So you see, the difference between pressure and persistence is just the technique. If all you are doing is phoning up and asking, “What are your thoughts…what are your thoughts?”, that can be seen as pressuring the customer. Keep that in mind the next time you are following up a customer!! Sign up today and […]

You need to be able to tell customers exactly what you are doing when you service their air-con system, and that means being able to communicate the features, advantages and benefits. As an example: • Features – Check the entire system, refill the lubricating gas and measure temperature output. • Advantages – factory-trained technicians, manufacturer […]

Just a couple of ideas that you may find useful when reviewing next years remuneration packages. Personal Best: Good salespeople are like top athletes. They are always pushing to beat their personal best. That’s why, in Symco, we pay a one-off bonus when somebody achieves a better monthly result than they have ever done before. […]

If you are familiar with the famous study from UCLA on verbal communication, you’ll know that as little as 7% of communication comes from the actual words we use; 38% is determined by how we say it (our tone of voice for example) and 55% comes through our body language. It’s one of the reasons […]

When a customer leaves without buying a car, when do you usually follow them up? A lot of salespeople leave it too long. I’m actually a big believer in the ‘same night’ follow-up call. Customers might tell you they want to go away and think about it, but in reality, what they’re doing is going […]

Think about the words you use with your salespeople, do they directly ask your customers in the same way? Here’s an example. One of the questions we tell our salespeople never to ask a customer directly is, “When are you looking to buy?” Of course, we need to know the answer to this question, but […]

In fact, the experts tell us there are four different spatial zones: • Public Zone – people we don’t know, like the walk-in customer. They start to feel a little uncomfortable if you come within 3.6 metres of them, on average. • Social Zone – people we do know, work colleagues for example. Can come […]

Someone once told me that the name of a customer is the most important word in our language. But the problem I have is that my memory’s not very good. I’ve always had trouble remembering names, and I’ve been caught out before by getting to the point where we need to fill out the order […]

How do you deal with those periods in your career as a professional salesperson when your sales are in a bit of a downward spiral? We all have them, and my advice to anyone who finds themselves in this position is simple – stop selling cars. That sounds crazy, so let me explain what I […]

C ustomers need the comfort of comparison before they purchase, because they want to convince themselves that they’ve got a good value for money offering. Retailers understand this. It’s why the basic ‘Was £…… Now £……’ type of promotion works so well. It often helps to satisfy the customer’s need to compare without them having […]