Category Archives: sellling strategy

Do customers come back?

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When I bought my first company in 1997, I had a 30+ year old going concern, manufacturing in the aerospace arena.  Sales were made in spite of themselves.  Sales were made if the phone rang and someone actually answered it.  In reality the customer had to convince them to take the order and deliver product somewhat close to their needs.

Sounds absurd and contrary to what we all think about today when talking about good and exceptional customer service.

Today I am involved with another business, working in the aerospace arena.  We manufacture needed precision and sheet metal parts, and can provide engineered fabrication and assembly.  The company has been around for over 25+ years.  I don’t see much difference than when I bought my first company.

Today management talks about exceptional customer service, but I find little evidence of actually doing customer service.  During my career I have had opportunity to view and review many companies from supply and supplier side of manufacturing and in many cases I have observed only rhetoric and published mission statements of concern for customers and many times have not seen “Customer Service” in practice.

Rules of engagement say we should have only the customer and customer’s satisfaction in mind.

Reading about and visiting companies I seldom find someone saying “Wow – I can’t wait to give this company my next order!”  Don’t get me wrong — there are companies out there that are concerned about customers and making the buying experience good and/or great!

So, think about your customers and how they view your company.  Here is the process I am undertaking to get more customers and create an atmosphere in the company to keep the customers coming back.

Ask the following and then act on what you find:

  1. Do customers believe it is easy to do business with us?
  2. Do we provide fast accurate quotes or response to pricing requests?
  3. Do we have reasonable delivery times?
  4. Do we work on reasons why if our pricing is out of line?
  5. Do we respond quickly to RMA’s/customer returns?
  6. Do we really care about customers and their experience doing business with us?

Certainly not an exhaustive list of questions.  However, if you are in business and sell to others these questions need be reviewed and acted upon.

I want customers to come back!

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Good Selling or Bad Selling?

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This week I had a scripted telephone sales call come through.  It was a service I am interested in and I listened.

The caller was a lady obviously not used to making telephone sales calls.  She was very nervous and would not deviate from her script.  This could have been mandated, but there was no friendliness or emotion — only monotone, nervous reading.  The script was written to have the caller periodically ask if there were any questions on the material just covered.  I could only imagine her relief when I answered “No questions at this time”.

After about 1-1/2 minutes she concluded with a final — Do you have any questions?  I had none.  However, had I not been taking notes as she quickly delivered the presentation I would not have had any data as to what she was telling and selling.  I may continue and purchase this service.  However, I will go on-line and do my research.

I listened to this particular presentation because I am interested in the service, and I am very interested in how people are taught and trained in selling.  This instance was not a good showing for the company trying to get me to buy.

I'll bet she was relived that I had no questions  and I also believe she will not be in the selling game long, or worse she will get fired.Many companies don't train or send sales people to sales training.  Most get the same training I had —  Here are your business cards, here are the brochures, there is the door — Go forth and sell!

When I was thrust into sales many years ago, I was so nervous I had to have my opening script with my name included so I would remember who I am.  I learned very quickly that a perfectly written presentation given in a monotone rote delivery was ineffective.

— But —

We all say “That is an absurd obvious statement!”.  We all know that you can't sell that way.  Listen next time a telephone sales person calls — The calls are the same and generally you can pick out the sales “Pitch” and decide to get off the call.

Is this how you sell?  Many good potential sales and/or referrals are lost, just because the basics are not provided and utilized for sales success.

Good Selling or Bad selling! — You decide.

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Sales, Selling — Follow-up?

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Ask a sales person –

“When is the best time to follow-up with XYZ customer?”

“When is the best time to follow-up on a recent quote?

“When is the best time to follow-up on “Blah, Blah, Blah?”

 

All too often we hear, It’s too early, or I am not sure now is the right time, or I don’t want to bug the Buyer/Customer/Etc.

 

Have you ever taken the time to think about “Follow-Up” in selling?

Some sales people follow-up too often and disturb/disrupt the potential customer.  It is estimated that you need 7 contacts with potential clients/customers before a transaction happens.

I am self-taught in selling and when I found a really good system I latched on to it.  I have been using the Sandler Selling system for over ten years. (I would be happy to provide my contacts to anyone interested.)

A great technique that I learned and use is the Sandler Technique of using an Up-Front Contract with potential customers.

 

Simply ask the prospect/Client for the next time contact would be appropriate.  Set an exact date and time if possible or get at least a time frame for contact — Then do what was agreed upon!

Too many times I have had sales people working for me or trying to sell to me stop — after the very first call.

 

Never get caught in this trap —

It’s too soon to call — Now it’s too late the order was let to someone else.

Good Selling / Bad Selling!

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Some years ago, I had possibly the best Receptionist/Gatekeeper in business, she understood and could stop none essential sales people from getting through. One day our Receptionist/Gatekeeper brought me a package. It had been hand delivered.
In the package was a T Shirt from my alma mater — Indiana Institute of Technology, and a note from the salesman requesting an appointment, and comment that he hoped I appreciated his effort to get my school T shirt. He said he would call in a few days.
I graduated from IIT in 1973 with a Bachelor of Science in Mechanical Engineering, the idea that this salesman had gone to the trouble to get me the shirt was unique and I liked his style.
At that time I instructed our receptionist/gatekeeper that I was impressed by this salesperson and that when he calls I will take the call. After a little research on his company, I was pretty sure I would not need his services. However, I would listen to him and then if possible direct him to a referral.
He never called!

How many times have you had seemingly good salespeople just not follow through?

Good selling or bad selling?