WEBVTT

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Another key way in which you
can support the sales process

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is by recognizing and responding
to sales opportunities.

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Even though you may not think of
your job as involving "sales" per se,

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the fact is sales opportunities
present themselves all the time.

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And you do need to know how to recognize
and respond to them when they do.

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The key, just like it is with any sales strategy,

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is to ask questions and then
really listen to the answers.

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I see you recently moved your 401k program
over to us. How is that working out for you?

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In asking these questions, you not
only get the customer talking,

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but you also build trust and loyalty because
it shows you're genuinely interested

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in the customer as a person; not
just as a source of revenue.

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So, what kinds of questions should you be
asking to help uncover new sales opportunities?

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Well, you can ask open-ended
questions - in other words,

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questions that can't be
answered with a yes or no

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about things like the customer, the organization

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and the product or service that
the customer has purchased.

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And I'd recommend using the same ask,

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listen, clarify and confirm strategy that
your organization's sales people use.

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That will help keep the customer engaged and
confirm understanding of the opportunity.

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Just so you don't get the wrong idea,
this isn't a "hard sell" approach.

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It's more about simply taking a
genuine interest in the customer,

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asking how things are going and looking
for more ways to help him out.

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Let me show you what I mean.