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Customers are motivated to buy for their reasons, not ours, and deep down, they buy a benefit you offer for one of two reasons: to avoid pain or gain pleasure. To be an excellent salesperson it is important for you to recognise whether a person is a “towards pleasure” person or an “away from pain” [...]
Mere decades ago, customer service hardly rated a mention when talking business – it was simply a given. Today’s vastly different consumer climate demands that all business owners are sensitive any ruffle in the customer service fabric. Where previously, customer service was what people did, these days the value of delivering better customer service is [...]
When I was in hospital a couple of years ago, I was able to experience something I have never thought about before, regarding the way people use the phone. I was totally dependent on getting my voicemail messages from my office phone each day so that I could respond within three or four hours. Enquiries [...]
I reckon 90 per cent of the people you call when you are prospecting already have a supplier for what you are offering. I hope you don’t take that as an objection and put the phone down thinking there is no possibility to work with them. You need a strategy to handle this situation. When [...]
In the nineties and ‘noughties’, a notable change crossed the business landscape. Where previously employees were either formally trained with University degrees or trade qualifications, or alternatively trained on the job, it soon seemed that almost every role had transitioned to requiring certificate education. So began the Rise of the Certification. Was it a case [...]
If you have been in a personal relationship, you will know that things don’t always go according to plan. The same applies to your business relationships. When you meet somebody at a networking event or an informal function and you think there may be potential for you to work together, it is a good idea [...]
With more and more consumers first going online to research product information and product recommendations, the buying cycle has changed significantly. How is this impacting the roles of marketing and sales? And how should you respond to this in relation to the way in which you run your business? In Phil Fernandez’s book Revenue Disruption, [...]
Perception may be everything and while first impressions might count, when it comes to customer service perceptions and impressions play just a part in the whole performance. A polished presentation will not impress if you do not ask the right questions of your customers. Here’s why. Being a customer is a role in an unscripted [...]
Are you or yours sales team having trouble getting through the gatekeeper when making telesales? Use these tips by Jenny Cartwright to prepare for tough gatekeepers and learn what answers to have ready to manage their questions.
In spite of serious economic woes affecting many sectors across Australia, the number of major retail outlets opening “flagship” stores continues to rise. As hordes of customers rush through their doors on opening day and keep coming for weeks, how can you, the existing business owner, respond and reclaim your customers?