Information from Openforum.com, originally posted on June 13, 2012
According to American Express’ own blog, Open Forum, here are 9 tips on how you can get better at selling to the customer:
Treat every call like an experiment. Doing this can help you visualize the results and execute the call more successfully. Disregard the skills that don’t work and utilize the ones that do.
Increase self-awareness.Know how your personality influences others. Remember: This person has never met you. Adapt your style any way you need in order to make a positive connection with the customer.
Introduce “change ups.” You don’t want your customers to tune you out. Always keep it interesting and mix it up by asking a question, changing your inflection, etc.
Repeat, repeat, repeat. If the call guide allows, repeat the important components of the offer. The customers won’t remember everything you said.
Update your sales approach. What worked ten years ago might not work today. Make sure you heed the advice of trainers and supervisors when they give you sales tips to use.
Go beyond expectation. If you do this, you will leave the customer with an unbelievable impression. “It’s never too crowded on the extra mile.”
Know how to be persuasive. You can know everything about your product but if you can’t persuade the customer to purchase then it does you no good.
Understand people’s fears. In training, you learn a lot about developing empathy. You need to be empathetic towards customers’ concerns. If they ask you a question, make sure you are capable of providing the correct answer.
Don’t be needy. Sure, you’d love to make a sale but don’t come across as desperate to the customer. This is something they will be able to sense immediately. If they say “yes” to your offer, that’s wonderful and you know you did a great job. If they say “no” after everything you presented, then end the call pleasantly and move on. Then treat the next call as if it were your first.