Earn What You're Worth through Relationship Selling

EARN WHAT YOU’RE WORTH

RELATIONSHIP SELLING

© 2016 e-worc web & new media | Michelle Crowe Ritter

7 STEPS TO EFFECTIVE SELLING

Building Trust

Establishing Belief

The Client Interview

Building a Proposal

Negotiating/Securing the

Order

Execution

Follow-Through/

Relationship Building


BUILDING TRUST

People don’t trust

words. They trust actions.


BE TRUSTWORTHY

ALWAYS Do what you say you are going to do.

Establish a trustworthy relationship with everyone you come in contact with

Abandon the “what’s in it for me?” mentality

Be willing to walk away from business

It’s ok to tell them no


REALLY CARE

If you don’t care, you probably won’t.Can you succeed without caring?

© 2016 e-worc web & new media | Michelle Crowe Ritter© 2016 e-worc web & new media | Michelle Crowe Ritter

IN YOURSELF AND IN YOUR PRODUCT

ESTABLISHING BELIEF


What you are worth

What you think you are worth

BELIEVE IN YOURSELF

Establishing personal and professional self-belief

Read a book, Go to a class, listen to a podcast.Do things that make you feel good about you

List your personal successes, SUCCEED!


Control what you can. Manage what you can’t.

BELIEVE IN YOUR PRODUCT

Establish Product Knowledge – Be the expert

Read your manualRead your ENTIRE website

Learn your productLearn your competitor’s product

WHAT IF you don’t believe your product

will deliver? © 2016 e-worc web & new media | Michelle Crowe Ritter

BELIEVE YOUR PRODUCT WILL DELIVER

If you know your product and believe in it and you’ve established trust… you are

prepared for the next step…

INFORMATION GATHERING

THE INTERVIEW

LISTENLISTENLISTEN


START A CONVERSATION

Get comfortableThere’s no room for judging here – YOURSELF OR OTHERS

Most people are happy to have a conversation with you

Pay attentionTo everyone and everything around you

Notice your surroundings

Be curiousBe genuinely interested

Listen

Practice Every chance you getGrocery stores, Kids ball games, Networking events

Be the most interesting person in the room. Find Common Ground


WHAT ARE OPEN-ENDED QUESTIONS?

Questions that CANNOT be answered with a yes or no.

They should never make others feel trapped. Should be designed to allow them to speak.

Not interrogation – Conversation


INFORMATION GATHERING

What prompted you to contact my company and/or allow me to meet with you today?

What are your expectations for this product/service?

What is it you would like to see accomplished?

What process did you undergo to determine this need?

What other attempts have you made to solve this problem? Can you tell me about those?

Any difficulties with other providers that may provide some insight to possible solutions?


CONTINUING RAPPORT/REAFFIRMING TRUST

• What is your primary role with the company?• Can you tell me about the structure and support

systems you have in place?• What challenges are you facing that I may be able

to help you resolve?• What other issues are you facing?• How would you like to see that resolved?• What improvements would you like to see?• How do you measure that?


QUALIFYING

• What do you see as the next step?• What is your timeline for action or implementing

this product/service/solution?• Are there any other things I should know before

moving forward? • What are the budgetary limitations, if any? • Who are the other people that will be involved in

the final decision? • Has anything changed since our first meeting?


It is not necessary to ask every question nor does every question require an answer.

Write that thank you note!


BUILDING AND PRESENTING

THE PROPOSAL


• Script, IN WRITING, your presentation• Outline my scripted presentation as a guide for

the face to face presentation• Script IN WRITING responses to any probable

questions that may arise• Deliver your standard presentation to at least

two people who have offered feedback• Prepare appropriate standard presentation

material for your expected audience


“MY PRESENTATION” checklist

Focuses on the needs of my client Focuses on the benefits as they relate to solving the specific

problems of my client Begins with the most important benefits and continues in descending

order Includes only a very brief company background discussion and ONLY

if it adds credibility to the product or service Includes appropriate, customized and easy to understand illustrations

where applicable Includes opportunities for prospects to engage Includes a powerful conclusion which clearly illustrates the benefits of

my prospect buying my solution NOW Is slightly shorter than expected


I WILL BE SURE TO….

Minimize the preparation work on the part of the prospect – acquiring projectors, markers, etc.

Try to have ALL individuals necessary to say YES present Be enthusiastic and transfer my enthusiasm to those in the

room Avoid reading directly from a slide, scripts/outlines Avoid using industry jargon unless I am absolutely sure

everyone in the room will understand it Share my attention with EVERYONE in the room, not just the

key decision makers Confirm the next action steps with all appropriate parties at the

end of the presentation


FORMERLY KNOWN AS “CLOSING”

NEGOTIATING / SECURING THE ORDER


NEGOTIATING

Negotiating should be easy: Delivery times, Implementation, Service

If you’re negotiating price – you’ve not successfully established value

Everyone wants the same thing


Changing the way you think about negotiating (joint problem solving versus a series of compromises where one party may win and one may lose) is the first step toward better results.

Recognizing the reasons why people act the way they do, and having the ability to communicate to a broad range of behavioral styles gives the negotiator the ability to be reach satisfactory outcomes more consistently.


CLOSING TECHNIQUES

If I could, would you? Take-Away

Speak First – You Lose

Don’t let these techniques cost you what should be a clean, dignified sale BUT don’t forget to ask for the

order.© 2016 e-worc web & new media | Michelle Crowe Ritter

EXECUTION

• He/She said yes! What now?• Be able to tell your client “This is what will happen next.”• Make a checklist

• What is the estimated delivery time? • What decisions need to be made before the order is placed? • Do you need a signed order form? • Do you need a credit application? • Do you need decisions on colors/service plans?

GET IT NOW!(or risk looking incompetent later)


Customer Service

Thank you Note

Do it better than anyone else

Constant Communication

FOLLOW THROUGH


CUSTOMER SERVICE

The process of satisfying the customer relative to a product or

service, in whatever way the customer defines his or her

need(s) and/or expectation(s).


EXCEPTIONAL vs. ACCEPTABLE

WHO IS YOUR CUSTOMER?

Clients Employees

SalespeopleManagers


HOW DO YOU OVER-DELIVER?

Product Knowledge - Know your productPreparation - Before you ever pick up the phone or walk in the door, learn SOMETHING about your client’s businessAsk and Listen - Your client will tell you what their expectations areManage - Are their expectations realistic? Report/Communicate - How often are you in front of your clients? What are some ways you can get in front of them more often? Service - How do you resolve problems? What do you when something isn’t moving as efficiently as you’d like?


TIPS TO KEEP IN MIND

Earn the right to sell – through building belief and trust and DOING YOUR HOMEWORK

Use your current project to earn the right to propose additional work Don’t get branded as a salesperson Seek relationships first and opportunities will follow Be the one that solves “front burner” issues Don’t place so much emphasis on closing – if it solves a problem, it will

close itself The harder you push, the easier it is for a client to say no. A salesperson should ask for the sale at least 8 times – give me a break –

how would you like to be that client? Closing happens in the MIDDLE of the client relationship– not the end It’s okay to tell them no Learn to understand when the client has taken ownership. Don’t be afraid to say “I don’t know”


7 STEPS TO EFFECTIVE SELLING

Building Trust

Establishing Belief

The Client Interview

Building a Proposal

Negotiating/Securing the

Order

Execution

Follow-Through/

Relationship Building


Earn What You’re Worth


Michelle Crowe RitterDigital Media Specialist, Online Brand Consultant

www.linkedin.com/in/michellecritter

Control what you can. Manage what you can’t.

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Earn What You're Worth through Relationship Selling