Many, many years ago, customer service was explained to me as a fence. The goal was to get the person on the same side of the fence as you are and the problem on the other. Sounds weird, but throughout the years I have found not only is this completely true, it works great in sales as well. A prospect has a problem. And it is one your company can solve. Awesome. But sometimes it is hard to break through to get the prospect to recognize you can solve it! That’s because you haven’t worked the fence. Here’s how. If a person has a problem, it is theirs. They don’t know you yet. Even if they went out to find a solution, they don’t know if you really can solve it. So they hold onto their problem. Your job is to separate the person from […] Continue reading
Managing the “Easy” Sale
Ah, the car buying experience. The ultimate in sales games. My lease is up and I needed a new car. I did my research, found the deal I wanted and went to the showroom. Got a very nice sales guy but when I presented him with the offer I wanted, he couldn’t believe it was that easy. In fact he said that several times. In fact, he kept asking his usual questions about color, interior, etc. even though I had told him it was about the money. There is a fine line between making sure your customer isn’t making a mistake and doing what the customer wants. He handled it well (which was nice) but it could have gone very badly. If you do have a sale go easily, be glad! But, he was smart to double check a few things before we signed the […] Continue reading
The “Something Extra” That Keeps You Coming Back
Recently I needed to use Bing instead of Google and while I was there, I grabbed a map to a meeting. Â As I drove to my destination, I noticed the last item on the list of directions: “If you pass Main St., you have gone too far.” Â Clouds parted, there was choral music, the sun came down in a beam to hit my car, you get the picture. What’s all the fuss about? Â I am completely directionally challenged. Â I can’t get anywhere without a map and my GPS and even then I screw it up. Â So the standard map I get from Google and others is okay, but I never have the confidence that I’m in the right place until I arrive. Â This little statement at the end of the direction list gave me the confidence I needed to get there without as much stress. […] Continue reading
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