The website in question for the test was aston martin car hire, a business that obviously rents aston martins to individuals in the UK. The main aim for the test like I’ve already mentioned was if we could train the team to close more deals on the phone through the iterative training techniques we mention below.
People hate being told what to do. They also hate being sold too. These both should be avoided at all costs. For example the most common issue we see in selling products is the too hard selling technique. If someone calls me up and tries to sell me something 100% valuable (more on that in a second) but does so in a way that I don’t like (overly aggressive) then I won’t buy it. I just won’t. I had this recently with an SEO consultant who called me up and was overly aggressive, hence I didn’t come online with them. What they were offering sounded good and everything but I don’t know you and with that attitudinise you won’t get anywhere.
People buy things because they see a value to it. There is no other reason why an individual will buy anything. I believe that if you can’t explain how your service or product creates value for a customer or client, they will never purchase from you. This is directly responsible to your bigger deals. If a client trusts you and can see the value or return on investment, they will sign up with you.
Add A Sweetener
If you’ve done the 2 above elements correctly then you should be pretty much there. Taking our aston martin hire example client. When someone calls up they get reminded on the value and then aren’t sold with any pushy marketing. They wait for the individual to ask more questions and answer everything calmly and concisely. More information is offered but not always pushed. The pushed element is the sweetener. In this case it was free delivery and picking up to anywhere in the UK! Boom, where do I sign up?
Close the deal
As a famous business man once said, its as easy as ABC – always be closing. This is paramount when someone calls you up for a service or product. The key to remember is, they have called you up, they are looking to buy what you are selling. This isn’t a cold call, or even just a consultation. It’s an individual taking the time to call you and ask for a quote or get your service. If you talk too much, they may be put off by the service.
The key is to make the whole payment and ordering process as streamlined as possible. People who can afford an Aston martin (in our case) are more likely to be able to afford to pay everything at once. Whereas in other industries you might have to consider offering payment options or at least a 50% upfront and 50% after option. Check out the video belwo for more on the always be closing philosophy.