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
