Internal Training – The art of customer orientation. In a fiercely competitive business environment, the skills of sales staff do not stop at introducing and selling available products. A good sales staff is someone who knows how to flexibly navigate customer needs, not limited by what the business has, but focuses on finding suitable solutions to satisfy customer desires.
So, what is a true sales staff and what do they need to do to become a more professional and flexible salesperson?
Flexible Thinking – The Core of an Effective Salesperson
Many sales people often make the mistake of focusing only on what the business already offers. When faced with requests that go beyond the scope of the product, they easily reply: “No, we don’t have it” or “I will quote you an additional price”. This not only reduces the chance of selling but also makes customers feel that their needs are not being heard and resolved.
Flexible thinking helps sales people turn every situation into an opportunity. When a customer has a special request, instead of immediately refusing, ask questions to understand the real need. Then, find ways to adjust or propose alternative solutions. A professional sales person always thinks in the direction of: “How can I meet this need?” instead of “Do I have that product?”.
Deep Understanding of Products and Services
To be flexible in consulting, sales staff need to have a solid understanding of the company’s products and services. When they understand each feature, benefit and limitation, they will easily find a more suitable solution for customers.
For example, if a customer requests a product that is not available, instead of refusing it outright, the staff can suggest a similar product with superior advantages or coordinate with the technical department to adjust according to the request. The ability to connect and maximize internal resources will help sales staff increase value for customers.
Listening and Questioning Skills
A flexible sales person must not only be a good speaker but also an active listener. When customers state their needs, focus on recording and asking open-ended questions such as:
“What purpose do you want this solution to serve?”
“If the exact product is not available, are you willing to try a similar solution?”
This skill helps sales people understand more deeply about the customer’s needsuốn thật sự của khách hàng, từ đó điều hướng và đề xuất giải pháp phù hợp nhất.
Solution-Oriented Consulting
Instead of just selling a product, shift your mindset from “selling” to “solving a problem”. Customers don’t buy just for the product, they buy for the value and benefits the product brings.
For example, when a customer needs a device but the business doesn’t have the exact model, the sales person can suggest an equivalent model with better functionality or customize it to suit the needs. By consulting on solutions, the sales person not only meets the request but also builds trust and a long-term relationship.
Proactively Research and Collaborate Internally
Flexibility is not only about handling the situation at hand, but also about proactively exploring new options. Professional sales people regularly update their knowledge and discuss with departments such as production, engineering, and customer service to find possible solutions.
When customers make special requests, instead of refusing, proactively contact relevant departments to find ways to meet them. Close coordination between departments helps businesses create better customer experiences and expand sales opportunities.
Build a Customer Service Mindset
A true sales person not only sells but also accompanies customers. Put the customer’s interests at the center, proactively seek the best solution and be ready to support even when the customer has not made a specific request.
A service mindset not only helps increase sales but also creates a sustainable relationship. Satisfied customers will return and introduce new business opportunities to the business.
Conclusion
True sales is not just about selling what is available, but also about the ability to listen, understand needs and flexibly find suitable solutions. A professional sales person needs to have an open mind, deep understanding of the product, listening skills and proactive internal coordination. When doing these things well, they not only close deals effectively but also build sustainable customer relationships, bringing long-term value to the business.
