Understanding needs leads to better deals

Anyone can take an order, but taking a more proactive approach with new and existing customers can significantly improve customer loyalty and company profitability.

The cost of attracting new customers is very high, and the cost of selling to existing customers is extremely low, especially if they have had a good experience with you in the past. Simply getting McDonald?s cashiers to ask customers ?do you want fries with that?? boosted the companies profits significantly.

In may cases the profitability of the up sell or the cross sell can dwarf the original purchase. This is why it is so important for the seller to understand the needs of the customer. Often the stated need hides the real need beneath. A representative who is asking questions and listening to the answers can use their knowledge to find a more appropriate solution or product than the customer was asking for simply because they lacked the knowledge to ask for the right thing.

Topics covered include

• What is selling?
• What is the need behind the need?
• Relationship management
• Up and Cross selling opportunities
• FAB

By the end of this one-day training participants will be able to:

• Understand customers differing needs
• Identify opportunities to up and cross sell
• Use a strategy to soft sell to customers
• Explain the difference between features, advantages and benefits of products or services