Quotations by Linda Richardson

Stay up to date on industry and company news. Leverage your team for ideas. Review your customer files so that you can build on any information you already have and avoid unnecessary repetition. [2003] - Linda Richardson

The skill of relating includes rapport, acknowledgment, and empathy. [2003] - Linda Richardson

Start by asking about the customer's objectives. Then ask about the current situation. Next, ask about level of satisfaction, also ask about future needs. Critical to your being able to realistically access the opportunity and close are questions about implementation, including budget, timeframe, compelling event driving the decision, decision-making process (including decision makers and influencers), competitors, relationships, and other related initiatives. [2003] - Linda Richardson

The first level of positioning is developing a core message that is clear, customer-focused, and graphic. The second level of positioning is to integrate customer needs into a message tailored for a specific customer. There is a third level to positioning. As you learn more during the sales process, incorporate into your message what you've learned and what is happening as you move through the sales cycle. [2003] - Linda Richardson

Directly criticizing a competitor reflects badly on you. Instead, ask targeted questions and help the customer make comparisons. Find out how they view competitors compared with their perceptions of you. [2003] - Linda Richardson

If a customer won't give you information, it is risky for you to give pricing. Avoid negotiating until you understand the customer's needs and you have shown your value. [2003] - Linda Richardson

If your customer rejects your close, make a second effort. Acknowledge to find out why the customer is saying no, address the obstacle, and, as appropriate, close again. [2003] - Linda Richardson

Identify who makes the decisions for the customer and who influences them. [2003] - Linda Richardson

If you get a call from a customer or colleague, call back ASAP, even if it is only to set a time for the full call. Don't let more than 12 hours elapse without a response. [2003] - Linda Richardson