Before we get to show how good we are technically, first we have to make the sale. The best field tech in the world won’t be much use, if he can’t make the sale. Fortunately, sales is a skill that can be learned and constantly improved through training and good business practices.
Here are a few key concepts that every tech should be reminded of on a regular basis.
1. Customer First
The goal is not to sell the customer your service. The goal is to show the customer how your service can meet their needs. To make the sale, and earn a loyal customer, you need listen the customer, learn what their concerns are, and then show them how your product will work for them.
The hard sell may close the deal, but the customer will not become a loyal customer. This reduces word of mouth sales, and can lead to buyer’s remorse problems.
2. Respect
Sometimes, the customer just doesn’t seem to have a clue. Don’t let the customer’s appearance or education level change your sales techniques. If your product will fulfill their needs, it’s your job to convince them of it.
Just because they will never really understand what you do, doesn’t mean you can’t explain how they will benefit from buying from you. Most of us don’t understand how a flat screen TV works, but that didn’t stop them from selling us one.
3. Benefits First
The customer has no idea what you services are worth until you show them the benefits. Always start with benefits. Resist discussing price until they understand the benefits they will receive.
4. Close the Deal
Always ask for the sale. Even if the customer appears skeptical, ask for the sale. You can’t make the sale unless you ask for it.
5. Always ask for referrals
You sold the customer on the benefits of your service. Let them help you make the next sale. Whether you follow up with a phone call asking for referrals, or have a formal referral program in place, be sure to leverage the good will your quality work generates into more sales.
In addition to getting another sale, this can cement your relationship with the customer. A successful referral links your business to the customer’s self esteem, and makes it more likely that they will rely on you in the future.
With continual sales training, just about anyone can become more effective at closing the deal, and building your base of loyal customers. It just takes time and tenacity.