SALES - Understanding the Client's Request

SALES

Understanding the Client’s Requests



By Nikki Viljoen – Viljoen Consulting CC October 2009.

Perception, or perhaps I should say the wrong perception often results in a client’s or prospective client’s unfulfilled expectation and that I’m afraid to say will result in either the loss of the sale and in the extreme – the loss of the client. Neither of these instances will any kind of purpose for you.

So it makes sense for you to take the time and the trouble to ensure that you know and understand the basics and essence of your client or prospective client’s expectation.

It is often a good idea to have a standard set of responses to normal questions that may be asked. This will help you to respond instinctively, naturally and with conviction and which will also give your client or prospective client assurance that you do indeed know what it is that you are talking about.

For example, should your client ask you to ‘send some information’ you may very well respond by saying something like ‘there is a huge amount of information – is there something specific that you are wanting to know or could I give you a breakdown of each area/division/subject/product and then you can tell me which one you are interested in?”

Having all the information pertaining to all the different aspects of your business, close at hand is great, but being able to relay that information eloquently, smoothly and without any hesitation, will not only boost your own confidence, it will also boost the confidence of the client and/or the prospective client that may be wanting to do business with you.

You come across confident, your responses are quick and to the point and easy to understand, it sounds like you know exactly what it is that you are talking about and this will usually translate into ‘You know what it is that you are doing’ or ‘You are passionate about your business and your are competent in what you do.” That usually translates into a sale and probably a client for life!

Understanding your client’s expectation certainly goes a long way in the right direction when building a relationship with a client and/or prospective client. Meeting that expectation will elevate your credibility on a personal level and the credibility of your company.

So clearly it is in your own best interests, not only to take the time and trouble to understand exactly what your client wants and what your client expects, but then to deliver that expectation, on time, in the manner in which you promised and in a professional manner. Not only will your client come back time after time, but they will usually bring more business to you as well.

Nikki is an Internal Auditor and Business Administration Specialist who can be contacted on 083 702 8849 or nikki@viljoenconsulting.co.za or http://www.viljoenconsulting.co.za