Losing Like a Winner
Welcome to this Two Minute Sales Tip With Tim. Today I want to share some simple, yet valuable insights on how real sales pros should respond after their customer has made a buying decision.
So buying decisions come in two different flavors. The customer tells us yes, that’s what we’re all hoping for, or the customer tells us no. Let’s look at that first buying decision, the customer tells us yes. What’s one of the very first things we should do after we hear a yes? Well Sales 101 would suggest that we sit down and put together a hand written thank you note. Most sales reps think that just makes a lot of sense. That ought to be common sense for us to send a handwritten thank you note because when you do that you’re acknowledging the customer’s decision. You are affirming the relationship as you move forward, and you’re really making them feel good about this experience they’re about to participate in.
When a customer tells you no just don’t drift into darkness. Do something. Affirm that you had the opportunity to compete for their business and keep yourself in great position for the next time because, there’s always going to be a next time.
So the challenge is we all think it’s a good idea, but we don’t really put it into practice. So I really want to encourage everybody watching this to make common sense common practice. Start sending those handwritten thank you notes.
Now what if we get that second buying decision? What if we get the no, then what do you do? Well most salespeople do nothing. I want to encourage you to try something different. Recently I’ve been doing something kind of unique and different and actually it’s been kind of fun and the feedback has been fantastic. When a customer says no and decides to go in a different direction we’re putting together a simple little gift box.
Yeah just a simple little gift box. Inside the gift box we’re sending the customer a Tim Wackel coffee cup. No big deal. We’re sending them a little Starbucks coupon card. No big deal, but then we’re putting together a real simple note, and the note says:
It is often said that you should never forget a client. I prefer to do things so that clients don’t forget me. I appreciate the opportunity to compete for your business and will follow up again in 120 days to get an update on your progress. Wishing you nothing but the best.
So what happens when I put together a note card like this? Here’s what happens is that I stay on that customer’s radar. Yes they may have made a decision to go in a different direction, but the next time they’re considering sales training I’m going to be towards the top of the list. Why? Because of the way I responded after they told me no.
So here’s my call to action for you today. Let’s make common sense common practice and let’s start putting together those thank you notes immediately after a customer tells you yes. My second call to action, when a customer tells you no just don’t drift into darkness. Do something. Affirm that you had the opportunity to compete for their business and keep yourself in great position for the next time because ladies and gentlemen, there’s always going to be a next time.
My name is Tim Wackel, thanks for watching.