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NJJ Inner circle 6437 Posts |
I'm buying a particular bit of equipment at the moment and I got two different quotes from two suppliers.
One replied and answered all my questions quickly and simply finishing by saying "Please let me know if there are any further questions, also, feel free to peruse my website for more info.." The other answered my questions in a much longer email that also went into all the benefits and used lots of sale language like "Please know that your needs are paramount" and " I will do everything I can to make it as affordable as possible." I'm now LESS likely to deal with the second guy because I feel like I was being 'handled' and 'pitched too'. Does anyone else feel that sales language can sometimes be counter productive in selling your services? I always befriend the customer and let them know about the benefits in a friendly, conversation way... What do you do? |
TheDean Inner circle Reno, Nevada 2164 Posts |
That is the cool thing about humanity...
Nicolas, I too am a high-TOUCH, re-elationship kinda' guy, but that does in no-way mean that the other less personal style of sales and marketing any less effective by the numbers. SOME, (unlike myself and Nicolas) would much rather be sold in this (to them) less confrontational, dis-connected or high-pressure personal sales kinda’ way, where as others still ‘prefer’ the more personal contact approach. Like I said BOITH are effective depending on the individual buyer. There is LOADS of information on discerning the "buying strategy" of each individual buyer and THEN supporting them IN THAT particular style! (Wow… what a though! Meet the needs of the buyer, EVEN during the sales process… Hmmmmm!) Now I realize that though MOST don't take the time to learn how top do just that... we just seam to sell based on our own style and comfort level… too bad really. Not only are we missing real opportunities to REALLY HELP OTHERS, we are missing sales! Just imagine if EACH of us was sold in the "STYLE" to which WE favor and are accustomed to. Now THAT would be a TRUE "Customer Care" sales professional. Funny thing is, WE DO THE SAME THING TO “OUR” BUYERS! Think about that. Interesting eh'? I am, as always, at your service and In His Service, Deano <><
Dean Hankey, *M.D. - The Dean of Success Solutions!
Serving & Supporting YOU and Your Success! "Book More Shows... Make More Money... SERVE MORE PEOPLE! - Not Necessarily In That Order…" (*Marketing Doctor) |
magic4u02 Eternal Order Philadelphia, PA 15110 Posts |
Dean brings up a good point. I guess the idea, at least on the phone, is to try and determine the style that the prospect most likely fits or wants. How do we do this? I think simply by asking a few questions and listening to their response. After a while I think one gets to figure out the style that bets fits ther person just from hearing the prospect talk for a little and just listening to the way they answer. I have found this to be true in my own dealings with prospects and learn to adapt likewise.
Kyle
Kyle Peron
http://www.kylekellymagic.com Entertainers Product Site http://kpmagicproducts.com Join Our Facebook Fan Page at http://facebook.com/perondesign |
TheDean Inner circle Reno, Nevada 2164 Posts |
You mean paying attention to THEM, and giving them what they want really works?
Go figure! (Hehehehehehe!) I am, as always, at your service and In His Service, Deano <>< PS Quick fix: DEAN: "Just imagine if EACH of us was sold in the "STYLE" to which WE favor and are accustomed to. Now THAT would be a TRUE "Customer Care" sales professional." When waht I MEANT to say was: "Just imagine if EACH of us was sold in the "STYLE" to which THEY favor and are accustomed to. Now THAT would be a TRUE "Customer Care" sales professional."
Dean Hankey, *M.D. - The Dean of Success Solutions!
Serving & Supporting YOU and Your Success! "Book More Shows... Make More Money... SERVE MORE PEOPLE! - Not Necessarily In That Order…" (*Marketing Doctor) |
Donald Dunphy Inner circle Victoria, BC, Canada 7563 Posts |
Nicholas -
What I think may be partly at fault here, is using the wrong selling language in the wrong medium. It sounds like you were dealing through e-mail. Although communication can be done that way, if certain language is used in e-mails, it comes across as insincere. However, in the right situation, over the phone or in person, that language might be acceptable. I still agree with Dean and the idea of selling to a person's style, and I think this salesperson missed guessing yours. That being said, I still think that the fact that this salesperson said these things via e-mail is what did them in. - Donald
Donald Dunphy is a Victoria Magician, British Columbia, Canada.
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Leo B. Domapias Loyal user 297 Posts |
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Does anyone else feel that sales language can sometimes be counter productive in selling your services? I do. One of my pet peeves is pressure selling. When a salesperson uses high-pressure selling techniques on me, by words or by deeds, I promptly become a little unkind to him in my words and attitude. I tell him to get lost, or use words to that effect. I know he's just trying to make a living, but I don't want to be pressured into buying something---even if it's something I want to buy in the first place. I want to decide for myself. Leo Manila, Philippines |
TheDean Inner circle Reno, Nevada 2164 Posts |
Leo,
"From Their Perspective", they may not think they are using any form of disrespect or, as you say "High Pressure Selling". It just MAY be possible that they are just be doing what they found to be effective when THEY buy, and as such, they may "believe" that they are being the best customer service professional they know how to be. Funny how, because of our own biases, we have "reactions" like this. I, of course have NO-IDEA what is, or is-not going though their heads at that moment, but what I DO know for sure is 98% (or some relatively high number) of sales people simply sell in the style that THEY like to be sold in... nothing more, nothing less. They only do what they "BELIVE" works based on their own buying experience. Often, no disrespect was ever intended... they are simply doing the BEST they can, and know how to do with the resources they have at the time. It’s still interesting that some have this sort-of weird, adverse reaction to folks just doing what they know how to do. (The best they know how…) ...see my previous post. I wonder how may of OUR new business ‘possibilities’ feel this-way about US? (and DO-NOT BUY) cuz they feel the same way? Interesting thought eh'? I'm always fascinated by our own B. S. (Belief Systems) and how it effects our own lives and business. My own "B.S." (Belief System) is: "People Do The BEST They Can With The Resources They Have." (Even if those resources don't mesh with my-own... or 'challenge me' and my ‘BS’ in some way!) But that is just me... I may not be right either, (and what “is” RIGHT on this topic anyway?) but it sure helps to keep me happy and healthy (mentally and otherwise) and it WORKS for me. Interesting, eh? I am, as always, at your service and In His Service, Deano <><
Dean Hankey, *M.D. - The Dean of Success Solutions!
Serving & Supporting YOU and Your Success! "Book More Shows... Make More Money... SERVE MORE PEOPLE! - Not Necessarily In That Order…" (*Marketing Doctor) |
jrbobik Regular user Philadelphia 104 Posts |
I belive after being in retail sales for over 15 years and no not a can I ring you up "Counter jockey". I sold and taught my staff how to sell.
The problem with the "High Pressure Sales" it is not what the salesman are accustomed too it is the company standing behind them whispering in thier ears saying you must sell X amount today or you will be on a warning, fired or have to attend more training. There in lies the problem. It is about the numbers and not about the customer. Companies are afraid to let their employees be orginal with the basic ideas of how to sell. Employees need to be taught how to handle customers and not be "IN THEIR FACE" to make a sell. Yes you can be aggressive with the sell and still not seem to be annoying to the customer. I read all the time on here about bad experiences and just shake my head becasue it is so simple to sell and make the customer happy. It is mostly common sense. That is why I am against "Script" selling. Reading a sript is just wrong and it will always sound like a pitch. There are people on here that I can tell do very well with a script but I do believe that they make it sound like it is them just talking to the customer normally and can switch gears on a moments notice if the conversation takes a change of direction. Now do not get me wrong you need to have all the benefits and features of the product or show that you are selling done pat. There lies the real key to selling. Over coming concerns and making the customer realize ther value they are getting from your show or product. Customers just want people to be friendly, helpful and attentive to thier needs. Not pushy! Plain and simple. Just my two cents John B
"No act of kindness, no matter how small, is ever wasted"
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Doug Higley 1942 - 2022 7152 Posts |
It seems both took the time and answered your questions. Niether deserves to be ignored and it should come down to product...and yes, price...not whether the sales person met your standards. All the above posts are correct to a certain extent, however it must come down to what will benefit you the customer. That sales person will be out of your life no matter what...the product you are left with will not.
Personally I do not like a high pressure or in your face sales approach and many do not but if I like a Serta Mattress and there are only two places to get one that I like...then it might come down to which sales approach I was more comfortable with...but if there is only one place to get it, the heck with the sales process, I'm not going to buy a Sealy because the salesman wouldn't back off...I'll back him/her off and make the Serta purchase. My own personal approach after 38 years in sales and consulting is provide whatever the customer needs in the way of comfort with the product and information. Bend over backwards if that's what it takes...but I BEGIN any sale assuming the customer knows what they are talking about...if I determine they do not then I'll educate them as best I can. I found that in Executive Sales with CEOs, the harder direct approach was more successful...with just folks, I back way off. EVERYBODY's Mileage Differs... The best Sales seminar I ever attended began with the words... "Nobody Knows Anything About Advertising, Nobody Knows Anything About Sales" That only makes sense if you go into any negotiation with hard and fast rules and not your head. Doug
Higley's Giant Flea Pocket Zibit
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jrbobik Regular user Philadelphia 104 Posts |
Great post and well stated, Doug.
Seems we are all on the same page so to speak, just different ways to get there. It all comes down to having a good product and happy customers. For the last 8 years I have been consulting for Help Desks. I work with the CEO or CIO and yes the harder direct approach usally works the best. They are busy people and want to get the project done. Quick, on budget or under and with the least amount of pain. John B
"No act of kindness, no matter how small, is ever wasted"
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NJJ Inner circle 6437 Posts |
Quote:
On 2004-10-11 13:07, Xmosis wrote: I would disagree, when I client calls me, I give them a certain peace of mind that they have choosen wisely in getting me to perform at their event. If I 'pressured' them into it, they wouldn't feel comfortable and worry about their decesions (regardless of how good the show finally was). In this case, it WAS via email and I had already been very personable and chatting with the person. I don't want someone who puts up a wall of sales jargon when I ask them simple questions. If I were to buy their product I would worry that the after sales service (which this product would require) would require more of this kind of interaction. In other words, as a CUSTOMER, I want to deal with a person, not a machine! However, I recognise that different customers have different needs and so I'll always adjust my pitch to suit. Although in my experience (20yrs) the personal approach wins over the foot in the door approach 9 times out of 10. |
TricksDaniel Loyal user Pensacola,FL 248 Posts |
I agree with what the others have said, it comes down to which price is best. The first e-mail you mentioned sounds like they are more customer oriented and isn't in a rush to make the sale. The second sounds like a car salesman. Mostly all new car salesman have to go by a script and have certain quotas to make or their history. I have bought a car from a company that initially I had left from because of this high pressured selling. I went to another lot where there wasn't the pressure but the prices were to steep. Needless to say I went back to the other and found someone else to speak with that had been in the business for a while. It is really all about price. Just my 2 cents as all the others.
Owner DC_ILLUSIONS
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MagicalPirate Special user Shamokin, PA 828 Posts |
Since I haven't read both emails I can't say with exacting detail, however, Nicholas I have to disagree with you 100%. What the person did in the second email is exactly what any of the marketing gurus recommend that we all do. It is called selling and I see nothing wrong about listing the benefits and saying you are of ultimate importance to them, which you are. Without buying customers non of us would stay in business very long. Personally from what you have said, I would go with guy number two as he is trying harder and has done his homework as to how to sell his merchandise and will probably be around longer to maintain your purchase.
Also, you are comparing apples to oranges. You keep saying when people call you, well you didn't communicate by phone so you can't compare how you would handle the situation on the phone to how the two responded by email. Email is an anonymous form of communicating that is totally void of that warm fuzzy that is usually connected to verbal conversations. I think you should contact both companies by phone and then make your judgement based on the criteria you are using to judge their emails. Martin
Martin Blakley, CSH, DASH, CMSA
http://www.thehypnoguy.com/HYPNORESOURCES http://www.docgrayson.com/ How To Sell Anything Online http://tub.bz/?r=1z Copyright to my own words retained 100%. |
TheDean Inner circle Reno, Nevada 2164 Posts |
See, the individual "buyers strategy" DOES matter. (To EACH Individual Buyer… and THAT’S what matters!) If the buyer wants ‘warm fuzzes’, give them warm fuzzes, if the buyer wants anonymity and a ‘safe’, non-personal first contact, then give them THAT!
I though it would be easy to understand. Easy, yes? Regarding the “PRICE” is the only thing that matters theory: Funny thing is, if "PRICE" were the real determining factor, then there would be no such thing as a “higher-priced” products in every market. I guarantee there are performers who get waaaay more money in every market who are, often busier than the "low-price-leaders" in that market. Too, there are Mercedes, Cadillac, Lexus who consistently outsell the lower-priced cars in many markets. Toyota is a good example: They have 3 distinctly different priced products and their cheapest far and away is the slowest selling as of this posting. The point is; "PRICE" is seldom the REAL motivating factor by the numbers. Though it is 'sometimes' a determining consideration, as in YOUR case, but in most cases the magic word is "VALUE" or at least perceived value. The guiding principle is: "Is It WORTH-IT To Me" regardless of the 'price'. (What ever "IT" may be.) What "VALUE" does this product or service have for me and my life. Even if, and likely won't be, the CHEEPEST "priced" solution in the market. MOST do not go to their favorite fast-food place and simply get the CHEEPEST thing on the menu, let-alone the whole 'super-size' concept. The largest number of people DO, in fact choose the 'super-sized' option for more money... in fact, NOT the cheapest priced thing on the menu. The only reason I though to mention this is, that selling on PRICE alone will eventually KILL your business and does in no-way truly support the relationships we hope to help with our entertainment services and solutions. The goal is better to serve them with the solutions that support their highest need and outcome regardless of the cheapest price. The fact of the matter is, the low-price-leaders in most markets shoot themselves in the foot and MOST based on the fact that people are NOT looking for the cheapest performer, but rather the best show for the money they do spend, and they are NOT the same. Think in terms of, and deliver to your buyers real VALUE and you will not want for much as a service provider. Just my 30 years of experience and two cents worth. I hope this helps some... I am at your service and In His Service, Dean <>< If common sense were all that common, we’d all be rich.
Dean Hankey, *M.D. - The Dean of Success Solutions!
Serving & Supporting YOU and Your Success! "Book More Shows... Make More Money... SERVE MORE PEOPLE! - Not Necessarily In That Order…" (*Marketing Doctor) |
NJJ Inner circle 6437 Posts |
Quote:
On 2004-10-12 12:33, MagicalPirate wrote: As a customer he didn't sell ME. He made me feel like he had something to hide, whether he did or not. I'm not that interested in why marketing gurus say, I am interested in what my clients want to hear and what they want to say. I sent a friendly email to both asking for advice. One of the replies felt like a copy/paste of a sales pitch where as the other actually listened. The 'pitcher' listed benefits of the product that were not benefits to ME. It was as if he had listed everything HE liked about his product. I guess my point is about 'connecting' with the client whether it be on a professional or personal level. Switching into 'automatic' pitch mode is very alienating. I'm sorry I can't go into more detail about the two pitchers but both companies frequent the Café and I'd hate to cause trouble Update: I had an after thought. My PERSONAL philosophy on marketing (and this works for me, but not everyone) is that most of my clients like to do business with people they like on a personal level...the kind of people they would be friends with. In fact, businesses and organisations are full of people who have gotten jobs or gotten ahead because they didn't just KNOW the right people, they were LIKED and FRIENDS with the right people. So, I always try and be likable and personable. My biggest clients (shopping centres and festivals etc.) are all run by people that I'll chat with for 20 minutes before even talking about business. By talking in terms of other people's interests and ideas I find that people are more likely to book me! I believe it is a principle tenet of the wonderful book How To Win Friends and Influence People. ...but if I need too, I own a list of buzzwords and a nice tie which I am always happy to restort to. |
TheDean Inner circle Reno, Nevada 2164 Posts |
GOOD ANSWER!
That was only my point. It really doesn't matter how WE 'feel', if how we feel get in the way of our business relations, wants, needs and desires and HOW it is that THEY like to buy... not the other way around. Great post! We too often get caught up in what WE want to be of any real value to our buyers. I find, based on my experience that most of my buyers like the more 'personal' approach, which is MY preference as well, but there are some who just want the facts and as little human contact as possible. It's nice to know which are which and help THEM based on their buying strategy. This is NOT, by a long-shot all their is to know on "Buying Strategies" and how they work from the perspective of EACH individual buyer, and is worth a look-see at your local business book supplier. Nice discussion. I remain at your service and In His Service, (For those that like it that way... ) Dean <><
Dean Hankey, *M.D. - The Dean of Success Solutions!
Serving & Supporting YOU and Your Success! "Book More Shows... Make More Money... SERVE MORE PEOPLE! - Not Necessarily In That Order…" (*Marketing Doctor) |
icentertainment Inner circle 1429 Posts |
When selling it is important to alter your presentaion
to suit your customer similar in performing magic So before you start selling find out as much as you can about who you are selling to- this will tell you what to say and how to say it. |
MDS Special user USA 528 Posts |
If you are pitching, no matter how good it is 95% of people are smart enough to smell it.
MDS |
NJJ Inner circle 6437 Posts |
I'm glad you said that Matthew. That is EXACTLY what I think!
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