Bagaimana cara memulai percakapan dengan customer baru? Pastikan menjalankan 3 tips berikut..!!

Rossy Prabowo Chandra

6 Feb 202106:51

Summary

TLDRThe video script discusses strategies for initiating conversations with new customers, especially in sales. It emphasizes three key points: not trying to sell immediately, qualifying customers to ensure they are a good fit for the product or service, and being different from the common sales approach. The speaker shares examples of how to open a conversation without selling, such as asking about the customer's needs or challenges, and how to qualify them by understanding if they can benefit from the offering. The goal is to build a connection and provide value, rather than just making a sale.

Takeaways

😀 Start conversations with new customers by not immediately trying to sell them something.
🔍 Always remember that customers generally do not like to be sold to, so avoid pushing sales in the initial stages of the conversation.
📞 When beginning a conversation, whether by phone, online, or in person, the first step should be to qualify the customer rather than sell to them.
🤝 Qualifying a customer means ensuring they are a good fit for your product or service and that they can benefit from it.
🚫 Avoid the common mistake of using sales pitches like 'I want to offer' or 'Do you need' right away, as this can cause customers to shut down.
💡 Be different from the typical sales approach to stand out and get a different response from customers.
📝 Learn what common salespeople do wrong, such as making sales pitches too early in the call without qualifying the customer first.
🌟 Use open-ended questions and show genuine interest in the customer's situation to build rapport and understand their needs.
📉 Recognize that customers may be looking for cheaper options due to market competition, and address this in your conversation.
🛑 Wait for the customer's response after presenting a problem or need that your product or service can solve, rather than immediately pushing for a sale.
✅ Focus on solving the customer's problems rather than making a sale, which will naturally lead to a more positive interaction and potentially a sale.

Q & A

What is the main challenge faced by the team member in the script when approaching new customers?
-The main challenge faced by the team member is the inability to successfully open a conversation with new customers, often resulting in rejection at the initial stages of the interaction.
What are the three key things to remember when starting a conversation with a new customer according to the script?
-The three key things to remember are: 1) Customers never like to be sold to, so avoid trying to sell at the beginning. 2) The early stages of the conversation should be about qualifying the customer, not selling to them. 3) Be different from the common sales tactics that customers usually encounter.
What is the difference between qualifying and selling in the context of customer interaction as mentioned in the script?
-Qualifying means ensuring whether the customer is a good fit for the products or services being offered and if they can benefit from them. Selling, on the other hand, is directly offering or promoting the products or services.
Why is it important to be different from common sales tactics when interacting with customers?
-Being different from common sales tactics is important because it helps in breaking down the barriers that customers often put up against salespeople. It allows for a more genuine interaction and increases the likelihood of a positive response.
What is the common mistake made by salespeople when they call a customer, as highlighted in the script?
-The common mistake is starting the conversation with a sales pitch, using phrases like 'I want to offer' or 'Do you need', which can immediately trigger a defensive response in the customer, leading them to shut down the conversation.
How does the script suggest salespeople should approach a call to a customer instead of directly selling?
-The script suggests starting the call by clarifying problems or needs the customer might have, rather than directly selling. For example, the script provides an example of a call opening with 'I work with customers to help them save costs or improve product quality, but not all customers fit with what I convey.'
What is the purpose of the second step in the conversation mentioned in the script?
-The purpose of the second step is to qualify the customer further by understanding if they are facing issues that can be resolved with the products or services offered. This step helps in determining if it's worth proceeding with the sales pitch.
Why is it futile to continue the sales process if the customer does not have a problem that can be solved by the product or service?
-It is futile to continue the sales process if the customer does not have a solvable problem because it would only waste time and resources, as the customer will not see the value in the product or service being offered.
How does the script suggest salespeople should handle the situation when they realize a customer is not a good fit for their offerings?
-The script suggests that if a salesperson realizes a customer is not a good fit, they should not proceed with the sales pitch and instead move on to other prospects, as continuing would be a waste of time.
What is the final advice given in the script regarding how to apply the three key points of not selling, qualifying the customer, and being different?
-The final advice is to click on a word or sentence that encapsulates the essence of the three key points, ensuring that the approach to customer interaction is not about selling immediately, but about qualifying the customer and being different from the usual sales tactics.

Outlines

00:00

🗣️ Effective Communication with New Customers

The paragraph discusses the challenge of initiating conversations with new customers, particularly in sales. It highlights the importance of not immediately trying to sell to the customer but rather focusing on understanding their needs. The speaker emphasizes the need to qualify the customer early in the conversation to determine if they are a good fit for the product or service being offered. The paragraph also touches on the common mistakes made by salespeople, such as rushing to sell without first establishing a connection or understanding the customer's needs. The speaker suggests that by avoiding these mistakes and focusing on building a relationship, salespeople can achieve better results.

05:00

🔍 Identifying and Addressing Customer Needs

This paragraph continues the discussion on sales techniques by focusing on the importance of identifying and addressing customer needs. The speaker provides an example of a sales call where they do not immediately try to sell but instead ask questions to understand the customer's situation. The speaker emphasizes the need to qualify the customer by ensuring that they have a problem that can be solved by the product or service being offered. The paragraph also discusses the importance of differentiating oneself from other salespeople by not being pushy and instead focusing on solving the customer's problems. The speaker concludes by suggesting that by following these strategies, salespeople can improve their effectiveness and build stronger relationships with customers.

Mindmap

Keywords

💡Opening a conversation

The process of initiating dialogue with a potential customer. The video emphasizes the importance of not starting the conversation by selling but rather qualifying the customer first. This helps to establish rapport and prevents the customer from feeling pressured, which is key to making a good first impression.

💡Qualifying the customer

This involves assessing whether the customer is a good fit for the product or service. Instead of immediately pushing for a sale, the speaker suggests asking questions to determine if the customer has needs that can be addressed by the offering. For example, asking if the customer's business faces challenges that the product can solve.

💡Being different

The idea of standing out from typical sales approaches to get a better response. The video suggests that most customers are accustomed to the usual sales tactics and tend to shut down when they sense a sales pitch. By doing something unexpected, like not immediately trying to sell, a salesperson can engage the customer more effectively.

💡Don't sell in the beginning

This refers to avoiding a direct sales approach when first interacting with a customer. Instead of pitching a product right away, the video encourages focusing on understanding the customer’s needs and challenges. This helps to build trust and opens up the opportunity for a more productive conversation later.

💡Telemarketing mistakes

The common errors made by salespeople during phone calls, such as immediately offering a product or giving too much information. The video contrasts these ineffective strategies with a better approach, which focuses on qualifying the customer and engaging them differently to avoid rejection.

💡Customer resistance

The natural defensiveness or reluctance that customers exhibit when they feel they are being sold something. The video explains that when customers sense a sales pitch, they often shut down or become less receptive, which is why the video advises against selling in the opening stages of a conversation.

💡Engaging the customer

This concept refers to creating a meaningful connection with the customer that leads to productive communication. The speaker in the video suggests using questions to qualify the customer and understanding their specific needs instead of pushing for a sale, which results in better engagement.

💡Problem-solving

Rather than focusing on selling a product, the speaker suggests that the real goal of a salesperson should be to solve the customer's problems. This aligns with the idea of qualifying the customer and ensures that the conversation is relevant and helpful to both parties.

💡Typical sales script

A pre-planned set of phrases or tactics often used by salespeople, which the video criticizes for being predictable and leading to customer rejection. Examples given in the video include immediately asking if the customer needs a product or offering information about a product too soon.

💡Tailoring the approach

Adjusting the way a salesperson communicates based on the customer’s needs and behavior. In the video, this involves listening to the customer and offering relevant insights or solutions instead of following a one-size-fits-all sales script.

Highlights

The importance of not trying to sell immediately when starting a conversation with a new customer.

The necessity to remember that customers generally do not like to be sold to, especially at the beginning of the interaction.

The concept of qualifying customers at the initial stage of conversation to ensure they are a good fit for the products or services offered.

The difference between qualifying and selling, with the former focusing on determining if the customer can benefit from the product or service.

The advice against making sales pitches early in the conversation, which can lead to customers building walls and trying to escape the interaction.

The strategy of being different from the common sales approach to get a different response from customers.

The common mistakes made by salespeople, such as selling too early and not qualifying the customer's needs or interests.

The example of a bad sales call script that immediately tries to sell, which often leads to customer resistance.

The correct approach to opening a sales conversation by not selling but clarifying and qualifying the customer's needs.

The example of a good opening statement that focuses on understanding the customer's situation rather than making a sales pitch.

The importance of waiting for the customer's response to gauge their interest and willingness to continue the conversation.

The strategy of not wasting time on customers who do not have a problem that can be solved by the product or service offered.

The example of a sales call that correctly applies the principles of not selling early, qualifying the customer, and being different.

The advice on how to click on a word or sentence to apply the three principles of not selling, qualifying the customer, and being different.

The speaker's name, Rossi, and the approach used to engage with customers by focusing on solving their problems rather than selling.

The importance of understanding market trends, such as customers asking for cheaper products, to qualify if the customer is a good fit for the offerings.

The example of a sales call that demonstrates the correct approach by not selling immediately and focusing on qualifying the customer's needs.

The final advice on how to improve sales techniques by avoiding common mistakes and focusing on solving customer problems.