| Call it a "Kramer" |
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Call me naive or maybe I'm just "sales courteous", but I will return salespeople's calls. We all know how frustrating it is to not get returned calls, so I do follow up as a customer or a prospect and return them; even if I'm not interested.
Well, the other day, I received a message from, we'll call him "Kramer". He explained that he has a product that "we'll want". Oh, and he says, "What do you do?" OK, pick yourself up from off the floor. He knows what we want. Has the greatest product since the ipod, and NOW he asks what we do. I felt like saying, "Hey, Kramer. Go to our website. We invest a lot of time and money to tell the world, I'll bet you can read it, too!" Next, Kramer says, "OH, this product. It's going to TAKE OFF." ("Buddy, I wish YOU would take off" is what I was thinking.) (Now you know why I had to name him "Kramer" from Seinfeld.) So, what was the problem? Well you know what they were: 1. He didn't do his homework before he called the first time, or he would have known what SalesPEAK does. 2. He made a claim that was irrelevant to me. 3. He asked me a stupid question. 4. He failed to engage me in the call, even though I was generous enough with my time to return his call. If he had followed the SalesPEAK steps, the call would have gone vastly differently. Like this, for example: 1. He should have thanked me for calling him back. 2. He could have said, "You know, I was on the SalesPEAK website. Your company offerings look really interesting. Tell me how you got started in this." 3. Next, would have come some conversational qualifying. Such as, "Oh, it looks like you have a robust client list. Do your clients ever wish they had a software product that does X?" "How would they use a product that does X?" "If they had this, what would that mean to SalesPEAK's offerings?" 4. Then he could have told me more about the product and how it would benefit our clients. You see, I always tell my course participants, the customers only care about THEIR customers. If you can find out what THEIR customer's problems and concerns are, you will have a customer for life. Try it. Ask them about THEIR customers. Oh, and if your name hap pends to be Kramer, don't worry. It wasn't you who called. (c)Renee Walkup, All Rights Reserved, www.salespeak.com, 678 587-9911
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