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Gathering Client Information with b2c Sales
 Wednesday, May 27th 2009, 5:02 PM  498  0
Gathering Client Information with b2c Sales
How do you receive this helpful information? There are many ways to gather information from a client. Many have a belief that clients do not want to be sold. What I have found with the clients I am in contact with I must use all the resources available. Not all information gathered is by questions and answers.
My first step is observation. I observe the neighborhood and everything in each of the neighborhood yards. I notice the upkeep or lack of upkeep. I observe the driveways, how clean, cracked concrete etc. I take notice of the vehicles parked in the drives and along the road. I notice what kind of plants and how they are kept. This informs me of pride in their possessions and vanity.
I observe what the clients are wearing and may even start the conversations about what they are wearing. An example the client is wearing an Ohio State jersey or shirt. I immediately will focus on that as a start of the conversation. How they respond to those questions gives me a route I must follow. While the client is taking me to their issue we are still discussing whatever they want to discuss and where our conversation is heading. When I am at the problem I always repeat these words I can fix that or I can take care of that.
While walking to the problem I am now observing what I am passing as I walk in their home. I look at the pictures hanging on the wall. I never know if we both know a common person that creates an instant friendship. This happens when a friend of theirs is also a friend of mine instant credibility.
Discussions that do not concern the product or problem inform the sales technician of many possibilities. Clients love to talk about themselves, let them talk as long as they want. During this time the information I am gathering about the client is valuable. They inform me how I must answer any questions or concerns. I am being informed by the client how they want to be talked to and in what manner. Once trust is built I then go into my questions concerning their comfort level with what they already have and how that is working for them. I want to know what all they do with the product they now have and how we can discover more needs together. I find out how happy they have been with the existing product while finding out how much more they want to receive from that product.
The next step is an inspection. We all perform an inspection of some sort with every sale. Looking at the existing equipment is an inspection and a great way to discover extra needs. When questions asked about the clients existing equipment that becomes a verbal inspection. While I am inspecting I am asking more questions to keep the client interested and talking. The more the client speaks the more information I gather. The client informs me exactly how much they are willing to spend and what they are willing to discover.
After all the questions have been asked and answered I then ask one more question prior to the solution ,presentation of solution and price and that question is how do you think I will do for you today? Depending on how they answer this question informs me of my next step. When they respond I think you will do great we start discussing solutions. I am ready the presentation and asking for the sale. By asking this simple question I am informed that the client is ready to make a decision and that they trust and value what we have discussed to help them.
An answer of no from the client informs me to ask more questions and listen better to the clients statements. I have not yet found the magic formula satisfying the client. I have not built trust or value with the client.
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