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How I Don’t Know Can Increase Sales & Build Customer Loyalty
| Guest post by: Leanne Hoagland-Smith |
Article Overview: Are you afraid of the I do not know response to a customer’s question. Have you ever considered this an opportunity to build a loyal customer and not a threat to your sales ego?
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Free Download - How to Craft an Engaging Message That Highlights What You Do to Increase Sales By Leanne Hoagland-Smith |
How I Don’t Know Can Increase Sales & Build Customer Loyalty
Sales professionals are challenged on a daily basis by their customers specific to delivery of orders, product specification, competitor offerings, market trends, etc. In attempting to be perceived as the trusted advisor with the greatest sales skills, these individuals attempt to answer these questions with half-truths to total fabrications.
Many of us have met these types of selling folks. They are quick, almost glib, with the answers and yet when delivery time arrives, the order is still not to be found along with the fast talker who had all the wrong answers.
Why sales professionals ignore admitting that they cannot completely respond to the questions at hand and still attempt to "smooth talk" their way out of these challenges still alludes me. Would not the easier solution be say "I do not know, but I will get that answer to you within 24 hours." Of course admitting ignorance is perceived as a sign of weakness or is it?
What is better? Being forthcoming (honest) or less than forthcoming (dishonest)?
For me with my 25 plus years of sales experience both as a salesperson and sales manager, I have found saying "I don’t know" is always the better policy. This behavior is part of my core foundational ethics and beliefs. Sales Coaching Tip: You should have your own values statement as a sales professional.
When you analyze the "I don’t know" response, you will find that it integrates very well into relationship selling and building customer loyalty. Most people do not expect you to know everything. However, your customers do expect that your agreements (signed purchase orders or contract) are honored.
By fessing up, as some say, and stating "I don’t know" while promising to get your customer the answer to her or his question demonstrates that you really care about the relationship between you and your client. Then when you come through with the right knowledge even if may not be good news you are directly confronting a potential disastrous. Sales Coaching Tip: Proactive behavior is always preferable to reactive behavior.
The "I don’t know" response when applied judiciously coupled with a promise to find out the correct answer has always worked for me to build customer loyalty and increase sales. Many of the sales I received came from my willingness to be forthcoming with customers and deliver factual knowledge. Why not give it a try and see if it works for you?
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About the Author: Leanne Hoagland-Smith RSS for Leanne's articles - Visit Leanne's website Her book, Be the Red Jacket is a no-nonsense and quick read to help discover potential gaps that may be keeping you from your goal to increase sales. The forward is by Evan Carmichael of EvanCarmichael.com Remember if you think you cannot or you think you can either way you are right. (Henry Ford). Sales Coaching Tip: Change your thoughts; improve your results. Click here to visit Leanne's website   Leadership Audit For Business Business Building Check List Leadership Assessment |
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- Loyalty,
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Re: Online Sales and Marketing vs Traditional
- [quote="ltrahan":31w9r2iz]Hi Evan,
I am noticing that many of the posts in the Sales/Marketing section deal with online marketing, SEM and and SEO and Affiliates. I was wondering if it might be a good idea to separate that section into two; 1) Online Sales and Marketing; 2) Traditional Sales and Marketing[/quote:31w9r2iz]
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