Got a call from Fitness First. Hi, Eric right? You are an ex member of our gym. Im hoping you will join back again. In my head: keep hoping. I politely informed him that Ive joined another gym and he hung up. Multiple lessons to learn from this if you want to close more deals and win more yes-es. 1. Start with empathy to build emotional connection with person: Hi Eric, James here from FF. We learnt that you have not renewed your gym membership and we are sorry to see you go. 2. Continue with a question to engage the person: Is there a reason why you didnt renew your membership? 3. Depending on the response, there are many possible options. Do service recovery, address frustration or concern if any, find out why I join FF in the first place and reactivate positive emotions towards FF. The key lesson here is this: knowing something about the person is more important than knowing executing about your product or service. With the information collected, you will then be able to craft a persuasive response to get the yes or deal you wanted. And even if the response isnt what you hope for, at least you learnt how to get better in retaining clients and your ex client learns that you care... and may one day return. #fitnessfirstfails #saleslesson
Posted on: Tue, 29 Jul 2014 09:36:00 +0000
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