In the latest episode of Velocity Selling TV, Bob Urichuck and Matthew Whyatt discuss the final and eighth step in a sale, Account Retention and Development. Also, don’t forget to download the free guide available below the video.
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Velocity Selling TV Episode 69: Step 8 Account Retention & Development
Bob: Welcome back to Velocity Selling TV. My name’s Bob Urichuck. I’m located in Ottawa, Canada and I have my good friend Matthew Whyatt down in the Gold Coast of Australia. Welcome back Matthew.
Matthew: Thanks very much Bob, how’s it going today?
Bob: Excellent. As a matter of fact Matthew over the last several weeks, starting with episode 62, we started with the Velocity Selling System. Step one, build rapport, step two set parameters, step three uncovering buying motivators, step four uncovering financial ability, step five uncovering decision making process, step six summarising, and last week you went through step seven prescribing solutions and that was fantastic. Now you’ve made the sale, you let the buyer buy, you’ve empowered them, what would you like me to do next? Buyer pulls out his credit card, his purchase order, whatever the process is that you go through. Now, we’re into the final step of the Velocity Selling System, step eight, it’s all about account retention and development. It’s all about what?
Matthew: Well you know what, there’s a lot of value being positioned after the sale. So we spoke about in episode seven sell today and educate tomorrow. This is where we can actually give some wow factor after they buy. It might deal with some buyers remorse. You don’t find that often in sales where we’ve gone through and really understood the client’s issues on a high level but what you can do is you can go back to the customer. They’re having the solution or the product installed, they’ve got that, now we can go back and start the bells and whistles. Now they’re a buyer, they’re engaged, they want ot know more about the other cool stuff they’re going to get that they’re not actually going to expect. So that’s a really cool thing to do. Another thing is you want to show appreciation. Sorry Bob, you were going to say?
Bob: I was just going to say this is where you bring more value to the buyer. This is where you bring all the bells and whistles, the features and benefits, all the stuff that sales people usually dump on you the first minute they meet you. You’re now taking that stuff and not sharing any of it until the very end where it has an impact and the customer gets that wow factor.
Matthew: Exactly. This is another part I was speaking to a client just yesterday, brand new client, and I said what stasge in the process do I ask for referrals or introductions or testimonials and he sort of smirked at me and said I don’t.
Bob: If you don’t ask you don’t get.
Matthew: Exactly. This is a challenge that I’d like to put out to everybody listening today, any business owner or salespeople put testimonials, referrals, and introductions in your sales process. Because if it’s not part of the process, you’re not going to do it. And you know what, the best way to get that introduction is to provide them with the structure for how they are going to be introduced. To do that, we will share in another episode later on. Today it’s about being proactive, it’s about providing them with some wow and making sure that they are actually seeing that value. It’s not just at the sale at the point where they have said yes, it’s actually beyond that. I look at this as climbing Mt. Everest. I just tell you a quick story here. Most salespeople think the summit of the pitch is the purchase. For the buyer that’s basecamp. For the buyer their summit is having the outcome. If you’ve gone ahead and left them and abandoned them at the point of purchase then you are not actually able to help them through the entire process. Make sure you’re focusing on what their outcomes are and continuing to help them through that process so when they get to that summit, they get that outcome, so when they get to that point they’re feeling excited and they will want to maintain that relationship. This is where you’re going to get great referrals and testimonials from them.
Bob: Exactly. And I like to call it, this is a great opportunity for you to build your secondary salesforce. People buy from people. People they like they trust. They just bought from you, they like you, they trust you. They’ll do anything for you because you just gave them extra value because when you listen to them, you ask them questions, you showed you cared, you nurtured them, you helped them, now you have given them a solution, they’re so thankful they’re wow wow wow. Well guess what, they love you. They’ll refer people to you they’ll give you testimonies. They’ll help you in any way they can. That’s the way it works. It’s called word of mouth marketing. This is where it’s such an important step. It’s time to build the relationship, maintain the relationship and make sure you carry on with it. Fantastic Matthew. What are we going to do in our next episode?
Matthew: Look Bob, one of the things I’d like to talk about next is the Discipline. The part of the business that really is you might know all of this stuff, but applying it is important. So let’ move on to that, also I’m probably going to… go ahead.
Bob: I was going to say before we get into discipline why don’t we do a summary of the eight steps using the cheat sheet that’s available to them they can download. We can walk them through. So next episode I want everybody to download what we call the cheat sheet it’s actually referred to the buyer focused velocity selling system summary and post call review. I call it a cheat sheet because what we do with this is we take it out of the workbook and we tape it in the front of our notebook so that when we are taking notes with the client you know where you are and you can back check to yourself until you are a master. We ok with that Matthew?
Matthew: Fantastic Bob.
Bob: So let’s do that next week episode 70. Thanks again Matthew, have yourself a great week ahead.
Matthew: You too. Bye for now.