Have you met an unsuccessful salesman who really knew his product and company well, but couldn’t close the deal? I have. Indulge me a moment to provide you with a personal example. It’s the week before Christmas. I’m taking the liberty to relate a spiritual experience to show universal truths of salesmanship.
About 30 years ago, while serving as an area leader for 28 Mormon missionaries in Santiago, Chile, I was surprised to learn that one of my companionships of fairly-new missionaries had been teaching a young family the basic principles of the Gospel of Jesus Christ for more than six months. They vented their frustrations that, even though it was an incredibly united, loving family, who loved receiving lessons about the gospel, none of them had made the decision to get baptized.
I was only 20 years old at the time, with no previous sales experience, but I felt inspired to ask them a simple question:
1. “Have you resolved all of their concerns?”
They immediately and confidently responded “Yes.” The family had raised many, many questions over the several months of in-home visits. They were proud of the fact that, as far as they knew, it wasn’t their fault that the family had not yet decided to “take the plunge.”
After their response, I asked them a second, even simpler question:
2. “Have you asked the family to get baptized?”
They looked at me dumbfounded. Then they looked at each other. Then they looked back at me with the same mouth-dropping shock – all in silence. That’s when I knew that they had only taken one of the two necessary steps for closing the deal. “I’ve got some free time after this morning’s meeting,” I told them. “Is it okay if I go visit this family with you?” They agreed to let me, still clueless as to the simple power of resolving concerns and asking for the sale.
As we entered this good family’s home, I felt like they were ready. It was a peaceful, happy home with love felt all over the place. The family sat down. After I was able to get to know them a little, I asked the family the same two simple questions (in Spanish):
“Have these two men answered all of your questions and concerns about the LDS church and the gospel of Jesus Christ, including the commandment to be baptized?”
They all answered “Yes”, just as I assumed, and explained how patient, knowledgeable, and kind the two missionaries had been.
They confirmed that there was not a single thing holding them back from making the decision to join the church. Then I asked them the next question:
“Will each of you (I looked at the entire family) demonstrate your faith in the Savior by following His example and going down into the waters of baptism this Sunday at 6pm?”
The family had been anxiously waiting for someone to ask them this very question for months. I had barely finished my question when the whole family blurted out in unison “Yes!” That Sunday they were all baptized. It was a privilege for me to watch as they all made sacred covenants with their Father in Heaven.
This experience, although spiritual in nature, teaches two basic business strategies. Namely, resolve all the concerns of potential customers, then ask them for the sale.
If you are an online business owner, the best way to close the deal using these two strategies is through live chat.
When people have questions or concerns, they don’t want to pick up the phone anymore. What a hassle! They don’t want to email you either for fear they may never get an answer or that your company will forever spam them with things they don’t need.
In 2017, most online customers want the convenience, anonymity, and quick, effective service that only a live chat service like Rhino Support can provide. Your live chat support agents should be taught all the ins-and-outs of your business. They should be courteous and informative. And after they have resolved all of their potential customers’ concerns, they must be trained to ask for the order.
Connect live chat to your website and hire a friendly support team that knows how to close the deal and you will be successful.