‘Pushy.’  Professionals understand that it’s more about building the relationship rather than just making the sale.  They do not shame or bully a prospect into buying their product/service.

15.  Gracious.  Professionals are gracious.  They present their products or services, but realize that not every person will become a client.  Also, they do not bash another product/service/company and/or sales individual.

What else would you add to this list?  What other character traits do you look for in a sales person?

Happy Selling,

Annette

Painted Lady Enterprises

"Helping My Clients and Their Business Look Good"

Time to Sell Value, Not Price

The article below is by my very favorite marketing expert, Liz Goodgold. She brings home a very good point about Price vs. Value. Which do you offer your clients?

Everyone in this economy keeps shouting “sale!” or “lowest prices guaranteed.” But, I think they should be talking about value instead.

Let’s take a look at the short-lived Lowe’s commercial. This home improvement retailer thought it was ever so clever by adding a “t” to the end of its brand name - making the word “lowest.” Geez! Here I thought this big box retailer was so much better than its flaming orange competitor by virtue of it's women-friendly layout, selection, and helpful salespeople. Instead, these marketers are trying to become the Wal-Mart of home improvement!

Or, let’s take a look at the latest series of ads from JC Penney. Their entire message is built around “price, value, and style”. These are not unique brand attributes, these are traits every fashionable retailer must have!

And, let’s look at the travesty created by Saks Fifth Avenue. In November of last year, beginning on Black Friday, it panicked and marked down merchandise by as much as 70%. In fact, sale signs were so ubiquitous that it taught its customers to never pay full price again. With 52 Saks Fifth Avenue stores and 51 of its sister discount brand, Off 5th, it’s now impossible to tell the difference!



BUT, who is getting it right? Neiman Marcus. Although it too suffers from the same store sales declines, it appears to be recovering more quickly than its luxury competitors. My current fave promotion? Purchase at least $500 in full price women’s clothing, and get free alterations. See why I love it? It is selling value vs. discount.

HOT LESSON:

So, what’s the lesson here? Never compete on price; it is a long-term losing proposition. Instead, sell value, offer bonuses, or extensions on purchases. Example: Sign up for 12 months of coaching and get 3 additional months free!

The above information is by Liz Goodgold, branding expert, author, and speaker. Sign up for her FREE BRAND FINALE newsletter with valuable information at www.redfirebranding.com. I highly recommend her newsletter. Also, if you are on the west coast, try and make one of her seminars. Very well worth your time and a tremendous Value.

Value is a fact of doing business in this decade. A focus on value should be a high priority during times of economic downward cycles. Economic downturn is no longer the exclusive time to search for value. To be successful, businesses must understand the value they can add to their products and services. Loyal clients tend to stick with those businesses who offer value and don't go running somewhere else just for a better deal.

"In the absence of a value barometer, the relationship is reduced to a price eliminator." Bill Lee author of Gross Margin

What Value and/or added services do you offer your clients?

Here are just a few examples that I thought of:

- Publix will carry out your groceries and there's no tipping accepted
- Kroger offers free eco-fiendly wine bags. (At least my Kroger does)
- Hotels that offer free wi-fi
- Hotels that offer complimentary breakfast
- Pharmacy that offers free delivery and no tipping accepted
- Tire place that fixes flats at no charge, even if you didn't buy your tires there
- Car dealerships that offer a loaner car while yours is in the shop or a ride to local store within a 10 mile radius
- Coupon cards - Buy so many - get one free

We look forward to hearing some of your 'added values.'

Sincerely,
Annette
Painted Lady Enterprises
"Helping You and Your Business Look Good"