11 اشتباه اصلی در فروش که باید از آن‌ها پیشگیری کنید
پیشگیری از اشتباهات بزرگ فروش نیازمند صرف زمان برای تحقیق و برنامه‌ریزی و نیز شناخت زاویه دید مشتری است. اگر بتوانید مدیران را در این مسیر با خود همراه کنید می‌توانید ایجاد سیستم فروشی کارآمد را تضمین کنید. پس تلاش کنید از این یازده اشتباه در فروش جلوگیری کنید تا بتوانید عملکرد بهتری در سازمان فروش داشته باشید.
- مشتری را نمی‌شناسید
در بلندمدت تلاش برای فروش به کسی که مشتری ایده آل شما نیست یک استراتژی بازنده است. اگر خدمات یا تولیدات شما بازدهی ندارد، احتمالاً وظایف خود را به درستی انجام نداده‌اید. بنابراین پیش از آنکه تماسی تلفنی بگیرید یا ایمیلی ارسال کنید، تلاش کنید مشتریان کلیدی خود را شناسایی کنید.
در همین ارتباط، سه سوال کلیدی وجود دارد که فروشندگان باید از خود بپرسند:
- بزرگترین مشکل چه کسی را می توانم حل کنم؟
- کدام مشتری بیشترین سود را برای کسب و کار من دارد؟
- چه کسی بیشتر به محصول شما علاقه‌مند خواهد شد؟
- تلاش می‌کنید مشکل دیگری را حل کنید
اغلب اوقات، فروشندگان افتخار می‌کنند که در معرفی محصولات به مشتریان دقیقاً روی محصول، ویژگی‌های آن و مزایای خرید و استفاده از آن محصول تمرکز می‌کنند. اما در عمل این روش منجر می‌شود فروشندگان برای مشتری‌های بالقوه خارج از دسترس به نظر برسند.
جیل راولی متخصص فروش در شبکه‌های اجتماعی، می‌گوید: در دنیای کسب و کار امروز که شخصی‌سازی در آن در سطح بالایی اتفاق می‌افتد، تیم‌های فروش نیاز به پاسخ به سه پرسش دارند:
- چرا محصول یا خدمات من برای این مشتری خاص مطلوب است؟
- چرا شرکت من برای این مشتری خاص مطلوب است؟
- چرا الان زمان مناسبی برای این مشتری خاص است؟
- تلاش می‌کنید برنده باشید
برقراری تماس تلفنی فروش بدون داشتن نقشه و برنامه، یک اشتباه است که تازه کار و کهنه کار هر یک به دلایل متفاوتی ممکن است مرتکب شوند. فروشندگان تازه کار ممکن است به خاطر احساس ضعف در قبال شغل جدیدشان، از اینکه چه طور باید خود را برای یک تماس فروش آماده کنند، مطمئن نباشند، در حالی که فروشندگان کهنه کار ممکن است احساس کنند بسیار پرتجربه هستند و برای آمادگی برای یک تماس فروش اهمیت چندانی قائل نباشند. اما صرف وقت برای فکر کردن به استراتژی تماس تلفنی یا جلسه فروش به هموار شدن تعاملات با مشتری‌ها کمک خواهد کرد.
- دیجیتالی نشدید
جیمی شنکس متخصص فروش در شبکه‌های اجتماعی با اشاره به تجربه شخصی خود به عنوان صاحب کسب و کار، به زمانی اشاره می‌کند که به ورشکستگی نزدیک شده بود، چرا که قابلیت‌هایی که در حضور آنلاین وجود دارد را درک نکرده بود. اما از زمانی که در شبکه‌های اجتماعی لینکدین و توییتر فعال شد و یک وبسایت مفید هم راه‌اندازی کرد، شاهد شکوفایی کسب و کارش شد. داده‌ها نیز نشان می دهد که او تنها نیست.
زیبایی محتوای دیجیتال این است که مشتری می‌تواند ببینید که کجای فرآیند فروش قرار دارد. تیم فروش هم قادر می شود از روی رفتار مشتری ها در دنیای دیجیتال تمایلات آن‌ها را شناسایی کنند.
- دیر شروع کردید
روند خرید مشتری شامل مراحل خاصی می‌شود: شناسایی مشکل، ارزیابی گزینه‌ها، ترسیم یک راه‌حل و تصمیم‌گیری. اغلب فروشندگان در مرحله‌ای که مشتری‌ها در حال ارزیابی گزینه‌ها هستند وارد می‌شوند، اما متخصصین فروش این مرحله را برای شروع واقعاً دیر می‌دانند.
تحقیقات نشان می‌دهد که اگر سازمان‌ها در آن مرحله که مشتری‌ها شروع به شناسایی مشکل می کنند، وارد عمل شوند به واقع راه مؤثرتری را پیش گرفته‌اند.
- تمام تصمیم‌گیران خرید را نمی‌شناسید
این یک اشتباه ساده است که شما با تصور اینکه با یک مقام بلند پایه سازمان مشتری ارتباط گرفته‌اید که به نظر هم می رسد محصول شما برایش جالب است، آن‌قدر با او تماس بگیرید که دیگر به تماس‌های شما، پاسخ ندهد.
برای پیشگیری از این اشتباه یک دلیل خوب وجود دارد. در جهان کسب و کار امروز به ندرت یک فرد به تنهایی در مورد خرید در یک سازمان تصمیم می‌گیرد. پس اگر شما دیگرانی را که در گرفتن تصمیم قطعی نقش دارند نشناخته‌اید، به سختی می‌توانید فروش را به انجام برسانید.
- بر تعداد فاکتورهای فروش تمرکز می‌کنید
فروشندگان برای به نتیجه رساندن و عقد قرارداد معمولاً تحت فشار زیادی قرار دارند. هرچند این فشار قابل درک است اما نباید منجر به سرعت بخشیدن به مذاکرات فروش یا تخفیف دادن بیش از اندازه شود که سود شما را به خطر بیاندازد یا از ارزش محصول بکاهد. به همین علت همیشه باید روی سهم خود از سودی که از یک قراداد حاصل می‌شود، تمرکز داشته باشید.
- به جا و درست صحبت نمی‌کنید
آلیس هیمن که مربی تیم‌های فروش است ماجرایی را از یک همکار سابقش تعریف کرد که روزی در یک کافه با دوستش درباره مشتری‌اش حرف می‌زده، غافل از اینکه چند نفر از کارمندان آن شرکت مشتری هم همانجا نشسته بودند و این گفت‌وگوها را شنیدند و در نهایت این مسئله منجر شده که آن کارمندان به مدیر خود بگویند که با آن شرکت وارد معامله نشود.
- ایمیل‌های بازنشده زیادی دارید
ممکن است نتوانید با یک مشتری به خاطر اینکه تغییر شغل داده با همان ایمیل قبلی ارتباط داشته باشید. اما می‌توانید این مسئله را به عنوان یک فرصت ببینید، چرا که امکان برقراری ارتباط با او در یک شرکت جدید فراهم شده‌است. ضمن اینکه با برقراری تماس می‌توانید با جایگزین او در شرکت سابقش باز هم با فرصت‌های جدیدتری روبه‌رو شوید.
- همه کارها را خودتان به تنهایی انجام دهید
این مورد کمی دشوار است چرا که مدیریت نیز باید تغییرات سازمانی را بپذیرد. شما به عنوان یک فروشنده، برای شرکت فوق‌العاده ارزشمند هستید و شرکت به بینش‌های شما نیاز دارد. اگر توانایی اصلی شما شکار مشتریان جدید است ولی روی مشغول پیگری مشتریان هستید، در فروش کاری از پیش نمی‌برید. بنابراین اگر شما در کسب و کار، شکارچی بهتری هستید، خب معطل نکنید. اگر شما در فروش مستقیم توانایی دارید، این ویژگی را به برند شخصی خود تبدیل کنید.
- کم آموزش می‌دهید
مدیریت تمام برنامه‌ها، ایمیل‌های ورودی و تماس‌های خروجی به وسیله حفظ کردن آن‌ها در یک تقویم و یا بدتر از آن، در حافظه واقعاً کار سختی است. بهره‌گیری از یک سیستم که برای شما مدیریت آسان روابط‌تان با همه‌ی مشتری‌ها را ممکن سازد، باعث می‌شود در زمان صرفه‌جویی کنید و به شما امکان اولویت‌بندی بهتری خواهد داد که در نهایت منجر به افزایش بهره‌وری در فروش خواهد شد. یک سیستم مدیریت ارتباط با مشتری یا همان CRM برای تیم‌های فروش کوچک هم می‌تواند بسیار مفید واقع شود.
یک تیم فروش در صورتی می‌تواند موفق عمل کند که اعضای آن در درجه اول آموزش‌های لازم را در ارتباط با اصول فروش و نحوه کار با CRM دیده باشند و دانش خود را نیز همواره به روز نگه دارند.
Ref. Salesforce Blog
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