Selling Skills: Probing Probing is the skill of asking questions to gather information and uncover customer needs. There are two types of probes: open and closed. Open probes encourage a customer to respond freely. The key words that will assist in identifying an open probe include: Key Word Example: Who “Who handles this process for […]
Handling Objection Customer objections usually fall into two main categories: Misunderstandings about our product or service due to a lack of information. Drawbacks of our product or service, which exist whenever we are unable to directly satisfy the customer’s dislike or dissatisfaction with our product or service. Misunderstanding Drawback The customer objects to using […]
Handling Skepticism or Indifference When a customer questions or doubts that our product will provide the benefit, we say it will, you make a proof statement. You make a proof statement by citing a proof source. A proof source is any reference or piece of information that proves the benefit in question. Below is a […]
Selling Skills: Features and Benefits Selling is a process of uncovering and satisfying customer needs. In order to do an effective job of satisfying customer needs, it’s important to understand the difference between features and benefits. Feature: A Characteristic of Our Product or Service Benefit: The Value of a Feature to a Customer Below is […]
SELLING SKILLS: How to Support When you support, you acknowledge the customer’s need and introduce the appropriate benefit(s) that will satisfy the need. The first step of a support statement is to acknowledge the customer’s need. When you acknowledge, you are showing the customer that you consider the need to be important. You do this […]
Why Nobody Calls You Back Calling someone you don’t know is difficult. If you’re like most people, you agonize over what to say for an eternity before you finally pick up the phone. Then, instead of getting a human being on the line, you end up having to leave a voicemail message. And nobody calls […]
Top 8 – Roofing Industry Specialty Products These products are created based upon OSHA requirements, Tenant requests, and “Add-Ons” (upsells for quoted services). Performance: These products are based upon a planned event and planned services. Features: Different features are attributed to each product. Reliability: Scheduled work. Reliable due to the standardization of the products. Conformance: […]
