sales and selling

Nothing happens until a sale is made.

Without sales no orders are taken, no products are delivered and no invoices are generated that ultimately result in cash from customers. That cash pays everyone in the company. Without sales, you don’t have a business.

It’s vital therefore that the process of selling is efficient and effective and in particular, that the people responsible for sales maximise every sales opportunity.

To succeed in sales you must have a positive attitude. The essence of attitude is a state of mind which is self-induced. You are in complete control of it; you determine what your attitude is and your attitude determines the quality of service you provide.

This in turn determines:

• whether the sale is actually made
• the price your customers are prepared to pay
• whether they are prepared to buy more from you than the items they initially came in for
• how they feel about the buying experience they’ve had with you
• whether they want to return and buy again
• whether they recommend your company to their friends and acquaintances

So what is customer service and how is it defined?

You may have heard definitions such as achieving and delivering customer satisfaction or even customer delight. That’s no longer the case, particularly during a recession. Customer service is now whatever the customer wants it to be. The objective should no longer be to bring a customer to a state of delight but to deliver such spectacular service that you bring your customers to a state of bliss. Do that and your customers who experience it will undoubtedly mention it to other people. You need to do whatever it takes to get your customers to a state of customer bliss.

One of the main reasons why people buy is quality, not only the quality of product and your service in terms of what you put into it, but more importantly what they get out of it. People care about themselves and much less about you.

Don’t sell people what they want, sell them what they need. People usually think they know what they want but it isn’t necessarily what they need and if you sell them the wrong thing, you’ve failed as an expert in your field and it could get you into trouble. Sell them what they need, even if its monetary value is less, and your customers will remember you forever.

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