Strike while the SMB (Small and Medium Business) sales iron is hot.
When your Small and Medium Business (SMB) client needs you the most, you have one of the best sales opportunities falling right into your lap. Everyone will get that call at least once from every customer. The customer calls in a hurry. They’re in a terrible mess and they want you to be the knight in shining armor. Your horse better be fed, watered, and rested – and your armor better look spotless. This is your chance to shine.
Don’t sell to the customer’s emotion. Nobody likes to be taken advantage of. Put yourself in their shoes. If this is an emergency – personal or business – help them get over a couple hurdles that day. During every break in the action, ask them about their business. It shows you care and it helps you understand the inner workings of Company XYZ that you wouldn’t otherwise be able to see. If you successfully help them get over at least one hurdle that day, you’ve gained trust. If not, you’ve at least got their attention as a vendor or person committed to their wellbeing in life and business. The next part is harder to do, yet it’s the most critical point in the opportunity. Listen.
Listen for what the client wants and sell toward that need. As the crisis unfolds, pick up on what drives the individual with the purse strings. Do they need to eliminate bother? Do they need to eliminate clutter? Are they looking to get a better picture of what’s happening in their operation? Think strategically. Find the closest solution you have in your arsenal and sell to that need. Sell it hard. They want it. You have it and you can deliver it!
Finally, make it happen immediately. Don’t wait for the next day. Put the order in now. Send someone to their location immediately. Bill it. Schedule the delivery. Just don’t wait. Do it today! Even if they’re a close and loyal customer, they may change their mind by tomorrow. Worse yet, and I speak from personal experience, a competitor stumbles by unaware of the problem and lands your sale – and not because they earned it. Therefore, act immediately. Put your solution in place while the client is motivated to fix the issue and show them that their purchase decision is already a success by giving them over-the-top customer service. The rest will follow.
If you’re having trouble identifying these opportunities, it may be a good time to talk with a Kenesco business advisor. http://kenesco.com We’re happy to help.
In brief:
- An SMB client crisis is one of the best sales opportunities you have.
- Don’t take advantage of your customer by selling to emotions. You’ll eventually lose that relationship.
- Help them over a hurdle – business or personal.
- Listen. Find out what drives the decision maker and what the client really wants.
- Make it happen immediately. Today. This minute.
- Having trouble getting started? Contact Kenesco for help today http://kenesco.com.
David Knea
CEO, Kenesco
+1-877-218-1879