Tag: sales training melbourne

Does your Sales Team need Sales Coaching?

Posted on | by Sienna

Sales coaching is when an experienced Sales Trainer provides guidance and support to sales professionals to help them improve their sales performance and reach their full potential.

It’s a personalised and ongoing process aimed at enhancing sales skills, addressing specific challenges, and achieving personal and team goals.

A well-trained and motivated sales team can make all the difference between success and mediocrity.

One effective way to enhance your sales team’s performance is to engage with the best sales trainers for sales coaching. We’ll explore the significance of sales coaching and how to determine if your sales team could benefit from it.

The Importance of Sales Coaching

Sales coaching is a structured process aimed at improving the overall performance of your sales team. It involves providing guidance, feedback, and support to help sales professionals reach their full potential. Here are some key reasons why at KONA, we believe sales coaching is important:

Skill Development

An effective sales trainer will help to coach your team to acquire and refine essential selling skills, such as:

  • Effective communication
  • Objection handling
  • Negotiation
Garret Norris, CEO of the KONA Group delivering a training workshop.
Garret Norris, CEO of the KONA Group delivering a training workshop.

Performance Improvement

Regular coaching sessions can identify areas where your salespeople are struggling and provide targeted solutions to improve their performance.

Motivation and Engagement

Sales coaching boosts team morale and motivation by showing that the business invests in their growth and success.

The sales work is constantly adapting and changing. We also need to adapt to keep up with trends.

Adaptation to Change

The sales world is constantly evolving. Coaching helps salespeople adapt to:

  • New technologies
  • Market trends
  • Changing customer expectations

Consistency

Coaching ensures that all team members adhere to best practices and maintain a consistent approach to selling.

Signs Your Sales Team Needs Coaching

Now that we know the importance of sales coaching, what are some signs that indicate your sales team may benefit from coaching?

Declining Sales Performance

Have your team’s sales numbers been consistently falling? Is your team failing to meet targets? These are a clear indicator that coaching is needed.

High Turnover Rate

Having a high turnover within your sales team could suggest that they are not receiving the support and development opportunities they need to succeed.

Inconsistent Performance

Do some of your team members consistently outperform others?

Coaching can help bridge the performance gap and bring everyone up to a higher standard.

Resistance to Change

Salespeople who resist adopting new strategies, tools, or technology may require coaching to help them embrace change and stay competitive.

Lack of Confidence

If members of your team lack confidence in their abilities, it can significantly impact their sales results.

Coaching can boost their self-assurance.

The expected outcomes of Sales Coaching.

Difficulty Handling Objections

An inability to effectively handle objections from potential customers can hinder the sales process. Coaching will equip your team with better objection-handling skills.

Ineffective Communication

Poor communication skills can result in misunderstandings and missed opportunities. Coaching can enhance your team’s ability to communicate persuasively and empathetically.

Missed Sales Opportunities

If your team frequently loses deals they should have won, it may indicate the need for coaching to improve their closing techniques.

Implementing Sales Coaching

Once you’ve identified that your sales team needs coaching, it’s crucial to implement a structured coaching program

Assessment: Begin by assessing the strengths and weaknesses of each team member to tailor coaching sessions to their specific needs.

Set Clear Objectives: Define clear coaching objectives and goals to track progress effectively.

Provide Training: Invest in coaching training for managers or bring in external coaches with expertise in sales. All of KONA’s sales trainers have run businesses, led teams, built pipelines and managed accounts. We know that without sales, there is no business.

Regular Feedback: Conducting regular coaching sessions and providing constructive feedback will help your team improve continuously.

It's important to measure the results of sales coaching on your sales team.

Measure Results: Track the impact of coaching on sales performance and adjust the coaching program as needed.

Sales coaching is a powerful tool to enhance your sales team’s skills, motivation, and performance.

The first step is recognising the signs that your team may need coaching, the next step is to engage with a Sales Trainer to implement a structured Sales Coaching program.

Empower your salespeople to achieve their full potential and drive your

business to greater success.

Call 1300 611 288 or Email info@kona.com.au

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Sales Techniques to identify Customer Pain Points and Needs

Posted on | by Sienna

People buy for Pleasure or Pain, Aspiration or Need.

How do you identify the Needs and Pain Points of your Customers?

A key factor that determines the success of a company is its ability to truly understand the needs and pain points of its customers.

This understanding forms the foundation for creating products and services that address real problems and provide value. In this blog, we will explore sales techniques to identify customer needs and pain points to enhance your business strategies.

There are typically four types of customer pain points being Process, Financial, Support & Product.

Conduct Thorough Market Research

Market research is the starting point for identifying customer needs and pain points. It involves gathering information about your target audience, industry trends, and competitors.

Utilise both qualitative and quantitative research methods, such as:

  • Surveys
  • Focus groups
  • Social media analysis

This will help you to gather insights into your customers’ preferences, challenges, and desires.

Listen to Customer Feedback

Customer feedback is a goldmine of information.

Whether it’s through:

  • Customer support interactions
  • Online reviews
  • Social media comments

Paying attention to what your customers are saying can help uncover their pain points and unmet needs.

It’s important to regularly engage with customers to gather their opinions and experiences and make adjustments based on their feedback.

Create Buyer Personas

Buyer personas are fictional representations of your ideal customers.

By creating detailed personas that encompass demographic information, behaviours, goals, and pain points, you can better understand the motivations and challenges your customers face.

These personas serve as a reference point for tailoring your products and services to meet their specific needs.

Analyse Customer Journeys

Understanding the customer journey is crucial for identifying pain points.

  • Map out the various touchpoints a customer has with your brand, from initial awareness to post-purchase interactions.
  • Identify potential bottlenecks, moments of frustration, and areas where customers might be seeking additional solutions.

Addressing these pain points can lead to improved customer satisfaction.

Identify customer pain points by understanding the customer journey.

Monitor Social Media and Online Communities

Social media platforms and online communities provide valuable insights into customer discussions, complaints, and recommendations. Regularly monitor these spaces to identify emerging trends, common challenges, and areas where your target audience seeks solutions. Engaging in these conversations can also demonstrate your commitment to addressing customer needs.

Offer Exceptional Customer Support

Your customer support team is at the forefront of interacting with customers.

You can train them not only to resolve issues but also to listen to customer concerns.

By analysing the patterns of customer inquiries, you can identify recurring pain points and take steps to alleviate them.

Conduct Surveys and Questionnaires

Surveys and questionnaires provide a structured way to collect targeted feedback from your customers.

Craft questions that delve into their experiences, preferences, and challenges.

This data can help you identify trends, prioritise pain points, and make informed decisions about product development and improvements.

Monitor data analytics and usage patterns to uncover valuable insights into customer behaviour.

Monitor Analytics and Usage Patterns

Data analytics can reveal valuable insights into customer behaviour.

  • Monitor how customers interact with your website, mobile app, or products.
  • Identify drop-off points, frequently used features, and areas where customers spend the most time.

These patterns can provide insights into both needs and pain points.

Identifying customer needs and pain points is an ongoing process that requires continuous effort and adaptation.

By combining thorough research, active listening, and a commitment to delivering exceptional customer experiences, you can develop products and services that truly resonate with your target audience.

Remember, a customer-centric approach not only enhances your business’s bottom line but also fosters lasting customer loyalty.

The KONA Group specialise in Corporate Sales and Management Training Programs and Tailored Business Growth Strategies.

If you would like to find out what we can do for your business, call us on 1300 611 288 or

Email info@kona.com.au

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Has Your Business Considered These Eye-Opening Sales Statistics?

Posted on | by Sienna

When it comes to statistics, we rely on them to help forge our strategy or to choose a supplier.

Statistics play a crucial role in business strategy for several reasons.

Data-driven decision making

Statistics provide a systematic and objective approach to analysing data. By using statistical methods, businesses can make decisions based on evidence and facts rather than intuition or gut feelings. This reduces the risk of making decisions on suppliers based on biases or incomplete information.

KONA have in FY 22/23:

  • Delivered sales training to over 1,920 salespeople.
  • Delivered customer service training to over 480 CSO’s.
  • Profiled over 768 people using DISC, HBDI and MBTI
  • Delivered leadership training to over 228 leaders.

Understanding sales trends and statistics is essential for making informed decisions and crafting effective sales strategies.

Here we will delve into ten intriguing sales statistics that will help businesses gain valuable insights and adapt to the dynamic market landscape.

1. Customer Experience Matters

Over 70% of customers are willing to pay more for products or services from companies that provide exceptional customer service. (Source: HubSpot)

This highlights the importance of focusing on customer satisfaction and building strong relationships with clients.

2. Speed Matters

Did you know that 50% of sales go to the vendor that responds first? (Source: InsideSales)

In today’s fast-paced world, quick response times can make a significant difference in securing a sale.

3. Social Selling Impact

A compelling 78% of salespeople who utilise social selling techniques outperform their peers who don’t use social media. (Source: Forbes)

Social selling is no longer an option but a necessity for modern sales professionals.

4. Lead Nurturing Pays Off

Companies that excel at lead nurturing generate 50% more sales-ready leads at a 33% lower cost. (Source: Forrester Research)

Investing in lead nurturing can lead to increased conversion rates and more cost-effective sales processes.

5. Mobile Sales on the Rise

Mobile sales make up 34.5% of all e-commerce sales globally. (Source: Statista)

With the increasing popularity of mobile devices, businesses must optimise their sales channels for mobile users to tap into this growing market.

6. Video Content Sells

Including video in your sales emails can boost click-through rates by a staggering 300%. (Source: HubSpot)

The power of visual content should not be underestimated in engaging potential customers.

7. Trust and Referrals

A massive 92% of customers trust referrals from people they know. (Source: Nielsen)

Word-of-mouth marketing and referrals remain incredibly influential in driving sales.

8. Personalisation is Key

A study found that 80% of customers are more likely to make a purchase from a brand that offers personalised experiences. (Source: Epsilon)

Tailoring sales efforts to individual preferences can significantly impact conversion rates.

9. Abandoned Carts Can Be Recovered

Approximately 69% of online shopping carts are abandoned, but effective retargeting strategies can recover 5-10% of these sales. (Source: Baymard Institute)

Don’t ignore potential revenue from abandoned carts; implement retargeting techniques to bring customers back.

10. Upselling and Cross-Selling Work

Upselling and cross-selling can lead to significant revenue growth.

Upselling has a 20-30% success rate, while cross-selling sits at 10-30%. (Source: Source: Marketing Metrics)

Encourage sales representatives to explore upselling and cross-selling opportunities with existing customers.

In the ever-evolving world of sales, staying informed about key statistics is vital for businesses aiming to succeed.

By understanding the impact of customer experience, the importance of quick responses, the power of social selling, and the potential of mobile sales, companies can shape their strategies for maximum effectiveness.

Focusing on personalised experiences, abandoned cart recovery, and upselling/cross-selling can significantly boost revenue and customer satisfaction.

So, take these ten compelling sales statistics into account and pave the way for a successful sales future.

Contact KONA to discuss how we can help you boost sales in your business!

Call 1300 611 288 or email info@kona.com.au

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3 Reasons Why You Should Train Your Sales Team This EOFY

Posted on | by Sienna

Has your business ever experienced a decline in sales? Perhaps you have noticed team morale has dropped, or maybe your company has recently had a high turnover of staff.

It may be time to consider engaging with a Sales Trainer to implement a sales training program for your sales team.

Three Reasons Why You Should Consider Training Your Sales Team

The best sales trainers will tell you that training your sales team at the end of the financial year (EOFY) can provide many benefits.

Here are three key reasons why you should consider training your sales team during this period:

1. Maximising Performance and Revenue

The end of the financial year is a critical time for businesses to achieve their revenue goals.

Training your sales team during this period can help them:

• Refine their skills
• Learn new strategies
• Stay up-to-date with the latest sales techniques

By equipping your sales team with the necessary knowledge and tools, you can enhance their performance, increase their productivity, and ultimately drive more revenue for your business.

Effective training can help them to:

• Close deals more effectively
• Negotiate better terms
• Overcome objections
• Lead to improved sales results

2. Capitalising on New Targets and Budgets

The start of a new financial year often brings new sales targets and budgets.

Training your sales team at the EOFY enables them to familiarise themselves with the upcoming targets and understand any changes in the budget allocation.

By aligning the team’s skills and strategies with the new targets, they can better plan their sales activities, identify potential opportunities, and effectively allocate their resources.

This proactive approach to training ensures that your sales team is prepared to ‘hit the ground running’ as the new financial year begins.

3. Addressing Skill Gaps and Adapting to Market Changes

The business landscape is constantly evolving, and it’s essential for sales teams to adapt to changing market conditions.

The EOFY provides an excellent opportunity to assess the performance of your sales team over the past year and identify any skill gaps or areas for improvement.

By conducting targeted training sessions, you can address these gaps and equip your team with the skills needed to excel in the upcoming year.

Whether the training is for:

• Improving their product knowledge
• Enhancing their negotiation skills
• Leveraging new sales technologies

An effective Sales Trainer will provide modern training that can help your sales team stay competitive and adapt to market changes effectively.

Training your sales team during the EOFY comes with many benefits.

By investing in your sales team’s development and providing them with the necessary tools and knowledge, you can empower your team to achieve better results, drive revenue growth, and stay ahead of the competition.

Contact KONA today to discuss a tailored Sales Training program for your team!

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6 Traits Of A Successful Salesperson

Posted on | by Sienna

Sales is a dynamic industry that requires a unique set of skills and qualities

While experience and product knowledge are valuable, the traits possessed by successful salespeople play a pivotal role in their achievements.

Here we will explore the six key traits that distinguish top-performing sales professionals.

Whether you’re an aspiring salesperson or looking to enhance your existing skills, understanding these traits can guide you on the path to success.

1. Empathy

One of the most crucial traits for salespeople is empathy.

The best Sales Trainers will tell you that successful sales professionals possess the ability to put themselves in their customers’ shoes and understand their needs, concerns, and desires.

By genuinely empathising with clients, salespeople can build trust and establish meaningful connections.

This allows them to:

  • Tailor their approach
  • Offer personalised solutions
  • Close more deals

Empathy is the foundation of effective communication and building lasting customer relationships.

2. Resilience

Sales can be a challenging and often rejection-filled environment.

Successful salespeople have a resilient mindset that enables them to persevere through setbacks and bounce back from rejection.

Successful salespeople view rejection as an opportunity to learn and grow, rather than a personal failure.

Resilience allows sales professionals to:

  • Maintain their motivation
  • Stay focused on their goals
  • Consistently put in the effort required to achieve success

3. Excellent Communication Skills

The ability to communicate effectively is a fundamental trait for a salesperson.

Successful sales professionals are exceptional communicators who can:

  • Articulate their ideas clearly
  • Actively listen to customers
  • Adapt their communication style to match the needs of different individuals

They ask relevant questions, address customer concerns, and present their product or service in a persuasive and compelling manner.

Strong communication skills are crucial for building trust, conveying value, and influencing buying decisions.

4. Confidence

Confidence is another trait commonly found in successful salespeople.

It instils trust in both the salesperson and the product they are promoting.

Confident sales professionals exude enthusiasm and conviction, which can be contagious.

Their self-assurance enables them to approach potential customers with ease, overcome objections, and handle challenging situations.

Confidence is a magnet that attracts customers, and gives customers confidence in the salesperson’s ability to deliver on promises.

5. Adaptability

In the rapidly evolving business landscape, adaptability is a trait that sets successful salespeople apart.

The most successful salespeople will:

  • Embrace change
  • Readily adapt to new technologies and market trends
  • Continuously seek opportunities for improvement

They are quick learners who can adjust their strategies and approaches to align with the ever-changing needs of customers.

Adaptability allows sales professionals to stay ahead of the competition and thrive in dynamic sales environments.

6. Goal-Oriented

Highly successful salespeople are driven by goals. An important aspect of training that sales trainers should implement into their programs is goal setting for salespeople.

They set ambitious but achievable targets – both short-term and long-term – and develop clear action plans to reach them.

They are motivated, self-disciplined, and consistently monitor their progress.

Goal-oriented sales professionals focus on results and constantly strive to exceed their own expectations.

They use their goals as a compass to guide their efforts, stay motivated, and maintain a sense of purpose in their sales activities.

While there is no one-size-fits-all formula for sales success, these six traits are often found in highly accomplished sales professionals.

  • Empathy
  • Resilience
  • Excellent communication skills
  • Confidence
  • Adaptability, and a goal-oriented mindset form the foundation of their achievements.

By nurturing these traits and continuously honing their sales skills, salespeople can position themselves for greater success in a highly competitive field.

Contact the team at KONA and speak to our experienced Sales Trainers to discuss a tailored Sales Training Program for your sales team!

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6 Ways To Lessen The Effects of Inflation Impacting Sales

Posted on | by Sienna

As inflation continues to affect various sectors of the economy, businesses are looking for ways to lessen its effects on sales.

Here we will discuss six ways that businesses can mitigate the effects of inflation on their sales.

Upsell & Cross Sell

Upselling and cross-selling increases the overall revenue generated from each customer transaction.

Upselling – encourages customers to purchase a higher-priced item or a more expensive version of a product they are already interested in.

By persuading customers to spend more money, upselling can increase the average sale value and the overall revenue generated per transaction.

This increased revenue can help offset the impact of inflation on the cost of goods sold.

Cross-selling – involves recommending related products to customers to encourage them to make additional purchases.

Cross-selling can help increase the total amount customers spend on their purchases, and can help offset the impact of inflation by increasing revenue generated per customer.

Combining these two strategies can help businesses mitigate the impact of inflation on sales.

Upselling and cross-selling can help businesses build stronger relationships with customers by providing them with a better shopping experience and meeting more of their needs.

Ultimately this can lead to increased customer loyalty and repeat purchases.

Upselling and cross-selling

Increase Prices Strategically

A common response to inflation is to increase prices – but businesses need to be strategic about how they do this.

Consider the cost of goods sold, the competition, and the impact on customer demand.

A small price increase might be more effective than a large one.

It could also be phased in over time to minimise the impact on customers.

Implement Cost-Cutting Measures

Businesses can look for ways to reduce their expenses by:

  • Negotiating with suppliers
  • Reducing waste
  • Finding more efficient processes

By cutting costs, businesses can maintain their profit margins despite rising prices.

Offer Discounts and Promotions

Offering discounts and promotions is another way to mitigate the effects of inflation.

Customers are more likely to buy when they feel they are getting a good deal.

Businesses can offer sales, coupons, or other promotions to incentivise customers to buy despite rising prices.

It’s important to note that discounts should be strategic and well-timed, or they could hurt profit margins.

Diversify Your Product Line

Expanding your product line can help to lessen the effects of inflation.

If prices are rising for a particular product, businesses can offer alternative products or services that are less affected by inflation.

This way, they can still generate sales – even if customers are cutting back on spending for certain items.

Focus On Customer Service

Focusing on customer service can help mitigate the effects of inflation.

When customers feel valued and appreciated, they are more likely to continue doing business with a company, even if prices are rising.

By providing excellent customer service, businesses can retain customers and maintain sales despite inflation.

By providing excellent customer service, businesses can retain customers and maintain sales despite inflation.

Inflation is an economic reality that businesses need to address.

By implementing these strategies, businesses can ease the effects of inflation on their sales and remain competitive in their industries.

Contact KONA today to discuss a tailored Sales Training Program for your business!

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3 Reasons Why Your Sales Team May Not Be Hitting Targets

Posted on | by Sienna

 

Sales teams are the backbone of successful businesses, responsible for bringing in revenue and driving growth.

Sometimes sales teams can struggle to hit their targets, and it can be challenging to identify the reasons behind this.

Here are three common reasons why sales teams may not be hitting their targets and what you can do to address them.

Lack Of Clear Goals And Direction

One of the most common reasons why sales teams may not be hitting their targets is a lack of clear goals and direction.

Without specific, measurable, achievable, relevant, and time-bound (SMART) goals, sales teams may lack focus and direction.

This can often lead to a lack of motivation and lower productivity.

Sales teams need:
• Clear goals
• Performance metrics
• Incentives that align with the company’s overall objectives

Sales leaders need to set targets that are challenging but achievable, and regularly communicate progress updates to the team.

Providing regular feedback and recognition to the team members who achieve or exceed their goals will help to motivate the team.

Inadequate Training and Coaching

Sales is a constantly evolving field, and the sales team needs to keep up with the latest trends, techniques, and technologies to stay competitive.

Without adequate training and coaching, sales teams may struggle to keep pace with changing market dynamics. This can negatively impact their performance.

Sales leaders need to provide regular training and coaching to their teams to ensure they have the skills and knowledge needed to succeed.

This includes:
• Product knowledge
• Sales techniques
• Objection handling techniques
• Negotiation skills

Leaders should provide ongoing support and mentorship to help salespeople develop their skills and confidence.

Poor Lead Quality and Insufficient Lead Generation

Sales teams can only succeed if they have high-quality leads to work with.

If the lead generation process is insufficient or the quality of leads is poor, sales teams will struggle to meet their targets.

Sales leaders need to work with their marketing teams to ensure the lead generation process is effective.

This includes:
• Developing buyer personas
• Identifying the most effective lead generation channels
• Optimising the lead scoring and qualification process

Sales and marketing teams should work together to ensure there is a consistent flow of high-quality leads that meet the sales team’s needs.

Sales teams are critical to the success of the business, and it’s essential to understand why they may not be hitting their targets.

By addressing the issues, Leaders can help their teams stay motivated, focused, competitive, and drive revenue growth for the business.

 

Contact KONA today to discuss customised Sales Training for your Sales Team!

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5 Ways To Sell Value, Not Price

Posted on | by Sienna

When selling products or services, it can be easy to fall into the trap of focusing on features or price.

However, this approach often leads to customers feeling like they’re not getting the most value for their money.

Instead, it’s important to focus on selling the value of what you’re offering. Here are five ways to do that:

Focus On The Problem You’re Solving

Rather than highlighting the features of your product or service, focus on the problem it solves for the customer.

This can be a pain point they’re experiencing or a need they have that your product or service addresses.

By framing your offering as a solution to a problem, customers will be more likely to see its value.

Emphasise The Benefits

Instead of listing the features of your product/service, focus on the benefits it provides.

For example, if you’re selling a software tool, instead of listing all the features it has, highlight how it can:

  • Save time
  • Increase efficiency
  • Improve workflow

Customers will be more interested in how your offering can help them than the specific features it has.

Tell A Story

People connect with stories, so use storytelling to convey the value of your offering.

Share stories of customers who have used your product/service and how it has helped them.

This can help potential customers see the value of what you’re offering and imagine how it could benefit them as well.

Offer A Guarantee

Offering a guarantee can help customers feel more confident in their purchase and see the value of what you’re offering.

For example, if you’re selling a product, offer a money-back guarantee if the customer is not satisfied.

This shows that you stand behind your offering and believe in its value.

Provide Excellent Customer Service

Customer service can be a key factor in how customers perceive the value of your offering.

If you provide excellent customer service, it will build trust and loyalty, which can translate into customers seeing the value of what you’re offering.

Make sure to be responsive, helpful, and courteous in all your interactions with customers.

By using these tips, you can sell the value of your offering rather than just its features or price.

When customers can see the value that your product or service will have for them, they will be more likely to make a purchase.

Contact KONA to discuss tailored Sales Training for your Sales Team!

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5 Ways To Overcome A Sales Setback And Build Resilience

Posted on | by Sienna

The occasional setback is inevitable in sales and can often make us feel that we are not making progress.

When the feeling of discouragement after a setback is left unresolved, it can leave you incapable of moving forward and achieving your goals.

There are ways you can recover from a setback and make a comeback!

Five Ways to Overcome a Setback and Build Resilience

Use your setback to form your comeback.

1. Acknowledge the Setback

Everyone experiences a set-back at some point. If you have one, the first step is to acknowledge the problem.

Recognise that there is no turning back and take it as a learning experience.

2. Consider the Worst-Case Scenario


Thinking of the worst possible outcome for a situation can make you feel a little bit better, as well as giving you a better understanding of what happened.

When you experience a setback, it is a good idea to consider what the worst possible outcome would look like.

3. Re-assess your Position

Re-Assess Your Vision for Moving Forward

Once you have thought about the worst possible outcome, you should go back and re-assess your vision for moving forward.

Consider things like:

  • What is the goal I want to achieve?
  • What can I do differently to ensure this doesn’t happen again?
  • How can I learn from this set-back?

4. Learn your lessons and be Resilient

It is most important to maintain a positive outlook when dealing with a setback.

Characteristics that are important in sales include resilience and the ability to adapt in stressful situations.

Learn your lessons from your setback and build your resilience.

5. Remember… Pick up and go again!

Here are some reasons why “Going Again” after a sales setback is so important:

  • Learning Opportunity: Sales setbacks can provide valuable insights and feedback about what went wrong, what could have been done differently, and how to improve for the future. Analysing the situation and understanding the root cause of the setback can help to develop new strategies and approaches.
  • Resilience Building: Going again after a sales setback demonstrates resilience and determination. It’s important to view setbacks as temporary and not as a reflection of personal failure. By pushing through setbacks, sales professionals can build their resilience and develop a growth mindset.
  • Opportunity to improve skills: Facing a sales setback can highlight areas where sales professionals need to improve their skills, such as communication, negotiation, or product knowledge. By addressing these areas and seeking out training and development opportunities, sales professionals can increase their chances of success in the future.
  • Maintaining Momentum: Consistency and persistence are key to achieving sales success. Going again after a setback keeps the sales process moving forward and maintains momentum, rather than allowing the setback to disrupt progress and cause delays.

Prove You Can Turn It Around

Although a setback can be upsetting, you should demonstrate resilience and you prove that you can turn things around.

In business and in life, you are going to have setbacks now and again. What matters most is how you bounce back.

Setbacks shouldn’t stop you from achieving your goals.

Contact the team at KONA to discuss how tailored Sales Training and benefit your team!

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8 Effective Tips When Handling An Unreasonable Customer

Posted on | by Sienna

Every business has to deal with an unreasonable customer at one point or another

A customer is commonly regarded as being unreasonable when they:

  • Demand a service or product whether it is provided by your business or not
  • Are seemingly impossible to appease
  • Argue the price
  • Display rude behaviour towards the salesperson

Here are 8 tips you can use to handle an unreasonable customer.

1. Listen Attentively

Listening to your client is the first step in resolving an issue.

Typically an unreasonable customer will believe their request is actually quite reasonable.

Try to see things from your customer’s view point. Being understanding is important when trying to solve the problem.

2. Let Them Know Your Side

After listening to the customer, you should help them to see your point of view as well.

Eg. If your customer is trying to negotiate you down from your price, explain how you have arrived at that price and why.

3. Consider Other Options

If your customer requests additional services free of charge that are not included in the agreement, explain why you can’t fulfill their request.

But, always offer an alternative option.

Think about alternatives that are fair and will benefit both of you.

Consider the following:

  • Could you deliver on part of the extra demands?
  • Are there lower-priced alternatives that could meet their needs?

4. Assess The Cost Of Saying “Yes”

If you are the business owner or sales manager, it’s a good idea to calculate he costs linked to catering to unreasonable customers each month. You can then off-set those costs by making changes such as cutting costs in other areas of the business, or raising prices of other products.

It is also beneficial to assess the team’s customer service and negotiation skills.

If you find any issues in these areas, it may indicate a need for staff training.

5. Assess The Consequence Of Saying “No”

Consider what the repercussions are of saying “no”.

Is it possible that you will lose this customer if you deny their demands? If a customer’s demands are virtually impossible and you cannot find an alternative, you can be left with no choice.

You should always carefully assess the situation before saying no, and explain your reasons while remaining calm and polite.

6. Empathise With Them

When you are unable to meet a customer’s request, you should always show empathy.

They are still your client and unless they are extremely difficult, you don’t want to lose them.

It is a good idea to send them a follow-up email or a phone call after a few days to maintain the relationship and show you care.

7. Show Gratitude

Keep in mind that no matter how unreasonable your customer is, you never know what someone is going through.

A simple thank-you is something you should always do.

It will show the customer that you value the relationship even if they have ended a contract with you or left without making a purchase.

8. Don’t Let Them Leave Angry

Rumours about a business spread rapidly, more so now than ever.

It’s important that a customer does not leave angry, to ensure they don’t post anything on social media, or spreading rumours that can damage the reputation of your business.

Does your sales team have an effective plan to handle unreasonable customers?

Contact the team at KONA to discuss a customised Sales Training Program for your business.

Call 1300 611 288 or email info@kona.com.au

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