In the age of Covid-19, virtual selling has become synonymous with selling, isn’t it? But how about a virtual selling checklist?
The transition to virtual has been so rapid that businesses have struggled to keep up with it. You would agree that businesses that have been quick to adapt to this virtual shift have had a significant advantage over their competitors.
So, it has become all the more important for us sellers to take the lead and manoeuvre thoughtful sales stories and processes.
The components of both in-person and virtual sales are the same. However, we must refine our processes to make it as good as, if not better than, in-person sales.
Here’s a Virtual selling checklist that will enable you to lead and succeed in Virtual sales. It has three major parts:
- Establishing Trust
- Creating a life-like Digital Customer Experience
- Focusing on sustainable sales by delivering a high-quality customer experience
1. Establishing trust
Why is it Important?
- Over 90% of businesses report that they will only buy from companies they trust.
- Once you’ve established sales trust with your customers, they’re more likely to refer you to others.
- A potential customer is far more likely to do business with you if they see a satisfied customer.
You must be consistent, trustworthy, authentic, and compassionate. This is the key to building sales trust.
So how do you build trust virtually?
Here’s a checklist to help you build trust virtually:
- Empathize and understand your customer needs and wants deeply before delivering your sales pitch
- Customize and personalize your virtual sales pitch based on your customer wants
- Focus on the commonalities and shared values in conversations. Humanize the discussions by asking a few non-work-related questions to find commonalities and shared interests.
- Share client testimonials
- Keep the virtual communication clear, authentic and all about your client. Don’t be pushy.
- Trust has a high correlation with quality time spent. Dedicate quality time over chats, e-mails and video calls to deepen the trust.
2. Creating a Life-like Digital Customer Experience
Why is it important?
- Mirror the advantages of face-to-face conversations
- Provide the customer with a seamless, hassle-free and clear communication channel
- Build customer loyalty, boost sales and improve productivity
In-person sale is location bound, but through a life-like digital customer experience, a seller can sell anything anywhere across the globe 24/7*365 days!
So, how do you create a life-like digital customer experience?
Here’s a checklist to help you make your customer experience seamless and life-like:
- Use video calls for most meetings. Personalize what you wear based on customer vibes. Keep the background of the video call based on your customer values. If in doubt keep the background professional and office-like.
- If you’re using a green screen, be careful not to wear anything green. Be around 2 feet away from the camera and position your camera above or equal to your eye-line.
- High-quality Webcam and external mic are sound investments for a great digital customer experience.
- Pay special attention to Lighting. Use desk lamps or sit facing a window during the daytime to ensure a brightly lit face. Be well-groomed and professional.
- Be yourself. Use gestures and maintain eye contact.
- Switch off or mute all other devices like mobile phones and e-mail push notifications during the meeting to make the experience seamless and distraction-free.
- Take special care to gauge customer mood. If you feel the client is distracted, ask if they would prefer postponing the video call.
3. Focus on sustainable sales by delivering a high-quality customer experience
Why is it important?
- It can cost five times as much to acquire a new customer as it does to retain an existing one.
- A 5% increase in customer retention can increase profits by 35-85%.
- Selling to an existing customer has a 70-90% success rate while selling to a new customer has a 5-20% success rate.
- The best and most natural way to grow is to allow your customers to be your cheerleaders.
Delivering a great customer experience entails not only adhering to industry best practices such as respecting customers’ time, maintaining a pleasant demeanour, and providing knowledgeable and intelligent resources, but also going above and beyond to exceed — rather than simply meet — expectations.
So how do you do that?
The virtual selling checklist
- Customer-first. Focus on what the client’s needs are and show them through use cases how they can benefit from using your product. Extensive knowledge of your product and related field is a critical customer experience skill that you have to master.
- Respond quickly: 69% of people believe that valuing their time is the most important thing in any online customer experience.
- Customize your sales. If you are using boiler-plate templates, do away with them right away. Buying is a very intimate and emotional experience for the client. Make them feel special by personalization of content and communication.
- The most important information about your client is their birthdays and anniversary dates. You would be surprised at the impact of a simple greeting card.
- Nothing breaks the carefully built trust more than not meeting the deadline. Be very careful about deadlines and deliveries. Do not over-commit. Rather under-commit and deliver before time. This is the most effective secret of successful marketers.
- Be proactively helpful: When customers feel that you value them and are emotionally invested in their well-being then there is a 100% chance that they will become your cheerleaders. Go over and above your deliverable and help your customer solve their problem. If you do something nice for your customers, they will want to reciprocate by purchasing your products and refer and spread positive word-of-mouth!
Conclusion virtual selling checklist.
Virtual selling can be challenging at first. But once you get the hang of it, it’s simpler and much more effective than in-person sales. All you need to keep in mind are the points in the checklist on establishing trust, creating a life-like digital customer experience, and focusing on sustainable sales by delivering a high-quality customer experience. Diligently following up on this checklist will give you instant results and kick-start your success in Virtual selling. Check out our virtual selling training for more.