Questions that Increase Sales

Questions that Increase Sales

One extremely important element of a successful business is the relationship you have with customers. In order to build that relationship, you need to connect with them on a somewhat personal level, and the best way to do that is by asking questions. Even more important, however, is learning how to ask the right questions. Asking effective questions leads to better relationships, which in turn leads to increased sales. Here are some suggestions for refining what types of questions you ask your prospects.

Ask questions that will give you insight into the person’s particular situation. Customers may already have an idea of what they need or want, but they may also require and even be in search of some guidance to help them find the best product or service to suit their circumstances. For example, a woman comes into your retail accessory shop looking for a new bag. “What do you like or dislike about your current bag? What role does your bag play in your typical day? What do you mainly use it for?” These are questions that get the person really thinking about his or her needs/wants, as well as talking about her life. Once you can get a prospect to share something personal, you have made a connection on which a relationship can be built. The more information you have, the better the chance you have of closing the sale.
Ask what problem needs solving. Remember that you are a solution-finder for your customers. Whether the person wants to satisfy a want or a need, there is most likely something missing in his or her life, however major or minor it may be. Once you find out this information, you can offer your expertise to present the customer with an option that solves the problem.
Ask for a commitment to meet. Depending on your type of business, it may be appropriate to schedule a follow-up meeting or phone call. Some people tend to be vague and give broad answers when asked when a good time would be to call. If the person says, “Any time is fine,” follow that up with, “Is Tuesday at 2 a good time?” Then confirm the day before if the meeting is scheduled a week or more in advance.
Ask for a referral. This doesn’t just mean asking customers who have actually patronized your business. Even if a prospect says no, if you are confident that you can truly be of service to someone else, take the initiative to ask for a referral. This will increase your network and your chances of landing more sales.
Ask them to elaborate on hesitations or concerns. Even the smallest of purchases comes with some level of risk. If a prospect says, “I’m just not sure I want this right now.” Ask the person to clarify what exactly is holding him or her back. When you have a high quality product or service, most times those fears can be alleviated with your honest word and strong guarantee, especially if you are extremely knowledgeable about what you are selling.

Remember, you have everything to gain and very little to lose by digging a little deeper and asking certain types of questions. What else can you add to our list? Please share your comments below!

Free e-book “Business Owner’s Road Map to Success.” It has over 50 pages of techniques for everything a small business owner needs to master, from business planning and ethical selling to a success mindset. It’s all there and it’s free for you. To get it, just “Like” our Facebook Page here: http://on.fb.me/KsIN6P Pass it on!

Blog

Common Sense Business Tips

If you’re thinking of starting your own business, or even if you already are an entrepreneur, there are certain common sense business practices that apply to any industry. Check out the following list to see how many you currently incorporate into yours.

Keep accurate records. This includes not only records of transactions, but also receipts from purchases, invoices for services performed or products sold, and all tax documents. You can choose to keep hard copies, electronic copies, or a combination of both. However, don’t forget to have a backup somewhere for anything electronic. The more accurate and organized your records are, the easier it will be to correct a problem if or when it arises.
Organize your desk/office. Wherever your main workspace is, it should be well-kept area; a cluttered, disorganized area will inhibit your productivity. Even worse, you may be unable to locate an important document or product you need when you actually need it.
Treat customers and employees/colleagues with respect. You’re bound to encounter difficult situations involving the people with whom you do business. The way you handle such issues speaks a lot about your character and business ethic. Sometimes problems cannot be avoided, but handling them calmly, professionally, and respectfully will help you maintain relationships that are important to your business.
Create a budget and stick to it. Even when you’re doing well and money is rolling in, it is important to be frugal whenever and wherever you can. Actually put your budget in writing, and revisit it frequently to see where changes need to be made so you can adjust accordingly based on your business’s evolving needs.
Cut down on the multitasking. It’s inevitable that there has to be some level of multitasking involved in being a small business owner. However, don’t make it the norm. Start and finish one task at a time to prevent you from losing your train of thought and forgetting important details. Practice the self-discipline it takes to complete one task at a time and do it well.
Seek help, advice, and education. Identify some industry experts and read their materials, take their workshops, subscribe to their blogs, etc. There are countless successful entrepreneurs who have come before you; use their experiences to continually learn about how to run and grow your business.
Have a positive outlook; expect challenges. Of course, you want to maintain a positive attitude about your business. That is why you should always challenge yourself to be the best that you can be, but at the same time, be prepare for the challenges that may arise. For example, before sinking every last dime into that new marketing plan, figure out what you would do if it falls flat. Being financially and emotionally prepared will help you move past any setbacks.
Get involved in the community. Connecting with other businesses and organizations within your community is extremely beneficial. It shows that you are vested in the best interests of the community and that you have something valuable to contribute. Furthermore, it is a great way to network and meet the very people you hope to do business with. Get in touch with your local chamber of commerce for ideas about how to get involved and who to contact.

How many have you implemented? What other common sense business tips do you think need to be added to our list? Please share your ideas below!

Blog

DSEF & CBBB: To Pin or Not to Pin: Four Ways to Boost Your Social Media Presence

Today’s highlighted blog post from the Council on Better Business Bureaus (CBBB):

To Pin or Not to Pin: Four Ways to Boost Your Social Media Presence

By Lance Trebesch

Pinterest is one of the fastest growing social media sites. What’s so great about it? It can help promote your business and services for free. Unlike other social networks, Pinterest has a reputation for sincerity. Sarcasm, irony, and disdain are largely absent from the collections of images that users think are wonderful. Here’s the lowdown on what Pinterest can do.

Follow the Leader
Pinterest lets you follow people, and allows them to follow you back, but instead of following verbal status updates, Pinterest follows images you find interesting.

You can pin images or items onto boards—anything from nail polish colors to pizza to blog articles—to form collections with common themes. If you want input, just change the board setting to allow others to contribute.

Pin Us Together
Not only does Pinterest tell you exactly how to add a “Follow” button on your website (so people can follow you on Pinterest), they also make it very simple to add a “Pin it” button as well. This means Pinterest users can Pin your work to their boards, translating to free exposure.

If you have items for sale, add a price tag to an image and Pin it to your board. It’s like a free online catalog.

4 Ways to Promote with Pinterest

· Diversify your Pins: The more diverse your pins are, the more viewers you attract, opening up the demographics beyond your business’s current parameters.

· Combine Business & Personal: Don’t just Pin images directly related to your business: you’ll limit the range of users you can reach. Do Pin images and items that appeal to you. Pinterest interviewed one small business owner who connected to others with similar interests by sharing pins, enabling her to launch the business of her dreams.

· Pin Often: The Internet provides an endless source of images, so you can keep pinning. Pinterest had 103 million hits in February 2012 alone, which means you’ll have the opportunity to connect with a high number of users.

· Repin Even More Often: Repinning is a quick and easy way to affirm others’ interests and connect them to your own. Repin images from within the Pinterest site to actively engage with others, and watch your following increase.

DSEF and Council on Better Business Bureaus (CBBB) fosters honest and responsive relationships between businesses and consumers—instilling consumer confidence and advancing a trustworthy marketplace for all.

About the Better Business Bureaus
As the leader in advancing marketplace trust, Better Business Bureau is an unbiased non-profit organization that sets and upholds high standards for fair and honest business behavior. Every year, more than 87 million consumers rely on BBB Business Reviews® and BBB Wise Giving Reports® to help them find trustworthy businesses and charities across North America. Visitwww.bbb.org/us for more information.

Blog

Effective Customer Profile to Generate Reorders

Effective Customer Profile to Generate Reorders

In the sales industry, the ability to close a sale is super important for any owner of a thriving business. However, it doesn’t end there. Generating reorders from your customers is as important as (or even more important than) the initial sale. Neglecting your reorder business can leave a significant amount of money on the table.

So how do you encourage reorders? It starts with a customer profile.

Creating a customer profile. As you work with each customer, create a written or electronic customer profile card that lists important information that will improve your follow-up. Here’s a basic and simple format:

Individual customer profile:

Products/services that interest the customer
Possible duration for reorder
Special dates and occasions
Preference for contact (phone, email, in-person, etc.)
Other unique/special traits

Create a profile of a customer who continually comes back to reorder over a long period of time. What is it about this prospect that makes the person a regular customer? What wants and needs are being met by you, your product/service, or your relationship that inspires such loyalty? By answering these questions, you have a better idea about what might inspire such loyalty in other customers. Note these on the customer profile.
Strategize your marketing methods with the effective customer profile in mind. In all types of retail, there is an oversaturation of promotions for new customers only. You can help generate reorders with a marketing strategy that encourages past customers to patronize your business again. Once you really pinpoint the wants and needs of your customers, you can tailor your marketing directly to them. A special shopping pass that provides advance access to new products could draw in previous customers, especially if those new products are an improvement upon or an extension of those they already use and love.
Use customers’ purchase histories to understand their wants and needs. Consider what the customer has already purchased as well as what he/she showed interest in, but may not have bought. For example, let’s say a young woman buys a face cleanser, and as she is paying asks about the anti-aging nighttime cream but does not buy it. The exchange between you and her may only last a minute or two, but valuable information can be gained by it and should be noted on the customer profile. It’s obvious that she cares about maintaining healthy skin, and you know that she will love your facial cleansing product. Because she asked about the anti-aging product, it is clear that she does have some concern over whether or not this is something she should start using. A great way to handle a situation like this is to make a follow-up call a few days after purchase to find out how she likes the cleanser and to give her some more information about the anti-aging cream or other similar products that might complement her nighttime skin care routine. You’ve now shown her that you care about her satisfaction and are there to further meet her future wants and needs. Such customer care and personalized information will keep that person coming back.
Invest in your customers so they will invest in you. There are many ways to invest in your customers, and it doesn’t always have to mean cutting into your profits. Do not disregard the value of offering a free sample; making it low-risk to try your products/services can be very effective for turning a one-time customer into a regular. However, you should also be investing your time in things like frequent follow-ups and workshops or product demos. Anything that fosters a good relationship with your customer will be good for your business.

How have you used customer profiles to bring in reorders? Please share your tips with us in the comments section!

Blog

How to Surround Yourself with Success

How to Surround Yourself with Success

Have you ever been sitting next to someone, and they suddenly yawn? What happens next? You also find the need to yawn. It’s a strange phenomenon, but it applies to the way we are influenced by those around us. People who are positive, upbeat, ambitious, and persistent can be wonderful inspirations because those desirable qualities rub off on us. Therefore, it is important to reflect a bit on the people with whom you associate and decide if they are having a good influence on you or not. Read on for some suggestions about how to surround yourself with success.

Identify the three major business relationships you have. Ask yourself questions such as, “Why does this relationship exist?” and “How is each of us benefitting from the relationship?” Also identify what characteristics of these people are either boosters or detractors. Do they help you succeed and meet your business goals? If the answer is no, then consider forming new professional relationships with successful people that you can bring to the forefront of your inner circle.
Learn from the negative. No matter what industry you’re in, there are going to be a number of negative people and/or situations (think Eeyore). Instead of letting this negativity bog you down and keep you from doing your absolute best, use it to learn what NOT to do and bolster yourself onto your own successful path (think Tigger). Mind over matter is really important here because sometimes it’s difficult, if not impossible, to avoid being around some level of negativity. However, you can control how you handle it and what your attitude is going to be. Will you be an Eeyore or a Tigger? The choice is yours.
You don’t have to actually know successful people to learn from them. If you are just starting out in your business and have yet to form these ideal relationships, then use resources that are available to you that can reinforce positive and inspiring messages regularly. Find some successful industry experts that you can aspire to be like; read their books, attend their seminars, follow them on Twitter, etc. Take what they can offer you about success in business and apply those things to your own situation.
Pay it forward. Maybe those around you who seem negative just need someone to inspire them. Don’t be afraid to be that person. For example, it’s a proven fact that people who are trying to lose weight are more successful when they do so with a friend; they might exercise together, plan meals together, or even just drop each other an encouraging email every week. The same goes for your business relationships. Your determination to be successful can certainly influence someone else in a positive way if you exude your optimism and drive in all that you do.

Surrounding yourself with success, like many other aspects of business ownership, can be a challenge. However, it is an important one to take on because your attitude is a key indicator of your success. What are some ways that you surround yourself with success? We’d love to hear from you in the comments section below!

Blog

How to Handle Objections and Rejections

How to Handle Objections and Rejections

Even for the most positive and optimistic person, continuous rejections can begin to wear one down. However, success cannot and does not happen without obstacles and setbacks. By modifying your mindset, you will be able to handle objections and rejections, natural parts of being a business owner, with professionalism and grace.

Don’t take it personally. There could be many reasons why someone said no, possibly none of which have anything to do with you. Perhaps a client could no longer afford your services, or maybe has too many other obligations and can’t commit to your proposed joint venture. When somebody tells you no, take yourself out of the equation and reflect upon how your request may not meet the person’s needs.
Focus only on what you can control. It’s easy to lose self-confidence when being rejected, but it’s important to remember that you are in control of your own path. You cannot control the behavior of others, only yourself. So empower yourself by focusing on the elements of your situation that you can change.
Accept rejection as a learning experience. Even the most successful people in the world, in all fields of work, struggled with any number of setbacks along the way. The difference is that successful people take those setbacks and learn from them in a positive way. If possible and appropriate, ask for feedback in the form of constructive criticism when faced with a rejection or objection. Apply this information to your next attempt, and you will save yourself the headache of making the same mistakes over and over again. Additionally, the more you learn from one rejection, the better prepared you’ll be to possibly avoid it next time.
Don’t let rejection make you afraid to even ask. When you flip a coin, the chance of it landing on heads or tails is always 50/50, no matter what. Even if it lands on heads 20 times in a row, that next toss still has the same odds. This same principle can be applied to your business. Just because someone said no doesn’t mean that the next person won’t say yes. Persistence is an essential characteristic of a small business owner, so keep plugging along and you’ll eventually get the answer you’re looking for.
Professionalism pays off. When handling rejection, conduct yourself with a visible level of professionalism and grace. Express your gratitude that the person took the time to speak with you and your desire to work with them sometime soon. A positive attitude will give others a good perception of you, which may mean future business with them. You may not have closed the deal this time, but it’s very possible that they will be in need of your product/service at some point, and if you’ve left them with a good impression, they won’t hesitate to contact you when the time comes.

The most crucial part of handling objections and rejections is to look at them as positive learning experiences that allow you to grow your business and professional relationships. By using the experience of rejection to your advantage, you will be on your way to success. How do you deal with rejections? Please share with us in the comments section below!

Blog

Fixing Your Marketing as Simple as 1-2-3

If you’ve ever seen the 1989 film Field of Dreams, you are familiar with the phrase, “If you build it, they will come.” Fortunately for Kevin Costner’s leading character, that was true. However, that isn’t exactly the case for small business owners. Customers won’t just find you; you have to market to them. The best thing we can do for our business is to learn from the mistakes of others, and then make better choices. Here are the most common marketing mistakes and how to fix them.

Underestimating the power of research – Think you’ve got that million dollar idea for a product or service? Well before you invest significant amounts of money into such an idea, it is of utmost importance to do some serious market research and test your product/service with a real customer base.
Overestimating the power of research – Although this may seem contradictory to the previous statement, it is crucial to remember that emotions play a large part in customers’ decisions. Yes, most consumers do their own research and respond well to the facts, but their emotions guide those decisions even more than they may realize, so connect with them on that level. Keep this in mind when creating a marketing plan.
Ignoring the tried and true – As entrepreneurs, we want to be innovative with not only our products, but also our marketing strategies. In your quest for originality, don’t spend too much time re-inventing the wheel. Instead, familiarize yourself with existing tactics that have been successful for others. Use these as the basis for your marketing techniques, and put your own twist on them so they are tailored to your particular business.
Fixing what isn’t broken – Your hard work and preparation have paid off, and you are enjoying a very successful promotion that you created yourself. In fact, you’ve been reaping the rewards of this promotion for nearly a year. It’s about time you switched it up and tried a different promotion right? Wrong! Just because you may be getting tired of it, don’t forget that an untapped market and new customers are discovering it for the first time. If you really feel the need to try something different, keep what you have while testing out your new idea. This way, you won’t lose out on time and profits if the results are less than satisfactory.
Lack of patience – Think of a memorable commercial you’ve recently seen. Did it make you literally jump off your couch and head to the store for that product? Probably not. Remember that customers don’t act quickly. When implementing a marketing strategy, patience is a virtue. Give it some time to reach an audience and produce results. Only then will you be able to tell if it is effective or not.
Casting too wide a net – You’ll never be able to be everything to everybody, so trying to be will only be a waste of time and money. Figure out who your ideal customer is and focus on your target market. By concentrating on a smaller niche, you will be able to satisfy unmet needs and wants of those customers.

Since marketing is such a subjective aspect of your business, it can be complicated and overwhelming. Avoiding common pitfalls will save you time and help grow your business. What else can you add to our list?

Blog

Use Scripts to Increase Your Business

If you’ve ever been to the theatre to see a play, you probably have a good idea why actors stick to the script. The story is already laid out, the characters are already developed, and everything is organized in a way that the audience can understand and enjoy. Sure, unforeseen circumstances happen and sometimes the actors have to ad lib, but for the most part, everyone on stage has a clear plan as to what needs to be done. The same concept can be applied to direct sales and small businesses. Here are some ways in which you can use scripts to in a variety of situations and grow your business.

Situations Fit For a Script

Informal conversation – How many times have you found yourself talking to a stranger, an acquaintance, or even family member who asks about what you do for a living? Instead of letting this possibly golden opportunity go to waste, prepare a concise description of your business that is not only brief and informational, but also may prompt further questions and interest from others.
Follow-up calls – When calling customers to follow up on a transaction, you need to be prepared for both positive and negative feedback and questions. Having a few responses planned that will help solve a problem or lead to a future purchase will solidify your relationships with customers.
Collecting money – Possibly one of the most difficult aspects of being a business owner is having to be your own Accounts Receivable Department. It can be uncomfortable to ask others for money, even when it is rightly owed to you. Depending on the situation, a script can be extremely helpful for staying professional while getting to the point and being direct.

How to Use a Script

Map out your ideal conversation. Whether you’re meeting a potential customer for the first time or introducing a new product to a longtime client, actually write out how you would want the conversation to happen. Chances are slim that things will play out this way in reality, but having a goal to reach will help you navigate any obstacles that pop up when speaking with clients and colleagues.
Identify potential pitfalls. You know this magical ideal conversation won’t exactly be the one that is actually taking place, so identify where and how it might go astray. Consider using a flow chart format for anticipating responses from the person to whom you are speaking and how to handle those responses. Don’t be afraid to get creative and tailor it to fit your situation; for example, color coding a flow chart or using post-it flags to help you find what you’re looking for in a pinch can make a script more efficient.
Rehearse! Of course, you don’t want what you’re saying to sound scripted and/or rehearsed, but you do need to be well-prepared in order to be confident and exude competence to your customers. Practice what you want to say in front of the mirror, with another person, or even on a voice recorder. (Listening to yourself will enable you to analyze your tone of voice and how others may perceive you.) The more prepared you are, the more comfortable you will feel, and the more successful you can become.

Using scripts to help you in networking, customer relations, and other business situations can be a real asset to your business. How have you incorporated scripts in order to grow your business? Please share with us in the comments section below!

Blog

Sell What Customers Need

You may have an outstanding product line. It has amazing features and benefits. You’re in love with it. But if a customer doesn’t understand how your product meets her needs and wants, then you won’t make any sales. It’s that simple.

So how do you make sure a customer understands how your product meets her needs? It’s all about focusing on a customers needs and wants.

Ask questions. Don’t begin any customer interaction with a sales pitch. A sales pitch is about you. But until a customer knows that you understand him, your sales pitch won’t resonate.
Match benefits to needs and wants. Once you understand what motivates someone, you are much more prepared to offer an effective sales presentation. Focus on the features and benefits of your product that match what the customer has told you about what he needs and wants, and your presentation will be a lot more successful. You can do this even in a party setting. Begin the presentation by asking questions of the guests…what they do, what their concerns are…and probe those areas that you know your product can help. Then, when you’re sharing products you can focus on those specific benefits of your product line.
Listen online. Social networks can provide a tremendous amount of information. Before meeting with a customer, check out her profile online on sites like Facebook. Zero in on what she talks about, what bothers her, what she loves. Include those elements in your face to face presentation and you’ll find you have better results.

Even though you may think it takes more time to learn about a customer before offering your products, you will find it actually saves you time, because you only need to highlight the features and benefits that meet the needs of that particular customer. So be sure to understand your product line intimately, so you’re prepared to offer those features and benefits that best meet a customer’s needs.

How do you find out what a customer needs? What questions do you ask? Please share your thoughts in the comments below!

Blog

Top Ten Small Business Pitfalls

Did you ever hear the phrase, “Hindsight is 20/20.”? It’s easy to look back on our mistakes and identify what went wrong after the fact. It is of utmost importance to avoid common pitfalls made by millions of others before you. By learning from their mistakes, you can make smart decisions for your business and enjoy making your entrepreneurial dreams come true. Here are the top ten pitfalls to avoid in your business and how to avoid them:

Failure to educate yourself before you begin – There is so much that goes into owning a business that goes beyond knowing your industry. Small business ownership is a marathon, not a sprint, so stamina is the key. Since you will most likely be watching your pennies, take advantage of free resources, like those provided by the Small Business Administration .
A non-existent or hastily written business plan – Believe it or not, too many people start up businesses without a plan. Don’t worry; you don’t need an MBA degree to write up a business plan. An effective business plan should include a description of your business; information about your industry, competitors, suppliers, and target demographic; a marketing strategy; and finances.
Spending money unnecessarily – To control startup costs, consider the following: leasing any equipment you may need instead of buying, buying supplies second hand, purchasing a minimal amount of inventory to avoid overstocking, and dealing in cash as often as possible.
Not collecting payments promptly – Remember, you are held to a tight standard in having to pay your own creditors; hold your customers to the same standard. Always provide an invoice no matter how small the amount, follow up when necessary, and don’t be afraid to implement a cash upfront policy for delinquent accounts.
Forgetting to plan for a rainy day – So your efforts are paying off; inventory is flying off the shelves, you’re teeming with new customers, and profits are way up. Enjoy it of course, but don’t forget to save some of that hard earned cash for an unforeseen setback. Just like the overall economy, certain industries experiences cycles of good times and bad. Your business will be able to survive the hard times if you put away some money and have a contingency plan for if things suddenly go south.
Getting set in your ways – Even the most successful business owners can have a difficult time adjusting to new trends in the industry. Keep abreast of any changes, including innovative new products/services, a shift in customer needs/wants, price points, marketing techniques, and technology. Chances are that your customers are aware of what’s new, so don’t get left in the dark.
Doing it all yourself – If you have employees, trust in their abilities and delegate responsibilities. Trying to meet every obligation on your own and micromanaging are both recipes for burnout and disaster. Empower your staff by handing over certain tasks and projects; you’ll also find that they will become more invested in the success of your business when they know they are an important part of it.
Inability to step away – Once you have established your business, you should make decisions that allow it to run smoothly without you once in awhile. There will be times when you need to take a few days off for personal obligations, and let’s face it: who doesn’t need a vacation every now and then?
Poor marketing – From traditional marketing methods to those of the 21^st century, there are more ways to market your business than ever before. As with anything else in your business, do your research to decide what is best. It might be a good idea to only focus on one or two methods at first, such as targeted direct mail campaigns and an effective website. Collect information about what is working and adjust your marketing efforts accordingly.
Lack of discipline – This is especially important if you have a home-based business. Our households are rife with distractions such as laundry, cleaning, a ringing phone, and even our own children. These things take time away from your business, which in turn takes money out of your pocket. Create a strict schedule for yourself and stick to it, make a list of what needs to be done and when, and minimize needless distractions.

What pitfalls have you encountered in your business? Please share your problems and solutions with us in the comments section below!