Ron McFarlandの Personal Journey (8-l): セールスプロセス＃11 顧客のフォローアップ

さて、RonさんのLife Storyの営業に関する記事はこれが最後になります。次章以降は、世界中を駆け抜けたRonさんの営業セミナーの旅になります。

STEP #11 OWNER FOLLOW-UP:　顧客のフォローアップ

Owner follow up (after the sale follow-up) is extremely important for the salesman, as it will make his job easier in the future.

その目的は
(1) He will insure the customer is satisfied with him. (2) He many get repeat business from this customer. (3) He may get referrals from his customers. (4) He can use his satisfied customers as testimonials. Simply, it will help make future sales easier.

礼状の送付
After delivery, the salesman should mail a thank you letter to the customer with the photograph taken during the delivery. Transfer all relevant information from the customer contact planner system to the product owner follow-up system. Now days, this can all be done by computer and the computer will tell the salesman when and why he should contact the customer next time. There is very good customer contact management software on the market that is very inexpensive.

引渡し一週間後の電話連絡
One week later the delivery, the salesman should call the customer to insure the product is being used correctly, and if there are any problems.

定期的な連絡
The salesman should regularly contact the customer (every 3 months to a year) to maintain contact. The salesman must determine what is appropriate and learn from how the customer reacts with each contact. Does he appreciate it or dislike it? If he likes it, you can not only create a good referral source but build a friend as well. If he dislikes the contact, maybe fewer contacts or contact by mail would be appropriate.

「おたくの製品良くないよ」と言われた時の対応で分かる営業の資質
Some people love selling and some hate it, and there is a lot of psychology is selling. If a customer says to a salesman that his product is no good, the salesman can react in three ways. He can say, “No it isn’t”, and get in a fight. He can say, “I know. How did you find out?” and lose the sale. Or he can ask the customer why he says that. The customer may know something that the salesman does not. The customer will have to justify his statement. Most of the time, it is based on wrong information or not based on any facts at all. In this example, and in many others, the salesman has to control his emotions, and some people can’t seem to do it. If you can handle the rejections and still maintain positive, you can continue to do the activities in the selling process and be successful in selling.

ものを売るだけではなく、奉仕する
I have built many careers in teaching this selling process worldwide and with its success, this seminar has provided me the opportunity to travel to well over 60 counties globally. It would be the vehicle I would use to bring the world together, as I would be teaching sales people to not only sell to the world, but serve the world as well.

＜仕事に疲れたら『武蔵野』でコトリップ（『武蔵野』リイド社、斎藤潤一郎著）＞


Ronさんのセミナーいかがですか。苦労の多かったRon-sanの青春時代やキャリア形成の話、来日後、特に、いすゞ自動車勤務でのカルチャーショックとグローバルリーダーとしての活躍など。それとRonさんが楽しみにしている出席者と皆さんとのノミュニケーション。

皆さんがおやりになっている勉強会などに出張し講演させていただきます。本人の希望は、英語での発表です。

ただし、Ronさんが住んでいる東京都大田区から日帰りできるところとさせてください。

もっとも台湾でも日帰りは可能ですが。

Ron McFarlandの Personal Journey (8-k): セールスプロセス＃10 製品の引渡し

STEP #10 PRODUCT DELIVERIES: 　製品の引渡し

At the product delivery, the owners' manual or user guide (operations & service schedule) and warranty should be explained. This is the case for vehicle sales or any product with a use explanation.

引渡し時のサポートを通じて新たな信頼関係の構築
For hardware accessories, selling to a national distributor, it is very important to discuss with the customer the delivery schedule and when the customer can launch the product in his country. Through their coordination, the salesman can offer product launch support, salesman product knowledge training and other merchandising ideas. Here again, this is all trust building activities. It adds value to the relationship.

In the case of a vehicle sale, after pre-delivery inspection (PDI) is completed by the technician, the salesman should receive the vehicle from the service department. The delivery is vital for continuation of business with the customer, as it is the Meeting & Greeting stage for the Service and Parts Departments in the case of a vehicle sale. This is also true for any type of equipment, which needs periodic maintenance and service.

After receiving the vehicle from the service department, the salesman should then go through his own inspection checklist to confirm everything works correctly.

The salesman should then call the customer and invite him to come to pick up the product. A presentation of the product operations, service schedule and warranty should be made. The customer should be introduced to the Service Manager or a Service Advisor.

顧客、製品および営業を入れて写真撮影
Finally, a photograph of the customer, product and salesman should be taken. Three copies should be made, one sent to the customer with a thank you note, one for the salesman's files and one for a testimonial album or customer wall.

＜仕事に疲れたら『武蔵野』でコトリップ（『武蔵野』リイド社、斎藤潤一郎著）＞


Ronさんのセミナーいかがですか。苦労の多かったRon-sanの青春時代やキャリア形成の話、来日後、特に、いすゞ自動車勤務でのカルチャーショックとグローバルリーダーとしての活躍など。それとRonさんが楽しみにしている出席者と皆さんとのノミュニケーション。

皆さんがおやりになっている勉強会などに出張し講演させていただきます。本人の希望は、英語での発表です。

ただし、Ronさんが住んでいる東京都大田区から日帰りできるところとさせてください。

もっとも台湾でも日帰りは可能ですが。

Ron McFarlandの Personal Journey (8-j): セールスプロセス＃9 信頼関係を構築する

STEP #9 ONE SALE MADE:　信頼関係を構築

One sale will not make a career for a salesman. Most of the time making a sale is good for the salesman and the customer. This is a "WIN-WIN" transaction. The salesman gets the sale, and the customer gets the value he is looking for in the product. If the salesman sells the product, but the customer is not happy for some reason ("WIN-LOSE"), the salesman may also lose. If the salesman sells the product at a loss ("LOSE-WIN"), he is not providing for himself or the future of the business, which may adversely affect the customer’s after sale support and advice. If a sale is not made because the salesman did not do a good job in all of the steps in the Selling Process, the salesman will probably lose the sale, and the customer will lose the benefit of the product ("LOSE-LOSE").

This step simply put, is to inform the customer that the relationship is not over. The salesman should tell the customer that he still is concerned about him getting the value in the product that the salesman explained in earlier steps. This is a tremendous trust builder for the salesman.

＜仕事に疲れたら『武蔵野』でコトリップ（『武蔵野』リイド社、斎藤潤一郎著）＞


Ronさんのセミナーいかがですか。苦労の多かったRon-sanの青春時代やキャリア形成の話、来日後、特に、いすゞ自動車勤務でのカルチャーショックとグローバルリーダーとしての活躍など。それとRonさんが楽しみにしている出席者と皆さんとのノミュニケーション。

皆さんがおやりになっている勉強会などに出張し講演させていただきます。本人の希望は、英語での発表です。

ただし、Ronさんが住んでいる東京都大田区から日帰りできるところとさせてください。

もっとも台湾でも日帰りは可能ですが。

Ron McFarlandの Personal Journey (8-i): セールスプロセス＃8 クロージング時の問題は？

STEP #8 CLOSING THE SALE:　クロージング時の問題は？

Closing the sale should address three problems. They are price, terms of payment and why buy now. It is putting in writing what you have verbally already agreed on.

If the salesman has done a good job in all of the other steps up to this point, closing should be very easy. If the sales person has done a good job in building value in the product, the customer will buy.

営業の責任は
It is the responsibility of the salesman to (1) complete a purchase order and ask a closing question, (2) determine any objections, (3) ask the customer if he will buy if those objections are solved, and (4) get a signed counter-offer from the customer. A salesman in a truck or car dealership is only an agent for the dealership, and he should not refuse any offer, as he does not own the vehicle himself.

ディスカウントが必要な場合は
If you must discount and negotiate with a customer, (1) Start high, (2) justify the price, (3) come down slowly, (4) always give a reason for coming down, (5) not lower your price until the customer raises his, (6) continue to sell value, (7) make the negotiation fun and interesting.

顧客のタイプを見極める
While negotiating with the customer and using many different closing techniques, the salesman should determine if the customer is a quick deciding person or a person who likes to take his time and gather a lot of information and opinions. If he knows that, he will know how fast or slow to go with the customer.

Ronさんの交渉テクニックの一つ
I enjoy presenting the product much more that negotiating price, but just for the fun of it, here is one closing technique.　　It is called “Reduction to the Ridiculous Close”. Here are the steps:

1. If the customer says the price is still too high after asking for the sales several times, ask the customer what he expects to pay.
2. Subtract the sales price given from what he expects to pay.
3. Then ask the customer how many years he plans to use the product. (For a vehicle, this can be as long as he has kept his current vehicle.)
4. Divide the difference between what he planned on paying and what the selling price is (#2) by the number of years he plans to use the product (#3).
5. Divide #4 above by 365 days. This is the extra cost of buying the vehicle on a daily basis. It is usually just a few cents.
6. Ask the customer to buy the product, as he is only paying a few cents a day for all of the benefits of the new product which he did not know before he received a detailed presentation from you.

If the customer still hesitates to buy the product, he may be a person who needs to think the purchase through for a while or a person who wants to gather more information for a while and decide slowly. Some people gather information in public in front of people. They make decisions when alone. Other people gather information and study alone and decide in public in front of the salesman. The salesman should consider what type the customer is.

Other than that, the salesman may have made a mistake in qualifying the customer, selecting the right product or presenting the features of the product.


Ronさんのセミナーいかがですか。苦労の多かったRon-sanの青春時代やキャリア形成の話、来日後、特に、いすゞ自動車勤務でのカルチャーショックとグローバルリーダーとしての活躍など。それとRonさんが楽しみにしている出席者と皆さんとのノミュニケーション。

皆さんがおやりになっている勉強会などに出張し講演させていただきます。本人の希望は、英語での発表です。

ただし、Ronさんが住んでいる東京都大田区から日帰りできるところとさせてください。

もっとも台湾でも日帰りは可能ですが。



＜仕事に疲れたら『武蔵野』でコトリップ（『武蔵野』リイド社、斎藤潤一郎著）＞

Ron McFarlandの Personal Journey (8-h): セールスプロセス＃7 価格交渉に入る必要があるか？

STEP #7 ASKING A TRIAL CLOSE QUESTION:　価格交渉に入る必要があるか？

クロージングの前の営業ステップまででミスをしていないことの確認
Asking a trial close question is to confirm the salesman did not make a mistake in any of the previous steps in the selling process.

質問を準備、『理詰めの営業』の「会議設計」が役立ちます。
They are questions like, "If we can get this vehicle into your budget, how would you like to own it?” or "When do you want to take delivery?" If there is any negative response, there is a reason, and the salesman must find out what it is.

営業がうまくいかない可能性は？
If the salesman did not make a good first impression in the meeting and greeting, more than likely the customer is not telling him his situation or giving him enough information. In the worst case, the customer is not telling the salesman the exact truth. In that case, the salesman should introduce the customer to his manager and get out of the relationship.

Possibly the salesman did not qualify the customer correctly. Maybe the customer can’t afford a new vehicle. Possibly he can only afford a used one or to repair his current one.

Possibly the salesman does not have enough product knowledge and selected the wrong vehicle. Or, he selected the product the salesman wants to sell but is not what the customer wants to buy.

Possibly the salesman gave a poor vehicle presentation, and the customer does not know what he is buying.

Maybe the customer does not have much confidence in the product and needs a demonstration ride.

価格交渉に入る必要があるか？
This is the best time to find out if you’re on the right track. You do not want to start negotiating price of a product the customer doesn’t need or want.

Ronさんのセミナーいかがですか。苦労の多かったRon-sanの青春時代やキャリア形成の話、来日後、特に、いすゞ自動車勤務でのカルチャーショックとグローバルリーダーとしての活躍など。それとRonさんが楽しみにしている出席者と皆さんとのノミュニケーション。

皆さんがおやりになっている勉強会などに出張し講演させていただきます。本人の希望は、英語での発表です。

ただし、Ronさんが住んでいる東京都大田区から日帰りできるところとさせてください。

もっとも台湾でも日帰りは可能ですが。



＜仕事に疲れたら『武蔵野』でコトリップ（『武蔵野』リイド社、斎藤潤一郎著）＞