Are Your Salespeople Repelling Customers?

What was your last experience in “retail land” like?  The last time you needed to buy something large…maybe a car, a piece of furniture or a TV?

Were you truly helped?

OR

Did a salesperson try to push a product on you?

Did you find the process helpful, or was it frustrating?

Was there any sort of process that actually helped you get exactly what you needed?

One of our biggest frustrations with Salespeople is that they follow no real process.  They wing it…flying by the seat of their pants.

The result is a terrible experience for the customer.  The type of experience that your customers and prospects are probably getting right now.

Imagine this example.  You’re in the market for a home theatre system. 

What happens when you go to your local retailer? 

Is it likely that you’ll be taken through a systematic process to help discover your specific needs? 

No, most likely you’ll be asked one or two quick questions and then have a mind-boggling range of products shoved down your throat. 

You’ll be barraged with features like:

watts per channel output,

pixels,

lines of resolution,

digital cinema auto calibration,

and of course,

Full HD, OLED, Ultra HD, 4K…

Features that do nothing but confuse all but the “tech heads” among us.

Are the sales people deliberately trying to confuse us? 

No, it’s just that they’ve never been taught how to follow a process that actually helps you (and them) to understand what you need, so they can help you get what you need.

Now imagine the same scenario but with a sales person who has been taught a “sales process”, a sales person who is truly professional. 

You meet the sales person and say something like “I’m looking for a home theatre system”. 

She replies with “That’s great, my name is Julie Seller and yours is______?”. 

You answer, “Joe Buyer”. 

Julie says,

“Good to meet you Joe. 

So that we can best help you, we’ve created a simple process for finding out exactly what your specific needs are. 

The process takes about 7 minutes.  It involves me asking you some simple questions about your home, the type of movies and music you like and the entertaining you like to do. 

Then, based on what you tell me, I’ll explain the types of features you’ll need in a system.

Then I’ll be informed enough to show you two or three systems, at different price ranges, that will suit your needs. 

Is it ok if we go about things this way?”.

How would you feel about Julie as a Salesperson? 

With one quick, simple statement, she’s positioned herself as professional, helpful and interested in your needs.  You feel like you’re in safe hands.  You understand the process and are most likely looking forward to it.

Now, if you’re a business owner, imagine what it would be like if your entire sales team operated this way?