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Link This | Email this | Blog This | Comments (8)
They Are A Strange Bunch!January 23, 2009A few weeks ago I wrote about how customers were a fickle bunch, with a multitude of things on their plates to get done. Things like picking up the children, going to the cleaners and so on. I went on to ask imagine how they feel when you can’t find a pen, or a sales slip or you generally not being prepared to serve the customer. The point is that in sales we have to be prepared for every situation in order to be successful. I received several responses about how many times it is the customer that isn’t prepared. Strange but true. I agree that there are times when the customer can’t find their checkbook, driver’s license, repair slip or even their wallet. Sometimes their credit cards are declined causing the salesperson to lose valuable time. Some customers come in when they are talking on a cellular phone and expect you to talk to them or serve them when they have a hundred other things that they are trying to take care of. There are times when a customer won’t say the magic words “please” and “thank you” or expect you to wrap ten items separately. There are even times when they might even leave your restroom a mess. They may even ask for the owner making the individual salesperson feel unworthy. Occasionally, they even come into the store barking only to discover that they are in the wrong store. They certainly are a strange bunch that we have to deal with. You can look at these types of customers as being a real pain or you can just laugh at the beauty of different human beings. However, what you can never forget is that they are the customers and without them there would be no reason for us as salespeople. The customer is the only reason that our stores and our professions exist. Remember customer service rule #1: “The customer is always right.” And rule #2 is: “Even when the customer is wrong refer to rule #1.” Posted by Brad Huisken on January 23, 2009 | Comments (8)
January 27, 2009
In response to: They Are A Strange Bunch! Angie commented: People can be really rude while on their cell phones. I try to leave mine in the car while shopping, or if at a mall, only answer while NOT in a store and try to find a semi private spot to have a converstation. How did our ancestors ever survive?
January 27, 2009
In response to: They Are A Strange Bunch! Angie commented: People can be really rude while on their cell phones. I try to leave mine in the car while shopping, or if at a mall, only answer while NOT in a store and try to find a semi private spot to have a converstation. How did our ancestors ever survive?
January 29, 2009
In response to: They Are A Strange Bunch! Not always! commented: I have been in business development / sales for 20 plus years - everything from retail to "
January 29, 2009
In response to: They Are A Strange Bunch! Not Always! commented: I have been in business development / sales for 20 plus years - everything from retail to "C" level negotiations. The bottom line is that the customer isn't always right. I have created a few simple rules that have helped alleviate the challenges we face with clients: First, make sure you do not loose sight of the goal (you define what that is depending on the stage of the sale), second is to never let the discussion get personal even if the client attempts to take it there (probably one the biggest internal obstacles you face in sales), third is that you don't compromise your core values simply to close a sale, finally is to remember that you can't control what the customer says, however you can control your response, therefore shaping the outcome of the experience.
February 28, 2009
In response to: They Are A Strange Bunch! Cave Man commented:
May 28, 2009
In response to: They Are A Strange Bunch! ApplyCreditCards commented: da best. Keep it going! Thank you
June 16, 2009
In response to: They Are A Strange Bunch! GarykPatton commented: Hello, can you please post some more information on this topic? I would like to read more.
July 6, 2009
In response to: They Are A Strange Bunch! CrisBetewsky commented: Some of us even don't realize the importance of this information. What a pity.
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