WHOLESALE

MODULE 3

VIDEO 2

Mastering

CREATING SALES SYSTEMS FOR RELATIONSHIP BUILDING

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

✓ Repairs

✓ Inquiry response

✓ Relationship Building

✓ Promotional

✓ Education

✓ Special orders

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

✓ 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

System:

EXAMPLE OF A 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

Return system:

EXAMPLE OF A 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

Repair system:

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

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.

Example of a Relationship Building System:

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

✓ 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?

Questions to help your evaluation

CREATING YOUR SALES SYSTEMS

✓ Lead Generation

✓ Client Outreach

✓ Ordering

✓ Follow up

✓ Customer service

✓ Relationship building

Six major systems

SIX MAJOR SYSTEMS

Templates and Scripts

Timelines

Call, Email & Postcard Campaigns

Break down each of the major systems and create the following:

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

✓ Thank you for your email

✓ Hours of operation

✓ Expected response time

✓ A call to action

Your autoresponse can include:

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.

CRM SYSTEMS

Pricing Plans

www.capsulecrm.com

✓ Free - with storage and contact limitations.

✓ Professional ($12 per user / per month) - more storage, more contacts and premium integrations

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.

Capsule

CRM SYSTEMS

Pricing Plans

www.karmacrm.com

✓ Always Free - limited users and contacts

✓ Paid plans ($9 /month - $89 /month) - Each tier offers more users and more contacts

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.

Karma

CRM SYSTEMS

Pricing Plans

www.method.me

✓ 30-day free trial

✓ Standard ($25 per user / per month) - all basic features

✓ Pro ($40 per user / per month) - extra add-ons and advanced customization

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.

Method:me

CRM SYSTEMS

www.reallysimplesystems.com

www.salesforce.com

www.zoho.com

www.methodintegration.com

Other CRM systems:

CRM SYSTEMS

✓ 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

In a CRM system, set up a profile for each client that includes the following:

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!