The Model Info Center

1. Do not use red: Never write with a red pen, or wear a red shirt/blouse when you are with a customer. Subconsciously red signifies danger, stop, beware, anger, red alert. Although these negative thoughts are not in the forefront of the customer’s mind, they are nevertheless there, warning the customer to be wary.

2. Do not wear dark sunglasses when you are with a customer: This gives the impression that you have something to hide, that you are a shady character who cannot be trusted. Eye contact is a must for the professional closer.

3. Do not ask certain questions: Never ask a customer if he understands. Not wanting to appear stupid, he will always answer “Yes”, even when he wants to say “No”. Never say to a customer “You know what I mean”, or “Do you get my point?” Instead, ask “Are you happy with that?” or “Do you have any questions?” Also never say to a customer “Let me be honest” or “To tell you the truth”, because it implies that you weren’t before. When someone says they’ll be honest with you, it generally means the opposite.

4. Do not knock the competition: This has an adverse effect. The customer will think that you are trying to hide behind the competition or that you are trying to justify an inadequacy in your product. A professional closer does not knock the competition, he welcomes it and sometimes he will even compare the competition’s product with his own in front of a customer.

5. Do not live in the past: Reminiscing can be fun and enjoyable, but only to the person doing the reminiscing. It’s the “also-rans” in life who live off past performance and an old worn-out reputation. There is nothing wrong with looking back, now and again but, being in reverse won’t take you forward.

6. Do not fight change, welcome it: Change has always caused and always will cause, insecurity, doubt, unfamiliarity and fear. A professional closer knows this but he understands change is necessary. Without it we would all still be in the Stone Age living in caves. A professional closer knows that change is good, it keeps people on their toes, it demonstrates a will to progress and to improve, also creates challenge.

7. Do not stop learning: A professional closer is forever reading new material, listening to CDs and gaining new information. He’s always updating his portfolio of techniques and closes and gathering new tools. A professional closer has a relentless desire, a burning passion for improvement. He knows that the key to continuous success is continuous learning.

8. Do not waste time: Time is the most precious thing in the world and life is too short to waste it. A professional closer makes full use of his time; he plans how to use it to give optimum benefit.

9. Do not give losers the time of day: In every sales organization there is always a group of negative salespeople that you should avoid like the plague. In staying away from the losers a professional closer often alienates himself, but that doesn’t bother him. He knows that sometimes “it’s tough at the top”, but it’s always tougher at the bottom.

10. Do not ever give up: Fight the good fight and when all else fails, when you’re in dire straits, when there is no hope, whatsoever, admit defeat. There is no shame in it. But before you do, try another close.

Michael Russell
Your Independent guide to Sales Training

All closes are not created equal. Top producers realize every homeowner has specific needs and every situation demands its own close. While you may have found a close that works better for you than others, it shouldn’t deter you from using a variety of closes depending on the situation. By learning the 22 trial closes, you’ll stand a better chance of getting more listings. Knowing how to close many different ways will enhance your success.

When a homeowner delays listing, you use benefits to move him towards a signature. Then, ask again with a different close. Constantly use different closes throughout the presentation at each listing signal. Most agents fail to get a listing because they don’t ask for it. They give the homeowner the facts and figures and wait for the homeowner to say, “This is terrific, I’ll take it.”

If you want the listing, you have to ask for it. You have to ask for it many different times and in many different ways during the presentation. Since homeowners are afraid of making a decision, they will say “no” several times before they say “yes.” This is true even if they want it and are almost ready to list. If you don’t ask several times with many different trial closes, you may stop selling and leave just as the homeowner was getting ready to list.

Tension at the time of the close is natural. The agent fears rejection; the homeowner fears making the wrong decision. Using different trial closes helps the homeowner get past this moment of tension and gets him closer to a listing decision. Therefore, you shouldn’t stop after just one “no,” nor should you fail to use a trial close just because of tension between you and the homeowner.

Soft trial closes can be used early in the presentation. These closes are not pushy. They don’t ask for a decision; they merely ask for an opinion. If the homeowner gives a positive answer to a soft trial close, you can then go to a stronger close asking for a decision. If they give a negative answer to a trial close, you go back to questioning and reselling benefits to encourage them to want to list and make it easy to close.

Here are 22 different closes and trial closes to help you ask for the listing. Use different trial closes throughout your presentation.

1. The Commitment Close

This close helps ward off the “I’ll think about it” objection by obligating the homeowner to make a decision on the spot. Use this close when you are talking to a homeowner you feel will use the excuse he has to think about it. At the beginning of the appointment, you say:

All I ask is for you to look at what we have to offer, and tell me if it applies to you.

As you go through the presentation, make sure to write down the various comments of the homeowner. If the homeowner later says that he’ll think about it, you can respond with a review of an earlier homeowner statement. You said, concerning selling your home, in point 4

2. The “Hot Button” Close

Warm up your homeowner by pushing their “hot buttons.” Emphasize those benefits you know are the most important to them. Homeowners make 80% of their listing decisions on only 20% of the benefits. So hit their “hot button” over and over to get them “warm” enough to close.

For example, the homeowner agrees with the uselessness of open houses… so you must repeat it over and over with a few stories of past client examples of successful sales without using open houses.

3. The power of suggestion close

Help your homeowner visualize using your services. Speak to them as though they already have listed, and tie in a “hot button” benefit. Remember enthusiasm is contagious. You should talk as though they already listed and sold their home through you. Use the word “when” not “if.”

When you sell your home, we will take a picture of us standing together in your front yard… just like these happy clients!

4. The “Yes, Yes” close

Ask “yes” questions, so when you close the homeowner is already in the habit of saying “yes.” Each time they say “yes,” they are closer to listing. Also, it becomes hypnotic. Eventually, “yes” comes automatically. Look at the following questions, and think about how natural it would be for the homeowner to answer with a “yes” to each one:

Do you want a quick sale?

Do you want top dollar?

Would you like to sell your home within 30 days?

May I show you some information?

5. The “Just Suppose” Close

In this trial close, you have the homeowner “just suppose” the objection didn’t exist. You then ask if he would list. This tactic also helps you uncover and tackle hidden objections.

Homeowner: Your commission is too high.

Agent: Is commission your only concern?

Homeowner: Yes.

Agent: Just suppose you felt our commission was fair, would you list then?

What this does is expose the truth commission is not really the problem. All the objection is about is the fear of saying yes. By eliminating the fear, or postponing it, you move closer to the listing.

6. The Sharp Angle Close

The sharp angle close uses the homeowner’s questions and comments to help you get a commitment to list. Instead of immediately assuring your homeowner you can meet all of their wants and needs, ask if they’ll list with you if you can.

Use this opportunity to try a trial close by asking the homeowner to commit to listing if you can do what he wants. Then, give him what he wants. Never say you can do something extra for the homeowner without a commitment he will list if he gets what he asks for. Without the commitment, he will say “great” when you say you can do what he wants. Then, he will say, “Okay. Let me think about it.”

Homeowner: I want a lower commission.
Agent: If I could get you a lower commission, would you list right now?

7. The Switch Place Close

When all else fails, ask your homeowner to tell you what he would do to sell the home. You might get a quick lesson not only on how to sell this person but also on how to sell more effectively to your other prospects. Use this close when you can’t figure out why the homeowner won’t list:

Mary, would you put yourself in my shoes? If you were selling to someone, and you didn’t know why he wasn’t buying, what would you do?

If you get an evasive answer, ask: Is it the price (me, service, etc.)?

Then, ask: What would have to happen for you to use our services?

8. The puppy dog close

This close gets its name from the pet store closing technique of letting prospects hold the animal they like, so they can’t resist buying it. This close lets your homeowner see for themselves their need for your service. Make sure your homeowner holds, tastes, feels, wears and tries out your service. Once they have experienced using it, they want it more and it will be easier to get them to list.

Example: Let the homeowner go through your MLS book (or computer listing database/print out) and decide the price point on the home. I did this all the time. I handed the homeowner the book and said:

“Here is your competition. They all have priced their home at $99,900. As you can see, there are pages of them! At what price would you price your home so it would stand out and not get lost in this book/computer listing?”

What this did was to establish my professionalism with the homeowner. Not one homeowner ever answered the question but rather said. “I’ll leave that up to you.” That’s the best yes an agent can ever get!!!

9. The summary close

To use the summary close, simply reiterate the homeowner’s needs and wants, and show how your service satisfies them. You sum up what the homeowner has told you about what he wants, and give him his own reasons back for listing. No one can disagree with his or her own reasons.

From what you told me, you want an agent with experience, honest, and doesn’t waste your time with useless activities such as open houses. Our company offers this and more! Don’t you agree?

10. The physical action close

The situation arises where you have to call the office to check on the possibility of accomplishing something the homeowner has asked if you can do. While on the phone, talk as though the homeowner has already listed. If the homeowner doesn’t stop you, she has listed.

Homeowner: I am happy so far but I have one question. What about this listing period? I find 180 days a little long.

Agent: Let me call the office and see if I can lower that. (During the call to the office, ask: Can we give Mrs. Homeowner a smaller listing period?)

When you get off the phone, tell the homeowner how lucky she was to have gotten the lower period. And show her on the listing form the shorter period. If she doesn’t stop you, she’s listed her house.

11. The hurry up close

This close implies it’s to the homeowner’s advantage to list now rather than wait until later.

Homeowner: Maybe I should wait.

Agent: You may want to list now. The reason is there are few homes in your price range in this neighborhood on the market today. This means buyers have less choices and the chances of getting your price are better. But if you wait, from my experience there will be more homes and then you’ll have to be more competitive.

12. The testimonial close

To build credibility and reassure your homeowner he’s making a wise decision, tell him about the success other people have had with your service. In this close, the agent uses letters or stories from other clients who have used the service and have received fantastic results. This eliminates listing anxiety.

Homeowner: I’m not sure.

Agent: These clients used our services, and they have had fabulous results. So will you!
This close is good for an insecure homeowner afraid of making a decision. The fact others have already tried your service and are happy will relieve his anxiety.

13. The qualifying close

This close determines whether or not the person you are talking to is able to make the necessary decision.

If I can sell your home at the price you want, are you in a position to make a listing decision today?

14. The readiness close

When you can’t tell if you’re getting through to a poker-faced homeowner, use the readiness close to gauge your homeowner’s interest. This close checks the homeowner’s “listing temperature.”

You can also find out if you are on the right path with your presentation or need to change course. The great thing about this close is it doesn’t end your presentation. Instead, it tells you whether you should keep selling or go for a stronger close.

Does this make sense to you?

How do you feel about this so far?

Is this what you wanted?

Is this an improvement for you?

15. The invitational close

If your homeowner is waiting for an engraved invitation to list, give them one. Make a persuasive argument for your service, including the reasons why your homeowner should list. Then, invite them to do it. This close is powerful because it is direct. It is especially useful with the no-nonsense homeowner. They appreciate its directness.

Why don’t you give us a try?

Why don’t you take it?

Would you like to get started right away?

16. The ultimatum close

This close is best used when the homeowner is putting you off and hasn’t made a decision. He hasn’t said “yes” or “no.” He just continually procrastinates. This close should be used only when you have decided the homeowner isn’t worth pursuing any further. You want to force a decision. In this close the agent fills out a listing agreement, looks at the homeowner, and says:

Either it’s a good idea, or it isn’t.

At this point, you give the homeowner the agreement, and ask them to sign it.

17. The reverse close

The reverse close turns a homeowner’s reasons for not listing into reasons for listing. When your homeowner voices an objection, think of a benefit to that objection.

Homeowner: Your commission is too high.

Agent: That’s the very reason you should use us. Because of our successful track record, which proves our quality, we list and sell more homes than most other companies. Being with the best is better than with the rest!

18. The take away close

People want things more if they feel they may not be able to get them. If you suggest what you are offering may not be available it can be just enough to help the homeowner want to make the decision now.

I only take a few new listings per month. I do not want to over extend myself and hurt my clients. Right now I have the time for another client. I sure would love to work with you! I think we would work together well. Wouldn’t you agree!

19. The Scratch Pad Close

This is a very powerful close. Bring out three or four agreements early in the presentation. Mention you’ll be using them as scratch paper. You are doing this because if you get a strong listing signal later, you’ll already have a filled-in agreement with their name and address on it. You can just slide it across the table for the homeowner to sign.

20. The Ben Franklin close

Since few agents can offer homeowners the perfect service, it’s often difficult to overcome every one of their objections. When an unanswered objection stands between you and a listing, make a list of benefits versus objections. Just make sure the benefits far outweigh the objections.

Present them to your homeowner, and say, “As you can see, the reasons for listing outnumber the reasons against.”

This is a good close to use when the homeowner has some objections you cannot overcome. Simply list all the pros and cons of the situation.

21. The “You’ll Thank Me Later” close

Use this close when you know you’re pressuring the homeowner.

Homeowner: (Irritated) I’m not ready to list.

Agent: I know I’m pressuring you. But you’ll thank me after you’ve sold your home and found the one you want. You’ll feel great!

22. The story close

Close to 80% of the listing decision is based on emotions. The part of the brain involved with emotions is the right hemisphere, and this side deals well with stories and pictures. In order to appeal to the emotional side of the brain (the listing side), build your presentation around stories of others who have hesitated before making a decision but were overjoyed with the results when they did decide to act. You can even use stories that are not business-related.

Randy Roussie has been a real estate trainer since 1987 and has helped thousands of agents succeed in real estate sales! Randy is the author of many real estate training programs and his company has developed many unique products and services for agents.

You can visit Randy’s web site at http://www.randyroussie.com

There is a paradox to an international trade show. And it has
two parts.

THE FIRST?

It is unique because it is foreign. If it’s your first show, it
should be a real adventure. If it’s your umpteenth overseas
trip, you may view it as a drag, or look at it as an opportunity
to maintain and expand relationships.

THE SECOND?

It is the same as doing a show in the US.

Which is right? Both. How can that be? Because…..

The principles of trade shows are universal. There’s a
practical understanding to the basics of trade shows - no
matter where in the world you exhibit. Of course, there are
the cultural nuances you must accept. Knowing where you
are going and how to be accepted once there are critical
business decisions.

In addition, there are universal standards in design,
promotion, presentation and follow-up for any trade show.
Your appearance and business practices must align to the
actualities of the host country, industry and the international
marketplace.

These are a sampling of questions you should ask as you
consider starting or expanding your exposition schedule-

ARE YOU GOING TO THE RIGHT SHOW?

A show is not just a show. Each exposition has its own
personality, and that changes from year to year depending
on locale, exhibitors, the health of your industry and how the
economy affects your clients. It is important to understand
there are three Types of Shows. In the US, we tend to
separate these show types - B2B Marketing, B2B Sales and
B2C Marketing/Sales. In many countries, the functions and
audiences overlap throughout the show, or on certain days.
Align your expectations for each type of show. Consider
each show a new show, not a repeat of the previous year.
Then ask - is your timing right for entry into that country via
that show for your products and services? How do you find
the right shows? One obvious way is to ask your clients
what shows they think are important.

ARE YOU GOING FOR THE RIGHT REASONS?

What are you looking for? There are myriad opportunities to
connect with leads, partners, clients, reps, dealers,
distributors and agents. The more you understand how
business works in that part of the world and within your
industry, the more you should network and target your
markets prior to leaving Virginia. Use the pre-show months
to get to know each other and build trust. We Americans
have a tendency to rush into relationships; our overseas
partners may take much more time.

ARE YOU INFLUENCING THE RIGHT PEOPLE?

There is great value in spending time and money for
pre-show research and promotion. Networking skills are
expanded via online research, discussion lists and asking
your business associates. Appreciating the pecking order -
social and business - and how decisions are really made
by your target markets can cut your sales time dramatically.

ARE YOU SENDING THE RIGHT MESSAGE?

We’ve all heard stories of the misguided, arrogant or
oblivious foreigner who rubs the hosts wrong. We tend to
assume everyone loves us and speaks English. Wrong.
Take time to understand the value of promotion in native
languages and current cultural vernacular. Use professional
translation services - carefully checked so you know what
everything says - for all signs, graphics, letters, promotional
materials, demonstrations. Hiring local multi-lingual talent
is always appreciated for initial and qualifying conversations
at the show.

ARE YOU SENDING THE RIGHT PEOPLE?

First impressions are critical and Your Staff = Your
Company, both on and off the floor. Take staff selection
seriously. This is the time to be smart, not stingy. Search
your options for the best company representatives. Write a
job description and ask for volunteers. Send the people
who are competent but also enthusiastic about spreading
the word about your company. Maybe you have experienced,
savvy in-house staff, or this is the time it makes sense to
hire experienced stand staff at the show locale.

ARE YOU FOLLOWING-UP PROPERLY?

This most critical part often is lost because there you have
no real plan beyond an initial contact or two. Sure, it’s
expensive to pursue international business, but today’s
technology makes it easier than ever to keep in touch. Ask
visitors how they want to be contacted - do they need a local
contact or is e-mail preferred? Consider outsourcing initial
post-show contact.

ARE YOU GETTING ROI FOR THE DOLLARS?

Your Return on Investment is not just dollars you can track
after the show. There are many ways to boost your bottom
line, sone direct, some subtle. For example, publicity is a
powerful driver for marketing and extending rememborability
after the show. PR and advertising must be planned and
tracked. Tips for getting the most bang for the bucks -

Match your expectations for returns with reality of the money
you are investing in a show.

Understand your sales cycle, delivery times, international
shipping options, customs, tariffs and always have a Plan B

Be truthful about your investment. Trade Show Training, inc.
says there are eight line items of a trade show budget and
seven are definite expenses for Every Show. The exception
is that if your exhibit is costly, you may be able to amortize it
over a couple of years. These are the major line items you
must decide before you can get a good handle on ROI.

1. The Rent on Your Space

2. All On-floor Expenses

3. Your Exhibit, Graphics and Accessorie

4. Freight and Drayage

5. The Cost of Your Time, Staff Time

6. The Costs of Travel and Entertainment

7. Promotions and Advertising Before the Show

8. Follow-Up and Sales Costs After the Show

Is it easy to do an international show? No, but it is easier
when you understand the parameters of the paradox.

Julia O’Connor - Speaker, Author, Consultant - writes
about practical aspects of trade shows. As president of
Trade Show Training, inc,, now celebrating its 10th
year, she works with companies in a variety of
industries to improve their bottom line and marketing
opportunities at trade shows.

Julia is an expert in the psychology of the trade show
environment and uses this expertise in sales training
and management seminars. Contact her at
804-355-7800 or check the site
http://www.TradeShowTraining.com

During the late 1980’s I was a field sales representative for a computer distributor, selling computer systems and peripherals in and around Los Angeles, California. The traffic was horrendous, and the time I wasted driving to and from appointments just drove me crazy (no pun intended).

Sure, you could have cell phone conversations with prospects and customers, but you couldn’t write notes while driving (unless you had a death wish), and you couldn’t prepare proposals and fax them. Plus, there was nothing like slogging through traffic to attend a meeting, only to learn that the meeting had been cancelled at the last minute.

Why did I spend so much time driving? The company I worked for had a prejudice against salespeople spending time in the office. They felt that salespeople should be in front of prospects and customers as much as humanly possible, and that time spent is the office was “wasted time”. Many other companies shared this philosophy, which meant that prospects and customers were “trained” to book appointments with salespeople if they wanted their assistance.

I have always been a true believer in the saying, “a salesperson’s only inventory is TIME.” I felt that if I could find some way to reduce my “windshield time”, I would be much more productive. Fortunately I worked for a progressive sales manager, and he gave me permission to try the following experiment.

Whenever a telephone conversation with a prospect or customer got to the point where it made sense for us to book an appointment, I would book the appointment. However, instead of ending the call, I would say something like:

“(Name), your time is valuable, and so is mine. I’d like to make sure we make the best use of our time together on (appointment date). If it’s OK with you, I’d like to ask you some questions prior to our meeting so that I can be as well-prepared as possible. Do you have time now, or should we book a brief telephone appointment between now and (appointment date)?”

I found that prospects and customers were always willing to make time to answer my questions, either right then or during a scheduled telephone call. What questions did I ask? All of the questions I needed to ask to thoroughly qualify the opportunity! When I had finished the opportunity qualification, I would say something like:

“(Name), we can still get together on (appointment date) if you wish. Or, I could fax you a proposal in 20 minutes. Which would you prefer?”

Do you know what? Not ONE prospect or customer EVER wanted to go ahead with our scheduled appointment! They were delighted that I could fax them a proposal so quickly. They weren’t interested in having a meeting or seeing me in person — they were interested in having their problems solved!

The end result of the experiment was that I made my quota during my first full year as a field sales representative for the computer distributor, and more than doubled my quota the next year. When I was promoted to sales management, I quietly ignored my employer’s mandate that salespeople spend most of their time in front of customers. Instead, I trained my sales team to do what I had done, and my sales branch performed exceptionally well.

Does that mean you should never have in-person meetings with prospects or customers? Of course not! In-person meetings can provide real value, especially when it comes to building lasting relationships. The challenge is that most businesspeople are extremely busy, and they want their problems solved as quickly and efficiently as possible. If you can help them achieve that goal, you will have the luxury of choosing mutually convenient times to schedule stress-free in-person meetings.

In today’s world, with the availability of e-mail, teleconferencing, and web conferencing technologies, it is easier than ever to sell effectively while minimizing windshield time. Use technology to your advantage, and make maximum use of your only inventory — time!

Copyright 2005 — Alan Rigg

Sales performance expert Alan Rigg is the author of How to Beat the 80/20 Rule in Selling: Why Most Salespeople Don’t Perform and What to Do About It. His company, 80/20 Sales Performance, helps business owners, executives, and managers DOUBLE sales by implementing The Right Formula for building top-performing sales teams. For more information and more FREE sales and sales management tips, visit http://www.8020salesperformance.com.

Keeping Sales Simple

For those of us working in the exciting world of sales, we are
all too familiar with the pressures of meeting our daily,
weekly, monthly, or quarterly goals. This pressure can sometimes
cause us to loose focus on the simple things that made us
successful to begin with.

When we make a sales presentation, it is all too essential to
look and sound the part. A professional appearance and product
knowledge are to very important ingredients involved in sales.

But don’t ever loose sight of the fact that sales is supposed to
be fun!

A personal story . . .

I can remember a time a few years back, when I was managing a
bank branch inside a supermarket, otherwise known as In-Store
banking.

At that time, we had daily goals that we were required to meet,
and those goals were unit and dollar driven. It was a fast paced
environment and every technique we could think of was
incorporated into our sales. Nothing was taken for granted.

Including the simple stuff.

One particular afternoon I received a phone call from a woman
who informed me that she was new to the area, and she was
shopping around for a bank.

We had a pleasant conversation, and I explained to her all of
our products starting with our free checking, and ending with
our more exclusive products.

Once the conversation was over, she thanked me and told me she
would consider us.

I thanked her as well, and ended by telling her my name again,
and that she could ask for me, if she decided to come in.

The next day, that same woman walked into my branch and asked
for me, she reminded me of the conversation we had the day
before, and than proceeded to tell me that she came in because I
was so nice on the telephone.

The fact is, I was really nice on the telephone, I knew I had a
potential customer on the phone and I killed her with kindness.
Not because I was being slick, but because it was easy, it was
simple, and I had fun doing it. And it worked.

There was no selling involved in that conversation. I was just
being a nice person.

Salesmanship is important, but people want kindness to.

My point is, take some of the pressure off of yourself and start
having fun! Be nice, smile. It is not always necessary to act
and speak so professionally, it can come off fake, and worst of
all boring. So starting tomorrow, take a load off, roll up your
sleeves, smile, laugh out loud, and most of all have fun and
keep it simple!

The #1 trade secret that jewelry stores don’t want you to know
is that the weight of the gold in gold jewelry makes up the
majority of its cost. This rule applies to all precious metal
jewelry, including silver and platinum. In the US, jewelry is
weighed in grams. Some jewelry stores display the actual weight
of each piece, while others do not.

Why don’t some jewelry stores want you to know the actual
weight? Because the easiest way to make gold jewelry cheaper is
to use less gold and make it lighter. The main problem with
using less gold is that the jewelry will usually be weaker and
more likely to bend. Some jewelry stores that do not display the
weight say that “fine jewelry” is not sold by the weight.
Jewelry stores are not supermarkets, right?

How can this secret help you to make better decisions buying
jewelry? Whenever you are shopping for precious metal jewelry,
the first thing you should figure out is the price per gram. The
average price per gram that we have found at the mall is $28 per
gram for 14k gold, $36 per gram for 18k gold, $3 per gram for
silver, and $75 per gram for platinum.

Knowing the price per gram will help you compare apples to
apples. It is easy to compare prices for two gold bracelets if
they are the same weight, style, and quality. But this is hardly
the case.

Most jewelry stores have very similar items that differ greatly
by weight and price. So in order to compare apples to apples,
you must find the price per

gram at each store. As long as the quality and style are
similar, the store with

the lower price per gram is always a better value. By
negotiating with a sales

person based on price per gram, the sales person will know that
you are a

knowledgeable jewelry buyer that cannot be duped.

The price per gram concept also applies to diamonds. All
diamonds over $1000 should

come with a GIA certificate rating. When comparing two diamonds
of the same rating,

the lower price is always a better value.

Trade Secret #1 Summary [X] Weight of jewelry determines value
[X] Retailers purchase precious metal jewelry priced per gram,
so should you. [X] In order to compare apples to apples, always
figure out the price per gram

Let me ask you a simple question - do you want your customers to say positive things about your business to other people? I bet you do, because as we all know “word of mouth” is one of the most effective and low cost ways to find new customers. And the most effective way to generate “word of mouth” is to provide extraordinary customer service.

Remember - the difference between ordinary and extraordinary is just that little bit “extra.” So what is that little bit extra?

I recently decided that I needed a new pair of training shoes. I was suffering from sore calves after exercising and put it down to the state of my shoes. (And before you say anything, there’s no way I’m putting it down to old age).

A visit to a local sports shoe store resulted in me walking up and down the length of the store in my bare feet with my suit trousers rolled up to the knee. Two sales assistants were sitting on the floor watching my progress.

After much discussion between us they recommended two pairs of shoes that I should try. New shoes were purchased; no more sore calves and I told you it wasn’t old age.

These sales assistants provided that little bit “extra.” They made me feel important, they were warm and friendly, they responded to what I had to say and they listened to my complaints about my aching muscles. I’ve now recommended that sports shoe shop to several people.

Research tells us that customers want two basic things from a supplier: -

Firstly, they want quality core service. - In other words, they expect your product or service to work, to do what you say it’ll do. (However, do this alone and you’ll only provide “ordinary” service).

Secondly, they want friendly caring service. - They want to be acknowledged, to feel that someone is interested in them as an individual and that they’re cared about. (This is what provides that little bit “extra”).

Here are Six Steps to add that little bit extra and generate word of mouth:

1. First impressions are vital - It therefore makes good sense to consider what you look like and sound like. In a face to face situation it’s important to make eye contact and smile. On the telephone, it’s not what you say as an initial greeting that matters, but more important how you say it.

2. Warm and friendly - This is what most people want and it makes your life easier too.

3. Use names appropriately - A person name is one of the warmest sounds they hear. It says that you have recognised them as an individual.

4. Respond - If a customer says something, the intention was for you to hear it. And if you hear it, it’s a good idea to acknowledge it.

5. Actively listen - When you think about it, most people aren’t very good listeners. We’d all rather be talking. You have to work hard at listening particularly if you want to let the other person know that you care. Many people listen but don’t show that they’re listening. You’ve got to do all the nodding head stuff and look like you’re interested. And remember over the phone; occasionally make some indication that you’re still there.

6. Close positively - At the end of an interaction it’s a good idea to make a positive statement on a business level and a personal level. Say something like - “If you have any further problems then please phone me on this number and I’m sure you’ll enjoy your holiday next week”.

Make no mistake about it, providing friendly caring service creates that little bit extra and generates word of mouth for your business

Discover how you can generate more business without having to cold call! Alan Fairweather -”The Motivation Doctor” - is the author of “How to get More Sales Without Selling” To receive your free newsletter and free ebooks, visit: www.howtogetmoresales.com