WHATCHOO BUYING THAT THING FOR?

There are two ways of increasing the size of a particular order.

  1. INCREASING QUANTITIES (this is usually based on volume discounts)
  2. SELLING ADDITIONAL ITEMS

The second item is much easier than it seems  but a lot of folks do it wrong which results in the impression that it’s difficult.  This is human nature. If you try something and it doesn’t achieve the desired results, it must be an ineffective strategy.

In addition to being more effective, doing this right way demonstrates to the customer that you really are interested in him.  Remember the core principle of selling organically is to care about the customer.

Below are two scenarios – the first represents the most common method of cross selling.  The second represents the right way to do it.

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SCENARIO #1:  CUT AND RUN – YOU’VE GOT THE ORDER SO QUIT BEFORE HE CHANGES HIS MIND

SLS PERSON: “Great, I’ll put the order in right away for those 12 yards of orange knitting wool.  Will you also be needing any needles or perhaps a bag to keep your knitting project in?”

CUSTOMER:  “No thanks.  I’m good.  When will you be able to ship the yarn?”

SLS PERSON: “It will go out tomorrow and you’ll have it in a couple of days.”

CUSTOMER: “Great.

SLS PERSON:  Thanks so much for your order – please call me again next time you need some yarn.”

___________________________________________________________________________________________________________________

SCENARIO #2:   TAKING AN INTEREST IN THE CUSTOMER

SLS PERSON: “Great, I’ll put the order in right away for those 12 yards of orange knitting wool. So tell me, what will you be using the yarn for?”

CUSTOMER: “Well actually we’re making some posters. We’ll be outlining letters and gluing the yarn on top so that the words will have a 3-D effect.

SLS PERSON: “What a cool idea.  You know we also sell different colors of poster board as well as glue”

CUSTOMER ” Oh – I didn’t know that.  What kind of glue would you recommend?”

__________________________________________________________________________________________

See the difference.  In the first case, the sales person assumed he knew why the customer wanted the product.  In the second place he took a novel approach – he asked the big question: “Whatchoo You Buying That For”?

Remember  – if you express a sincere interest in the customer – beyond what he wants to buy – you will ALWAYS sell more stuff and make more money while simultaneously doing the right thing for the customer.

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Posted on August 1, 2010, in Customer Service, Inbound Sales, Inside Sales, Sales and tagged , , , , , , . Bookmark the permalink. Leave a comment.

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