Improve Your Face-To-Face Sales Skills: 7 Sales Techniques For B2C Sales | Jak Longworth | Skillshare

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Improve Your Face-To-Face Sales Skills: 7 Sales Techniques For B2C Sales

teacher avatar Jak Longworth

Watch this class and thousands more

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Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Watch this class and thousands more

Get unlimited access to every class
Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Lessons in This Class

7 Lessons (21m)
    • 1. Identifying Your Customers Needs

      2:56
    • 2. Turn Features Into Emotional Benefits

      2:58
    • 3. Selling With Stories

      2:59
    • 4. 3 Ways To Build Rapport

      2:57
    • 5. 3 Ways To Close Your Sale

      2:49
    • 6. Up Selling, Cross Selling and Add Ons

      2:59
    • 7. Handling Objections From Customers

      2:54
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About This Class

Hi and welcome to the How To Sell In Person: 7 Sales Techniques For Face-To-Face Sales Class

This class includes videos on:

  • Identifying¬†Your Customers Needs

  • Turn Features Into Emotional Benefits
  • 3 Tips On Building Rapport

  • Selling With Stories
  • 3 Ways To Close Your Sale

  • Up Selling, Cross Selling and Add Ons
  • Handling Objections To Your Sale

Whether you are a sales agent working for a company, have your own business there will be plenty of useful insights for you to take away

The class doesn’t have to be watched from start to finish, you can use it like a buffet, pick and choose which videos you want to watch and in which order you want to watch them in, as each 3 minute lecture covers its own sales techniques

I understand how important your time really is, for this reason, in my classes, I aim to provide you with as much value as possible, in the shortest time.

I do this by making sure each one of my videos are concise, to the point, and are all no longer than 3 minutes

I try to include only the most valuable, key information you need to know about each topic and to get rid of any unnecessary, time-wasting fluff

Thanks for your interest in this nuggets sales course and I hope we provide you with some great insights and knowledge

See you in the class :)

Meet Your Teacher

Hello, I'm Jak.

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Transcripts

1. Identifying Your Customers Needs: In this section, we're going to look at how we can identify our customers needs. One mistake some sales agents make is thinking that they know what's best for the customer. They tried pitching them and selling them products before first asking them what they actually want or what they actually need. Imagine a sales agent works at a TV star called TV land. It has the biggest and the best ultimate TV in the stall. It has the widest screen, the highest resolution, and the best sound quality. Three different customers then walk into TV land and the sales agent thinks this is my time to shine. You then pitches this product to all three sales agents. Hi, welcome to TV land. You've come to the right place. Step this way. I have just the TV for you. It has the widest TV, the highest resolution, and the best sound quality on the market. However, each time none of the customers buy anything and wall kinds of TV land. All three customers then go next door to TVs for us. And the sales agent at TVs for us. As each customer, Hi, welcome to TVs or us, what kind of TV are you looking for today? It turns out that this customer just wanted a small lightweight TV that they could put on the wall in the firm. And customer wants at a cheap, durable TV with a sturdy standard that you can then put in the kids play area. And the third customer just wanted a DVD player, TVs for you. Sales went up that day as the sales agent found out the customers wants and needs before pitching a product. A great way to do this is to use three different types of questions. Opening questions at the top, then narrowing questions coming down, and then finally, confirming questions. The first question should be an open question where the customer can expand on what they need and what they want. So you can better narrow down the choices and bind them the best product. So it doesn't include a yes or no answer, such general open question. For example, what kind of TV are you looking for today? This will give you a better understanding of what the customer wants in their own words, then you can ask the narrowing questions being a little more specific. For example, if the customer wanted a small TV, you can ask them if they want a 30-inch TV or less. You can keep asking these narrowing questions until you find the best product for your customer. And once you find the most suitable product, you can ask the confirming questions. Are you happy that this TV meets all your needs and then confirm the sale? These questions act like a funnel. They start off very broad at the top, then you narrow them down until you find the most suitable product for your customer. By using this method, the customers will feel more understood and that you have met their needs better. This will also reduce potential Objections further down the line. They can't say that the TV is not the right size. If they asked for thirteenths TV and you provide them with a 13 inch TV. Key points to remember, find out the customers needs and wants by using three types of questions. Opening questions, narrowing questions, and then finally confirming questions. 2. Turn Features Into Emotional Benefits: In this section, we're going to look at how we can use the features and benefits of a product to sell the product. Features of facts about the products. And the benefit is what's in it for the customer. Why should they buy it? For example, a feature on a phone could be that it has a 10 megapixel camera. A benefit would be that it has high picture quality. The ten megapixel cameras that feature and the high picture quality is the benefit. The benefit of the camera taking high quality pictures is great. But we want to try and tap into the emotional side of the customer. So using something along the lines all take pictures like professional would do better. As the coasts mundane can imagine themselves taking actual like a professional. It's a lot easier for them to get emotionally invested in that line, then just high picture quality. So that being said, we want to turn features into emotional benefits. Benefits that customers can imagine themselves doing. It's often not just enough to solely by your products to make yourself feel good and take professional looking photographs. People generally justify the choice with logic. So they'll also say, well, this camera has a higher megapixel then the other one I was looking out. So this one must be the obvious choice. So when speaking with the customer, we want to include both the feature and the emotional benefit when selling products. So the combined with emotion and then just if I would the logic. So apologies if I've got this name wrong. Well, there's a study done by Harvard professor called Ellen Langer thought that shows the power of the word because and giving a reason. In this study, there was a line of people waiting to use a copy machine and then so on to try and put into the line with a question or an excuse. The first question that was used was, excuse me, I have five pages. May I use the copy machine was 60% of people who responded positively and said Yes. Question tested was, excuse me, I have five pages. May I use the copy machine because I'm in a rush. What 94% of people said yes and agreed interests limit, they tested a third question, and this was excuse me, I have five pages. May I use the copy machine? Because I have to make copies. Now, even though it wasn't an urgent excuse, it was still a positive response rates of 93 percent. And this shows just by justifying and given a reason for what you want to do, increases the likeliness of you getting a positive response. Tried to link the features and the benefits with the words because all which means when selling products to a customer to increase the chances of a positive response. For example, with this camera, you can take pictures like a professional because it has a 10 megapixel camera, is standard. Key points to remember. People buy with emotion and justify with logic. Include both the logical feature and the emotional benefit when describing a product to a customer to increase the likeliness of them, giving you a positive response. 3. Selling With Stories: In this section, we're going to look at how storytelling can improve our sales. Rob Walker and Joshua Glenn introduced the significant objects projects. They bought 200 objects from thrift stores and charity shops. They then contacted 200 office and assigned an object to each offer to write a short story about it. They then plus the new objects along with the new short stories. While auction on eBay. The 200 objects were originally bought from thrift stores and charity shops for a total of $260. They would then also sold on eBay with new stories attached for a total of $7,600, a total increase in value of 2700%. The highest selling objects was a small Russia and figure that they originally bought fall $3 and then it's sold on EBIT with the short story for a $193, you can see all the other objects and all the other stories. Significant objects.com. We can use stories to help sell our products by getting the customer more emotionally invested in painting a picture in their mind that they can relate to. There are different ways that we can tell customers stories. One way as the previous example is telling stories about the products, its history, how it came about, and its background. For example, one way of doing this is if you have your own website, having an About Us page or a brand story page can help customers get more invested in your brand and your products. You can also use your own personal stories and experiences with products or services that you can tell customers. During this, you can come across more confident and genuine when telling stories about your self that you've already experienced. Another way is to use stories from other customers. I could do this from a customer telling you directly from themselves a story about the product or service. Or if they've left a testimonial or review about the product, you can also use this. This can also bring with it a little more truth as it's coming from the customer's point of view and eliminates any kind of bias from yourself trying to sell the products. In other ways, people often by-products because of the stories that they can tell other people. They can then become the storyteller. Their experiences with the products. For example, people can buy a 3D TV ball. Obviously the experience that they're going to get at home watching the TV. But also for the stories that they can tell the family and friends about their experiences with the 3D TV. Giving people a story about a product already shows the customer that this is a product that YouTube can tell stories about. Key points to remember. Use stories to get customers more emotionally invested in your products. You can use different types of stories to tell customers, such as a story about the product itself. A story about your own personal experience with the product are stories about customers that have previously used the products. 4. 3 Ways To Build Rapport : In this section, we're going to look at three different tips on how to build rapport with your customers. When working with customers face-to-face, you first have to sell yourself before you can then sell your products. People buy from people that they like. Now it's not possible to include everything on building rapport in this course as the topic is too wide for itself. But I did want to include these three top tips in this course as I do think they are important. These are matching and mirroring, finding common ground and remembering and using names. Firstly, matching and mirroring people like people who are like themselves. One way to get people to like you by being like them is a technique called matching and mirroring. This is why you subtly mirror somebody's body language, tone and even the words that they say effectively, if we want to be like a chameleon and adapt to each customer by mirroring their mannerisms. Imagine if a customer came into a stall and that was stood upright with a big smile on their face, hands on the hips. And they noted when this bulk YouTube can have a big smile on your face. Put your hands on your hip, stand upright and NADH, when you speak as well. So consciously as you mirror the mannerisms, they'll slowly start to warm to you as you show a similar traits to then know the key word in this is, don't make it too obvious or they're going to think you're not. So another technique is trying to find common ground with the customer. Again, people like people who are similar to themselves. If you can find something that you have in common with the customer, building rapport with them will become a lot easier. Be aware of things. You may notice things well, you may have common ground and if the opportunity arises, use it. An easy place to start is the industry that you're in. If you work in a sports star and a customer comes into by sports equipment, try and find some common ground in spokes. And it can also be something outside of your industry. If you notice this one has the same kind of CO2. You highlight this common ground and use it to your advantage where possible. We also want to remember and use names as the book How to Win Friends and Influence People by, Dale Carnegie suggests a person's name to that person is the sweetest most important sound. Here is one simple way to help you remember somebody's name. When someone tells you their name, simply repeats it back to them. High voltage your name, my name is Tom. Nice to meet you, Tom. This will make your Firstly have to pay attention to the other person's name and then the act of actually saying it out loud will embed it into your head that little bit more. Repeat the name back to them in general conversation to show that person that you have remembered them and they are important to you. Key points to remember, people buy from people that they like and people like people who are similar to themselves, subtly Maren a person's mannerisms and finding common ground or two really good ways to get people to like you by being similar to them. People love hearing their own name, pay attention when being introduced to somebody and then repeat it back to them to embed it in your head a little more. Use the name in conversation to show that you have remembered the name and that person is important to you. 5. 3 Ways To Close Your Sale: All right, So in this section we're going to talk about closing sales. The closes the moment you ask the customer to go ahead with the sale, so you're effectively closing the deal. There are many different closing techniques and of which I'm going to talk about my favorite three. But first, the main point in this section is not about what kind of Causes to do, but it's how to do your closes, which I think is more valuable. There is something called psychological reactants. This is basically when we feel pressured to do something, we tend to go in the opposite direction, even if it's pressure towards a thing that we actually want to do, we still tend to want to go in the opposite direction. People like to feel like they are making their own decisions. So when using these closing techniques, you want to phrase them and work them in a way where the customer feels that they are making their own decision and that you are doing them a favor and you're actually helping them rather than just trying to get the sale. We will now look at three different types of closing techniques. The summary close, the assumptive close, and the now on never close. Summary close is where you list all the features and benefits of the product before you actually confirm with the customer to go ahead with the sale. For example, you can say to a customer, you had the most up-to-date model with the new sleek design, you have 20 hours of battery life, which makes it the longer usage, and a processor that works twice as fast than your current one, making it a lot easier and a lot faster to work. This will highlight to the customer everything they can have if the buy these products. And hopefully it'll make them feel like they don't want to lose out on these benefits if they didn't buy the products. The assumptive close is instead of asking the customer to confirm the sale with a yes or no answer, assume the customer already wants to buy the product and give them a confirming question that doesn't give them knows an option. For example, instead of asking the customer, would you like me to place this all default unite, which has a yes or no option. You ask a question. The RD assumes the customer wants to buy the product that doesn't have no as an option. For example, we can either take cash all COD for the payment, which is your preference. The two options all cash or COD. It just makes it a little bit harder for the customer to give you an objection and say no, then no, I'll never close is similar to discuss the two that we've discussed in a previous section. This is where you'd give the customer a one-off discount or free added extra only if they bought the product. For example, to make the deal better, if you buy today, I can give you an extra 20 percent off. So key points to remember that a close is when you get confirmation of the customer to go ahead with the sale, try using these three techniques to help you get the clothes, the summary close, the assumptive close and the now will never close. Well, remember, try not to be pushy when you're trying these closes make the customer feel like they're making their own decision and that you are trying to help them. 6. Up Selling, Cross Selling and Add Ons: In this section we're going to look at Watts up-selling, cross-selling and add-ons are in sales. I've included these three techniques in the same section as they are very similar and used in the same way. This is a sales technique used when a customer is already made the decision to buy a product but has not yet completed the transaction. Hope selling is offering a customer an upgraded version or a better version of the product that they already want to buy. An add-on is offering additional products that they can add onto the current product that they already have to improve it. Cross-selling is offering the customer another similar product to walk, the one that they already have. For example, if a customer walks into your store, tensor by the new nuggets and Fontan with a 100 gig storage. And up-sell would be to convince the customer to buy the enfant 10 with 200 gigabytes storage, as this would be an upgraded version of the product they already want to buy. An add-on would be offering a customer a phone case or insurance on the phone as these would be added to the product that they already want to buy. Cross-selling, we'll be offering the customer a camera or headphones as these as similar products that the customer may also be interested in. All of these are designed for the customer to spend more money and to increase your profit margins. At this point, the customers already made the decision to buy. So offering them extras will make it a lot easier for the customer to say yes, especially at the products that you are offering. Cheaper and costs less than the actual product they want to buy. For example, a common trend adult may be from the customer that I'm already spending a $100 on the end form ten with a 100 gigs storage, only faulty dollars mall for double storage on the phone case is only $10. And if I dropped, it would cost me a lot more. Hopefully then the customer will feel like they've got a great deal. And the sales agent would have convinced you from spending a $100 to increase it to a $150. So where possible, see if there's any ways that you can add extra value for your customers when selling products. Now the main thing is to make sure that you are asking the question. Some sales agents feel uneasy asking the questions in the risks that it may put the customer off the original purchase that they want to buy. Tried to look at it, that you're adding extra value to the customer and you're actually doing them a favor, wouldn't you want to know if there's any extras available when he was buying a product. For example, if you're in the process of selling sunglasses, offer some glasses case as well. If you are selling running shoes, offer a water bottle as well. And if you're selling a laptop, why not offer a mouse and a most part 2. So key points to remember, up-selling, cross-selling an add-ons are all sales techniques where you add extra value to a customer once they've already made the decision to buy. But you're not yet completed the purchase. Make sure you ask the question and make it sound like you're adding extra value for them and that you're doing them a favor by offering these extra products. 7. Handling Objections From Customers: In this section, we're going to look at a few ways of dealing with objections from customers. And objection is when a customer presents a concern or an issue with why they do not want survive the products? Objection. Handling is why in sales agents tried to present a solution for these problems so the customer will buy. The first thing we need to do is clarify the objection. You can do this by asking the question. Apart from that, is there anything else? Instead of just going straight in with the solution, you want to first make sure that it's going to be no more objections in the future. And this is the real objection. For example, if you're trying to sell a bicycle and the customer gives you the objection of the frame is too small. You may want to ask, apart from the frame B into small, Is there anything else? If the customer responds with yes, a is just the frame size, that is the problem. Now if you get a solution to that problem, you should have then hopefully got yourself a sale after then find the night the real objection. There is a good technique and a method that sales agents use. Call it feel, felt, and found. Which basically means I understand how you feel. I felt the same. I find that the first one, I understand how you feel allows you to empathize with the customer. You can even repeat back to them what they have said to show that you have understood their objection and you have listened with I felt the same. You can use your own personal experiences or experiences from past customers that may have a similar concern to the customer speaking tonight. Then with I found that you can give the customer the solution that you find to the similar to the problem. You don't actually have to use the language, feel, felt, and found. It is just a structure that you can use to be able to empathize with the customer. Give them an example of how someone else's has the same problem and you've managed to solve it. However, for this example, I'm just going to exaggerate the words just to make that example obvious. You can say something along the lines of yes, I understand how you feel. The frame size does seem a little small for you. I had a customer that came in the stall just last week. It was a similar height to you who felt the same. We find that switching that frame from a medium to large then fit perfectly. It's a lot harder to culminate with examples on the spot. Having examples ready from past customers, from common objections, we'll help you out a lot. You will come across a lot more fluent and a lot more confident when dealing with objections when you already have some already in your head to use key points to remember. First, clarify the objection, make sure that that is the objection, and trying to eliminate any future objections by using the question. Apart from this, is there anything else? Use the feel, felt found method to empathize with the customer and then give them a solution to that problem. Prepare examples of common objections. So you on the spot as much and you'll come across to your customer lot more confident when you do have the objection, and then you should be able to solve it a lot easier.