Too many salespeople find themselves running on fumes when it comes to prospects. “I get up every morning and ask myself the same question: Who am I going to talk to today?” said a life insurance salesperson who had been in the business for 30 years. He’s far from alone.
Closing sales is the goal, but that takes keeping the prospect tank full of gas. So, what can you do about it? At the supermarket, there’s often someone giving away free samples. Some of those taking samples buy the product. It’s the same with sales. When you do something nice for prospects and customers, they return the favor.
Here are some ideas for getting a positive response from customers and prospects:
1. Send a $5 coffee gift card. It can create a feeling of obligation. Here’s an example. Attach a note: “Sorry we couldn’t get together for coffee as planned. Will call you and arrange a time to meet.”
2. Thanks for your complaint. When something goes wrong, don’t be defensive. Surprise the customer by taking ownership. It creates an opportunity for a conversation, resolving a problem, and turning an unhappy customer into an advocate.
3. We appreciate your help. When someone does something nice for you, say so. For example, “Thank you for thinking of us. We want you to know how much we appreciate your referrals.”
4. Thank you for your business. This is so basic it shouldn’t be necessary to mention it, but online retailers have raised the bar; they know the value of showing their appreciation.
5. After the sale gift. When consumers make a significant purchase, they’re excited and proud because it’s the result of thought and planning. It may be a major home improvement, a vehicle or a new house. Sending an appropriate gift creates good will, which can result in future business and referrals.
6. Ask for help. Customers can have an “after-the-sale” let down. Help avoid it from happening by asking for their help. “I would value your opinion of what I can do to improve serving my customers.”
7. Surprise customers. Nothing gets a more positive response like answering calls, messages, questions and inquiries super-fast. People unconsciously judge us based on the speed with which we get back to them.
8. Stay in touch regularly. You never know what might be coming up next, so you want them to think of you. Make it helpful and friendly; no sales pitches.
9. Send a value reminder. Choose a good time after customers have made a purchase to remind them why they made the purchase and ask them how it’s working out.
10. Give customers “Solve the Problem Insurance Protection.” Let them know that you’re their advocate and you want them to contact you if they have an issue.
11. Offer helpful information. Forward articles, blogs and videos that customers and prospects may find useful. It’s a good way to let them know you’re thinking of them.
12. Send important reminders. It’s easy to forget about expiration, renewal and due dates. Giving customers a heads-up lets them know you’re thinking of them and they can rely on you.
13. After-a-meeting follow-up. Send an “it was great getting together with you” message. Better yet, include something personal that they mentioned during the meeting.
14. Remembering life events. Anyone can do birthdays, but it takes awareness to recognize other occasions such as a new job, a promotion, anniversary, new home, birth of a child or grandchild, graduation, wedding, or loss of a loved one.
15. Something new or different. Most of us like to know about what’s new. If you have a new product or service, let customers in on it. Make it friendly and how it can benefit them.
Keep pulling customers and prospects closer to you. Some salespeople may see it as taking too much time; others will start and give up. Ignore them and keep moving forward.
John Graham of GrahamComm is a marketing and sales strategy consultant and business writer. Contact him at jgraham@grahamcomm.com.
