I read some where that 75%
of a sale is experience driven. The Other day we wanted
to buy Washing machine and visited a
showroom let us call it X .Expressionless
Salesman took us through the shop ritually without answering our queries regarding the brand displayed
,more over he lacked enthusiasm ,
icing on the cake was When we vocalized that we
would prefer to see all brands before deciding the older
guy behind the counter joked about
confusing him and his staff . As a result of that experience we
walked out of that showroom without purchasing . The second
showroom call it as Y was attended by
experienced personal who give his full
attention ..He explained with passion and created positive experience
for us . We were able to select the brand that we wanted and lady
behind the counter was attentive and courteous. We walked out buying the
brand we wanted and believe me I felt
that some of the washing machine brand had a better features than the first showroom
we visited, or maybe it's because we didn't get to see fully
the brands in showroom x or maybe the
attended in showroom Y made us comfortable and satisfied
us with all queries
The point of my article is not to
rave about the show roomY, but rather to emphasis the importance of creating
the experience for your buyers. By creating the experience you increase your
sale rate by I dare to say more then 90%.
There is a vast difference between
being a happy customer, and being a truly satisfied
customers. If you want to increase
your sales in a grassroots way, focus on
improving the customer experience. Keep in mind the critical element of
emotion, and its role in sales & marketing Please your customers
immensely, and they'll come back for more. And, they'll bring their friends.
Your success in sales is directly determined by the way you are perceived,
Consider this analogy: if you flip
on a red or blue spigot on a water cooler, you get either extremely hot, or extremely cold water. In either
case, if you stick your hand in that stream of scalding or freezing liquid,
you’ll usually react in a fairly significant way.Customers react in much the
same way toward their experience with your business: only an excellent
experience, or a terrible one, will generate a response. if the experience is
tepid, the customer will go on their way without remark.
These tepid or lukewarm customer
experiences are the ones we want to
address. You may have previously felt that as long as the majority of your
customers walked away happy, without a complaint, you were doing well. If you
want to take full advantage of the customer you worked hard to find, making
them happy just isn’t enough.
Experience driven marketing is about creating a customer experience that is more than just
acceptable…So how do you provide a truly satisfying customer experience?
Here are several aspects to
consider :First and foremost Be an expert on your product or service.You should know
more than your most knowledgeable customer. Memorize Product
specifications and features, and be
familiar with any complex vocabulary relating to your product or
service..Second most important Be Enthusiastic and be reasonably
excited about your product or service! You dont have to do
somersaults, but make sure to smile, make Eye
contact, shake hands where appropriate, and
maintain an up-beat attitude. Moreover this helps in Connecting
with the customer emotionally. This I feel
is very important ,do you think you
would like to hear from asales
person with a dead pan
expression ?. In fact, expert feels that emotion accounts for
85% of a buying decision and .that "people base their decisions on a
complicated mixture of emotion and reason," and that "emotionally
satisfied customers contribute far more to the bottom line than rationally
satisfied customers do."
More over with my experience
in sales over the years I will share with you
one important lesson that please leave the
formal business speak at home ,Be friendly –Enjoy what you do ,Have
fun in helping the prospects to make the right decision on
the product you are selling thereby helping
them to EXPERIENCE
“Get closer
than ever to your customers. So close, in fact, that you tell them what they
need well before they realize it themselves.” – Steve Jobs
