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3 09, 2015

7 Lies Customers Tell and How You Can Still Sell Them

By |2017-03-03T12:06:52-05:00September 3rd, 2015|Categories: Blog, Building relationships, Customer Satisfaction, Sales, Selling on price|Tags: , , , |0 Comments

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Liar, liar pants on fire.

Liar, liar pants on fire.

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.

  1. 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.

  1. 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.”

  1. “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.

  1. 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.

  1. 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.”

  1. “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.

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5 09, 2011

Women Buyers Have Never Been Different, Now They Just Have More Money!

By |2017-03-03T12:07:08-05:00September 5th, 2011|Categories: beliefs, Blog|Tags: , , , , |0 Comments

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Women talking about shopping

We're not different

I’m tired of reading about women customers being different shoppers than men. Everyone seems to have a plan about “how to sell to women;” as if we were some unusual species. Now that we have money, we seem to command more attention.

 And by the way, despite the hundreds of articles on “how to sell to women” I find that I regularly am “dismissed” by a salesperson. Is it because I’m female, and they think I’m stupid? No, I just think they’re bad salespeople.

I was  looking at a refrigerator today and the only person who was willing to wait on me was another customer! I think everyone was shopping today because the weather was so bad. Most of the stores were understaffed and loaded with customers. We started to talk, he knew more about cubic feet than I did so I let him talk. When I had enough I said “thanks” and continued on my way. Did I think he thought I was stupid because he kept on about how much he knew about refrigerators, no I just think he liked being smart and telling me what he knew.

It’s all about being good at sales. Those who are good at sales realize that building rapport is one of the most important parts of the selling process. Building rapport has to do with eye contact, a smile and a friendly “hello” to take the “customer’s temperature.” Are they friendly, distant, in a hurry or not interested in talking with you? These clues will help you determine your next move.

 Does it matter if the customer is a male or female, old or young? Of course it doesn’t but we all have our stereotypes about people. The more experienced and “sane” you are the more you understand that most customer reactions have nothing to do with you. We all live in our own little worlds and bring that world to the sales floor. Sometimes things are good and sometimes they’re not. This has nothing to do with being a male or a female it has to do with life. And by the way, life is never about you, it’s always about the person that you’re dealing with.

 If you want to be part of the customer’s conversation you will have to ask questions and not “assume” that you know what the customer is  thinking and feeling.

Sales is about communication, good communication and understanding. Most salespeople need communication skills as well as sales training skills.  All the sales training in the world won’t help a person who doesn’t understand how people communicate and can’t “read the clues” in front of them.

So women have more money and more buying power. My mom didn’t work for years and still had the buying power in our house. Dad liked to please my mom and make her smile. When it came to what she wanted he stayed out of the way or asked what she thought. My dad was a good salesperson. He knew how my mom shopped, he knew what made her happy and knew how she made decisions. By the way, my mom knew my dad’s little shopping “quirks” also. When she shopped, she stayed out of his way while he ran through the store as if he were on his way to a fire.

Approach the customer as if she/he is a friend in need of something. Make good eye contact; if the customer turns away, you turn away and wait for the next clue. It doesn’t mean she doesn’t like you, unless you’ve already done something offensive, it may mean she’s thinking or hasn’t really noticed you.

We’re really no different; we want to be understood, cared about and made to feel important. Is that different for a male  shopper? It’s been said women like to shop more than men; I know plenty of men who love shopping but that doesn’t make them feminine. I have done enough focus groups to know there are plenty of women who don’t like to shop. They go to the store, get what they want and go home. Is this just “backlash” behavior?”

Who would know better what the customer wants then the salesperson? I have found that good salespeople try to understand what the customer wants, help the customer refine it so they can make a decision. This is good salesmanship and good customer service.

 Again, it takes good communication skills and a thoughtful approach.

Just like men we’re all different.

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