KNOWING YOUR CUSTOMER
It is important to understand your customers and leave a memorable lasting impression on them. We all have our own strengths and preferred selling style. What we need to do is understand the customers preferred buying behaviours, the needs of the customer and of course to make them feel that they are number one.
Real connection will help us understand who our customers are, their motivations, their needs and their values. Asking questions shows you care about giving the right solution, and offering the customer choices enables them to make the final decision. By offering them a choice of Arbonne products, we help people get what they want, which helps to build customer loyalty. Understanding your customer’s needs and knowing what the products can do = sales!
There are three main areas when focusing on the customer:
CONNECT
CHOICE
CONVERT
There are five important behaviours or principles that we should display when selling Arbonne products to customers:
PASSION – What are you passionate about?
POSITIVITY – What makes you feel in a positive mood?
PEOPLE FOCUSED – Talk to people and sell the Arbonne products
PERSONALITY – How do people describe your personality?
PERSUASION – How easy do you find it persuading people to buy from you?
There is a wide variety of customers:
Some are easy to talk to and get to know while others are more challenging or difficult. In order to build a relationship with your customer it is important to behave in a way that suits them. Sometimes this may mean that you have to change your usual way of behaving. Understanding yourself is the first step in understanding your influence and behaviour towards the customer that you deal with.
Our customers can be characterised by colour. Typical behaviour traits of each colour are as follows:
RED CUSTOMERS
When selling Arbonne products we should give quick service that focuses on finding the right solution quickly. Offer your top recommendation and explain why it is suitable. Be as brief as possible. Don’t suggest a lot of possible products or talk too much. The “red” customer wants fast and quick service.
YELLOW CUSTOMERS
When selling Arbonne products we should allow time for discussion, make small talk and build a personal relationship. Keep your customer’s buying experience fun. We should not get impatient if the conversation goes off track.
BLUE CUSTOMERS
When selling Arbonne products we should start a conversation with small talk. Reassure the customer that a particular product has worked well for other people (and yourself) in the past. Allow time for them to think. Do not focus on the product right away. You need to take time to build a relationship with them first.
GREEN CUSTOMERS
When selling Arbonne products you need to find out what the customer needs and explain, with facts, why a particular product will work for them. You also need to give them a few possible options and the pros and cons of each. You must stay focussed in the discussion. Don’t rush them to buy because they may need time to think things through before making a decision.
EFFECTIVE CONVERSATIONS
When you have built a rapport and connecting with you customer, moving to effective conversation (one that has a purpose) is a natural progression. Effective conversations are where you gather in depth information, while continuing to build the relationship. The best way of gathering information from someone is to ask the person questions. Always ask open ended questions. An open-ended question is one which encourages the customer to respond and talk more. A closed question is one which is easily answered with a “yes” or a “no”. Open-ended questions usually start with who, what, when, where, why and how. Another way to ask an open-ended question is “tell me about…” or “what’s important to you about…”.
CHOICE OFFERING SOLUTIONS
Once you have connected with your customer and had an effective conversation you will be ready to offer the customer a choice of solutions to meet his or her needs. Use your product knowledge and match it to the information gained from the conversation with your customer to help them buy the right products. This shows your customer that you have listened and understood their needs. Remember customers don’t buy the product, they buy what the product can and will do for them. A benefit is what the product does for a customer. A feature is something about the product, such as one of its ingredients or price. Customers don’t buy products. They buy solutions.
Demonstrating the product (and letting the customer sample it) is a great way of attracting your customer. Demonstrating products is simple. It stimulates interest and shows the customer just how good the products are. “Red” customers will like finding out if the product delivers the results they want”. “Yellow” customers will enjoy the interaction and personal contact. “Blue” customers will be reassured that you are spending time with them to help them choose. “Green” customers will appreciate finding out more information about the product. Demonstrating products is the perfect time to share product information and to tell some stories.
HANDLING OBJECTIONS
If a customer decides that he/she does not want the product, never make their decision for them. Let them make their own choices. There are two types of objections: Buying signals and Let Outs. Buying signals are concerns raised that suggest the customers are interested and just need some additional information to convince themselves the purchase is right. Let Outs are concerns raised that suggest the customers are NOT interested in the product and want to close the conversation.
Remember when you have successfully handled your customer’s concerns or objections, you will notice the signs when they are ready to buy. The customer makes the decision to end the sale, not you. Let your customer know that they have made a good choice(s). Offer your customer samples of other Arbonne products. It encourages the customer to try other Arbonne products and introduces the customer to new products of which they might not be aware. It also builds sales. Always inform your customer of the “deals” that they are entitled to ($120.00 for $24.00, RSVP, etc.). Remember THANK your customer for their purchase. This makes them feel important.
Happy Selling!
Real connection will help us understand who our customers are, their motivations, their needs and their values. Asking questions shows you care about giving the right solution, and offering the customer choices enables them to make the final decision. By offering them a choice of Arbonne products, we help people get what they want, which helps to build customer loyalty. Understanding your customer’s needs and knowing what the products can do = sales!
There are three main areas when focusing on the customer:
CONNECT
- Welcome, smile and acknowledge
- Approach and build rapport
- Establish customer’s needs
- Lead an effective conversation
CHOICE
- Sell the product benefits (know your products)
- Use demonstrations of the product (most people want to try the product)
- Build the relationship through story telling
- Handle objections
CONVERT
- Link and cross sell (products from the different lines)
- Recognize the ready to buy signs
- Close the sale
- Create a lasting impression (this will increase customer loyalty)
There are five important behaviours or principles that we should display when selling Arbonne products to customers:
PASSION – What are you passionate about?
- Use animated body language
- Be enthusiastic and keen
- Be eager and ask questions
POSITIVITY – What makes you feel in a positive mood?
- Be helpful with your customer and your Arbonne team (help close a sale when needed)
- Be happy, calm and not afraid to talk to customers
PEOPLE FOCUSED – Talk to people and sell the Arbonne products
- Interact with your team and all customers
- Interpret your customers’ needs
- Always notice when a customer needs help (When you see a customer at a launch party looking at products help them)
- Deliver great service
- Utilize your Arbonne team’s expertise
PERSONALITY – How do people describe your personality?
- Display open body language
- Be confident and curious
- Use a welcoming and natural approach
- Be bubbly, spirited and happy
- Listen and talk
PERSUASION – How easy do you find it persuading people to buy from you?
- Be confident with customers
- Build rapport easily
- Influence easily
- Create a lasting impression
There is a wide variety of customers:
Some are easy to talk to and get to know while others are more challenging or difficult. In order to build a relationship with your customer it is important to behave in a way that suits them. Sometimes this may mean that you have to change your usual way of behaving. Understanding yourself is the first step in understanding your influence and behaviour towards the customer that you deal with.
Our customers can be characterised by colour. Typical behaviour traits of each colour are as follows:
RED CUSTOMERS
- Are great at decision making
- Motivate people to take action
- Likes to do things and get moving
- Focuses on what needs to be achieved
- Know what they want and require prompt service
When selling Arbonne products we should give quick service that focuses on finding the right solution quickly. Offer your top recommendation and explain why it is suitable. Be as brief as possible. Don’t suggest a lot of possible products or talk too much. The “red” customer wants fast and quick service.
YELLOW CUSTOMERS
- Make friends easily
- Are persuasive and can influence people
- Are sociable
- Like to do things and get moving
- Focus on people and on what they can do to help others
- Are very friendly and like to chat about the choices available
When selling Arbonne products we should allow time for discussion, make small talk and build a personal relationship. Keep your customer’s buying experience fun. We should not get impatient if the conversation goes off track.
BLUE CUSTOMERS
- Are good listeners
- Like to think things through
- Focus on people and on what they need
- Love it when you approach them and will often ask you what you think
When selling Arbonne products we should start a conversation with small talk. Reassure the customer that a particular product has worked well for other people (and yourself) in the past. Allow time for them to think. Do not focus on the product right away. You need to take time to build a relationship with them first.
GREEN CUSTOMERS
- Are loyal to friends
- Have very high standards
- Are detailed and organized
- Like to think things through
- Focus on tasks and how they should be done
- Ask a lot of questions before making the decision to buy a product(s)
When selling Arbonne products you need to find out what the customer needs and explain, with facts, why a particular product will work for them. You also need to give them a few possible options and the pros and cons of each. You must stay focussed in the discussion. Don’t rush them to buy because they may need time to think things through before making a decision.
EFFECTIVE CONVERSATIONS
When you have built a rapport and connecting with you customer, moving to effective conversation (one that has a purpose) is a natural progression. Effective conversations are where you gather in depth information, while continuing to build the relationship. The best way of gathering information from someone is to ask the person questions. Always ask open ended questions. An open-ended question is one which encourages the customer to respond and talk more. A closed question is one which is easily answered with a “yes” or a “no”. Open-ended questions usually start with who, what, when, where, why and how. Another way to ask an open-ended question is “tell me about…” or “what’s important to you about…”.
CHOICE OFFERING SOLUTIONS
Once you have connected with your customer and had an effective conversation you will be ready to offer the customer a choice of solutions to meet his or her needs. Use your product knowledge and match it to the information gained from the conversation with your customer to help them buy the right products. This shows your customer that you have listened and understood their needs. Remember customers don’t buy the product, they buy what the product can and will do for them. A benefit is what the product does for a customer. A feature is something about the product, such as one of its ingredients or price. Customers don’t buy products. They buy solutions.
Demonstrating the product (and letting the customer sample it) is a great way of attracting your customer. Demonstrating products is simple. It stimulates interest and shows the customer just how good the products are. “Red” customers will like finding out if the product delivers the results they want”. “Yellow” customers will enjoy the interaction and personal contact. “Blue” customers will be reassured that you are spending time with them to help them choose. “Green” customers will appreciate finding out more information about the product. Demonstrating products is the perfect time to share product information and to tell some stories.
HANDLING OBJECTIONS
If a customer decides that he/she does not want the product, never make their decision for them. Let them make their own choices. There are two types of objections: Buying signals and Let Outs. Buying signals are concerns raised that suggest the customers are interested and just need some additional information to convince themselves the purchase is right. Let Outs are concerns raised that suggest the customers are NOT interested in the product and want to close the conversation.
Remember when you have successfully handled your customer’s concerns or objections, you will notice the signs when they are ready to buy. The customer makes the decision to end the sale, not you. Let your customer know that they have made a good choice(s). Offer your customer samples of other Arbonne products. It encourages the customer to try other Arbonne products and introduces the customer to new products of which they might not be aware. It also builds sales. Always inform your customer of the “deals” that they are entitled to ($120.00 for $24.00, RSVP, etc.). Remember THANK your customer for their purchase. This makes them feel important.
Happy Selling!