There is a process to sales. Amazingly, most salespeople don’t know what it is. They are either ignorant, because they haven’t been trained or arrogant, arguing they won’t be entangled by any formulistic wrangling. They say they follow their muse and let the sales conversation go where it may, because they are “spontaneous” creatures, residing in the “here and now”. Both answers are rubbish. There are professional salespeople and there are dilettantes. Let’s be professionals and master the sales process. We are going to go deeper into the sales process and look at some of the inner workings. Gluing the whole process together are seven bridges to move us through the sales continuum
Bridge number one is the move from casual chit chat at the beginning of the sales meeting to a business discussion with the buyer. When is the best time to make that move and what do you say? The opening conversation will flow to and fro, as various small talk questions are answered and everyone becomes comfortable with each other. Let the buyer finish their point. Pause to make sure they have actually finished and are not about to expand their point. Then we simply say, “thank you for your time today”. This signals, now is the time to get into the sales conversation proper.
Bridge number two comes after we have explained our agenda and after checking if they have any extra points, we start to move through the points we have chosen. The agenda gives the sales call structure and helps to control where the conversation will go. We must ask the buyer if they have any points of their own. This is important because it gives them control over what we will discuss and that makes them feel better about owning our agenda.
Bridge number three is when we ask for permission to ask questions. We have outlined the agenda and now it is time to get down into the murky depths of their business. Never forget we are “blowins” off the street, the great unwashed. They are about to be asked to open up the kimono and share all of their mysteries and secrets with a total stranger. We need to point to some evidence showing where we have been able to help a similar company, in the same industry. We then proffer, “maybe we could do the same for you. In order to understand if that is possible or not, would you mind if I asked you a few questions?”.
Bridge number four is what we say after hearing all of the answers to our questions. We are now in a position called the “moment of truth”. We have to make the decision for them concerning if they can buy and what they should buy. We know our line-up of solutions in depth, to a degree they never will. If we decide we don’t have the proper solution for them, we should fess up now and then hightail it out there, to find the next prospect. If we can help them, then we need to announce it clearly and loudly. We need to reference some of the things they told us in the questioning phase. They mentioned to us the key thing they are looking for and also why achieving that is important to them personally. We now wrap our “yes we can do it” answer around those two key motivators for the sale.
Bridge number five comes after we have gone through (a) the facts, (b) the benefits, (c) the evidence and then (d) the application of the benefit. This will be news to a lot of salespeople in Japan, because they have never gotten beyond (a), the detail, the spec, the nitty gritty of their widget. After we have told the story of how wondrous things will be for them after purchasing our widget, we then ask the trial close question. It is not complicated and anyone can memorise it. Here it is, “how does that sound so far?”.
Bridge number six comes after the buyer answers our trial close with an objection. There has been a gap in our process located in the questioning component. We have not flushed out their concern and dealt with it already, so that is why it pops up here at this point. We ask why it is an issue for them and we keep asking if there are any other issues. We need to do this in order to know which key concern we need to answer. Once we have prioritised their concerns, we then give our answer to the major objection. We then ask, “does that deal with the issue for you?”. We do this to check we don’t have any residual resistance preventing them from giving us a “yes” answer when we ask again for the order. We just say, “shall we go ahead then?”, or “do you want to start this month or next month?” or “do you want the invoice sent to you by post or can we send it by email?”.
Bridge number seven comes after they say, “yes” they will buy. We must be very careful what we say next. We must bridge across to the delivery discussion of how and when they will receive their purchase. Under no circumstances keep selling at his point. Random things blurted out after receiving their “yes” may sidetrack them to a concern they hadn’t thought about. Or it may get them confused about whether now is the time to buy or should they wait until a bit later? Rather, get deep into the detail of the next steps immediately and stop selling.
Salespeople need to know the sales process and the glue that holds it all together. That is the mark of the professional and the path to sales success.
