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Just how good are your teams at Conversational Selling?
Do you wish your team members could converse with their customers more confidently when pursuing your sales goals? Training your frontline people to engage customers in conversation with a clear business objective can deliver real improvements, both to your customers’ experience and more importantly to your bottom line.
“I am no good at selling”
Over the years, we have encountered numerous people who will happily discuss their own particular area of expertise – but would never view this as a sales technique. For example, in the retail sector, your frontline people might feel uncomfortable with the notion of selling - yet they are completely at ease guiding customers through the finer points of a new range of goods. Likewise in professional services, an accountant might be happy to advise a prospective client on the various approaches to their annual audit, but would not view this conversation as a sales pitch.
And good conversational selling skills are equally as important in your contact centres. Think how much more effective your customer service teams would be if they could refine their sales conversations to use either on the telephone or via your Webchat services.
So, how do you train your staff to have well-structured conversations that deliver business benefits?
Conversational selling is the key
Conversational selling is the answer – it is all about having a natural conversation – but with a well-defined purpose and a clear process, employing established sales techniques.
The four steps to conversational sales success:-
Step #1 Connect
The initial impression your frontline people make on the customer is vital. Their choice of vocabulary and the level of attentiveness can make a big difference.
Step #2 Find out
This is the discovery phase, where your frontline teams establish the needs of your customers to find out the most appropriate products or services to introduce to them.
Step #3 Match
Here, your people can discuss with their customer those products or services they feel are relevant – remembering to refer back to the information gleaned in the find out phase.
Step #4 Complete
This is the final step. Your frontline teams need to make sure that customers are left with a positive impression – so accuracy in dealing with the purchase, or agreeing the next steps, is imperative.
Practise is key in developing good conversational selling skills. Repetition and fine-tuning will ensure that your people are confident enough to follow the four-step process when facing customers.
46% growth in sales
We know that conversational selling techniques work, growing businesses and improving overall customer experience. Prosell has helped an organisation enjoy a 46% growth in sales as well as a dramatic improvement in their net promoter score.
If you would like to find out more about helping your frontline teams develop their conversational selling skills, please do get in touch. I would love to hear from you.
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