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Shivaun Gyan
CFO-COO & Cofounder at Found Lifestyle Co.
A former Big 4 Director, with work experience spanning more than 20 countries, Shivaun is a qualified UK Chartered Accountant. Further added to his experience in sales and CFO, COO...
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Meet the mentor
Tricky Workplace Situation Handled
- Frustrated. The sales rep was likeable. Too many options are provided without understanding the clients' needs. If that was me, I would definitely not return especially because a fee was added at the end that seemed to be avoidable so trust would have been lost immediately.
- Talking too much instead of listening. Try to sell the phone and the plan without understanding the user's requirements.
- We are likely to repeat them and become frustrated because we will struggle to close the deal
- 1) Didn't ask the customer about their needs and requirements in a phone 2) Didn't ask about their budget range 3) Didn't listen them speak 4) Didn't read the customers' body language 5) Showed his annoyance with potentially verbal and non verbal cues
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- For any sales, you must ask the customer about their pain points and why they are looking to purchase. I recently coached a real estate agent who was selling the features and amenities of the condo on show without asking the customer what they were looking for in a new home. Instead, he chose to highlight the fitness-friendly amenities of the building, such as the gym and running track. The customer was not a fitness fanatic, became disinterested, and left without any commitment. The agent, after the showing, called to ask if he was keen to proceed to which the customer said No. What he did do correctly next was the ask WHY? and listen. The client was looking for an apt that was feng shui compliant. The agent then went away and located another unit in the building that was compliant and called the customer to provide him with an update. The deal was then sealed. Moral of the story. We are always learning, and so if you fail in the initial attempt, it's often not too late to turn it around and give the customer what they need. If customers know, like and trust you, they will buy from you. As a salesperson, it is vital to ensure that you display behaviours to exemplify these characteristics to be perceived as authentic and trustworthy.
- 1) Immediate dismissal and rejection from prospects before they have even listened to the opening line 2) I don't like receiving cold calls because they are done so badly
- 1)Being aware of my shortcomings and improvement areas 2) Finding favourable channels for communicating with prospects 3) Stepping outside of my comfort zone a little at a time
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- Ask more open-ended questions to get prospects to speak more and tell you their pain points
- Dressing well, Good eye contact, Pleasant an authentic facial expressions appropriate to the conversation, a confident handshake ( not covid friendly ) , tone of voice
- She can ask the customer why they are in need of a new car and then listen to them tell her what they are looking for and then respond with the relevant features that meet their needs. She can also make meaningful eye contact to determine if her responses are resonating with the customer and use her hands only for emphasis when needed. Facing them head on is also respectful and will encourage the customer to trust her more as turning away could mean she is hiding something.
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- Pausing to listen more and ask more open ended questions. Less hand gestures too ( but I'm a Trini so that's harder to do)
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