Improving Your Sales Techniques
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Train with our consultants and you will be amazed at what can be accomplished in a focused hour. We
will identify your goals, dialogue about your situation and current sales techniques, brainstorm over
solutions, and help you solidify an action plan. You can deal with your issue by trial and error, or you
can bring in an experienced expert to help you cut through the issues and identify the core problem and
thereby develop an appropriate solution. Save months of trial and error and needless costs by tapping
into the proven sales techniques we offer.
Basically there are no secrets in sales. Instead, there are proven sales techniques that can be identified,
learned and embedded into daily routines. Positive actions lead to positive results. That's the primary
approach we take with all of our resources and methods. Here is a sales technique which can help you
handle a difficult customer. It's called Crack The Egg:
Crack the egg
The imagery of this particular sales technique will truly stay with you. Imagine that you have a hard-
boiled egg. The yolk at the center of the egg represents the solution to the customer's problem, the
hardened white surrounding the yolk represents the details of the customer's situation, and the hard
shell represents the clients anger.
In order to get to the yolk, and resolve the situation, you must first crack the shell. In other words, you
have got to subdue the customer's anger. Then you've got to cut through the congealed egg white. That
means that you understand the details of the customer's situation. Finally, you're at the heart of the
situation, where you can offer a solution to the customer's problem.
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1. Listen
Remember, anger is a natural, self-defensive reaction to a perceived wrong. First you listen carefully to
the customer. Then you empathize with what the customer is feeling, and let him or her know that you
understand. This will begin to calm the customer down. You've cracked the shell of the egg. Now, you
can proceed to deal with the situation. Careful listening is our most powerful sales technique.
2. Identify the problem
Sometimes while the angry customer is venting, you'll be able to latch right on to the problem. It's
important, when you think you understand the details, to restate the problem. The customer will
acknowledge that you've sized up the situation correctly, or he may say, "No, that's not right" and then
proceed to explain further. In either case the outcome from this sales technique is good, because you
will eventually understand his situation correctly.
3. Resolve the problem
Now you're at the heart of the egg. You may need more time than a single phone call. But it's critical
to leave the irate customer with the understanding that your goal is to resolve the problem. You may
need to say, "I'm going to need to make some phone calls." If you do, give the customer an idea of when
you'll get back to him: "Later this afternoon." Or "First thing in the morning." Another essential sales
technique is to always keep your word.
Follow up with the customer when you said you would. Even if you don't have all the information you
need, call when you said you would and at least let him know what you've done, what you're working on
and what your next step will be.
Almost every sales force can become more productive, and almost every sales person can produce
greater results. We have developed, and continue to evolve, our sales techniques on this premise.
Quit fretting and agonizing over how to get more productivity from your sales efforts. We got this!
