Mastering WHOLESALE CREATING SALES SYSTEMS FOR RELATIONSHIP BUILDING MODULE 3 VIDEO 2
WHAT YOU LL LEARN IN THIS TRAINING Sales Systems: how they will change your life Key components of successful sales systems Creating your sales systems Tools to help you improve your sales and relationships
SALES SYSTEMS: HOW THEY WILL CHANGE YOUR LIFE
Solid sales systems that work for YOU will make building relationships with leads, prospects and current clients a breeze.
Sales systems are ANYTHING that is part of the sales process EVERYTHING involved in the sales cycle.
SALES SYSTEMS Will actually help you be more effective in your interactions with lead generation and interactions with buyers. Allow you to monitor how each store is trending sales-wise and product-wise. Provide you with easy access to your business history. Provide you with data that will help you laser target your DREAM stores for certain campaigns. Give you details on what shows your prospective buyers attend. Save you time and money because you will always know exactly what you need to do next. Make training a new employee or contractor super easy!
KEY COMPONENTS OF SUCCESSFUL SALES SYSTEMS
HERE ARE THE 6 MAJOR SYSTEMS Lead Generation Client Outreach Ordering Follow up Customer service Relationship building
LEAD GENERATION
SYSTEM FOR LEAD GENERATION Step #1: Set a specific time aside each week to go through magazines, blogs, websites, etc. Step #2: Be specific on the type of stores you want to target - catalog, online, jewelry, gift, bridal, yoga, etc. Step #3: Set a goal of 5-10 new stores. Step #4: Add stores to your store list/dream store list. This should be a live list that is always being added to.
CLIENT OUTREACH
YOUR CLIENT OUTREACH SYSTEM CAN COVER THINGS LIKE How you are reaching out to new leads How you are reaching out to existing accounts How you research to see if the store is a good fit How frequently you email cold leads vs warm leads vs hot leads Your client outreach strategy Email and call scripts that you use during your outreach How information about our collection is delivered The type of information you will send How you will follow up with your leads When you will be making contact with them How you track the information on these leads using a CRM
SYSTEM FOR OUTREACH FOR A NEW COLD LEAD Step # 1: Found awesome new store in Lucky Magazine. Step # 2: Did research on store. Its a good fit. Step # 3: Send email during my blocked out sales time Tuesday mornings. Step # 4: If I don t hear back sooner, follow up the following Tuesday. Track in calendar. Step # 5: Call store for follow up. Step # 6: Store requested wholesale info. Send to the wholesale portion of my website.
ORDERING PROCESS
PROCESS OF TAKING AN ORDER Receive order in person, via website, phone or email Collect Resale license details and information about the store Collect payment details for new orders, etc. Confirm the order Confirm the ship date Enter the order into your system Order goes into production Order checked and shipped Payment collected Follow up 3-4 weeks after the order ships for customer service
There may be even more components to YOUR ordering process. The important thing is that you are doing it the same way every time.
FOLLOW UP
How you follow up is a big part of the sales process. Consistency is the key.
WAYS YOU CAN FOLLOW UP WITH YOUR CLIENTS With an automated message funnel on your wholesale website Post order with a mailed thank you card A call/email about 3 weeks after an order has shipped A call/email about 6-8 weeks out for a reorder if you haven t received a reorder yet Follow up on orders in progress or not placed yet Follow up on notes at a show Call or email on their birthday or anniversary, etc.
CUSTOMER SERVICE
I know how great of a partner a designer will be the first time something breaks and he/she has to fix it. How a designer handles situations like this determines if I reorder or not. ~ from Tara Silberberg of The Claypot
CUSTOMER SERVICE SYSTEMS YOU SHOULD HAVE IN PLACE Thank you Customer Loyalty Follow up Reorders Returns Inquiry response Relationship Building Promotional Education Special orders Repairs
EXAMPLE OF A RETURN POLICY Policy: Products damaged during shipment are returnable within 7 days of ROG. Please call us for an RA number. The Return Authorization number must be labeled on the outside of the box with the return receipt. Items that are repairable will be replaced and those that are not will be refunded within 5 days of receiving the return.
EXAMPLE OF A RETURN/REPAIR SYSTEM System: Item needs repair Customer calls or emails for RA # Customer follows your SOP for a return You receive the package Check in the merchandise for return or repair Then follow the system for a repair or a return
EXAMPLE OF A RETURN SYSTEM Return system: Approve the return Follow up with client to see if they would like anything to replace what will be refunded. Refund client card within x amount of days Send confirmation of return to client
EXAMPLE OF A REPAIR SYSTEM Repair system: Send items with RA over to production for repair Repair within x days (it is important to let your customer know the time frame) Return items to client with RA # Follow up a week after shipment to make sure the client is happy
RELATIONSHIP BUILDING
Building a strong relationship with current customers is a very lucrative strategy, which costs much less in terms of time and revenue than finding new clients.
RELATIONSHIP BUILDING SYSTEM Example of a Relationship Building System: Step #1: Make every interaction count / be memorable! Step #2: When speaking with a buyer make a point to learn something new about them. Step #3: Communicate on a regular basis so you stay top of mind. Step #4: Reward your accounts with support, specials just for them. Setp #5: View issues as opportunities. Step #6: Find ways to help their business.
CREATING YOUR SALES SYSTEMS
Observe and document everything you do throughout the sales process. Then take a look at the process and figure out how to make it a truly powerful system.
CREATING YOUR SALES SYSTEMS Questions to help your evaluation How can you improve the experience for your clients? How can you improve the efficiency of this system? Where can you add automation? Are there emails or phone calls you can templatize/ script?
CREATING YOUR SALES SYSTEMS Six major systems Lead Generation Client Outreach Ordering Follow up Customer service Relationship building
SIX MAJOR SYSTEMS Break down each of the major systems and create the following: Templates and Scripts Timelines Call, Email & Postcard Campaigns
BEST PRACTICES Schedule your time Plan your week Prioritize Set goals for outreach Set Sales Goals Accountability Partner Evaluate your business Organize your space Remain Consistent
TOOLS TO HELP YOU IMPROVE YOUR SALES AND RELATIONSHIPS
TOOLS THAT WILL HELP YOU IMPROVE YOUR SALES SYSTEMS Your Calendar Call and Email Scripts Dedicated Email Aliases Email Autoresponders
TOOLS THAT WILL HELP YOU IMPROVE YOUR SALES SYSTEMS Your autoresponse can include: Thank you for your email Hours of operation Expected response time A call to action Automate as many things as you can!
TOOLS THAT WILL HELP YOU IMPROVE YOUR SALES SYSTEMS Customer support help desk (ZenDesk, freshdesk, osticket and Help Scout) CRM - A CRM system will help you better keep track of your customers buying patterns, history and details while you get to focus is on fulfilling customers needs and maintaining / building good strong relationships.
Capsule CRM SYSTEMS www.capsulecrm.com A general purpose CRM with all the basics such as contact management, sales pipeline tracking and task management. What sets them apart is their huge list of integrations, a mobile app and a free account option. Free - with storage and contact limitations. Pricing Plans Professional ($12 per user / per month) - more storage, more contacts and premium integrations
Karma CRM SYSTEMS www.karmacrm.com karmacrm has a features list that easily covers the basics: sales task automation, team collaboration tools, Google integrations customizable interface, and a task manager. But they also have a robust customer management system that performs automated social media profile lookups, event calendar, and offers in-depth tracking. Always Free - limited users and contacts Pricing Plans Paid plans ($9 /month - $89 /month) - Each tier offers more users and more contacts
Method:me CRM SYSTEMS www.method.me A CRM created specifically to integrate and sync with Quickbooks. A Method:me user can create customer portals for contacts to view/pay invoices and initiate new orders. There is also functionality that allows users to track leads, service tickets, and contact interactions. Most notably, besides the Quickbooks integration, a Method:me account can have unlimited contacts. They also offer integrations with Gmail, Outlook, MailChimp, SmartVault, and several payment gateways. 30-day free trial Standard ($25 per user / per month) - all basic Pricing Plans features Pro ($40 per user / per month) - extra add-ons and advanced customization
CRM SYSTEMS Other CRM systems: www.reallysimplesystems.com www.salesforce.com www.zoho.com www.methodintegration.com
CRM SYSTEMS In a CRM system, set up a profile for each client that includes the following: Account/Store Name Bill To addresses Ship To addresses Buyer s name - first and last Buyer s title Buyer s email address Payment Terms Representative who spoke with the customer
CRM SYSTEMS Work Phone # Cell # Fax # Resale # (required by law) Store locations if more than 1 store Type of store How they found you Their website url The Markets/Trade shows they attend Their birthday (month & day)
TOOLS TO HELP YOU IMPROVE YOUR SALES AND RELATIONSHIPS Systems Software To make your life easier, there are now online resources (like sweetprocess.com) to help you create your own systems.
WE HAVE SOME RESOURCES FOR YOUR TOOLBOX F&TA Sales systems guide Call and Email scripts Templates
TAKE ACTION NOW! Download the worksheets and get started!