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Sales - Techniques for Building Personal Client Relationships

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When it comes to revenue, customer retention is hugely important to consistent growth and financial planning. The more committed customers you have for the next financial quarter, the easier it is to meet your sales goals. As the old verse goes, “Make new friends, but keep the old. One is silver, the other gold.”

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Sales - Techniques for Building Personal Client Relationships

  1. 1. SALES Techniques for Building Personal Client Relationships CREATING POSITIVE CUSTOMER RELATIONSHIPS
  2. 2. TRUST People Buy From People They Trust. The key to building trust: Promise a lot and deliver more! Give examples of when you did what you said you will do and then some?
  3. 3. Relationship Selling Make a sale, and you will make a living…… Develop a positive relationship with you client and you can make a fortune in sales
  4. 4. Relationships Change CHANGE IS THE ONLY CONSTANT IN RELATIONSHIPS Relationships Will Be 1. Tested 2. Strained 3. Constantly redefined 4. Given new rules, expectations, and limits PROVIDE EXAMPLES OF EACH OF ABOVE _______________________________________________ _______________________________________________ _______________________________________________ _______________________________________________ _______________________________________________
  5. 5. YING & YANG Managers ask Salespeople to increase sales volume and margins, as well as improve customer loyalty and retention… THIS NO SMALL ORDER! BY THE WAY, YOU NEED TO DO IT WITH: 1. Decreasing Budgets 2. Decreasing Support Staff 3. Decreasing Contact With Management 4. Decreasing Expenditures for Sales Training
  6. 6. CREATING POSITIVE RELATIONSHIPS Why Relationships sour: 1. Hidden Agendas 2. Personal Agendas 3. Inflated Egos 4. Unrealistic Expectations 5. Uncommunicated Expectations 6. Lack Of Trust, Respect, or Both 7. Greed, Selfishness, or Both 8. Unethical Behavior 9. Lack of Integrity 10. Arrogance 11. Ignorance 12. Inconsistent Standards or Rules 13. Old Baggage 14. Inflexibility 15. Misperceptions 16. Judgmental Behavior
  7. 7. Six Sources Of Conflict 1. Unrealistic Expectations 2. Poor Follow-up 3. Assumptions 4. Egos 5. Increased Stress Levels = Short Fuses 6. Hidden Agendas Give examples of each and how to avoid and fix
  8. 8. ANTICIPATE AND SATISFY EXPECTATIONS Customers want: 1. Fair price 2. Responsiveness to requests 3. Responsiveness to problems 4. Friendly treatment 5. Comfortable sales climate 6. Empathy for their needs and wants 7. People who listen Give examples of anticipating each …..
  9. 9. BE POSITIVE 1. Tell customers what you can do for them, not what you can’t or are unwilling to do 2. Facilitate the relationship instead of Complicating it 3. Be a resource and offer assistance, ideas and support 4. Read the feelings and emotions behind the words 5. Be a creative problem solver by pushing the edges and not accepting the status quo 6. Be available when things are not going so well 7. Things are either getting better or worse…make sure you know the direction of the relationship…
  10. 10. BE POSITIVE 1. Tell customers what you can do for them, not what you can’t or are unwilling to do 2. Facilitate the relationship instead of Complicating it 3. Be a resource and offer assistance, ideas and support 4. Read the feelings and emotions behind the words 5. Be a creative problem solver by pushing the edges and not accepting the status quo 6. Be available when things are not going so well 7. Things are either getting better or worse…make sure you know the direction of the relationship…

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