How to Sell with Confidence to a Customer
Always make the customer believe and feel confident in your service, never give them reasons to doubt your experience.
Make a great first impression
Use Confident Language
Listen to the customer clearly, in other to identify their expectations
If you’re not clear about job, smartly go through the onboarding documents for reminder or call the operations manager, but never let the customer notice your uncertainty
Always study about our service
N.b It is important to work with a headphone or bluetooth headset for the ease of answering calls and making enquiries without having to stop work.
Whatsapp Groups are created for a Self employed contractor to ease communication, it is important to always update and get information from the general group on information such as booking inquiries and general inquiries and updates. Also in the self employed contractor’s Finance group, information about Upsells, Fuel expenses and other financial matters is updated. Communication is highly important and cannot be too over emphasised because it brings about efficiency.
Closing The Sale (Giving The Price)
After you’ve carried out the above and it is towards the end of the conversation, it is time to start talking about price. Whenever you give them the price, you do not just say:
“Its £25”
Most people would say:
“Oh, it's too much”
“Its more than I expected”When giving the price, you want to continuously ask the next question, for example:
“Normally, it’s £25, however it is cheaper if you have friends/family who would like their cars washed too. In this case, it would work out at £20 per car, inside and out. Does this work for you?”
Now, when closing the deal, it is important that before you give them a leaflet, ask the prospect to fill in their details onto the clipboard provided in the van, and explain that you will have someone in the office call them later. This is important so we have their details, you can then proceed to hand them a leaflet and wish them well
N.b Before commencing work for a customer, Smartly collect the vehicle key, you return the key back to the customer once the customer has fully paid for the service
Case Study:
Amin performed a headlight restoration service, but the customer refused to pay, citing dissatisfaction with the results. Amin's mistake was not retaining the customer's car key until payment was made. This incident highlights the critical importance of holding onto the car key until the service is completed and payment is received, to prevent customers from driving off without paying.
Difference between Tips and Upsell
Tips is a sum of money customarily given by a customer to a self employed contractor as hospitality for the service they have performed, different from the price of the service offered or extra service required by the customer while an Upsell is the money paid by a customer for the extra service or a particular product , for example customer A booked for a mould removal + wax for 132 GBP then after this service while still at the customer’s appointment the customer requested for extra wax , which is 30 GBP, the upsell here is the extra wax( 30 GBP) because it wasn't originally in her booked service but due to the course of the job, the need for an extra service was needed.