Trust is the most important factor in maintaining profitable relationship with customer

1. HOW TO DEVELOP
CUSTOMERS` TRUST

2. SELLING
NOT SO MUCH ABOUT FEATURE AND
BENEFITS OF YOUR PRODUCT.
IT IS ABOUT OUR RELATIONSHIP
WITH THE CUSTOMER.
BECAUSE:
PEOPLE DO BUSINESS
WITH PEOPLE THEY TRUST.

3. OCCASIONAL PURCHASES
MOST PEOPLE WILL MAKE
OCCASSIONAL PURCHASES.
BUT
THOSE PURCHASES TEND TO BE
EXACTLY -----ONE TIME-
PURCHASES

4. OCCASIONAL PURCHASERS
YOU CANNOT RELY ON OCCASIONAL
PURCHASERS:
To generate consistent, repeated business.
To generate high-quality referrals.
And to generate larger more profitable sales.

5. TRUST IN SALES
Develop a book of customers who trust
you.
They will pay a little more, sacrifice a
little, or wait a little longer when buying
from someone they really trust and
respect.

6. TRUST
THE HARD PART IS BUILDING A TRUST
AND
THEN MAINTAINING THE TRUST.

7. Keys to building clients trust
1. Know what you are talking about.
2. Give the right advice.
3. Know your customers expectations.
4. Do what you say and you are going to
do.

8. Know what you are talking
about.
Customers want to able to trust that
you know what you are talking about.
Wrong information--- creates doubt.
A few few doubts ---- destroy their
trust.

9. Know what you are talking
about.
Before calling double-check to make sure the
information is correct.
Do not guess, simply let the customer know
that you do not know but you will find out-
and then find out.
You might even be able to call to get the
information while you are with the customer.
If you cannot, give specific date and time.

10. Give the right advice
Customers want to be able to trust the advice
you give.
If your product is not the right solution for
their problem, let them know.
Don’t give false or prejudiced, self-serving
advice or recommendation.
You will sacrifice an immediate sales for the
sake of maintaining integrity.
But they will come back- because you gave
the right direction.

11. Know your customer expectation
Unfortunately, this tends to be one of the
weakest areas for most salespeople.
Sales expectation – an action the client
expects during the course of sales.
You must ask every customer exactly what
his or her expectations during the sales call
are.
-then do everything in your power to meet –
or- exceed-those expectations.

12. Know your customer
expectation
Customers have more than simply sales
expectations.
Product
Services priorities.
Delivery of stocks.
Price.
Studies/ Information.
Personal training on the product.
etc etc

13. Know your customer
expectation
Most salespeople tend to think of these
as items that are their company’s or
manufacturer’s responsibility.
For customer you are responsible.
If your services or product does not
meet their priority-list, your credibility
is lost- not the company’s.

14. Do what you say you are
going to do
How closely our actions parallel our words-
will determine our ability to gain the trust and
respect of clients.
Customer will pick trustworthy person almost
all the time- in highly competent and less
competent persons.
Lack of communication and follow-up lose
credibility.
Not following-up commitment, not being
punctual, rude behavior –lose credibility.

15. TRUST
Trust is easily earned by someone with
character and integrity, but hard to
earn if you lack these qualities. And
even if earned, it can be quickly lost.

16. THANK YOU