I was on the road last week and had all sorts of good and bad sales and customer service experiences.
On the bad side, I received a quote for some work from a building services company. I called and talked to one of the inbound order takers and asked if I could get a more detailed breakdown of pricing (which seemed high). There was a long pause and then the rep, who obviously had no training on price objections, kind of stuttered and said . . . “that is just the way we price things.” That broke trust, and they lost the order. I was also working with a landscaping company who came out, gave me a bid and then disappeared. I called a couple of times and finally the estimator called me back clearly annoyed I had been pushing for some answers. Good bye! Read more
I like to tell salespeople in our workshops that there are always two sales going on simultaneously . . . the intellectual sale and the emotional sale. Here is what I mean.
Let’s say a couple is thinking of buying a house. Yes, they are THINKING about its location, the school district, resale value, etc. At the same time, however, they are processing the possible transaction through an emotional filter. How the home makes them FEEL when they are standing in the living room imagining a party, if they are optimistic or somewhat afraid of taking the plunge, how happy they and their children will be in this particular place. Read more
It is always a special time, for both sides, when someone takes a new job. The new employee is excited. New environment. New people. A fresh start. The same goes for the company. There is nothing more important to a company than its people. And yet . . . Read more
Have you ever wondered why some people are so darn likable?
You know the type . . . you are at a party meeting new people, everyone is a little uptight, and along comes someone who you immediately relate to, who makes you and others relax, who you walk away and later say to your husband/wife/date . . . “I really liked that Bob. He was really nice.”
What’s going on here? It could obviously be very helpful to us as salespeople to understand as much as we can about this phenomenon. So let’s see what makes someone so likable. Read more
We have all run into this prospect . . . you have met several times and the vibes are good but the client just won’t pull the trigger. The reason: Fear. Specifically, fear of making a mistake. Decision procrastinators are much more afraid of the pain of making a mistake than the benefits of making a decision.
Once you have determined that you have a scared decision maker on your hands, you may need to counter in the only language he/she will really relate to . . . risk . . . and this can be done in a couple of ways. Read more
The customer is always right . . . right? Well, maybe not. Not, for example, if he is abusing your people or costing more than he is worth in unreasonable maintenance.
One of the keys to building a great sales team and a great company is to develop and motivate a group of happy and engaged people. Studies consistently show that happy people are more productive than unhappy people, and when a customer is working over our people and we do not support our folks, they can quickly lose trust and loyalty in the process. Read more