We’ve done it!
We have made it to the fifth and final buying decision for the customer which is “Buy”
The customer has now purchased our product / service and we celebrate! Unfortunately, this is where 99% of sales people stop the sales process. It’s okay to celebrate the win and I encourage the celebration, but when the sales person stops the sales process after receiving the order, the customer is left to fend for themselves. The customer soon will develop buyer’s remorse, not hitting the desired outcome from the purchase, and possibly thinking they were just sold something instead of purchasing a solution. The customer then associates us with the slimy salesperson that does not care about them.
Far too many sales people take the signed order and ride off into the sunset never to be heard from again. It’s a huge opportunity that unfortunately most sales people miss out on!
That’s right, when the customer agrees to buy, this is the time that sales professionals need to roll up their sleeves and move forward with the customer. The more this is done, the more the customer will brag to their friends, family members, social media, etc. about how awesome we served them and that everyone they know needs speak with us. Who wouldn’t want a sales team of individuals selling of us without having to pay them?
I love having people that have taken my trainings tell others that they need to work with me because I know that what I am doing is working!
First and foremost, when the customer agrees to purchase, they will second guess themselves (buyer’s remorse) about the purchase. That’s right, they are not sure what they did was the right decision. This typically happens for purchases over $50. We are not talking about a pack of gum here. The real-estate market has done a fantastic job overcoming this issue of “buyer’s remorse.” As soon as the customer agrees to purchase a property, they immediately begin moving the customer into the next steps.
When you confirm that the customer has made the right decision, they feel justified and will be set at ease. Getting the customer moving forward after this decision to buy and onto the next steps such as delivery date, onsite training, etc., the customer is reaffirmed and feels like they have made the best decision possible. They have a game plan for the next steps. The customer will feel relieved and begin moving forward with our help! They appreciate this, because most sales people do not do this! This simple step! Now we have a few other things we need to do as well.
The next thing we as professionals need to do is review how we did in the sales process. We do this to get better at selling our product / service. The better we do this the better we will get at the next sale and become more efficient. It’s like anything else we do. After every mission the best military operators will have a debrief meeting to discuss what went well and what could be done better the next time. The more we practice and review the more efficient we get. Take time to review spots that slowed us down and then fix those areas so that way we can move forward faster next time.
The last step in the sales process is crucial. Again 99% of sales professionals do not do this. This is the most crucial step in gaining influence with customers. It’s the next 90 days after the sale that really makes the customer’s purchase a success, or a failure. That’s right, after the installation and quick run through, the customer is going to have issues. The faster we communicate how to resolve those issues the better the customer will feel. That is why organizations have had support lines waiting for customer to call, but the sales professional has an opportunity to take this one step further.
This is the sales process step in my trainings that most organizations ask a great deal of questions on how they can get better. It’s actually simple and to do once the content is created. That’s right, what content do you have available for the customer once they have purchased your product / service? Do you have a 10-steps to self-diagnose an issue? 15 best quick recipes for that blender? Youtube videos walking the customers through a new way to use the product / service? How about a Facebook group for other customers to share success stories and resolve issues together?
What do you have ready for your customers so that they can consistently win with your product / service? That is the question that we need to answer and if we do this well, we will be rewarded with greater levels of influence. With more influence comes greater growth in sales and increased revenue. At a certain point you become such an influencer that people stop focusing on price. Wouldn’t that be amazing to take the pricing discussion off the table?
We are in the service business no matter what we sell. Serve the customer well and reap the rewards. Underserve and stay a commodity in the customer’s eyes.
It’s okay to have a little celebration, but then get to work rolling up your sleeves and help serve the customer!
Sincerely,
Kevin Sidebottom
“Businesses wonder why the majority of their sales teams struggle at winning profitable business. I teach your sales team to walk with the customer through the five buying decisions, and in the correct order to generate more sales with high margins!”