Even seasoned professionals get taken in by customers who use statements to put them off. Rather than take it up with the customer they just give up.
Customer can bend the truth, especially if they haven’t made up their mind about buying. They will say just about anything to get out of the store. As a salesperson, if you’ve done your best, there is no reason to back off from the customer.
START BY NOT BELIEVING THE CUSTOMER’S EXCUSES! If you believe them, it’s over. If you believe them you do not believe in yourself or your business.
Here are 7 standard customer lies and ideas for selling them.
- I can’t afford it. Now we all have had times when we couldn’t afford something; that doesn’t mean we didn’t buy it!
If you’ve explained the value of your product and how it will help the customer, they should be able to see that living without it would be a mistake. Ignore the statement and review the customer’s “conditions of satisfaction.” Give them the features and benefits that fit the customer’s key concerns. You can also suggest a product that is less money and explain the comparison. The customer may don’t let the customer scare you. Your job is to make them feel you have their best interest at heart, and your product is what they need.
- “We’re just looking.” You’ve heard this a million times and you might be tempted to leave them alone. My suggestion, don’t.
Yes, people just look but if you leave them alone while they’re looking you run the risk of looking like you don’t care. Statements like, “We have some new products, and can I point them out to you?
“We have a huge store; can I help you find the right products?
These statements should be followed up with rapport building statements; anything other than trying to sell them. Talk about their kids, the weather or their smart phone.
3.”I have to ask my husband or my wife.”
One reason the customer might say this is because she or he doesn’t trust your judgment. If they don’t believe what you’re saying, they certainly don’t want to make the decision alone. It may be true that they aren’t the decision maker so “nicely” review two or three benefits that fit their situation and be quiet.”
- “We weren’t prepared to buy; we have to look around.”
Don’t be afraid to tell them you understand, but you don’t want them to lose out on the product or pricing. Before they look around suggest that you review your product with them. Check out what they said about their situation and explain how your product fits the bill.
- “I’ll know it when I see it.”
This is really a funny statement. If you ask them what it will look like they won’t be able to tell you. They may say you don’t have it. This is a good time to ask them to describe the perfect product to you. If you can get them to talk about it, you will probably come up with new ideas.
- “It’s too expensive.”
This is a wonderful statement and gives you lots to work with. Review their budget with them and review how the product will work for them. This is similar, to “I can’t afford it.”
- “Your competition is cheaper.”
Your competition might be cheaper but are they as nice as you? In other words, building rapport and showing you care is more important than ever. Explain what makes you different and what you’re willing to do for them. Cheaper doesn’t always mean better even if it’s the same product.
What special treats do you have for your customers? A comfortable showroom, an interactive web site that really helps the customer finds the right products. Plenty of social media chatter that shows that customer’s trusts you. You might familiarize yourself with your customer’s online reputation.
How about this? A print out coupon they can only get on their smart phone while they’re in your store. If you have “wiggle” room, make sure it sounds legitimate. It might do the trick.
Once you’re done, don’t forget to ask the customer what she thinks about what you’ve said. This is an easy closing statement that is overlooked by most salespeople.
Lisbeth has been doing sales and customer service training for over 20 years. Reach her at Lcalandrino@nycap.rr.com.