Keeping your existing clients happy is a vital part of your business.  If you want to establish stability in your cashflow you need to maintain your repeat customers.

The best way to do this is to train your staff on the proper way to handle complaints.  Handling a complaint is very similar to the process that we use for handling objections.

Here is an acronym to help you and your staff remember the process:
L.A.S.T.

-L is for
Listen
. Don't take offense or get emotional when a customer comes to you with a complaint.  Simply stay calm and listen with a smile.

-A is for
Apologize
.  Tell them that you are sorry for the inconvenience.  A can also stand for ask a question.  Make sure you clarify the problem before you address it.

-S is for
Solve the Problem
.  Quickly offer a solution.  You should offer your customer something enticing right away.  Don't be cheap or proud, never try to convince your customer that they are in the wrong.  It is well worth a short term loss in exchange for a long term loyal, promoter customer.

-T is for
Thank Them
.  Thank your customer for bringing the problem to your attention.  By doing so this customer has highlighted an area in your business that may be turning countless others silently away.

Remember that a person that complains really wants to like, and help you.  They may actually think the world of your business and have built it up to their friends only to find it fall short in some way, thus causing some minor embarrassment.  They want to be able to brag about you, the process above will give them reason again.

This process may seem like common sense to you but you might be surprised at how many of your employees don't know this.

Every person on your team should be trained in sales and customer service, not just your sales team or receptionists.  Your customers will likely come into contact with other members of your team, a maid, cook, or handyman for example, and will expect the same level of service that your front end has provided them with.

Also don't hesitate to give even your lowest level employees the ability to give a discount.  Having to fight through two levels of managers to get a free meal, or even just an apology, can be a very traumatic ordeal for your customer.

In sales one of the first strategies people employ is to blanket their market with sales letters or e-mails in attempt to single out the most interested parties.
 
This is a fine idea, but it is incredibly important to make sure that your sales letter is exciting before you spend money to distribute it.  If the letter is boring, confusing or unappealing your campaign could cost you dearly.
 
Some sales letters really grab your attention.  Some go directly into the trash.  Below are 10 steps outlined by Alexi Neocleous that will make your offer too good to refuse.
 
Step One:  Be sure you have completed your market research.  You should know who your ideal client is and what problems you are helping them solve.
 
Step Two:  Go out and collect models to put in your own "swipe" file.  Keep sales letters that have caught your attention.  You should always copy successful models.
 
Step Three:  Create, or better yet copy, a great headline that stands on its own.  Magazine covers and news articles have great examples of enticing headlines.
 
Step Four:  Create, or swipe sub-headlines.  Be sure they too are in "caps."  These headlines should follow the initial "grabber" headline and draw your customer into the body of the letter.
 
Step Five:  Start with "Dear Friend" and then mention the market's massive problem or list your benefits.
 
Step Six:  Don't be afraid to add an extra "eye-catcher" or "grabber."  Use a bolded headline to break up a large body of text and keep your customers eyes moving.
 
Step Seven:  Get straight into the offer at this time.  What are you selling, what's the deal, how can you solve the problem?
 
Step Eight:  Address the offer so the prospect fully understands why you are sending the offer to them.  Be brutally honest and close the first page on a "cliff hanger."
 
Step Nine:  Make sure you have included headlines throughout with bold print, key points.  Let the key points pull the reader through the letter.
 
Step Ten:  Add a benefit's list.  Put the dollar signs in their eyes.  Articulate the benefits in a specific manner.  Then explain the reason why the benefit is good.  Testimonials are effective here as well.
 
"Don't forget that you are here to solve the client's problem.  This process is not about you.  It is about your client."  - Alexi Neocleous
 
Also remember to respect your customer.  Don't insult their intelligence by trying to be sneaky, just be honest and excited about the benefits of your product or service.
 
For an example of a very successful sales letter including expert analysis from Blair Singer and Alexi Neocleous please refer to our Automatic Lead Generator System Training Kit.

The following is an excerpt from Blair Singer's book "Little Voice" Mastery.  Today we are featuring technique # 7 of 21 proven techniques to re-programming the Little Voice in your brain in 30 seconds.

How to Overcome the Fear of Making Mistakes

Adapted from Joseph McClendon III, co-author of Unlimited Power: A Black Choice with Anthony Robbins.

"I'll call this stage fright, because anybody who presents, and anybody in sales, will know that unless you get a little knot in the pit of your stomach before a presentation, you're just not normal. 

I still get it after all these years, and I think everybody does.  But I have an interesting way to deal with this.

Even Barbara Streisand, who would get nauseated from her stage fright, or world-class tennis players who get the butterflies use this method.

It's called celebrating mistakes.  I know it sounds silly, but it's a total reprogramming or rewriting of your brain.

So (when you feel nervous) take both hands, thrust them in the air, and shout, "Yeah!" to celebrate.  It's simple - just put yourself in a quiet place, thrust your arms out, and yell, "Yeah!"

Pretend it's a win and celebrate.  Do it a few times.  I know it sounds a bit Looney Tunes, but if you repeat it enough times - and it only takes about 30 seconds - you're wiring your brain to celebrate whenever you get nervous.

Think about the repercussions of that.  It means that you're learning to love taking risks."

For more on overcoming your fear of making mistakes and the rest of Singer's 21 life changing techniques please refer to his book "Little Voice" Mastery.

It is often said that "chance favors the prepared."  This is definitely true of sales.  If you find yourself in a serendipitous sales situation you are better served if you have a system engrained in your mind.  Below are 7 tips that should be an integral part of your sales process.

 
Note:  Before you work on these tricks make sure that you are also strong at objection handling (click here for help with this) and make sure that you have a clear understanding of your desired outcome (i.e. are you trying to make a sale or just book an appointment etc.)

 
Trick #1:  Dress and Present Yourself Well

 
Always dress one level above what your prospect dresses.  You should always look well-groomed and professional when approaching a sale.  Your appearance can project an aura of confidence and success that people will find enticing.

 
Trick #2:  Keep Quiet

 
One of the biggest mistakes sales people make is they talk too much.  Ask a question and then wait.  Listen to your client.  Let them tell you what they are looking for.

 
Trick #3:  Build Rapport

 
When you are talking to somebody, match their tones, words, and feelings.  Show genuine concern for your client and make sure that you communicate that you understand things from their perspective.  Mirror their actions.

 
Trick #4:  Dominate Modality Chart

 
Analyze your client's preferred learning/interaction style.  Are they visual, audio or kinesthetic?  Visual and kinesthetic prospects vastly out number audio prospects.  Spend less time explaining your service or product; show it, let your prospect feel the benefits.

 
Trick #5:  As Is'ing

 
If your client is checking out or you feel like they are withholding valuable information don't be afraid to call it as it is.  Break from the conversation and ask them something like, "I may be wrong but, you seem preoccupied, is there something on your mind?"

 
Trick #6:  Adopt A Stance of Innocence

 
Find out what the prospects really want and devise a plan to help them get it.  Don't trap or manipulate your prospects.  Don't over think the closing process.  Closing is simply a  process and an attitude of making arrangements.  Assume the prospect wants your service and book an appointment.

 
Trick #7:  Hot Questions

 
Emotion always hides under a hot question.  A "hot question" is a question that comes out of the blue that is usually rooted in anger or fear and intended to throw you off or send you away.  Ignore these questions, avoid your emotions and ask an immediate question to get to the root of the hot question, for example, "I understand, what makes you say that?"

 
If you practice these 7 skills you will vastly increase your sales success rates.

 
Remember:  Never practice on prospects.  Drill with a fellow employee or hire a SalesPartner to help you hone your skills.

 
For more on this topic please refer to our Eight Sales and Marketing Steps to Financial Freedom Training Kit.

An excerpt from SalesDogs by author and CEO of SalesPartners Worldwide, Blair Singer.

Play To Your Strength

"I am a firm believer that you should know your strength and play to it.  Yet sometimes your strengths can get in the way of excellence.

Early on in my career, I discovered this to be true for myself.  One of my natural attributes is that I am skilled at studying, analyzing and adapting the qualities of others.  I have spent a good deal of time admiring and researching the success of others.

I have always figured that if they were more successful than me, there was something they had - some special trait that propelled them to the top.  It became my goal to understand and acquire that trait.

Not bad thinking, except when it is taken to the extreme.  When you totally mask your own spirit, spark and uniqueness to emulate someone else it becomes a deterrent to developing your own identity.  You surrender your own strengths in the pursuit of acquiring the strengths of others.

The result for me was that there have been times when I tried to actually become someone else.  Don't get me wrong, modeling the strengths of others is one of the most powerful tactics you can use to increase your own power.  However, I discovered very early on that trying to be someone else only ends in frustration, struggle, unhappiness and poor results.

Many of my friends, even to this day, are very strong, aggressive individuals.  They have the ability to push and coerce others into agreement through sheer persistence, boldness, strength and power.  While I enjoy participating in that energy, I have never been one to bully or confront others into a position of submission.

Many would think that with my lack of aggressiveness I would make a very poor salesperson.  But fortunately, my personal success is proof to the contrary.

I often find myself seemingly trapped in difficult situations, only to manage to wiggle out with seconds to spare.  Through it all, I have found that my natural tendency to seek peace rather than war and my ability to turn nasty situations into favorable events have paid tremendous dividends."

For the rest of this chapter or to find out more about Singer's low to no pressure sales process, please click here.

 
Have you ever found yourself in a situation in which you only had a moment to pitch a product or service that you provide?  Many of us have. 

Imagine that you have struck up a conversation with someone at a coffee shop and you instantly recognize them as your ideal client demographic.

How do you get them interested in your product/service right away?  Do you ramble about your experience?  Spout out a bunch of general facts, numbers, features and benefits?

The answer is no.  The key to generating instant interest is to tap into their WIIFM, or "What's in it for me?"

Everyone wants to improve their life in some way.  Chances are your product/service can help them with that.

If you want to hold someone's attention you have to offer them a reward for listening.  They want to hear how you can help them.  They would love for you to solve all of their problems.

Of course we are talking about offering them the benefits of your product/service here, but you don't want to list benefits.  You need to find this person's particular "hot button" or "x-factor." 

The key to finding this information is simply by asking questions.  Don't chase a prospective client away by talking at them.  Ask them a series of open ended questions until you get them to admit a problem that you can solve.

Then throw out your numbers, facts and testimonials to prove to them that you can deliver.  People love to talk about themselves, especially their problems.  Asking questions invites them into the conversation and allows them to vent, they will be thankful for the opportunity.

Listen to their problems carefully.  Are they lonely, overweight, sick, overworked and stressed?

You should know how your product/service can remedy these problems so you can offer a swift solution.  Take a moment to come up with as many life problems that you can think of.  Now make a list of ways that your product/service can solve them.  It would be highly beneficial to memorize this list.

For more on generating instant interest (including in written adds) please refer to our Automatic Lead Generator Training Kit.

An excerpt from the SalesDogs Automatic Lead Generator System written by Alexi Neocleous.  

Certain words have proven themselves over and over again to be extraordinarily persuasive.  These words (which I call "The Illustrious 28") arouse the highest levels of interest and attention...and thus...should be utilized in your headlines and throughout your advertisements.
 
In the English language, two words may have the same meaning, but result in dramatically different emotional reactions because of their association.
 
For example compare these two sentences:
 
"I understand there's a new child in your family."
 
"I understand there's a new baby in your family."
 
The word baby is emotive.  Consider the following example:
 
"When are you moving into your new house?"
 
"When are you moving into your new home?"
 
The Illustrious 28  (Here are the first seven, for the remaining 21 of the illustrious 28 see our Automatic Lead Generator Training Kit.)

 
Endeavor to use these words in your headlines and advertisements as often as possible.
 
You
Yours
Now
Who
Secrets
How
Fast...
 
Use these words and you'll be amazed at your results.  Just turn to any major tabloid magazine and you'll see words from this list are draped all over their covers.  Why do you think that is?  Because they sell magazines.
 
Two words from this list however have especially persuasive properties.  To find out what they are please refer to our Automatic Lead Generator Training Kit. 

In sales it is a necessity to have strong listening skills.  Especially when it comes to objection handling.

Throughout the course of a sale you should be constantly asking questions to get a better understanding of what your prospective client needs, or wants, from you.

Asking questions is the easy part, however.  Listening is where most people drop the ball in a sale.  You have to let your client finish talking the whole while listening intently with genuine interest.

Make sure your next question or statement is related to what the consumer just said.  Remember it's not enough to just listen, you have to be an empathetic listener as well.

The following are 10 tips to becoming an empathetic listener:

1.  Practice saying, "Take your time, I'm listening." and really mean it.

2.  Set aside your own agenda.

3.  Be available and receptive emotionally as well as through body language.

4.  Try to appreciate the other person's point of view.

5.  Listen without being in a hurry to take over.

6.  Try to imagine yourself in the other's place; feel what the speaker feels.

7.  Help draw out thought and feeling by asking questions.

8.  Have the speaker elaborate for further understanding.

9.  Say, "Let me make sure I understand," and then restate the issue.

10.  Be sensitive to the speaker's feelings.

Being an empathetic listener will help your closing ratios tremendously because the customer will feel you understand their needs and have their best interests in mind.  For more on objection handling please refer to our SalesDogs Training School Kit.