In the last two weeks, I seem to have had a series of bad sales experiences and, honestly, if you have people in your team doing this, they will be losing you business big time. They need to be trained (or fired), whichever way you think best. But if you are a Manager, maybe you are not aware of what your staff are doing (or not doing) on their sales calls. Do some phone calls and face to face calls with them and check out what is happening.
In the space of 2 weeks, here is what happened and what you can do about it:
I emailed 5 floor tilers to get quotes for a kitchen floor. Three did not reply, one replied asking me to call him. I called him, he asked no specific questions to clarify my needs and gave me a random figure over the phone. Another one rang to say he could not quote without coming round to see the job first. Obviously I went for the last person because, if he could be bothered to come round and see the job first, he was going to be bothered to do a good job for me. He was the only one out of five who went the extra mile.
I was in a shopping mall and was asked to sample a new skin cleanser. The sales assistant said I should keep it on for 5 minutes so I said I would go to the ladies and come back. My skin felt great so I decided I would buy it. When I got back to the shop, the girl was nowhere to be seen. A guy was busy with another client and told me my sales assistant had gone to lunch! That was one lost sale for sure forever.
I tried to book a holiday house down south. The real estate person said she would email me the details. I never got the details so I rang back. She said she would send them again. Once more I did not get the details. I rang back and was told it was her day off, I would have to ring tomorrow. Needless to say, I went to another agent to find a house,
I got a leaflet from a chiropractor offering his services at half price for the first visit. I rang for an appointment and he said he was busy with a patient, and asked if he could ring me back. I gave him my number but he did not ring back. Another lost sale because I certainly did not ring him back.
I see people like this abusing the profession of sales all the time these days. To be the best you can be, I recommend you stand by my 3 principles, as they have been the making of my own sales success over the years
1. “People don’t care how much you know, they want to know how much you care” (show them you care by staying in touch, addressing their problems until they are resolved, following up quotes and information you send out to them.)
2. Never say, “I don’t have time to do that” . Ask yourself a better question “How can I make some time to ensure I do that?”
3. Follow up every enquiry by phone that comes in via email and web. You can end up selling more than was originally requested and more importantly you can build a relationship with the customer.
Follow up inactive customers, you will be surprised that you will be able to revive 25% of them back to doing business with you.
Sorry if this is a bit of rant but truly, let’s raise the bar and make sure we are always performing like professional salespeople so we can proud of our profession.