7 Necessary Sales Skills: Supporting Needs

If you’ve effectively listened to your customer and then effectively questioned your customer, you’ve probably got a pretty good idea of what that customer really is looking for. It’s time to begin selling your customer on what you’ve got to satisfy that need.

How do you do that? Simple. Show how your product supports the customers needs. Let’s say that you’ve come to the conclusion that your customer is looking for a deal on a dozen red roses for his girlfriend. Luckily, you’re running a site that deals in flowers. How should you go about supporting the customers needs? Show the customer why your product is superior to your competitors. Show your customer the dozen red roses that you’ve got on special with free shipping. You’ve just supported the customers needs.

There will be times when the situation isn’t that cut and dry. If the customer doesn’t immediately buy the product, you may still have some convincing to do. There may be objections that you’ll need to overcome. And you may still have to ask for the sale.

Supporting the needs of your customer is really rather simple. All it really takes is to acknowledge the customer’s need, introduce the appropriate product that satisfies that need, and then invite a reaction from the customer. That reaction can be a number of things. Sometimes it will be an immediate sale. Other times it will be an objection or further questions. Overcome those objections and answer those questions and you can move on to the next step. Closing and Follow-Up.

7 Necessary Sales Skills: Effective Questioning

While effective questioning can be called a basic sales skill, it is also one of the cornerstone sales skills.  If you can’t effectively ask your customer the right questions, you’ll never even get to the point where you’ll want to ask the most important question of all, asking for the sale.

Unlike selling in the real world, there are a few things that have to be assumed in your questioning of your customer.  You have to assume that you have permission to ask them questions.  Unfortunately, you’ll never know if you don’t because they’ll just leave and go somewhere else.  You also have to assume that you may not get an answer.  Not all of your customers will reply to your questioning.  You can’t read their body language so you have no way to see if they are responding in other ways.  You’ve got to just continue on as if you got a neutral answer.

Effective questioning can take many forms in a digital world.  Sometimes you have to make inferences from metrics to assume the answer to a question.  Want to know if your new design is conducive to sales?  Watch your stats when you make the change.  Many effective questioners will use A/B testing to effectively listen to the answers they’re getting from their customers.  Sometimes you do get a direct answer in the form of a comment or email.  While you may be shooting for the masses, those that do comment or email are a very strong indicator of what the rest of the masses feel.  You should take a comment or email as an excellent opportunity to listen to your customers and to directly ask them questions.  Use it to learn more about your customers needs, wants, and objections.  Then use those needs, wants, and objections to position yourself in a way to make the sale to that customer.

You can’t please them all all the time.  But becoming an effective questioner will help you get close to pleasing most of them all the time.

7 Necessary Sales Skills: Effective Listening

I can hear you all now telling me that I’m crazy. What does listening have to do with what is predominantly a textual medium? A lot more than you may think.

Despite the textual nature of what we do here on the ‘net, we still have a lot of listening to do. Each and every one of our readers has something to say. In the case of a blog, they say it through your contact forms and your comment forms. If you’re reading each and every comment but not responding to any of them, you aren’t listening effectively.

Listening effectively to your readers entails much more than typing away at your keyboard writing posts. You’ve got to hold a conversation with them. Without that conversation (your part is about 80% listening) you won’t get very far in your sale. Nobody likes talking to a wall.

Respond to your readers comments. Participate in the conversation that ensues. Show that you’re “listening” to what they have to say. While you don’t have to write hundreds of words in response, a simple one word response might not do it. Having effective listening skills comes in very important when you need to listen carefully to your customers to discern what it is that they want.

What is the best way you’ve found to really listen to your readers?

7 Necessary Sales Skills: Rapport

From Dictionary.com:

Relationship, especially one of mutual trust or emotional affinity.

Put simply, the customer must like you. In the real world, you can build Rapport in some really simple ways.  Smiling, eye contact, making the effort to learn their name, and even something as simple as initiating a handshake can all build rapport with your customer.

But I can’t do any of those things!  Here’s what you’ve got to do to build rapport with your customer.  You have to earn their trust.  You can do this by showing that you’re not out for a quick buck, but truly do want to help them.  You can do this by having nothing to hide.  No hiding affiliate links.  Don’t be a news spout.  Make each article personal.  If I want the news, I go to CNN.  If I want to participate in a conversation, I go to your site.

The key word in building a rapport with your customer is Trust.  If they can’t trust you, they aren’t going to buy from you.  They aren’t going to click on your ad banners.  They aren’t going to come back.  And you aren’t going to make much money.

If you do build a rapport with your customer (reader), you’ll gain their trust.  And the next time you give an honest review of a product that you’re excited about, they’ll buy it from you.  And you will make money.

How do you build a rapport with your customer? Join our conversation and share how.