Salespeak
Chirpy Chupa Chups in Chicago
- 24 October 2011
Food, Glorious Food...
So, I'm in downtown Chicago this week running a phone sales program for a client. The sun is out and people at my hotel are happy. Very happy. In fact, so delightfully cheery, that I don't recall being in a hotel where both the desk staff, restaurant employees, AND guests, lots of them, have ever been so friendly in one place.
In short, I'm feeling the love here. And I LIKE it!
Maybe it has something to do with food. Yesterday wrapped up the National Restaurant Association Trade Show. This is the largest food trade show on the planet. I didn't attend, but I'll bet the samples were amazing.
In addition to the NRA Food Show, the CANDY trade show of the year is this week. Now, i have to admit, I have a huge weakness for candy. I was weaned on it, as were my siblings. We have tried to keep our daughter from following into Mom's sweet-tooth-addiction pattern, but alas, that's been a failure.
Back on track, here...the hotel has had a HUGE bowl of Chupa Chups on their registration desk all week. Brightly wrapped and attractive lolly pops in tantalizing flavors such as Mango Sherbet, Raspberry, Cherry, and more, beckon anyone with a yearning for a sweet pop.
Now, I'm convinced that these lolly pops are influencing the contagiously positive sunny mood at this hotel. You could say their staff is well trained, and I believe they are, but how do you explain the friendly, warm, helpful GUESTS here? Certainly they haven't all gone through the Marriott Advanced Customer Care Training Program!
So, in enjoying all this positive flow around the hotel, it made me wonder about clients and how they respond to food. What kind of sale-aphrodisiac can we give to our customers to make them feel the love and say "YES" more often?
Alcohol?
Nope. It's a depressant.
Steak?
Hard to digest.
French Fries?
Too fattening.
Chupa Chups?
Maybe, but it's difficult to have a conversation when you have a sucker sticking out of your mouth.
So, I get it. Pie. Who doesn't like Pie? The flaky crust, the fruity filling, rich and splendid. Plus, pie is always pretty. You can even top it with a bit of ice cream or whipped cream, if the situation allows.
Take your customer out for pie. Bring them a pie. Or even just a slice of pie. It will make them smile.
Now, while you are with your customer, here are my tips for closing while they're still smiling:
1. Keep circling back to the question. Anytime your customer provides feedback, ask another question. In the old days we called this "trial closing", but I philosophically don't believe in a "trial close". You are either closing or you aren't. Keep asking the questions and that will help you get to the FINAL close.
2. Always close on SOMETHING. A next appointment, an agreement for a proposal review, a conference call, or a "pie date". Just make sure that EACH of your calls, phone and/or in person, ends with another step moving forward. That's how you'll get to the final contract. Never end with just a "thank you very much". Not acceptable!
3. Never give up. If you have done a skilled job at working the deal and have not closed yet, or get a serious objection, that's not a reason to go away forever. Just figure out better timing and stay in touch. Customers who have been well qualified don't come along every day. You don't want them buying from the competition when they eventually get the OK to move forward. (I just closed one of these deals this week, it's taken me 6 months, but I GOT it.) Don't get discouraged.
Finally, remember if you want a piece of the pie, you will have to share your pie with your customer. Try it, and let me know how it works for you.
Happy Selling!