- A very effective technique to train your new employees on is the importance of a greeting. When greeting a customer, make sure you are friendly even if you are having a bad day. Nothing will turn off a customer faster than a rude sales person no matter if the reason is justified or not. Don't complain to a customer telling them how sick you've been or every bad thing that has happened to you that day. Be friendly, likeable, and most importantly, be professional. Greet a customer with a warm hello and a comment about the weather, your cities sports team or something to get a conversation started. Make eye contact and use appropriate and welcoming body language such as keeping your arms uncrossed and keeping your hands out of your pockets.
- Asking open-ended questions gives you the opportunity to build a rapport with customers but it also gives you an opportunity to learn what they are looking for in the way of a product or service. Additionally, you may gain insight into their lives. Open-ended questions begin with who, what, where, why and when. This ensures that the customer will not just give you a "yes" or "no" answer. If you ask "What brings you in today?" you will likely get an answer even if it is just "Oh, I am just looking". This gives you opportunity to start a conversation.
- Your open-ended questions will do you little good if you are not prepared to listen to the answers and act accordingly. When a customer gives you an answer, restate it so the customer knows that she's been heard. Be empathetic to the customer's needs and moods but don't act arrogant or superior to her by judging her answers. Don't say things like "Oh, that's silly" or "You shouldn't feel that way". Once you have identified a customer's needs by asking questions and listening, you can then provide the customer with solutions.
- It is important for a salesperson to understand that people are buying solutions, not just a product or service. Make sure you can identify what those solutions are and sell them, not just the product or service. Be able to discuss the benefits and features of a product. When doing so, allow the customer to see how the product or service's features and benefits can provide solutions and results that the customer needs or wants. Make sure you fully understand supplemental features such as long-term warranties so you can provide that information to the customer as well.
- Ethics and integrity are a very important component of sales techniques. Customer loyalty often results from a feeling that customers get when they know they've dealt with an ethical salesperson. Be as honest as you can and if you don't know the answer to a specific question, tell the customer that. Don't just say anything to have an answer as that may come back to haunt you later. Remember: you are trying to gain a customer for life and he will most likely refer you to other customers as well.
- Follow-up phone calls are very important sales technique components. Make sure you know what you are going to say before you make a call. If possible, have the call coincide with a sale or interesting event that your customer may want to know about. Be friendly and brief on the call and make sure to allow your customer to talk. Before ending the call, discuss what the next steps are going to be. This might include having the customer come in for an appointment or mailing her some pertinent information. Do not make the follow-up call a sales call; simply treat it as a chance to provide an additional service to your customer.
Tuesday, March 1, 2011
Training Sales Techniques
Ford recalls more than 350,000 F-150 pickup trucks
American automotive giant, Ford, has recalled some 363,000 F-150 pickup trucks in the country. It is a strong blow to an American car company who has enjoyed the pride of producing quality vehicles in the nation. The sole reason these pickups have been called back is due to the faulty door issue in its vehicles.
According to the automotive experts and analysts, Ford F-150′s have an eerie problem with its door handles. The spring of the latch will fail to come back or move to its normal position if it is involved in a side impact accident, as the passenger in the vehicle will allegedly be stuck inside.
The issue has been noticed by the U.S. National Highway Traffic Safety Administration [NHTSA], and they have asked Ford to rectify it. Ford had now requested the owners of the F-150′s to bring in their trucks to the nearest Ford dealer and replace them with new handles. The notification of the recall will be provided to the F-150 owners across America from the 14th February. As of now there are no reports of any accidents or even deaths due this issue.
Ford F150 MI Automaker Facing Fiery Recall as Unattended Trucks May Burn
This is not the first time this year the F150 has been put under the microscope of the National Highway Traffic Safety Administration (NHTSA). Only three months ago 1.4 million Ford F150 models from 1997 to 2001 were being investigated as complaints arrived about the fuel tank falling from the frame due to the corrosion of straps, which caused the tank to to drag underneath the vehicle.
[Rewind: Ford F150 Being Investigated by National Highway Traffic Safety Administration]
Back in 2009, Ford F-Series Super Duty was hit hard with recalls along with seven other Ford vehicles like the Ford Windstar, altogether totaling 14 million vehicles. This recall included a glitch in Ford’s cruise control system and had the possibility of causing a fire even while the car was turned off. Two deaths were linked to these fires, and home fires were also reported.
It is obvious that Ford is not new to problems with its vehicles, and this recall will be added to the list. At one point, the Michigan automaker felt strong enough about the power and stability of its Ford F150 MI trucks that it declined a Truck vs. Truck challenge with General Motors, stating there was no need to have a competition when the top sales reports did all the talking for the trucks. Ford may be seeing a shift in F150 sales after this recall.
[Recall: Detroit MI Challenge from General Motors Declined By Ford]
The Ford F150 MI vehicles are joined in the current recall by the Ford Edge, Ford F250, Ford F350, Ford F450, Ford F550 and the Lincoln MKX; all of the 2011 model year.
On Nov. 16, a 2011 Ford F150 truck was found at the Dearborn Assembly Plant smoking with flame. It was then that Ford started an investigation believing the issue to be the Body Control Module (BCM).
On Dec. 5 another Ford F150 MI truck was found in the same condition. At this point Ford put a stop ship on the trucks. According to the NHTSA report, it was then found that a new operator failed to properly clean a soldering machine during four production shifts from Oct. 25 to Oct. 30 which resulted in a small number of printed circuit boards with contaminants that could result in a short circuit. This short circuit could cause overheating which could then lead to an unattended vehicle fire.
Owners with any of these Ford models can visit MI Ford dealers to get the BCM replaced if necessary for no charge. The recall is going to begin Jan. 10. All owners can contact Ford at 866-436-7332. Also for more information, owners can call the NHTSA at 888-327-4236 or visit ww.safercar.gov.
MI Auto Times covers all Michigan automotive news all the time, featuring newly released vehicle recall information, relevant Michigan automaker news, vehicle ratings and comparisons, and everything else auto-related Michigan and world readers need to know.
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