You confuse ‘em, you lose ‘em. That’s what a great direct marketer Paul Goldberg once said. It’s the same for sales. You certainly wouldn’t confuse your customers intentionally. But what about when you don’t know that you’re creating confusion?
I recently needed to purchase a certified letter for a business document I was mailing. I asked the clerk about proof of delivery. I was assured that I would get that. So I asked, “Does that mean I’ll be able to see who signed for the letter?” “Well, no,” was what the clerk responded. “You need to purchase something else in addition.” Fine. I did. That was at 10AM. I was instructed to go to the U.S. Postal Service website, usps.com, enter my tracking number and I would be able to see the letter’s delivery status. That sounds easy. It wasn’t.
I figured that it would take a few hours to get into the postal service’s computer system. I waited till 3pm to check transit status. When I entered my tracking number I saw Not Found in big red letters. Maybe I needed to wait a little longer. I tried at 4:30pm. Again, no information. That’s when I called the post office.
I found a toll free national customer service number for the U.S. postal service. After being on hold for an annoying 25 minutes, I was able to speak with someone. I asked why I was unable to see my letter’s transit status on line. His answer surprised me.
He explained how certified mail works. It’s gathered in a pouch and then at the end of the day, the pouch is sent to a transit center where the mail is entered into the post office’s computer system. He obviously knew that delivery status would not have been available during the day. Why didn’t the post office clerk who sold it to me know this too? Most importantly, why didn’t the clerk tell me this very important piece of information? I would have been less confused and worried had I known that it wouldn’t have been until midnight that my letter would enter the computer system.
When you work with customers, what is information that they need to know to make their buying experience a good one? What information, if you withheld it, would confuse them and detract from their buying experience? Customers need to know what “normal” is so they can prepare for it.
They can adjust their inventory if they know that it’s normal for a delivery to be made in 10 days. They can’t adjust if they think a delivery should be made in 5 days and you need 10. Outline all your requirements for your customers before you enter into a working relationship with them. That’s the only way you’re going to learn if you are going to be able to serve them well, or not.
Customer confusion is bad for sales. Be sure you’re not creating it when you sell. You will set yourself up to fail if you do.
Best wishes for your continued sales success and contact me at 972 380 0200 if you want to sell more or if you need at your next sales meeting an interactive sales program that produces results.
Sell More Now Programs:
Selling When You’re Not in Sales LIVE on Wed Aug 20 at 09:00 am EDT
What can business professionals do to make it easier to sell their ideas to others? First you need to understand that you’re in sales. It’s not what you think. When you follow these strategies, you will help your internal and external customers make the best “buying” decisions and shorten your “sales” cycle . In business today, it’s not enough to just have a great program or idea. You must know what actions will engage someone so they understand why they should agree with you. This interactive program will leave you filled with new ideas to get commitments from the people you work with so they “buy” what you are selling.
You will learn to make strategic decisions that help your customers make a buying decision and see you as the preferred supplier. Your strategy work continues as you demonstrate why they should continue to buy from you. This program will guide you to formulate your sales strategies so you get in front of the right customers, help them make buying decisions faster, and create long-term business relationships.
You will learn:
1. How to get customers to quickly understand that you are the preferred supplier.
2. How to identify the customers you can best serve.
3. How to get customers to come to you.
4. How to avoid wasting time on the wrong prospects.
5. How to be perceived as an expert so customers quickly trust you.
Sell More Now with Mentoray Marketplace
If you missed previous programs and want to learn:
|On-Line Webinar: Would Have Liked to Know That!: A Salesman’s Guide To Sales Success
If you’re new to sales or thinking about a career in sales, you will want to avoid the setbacks and obstacles that might be part of your career. Selling is a fulfilling yet challenging job. You can learn to maintain the selling attitude you need to thrive. You will learn to focus on the skill that’s most important to sales success (and it’s probably not the one you think.) You will identify the strategies to implement that will lead to your sales success.
On-Line Webinar: Secrets of Persuasion to Sell More Now
Sales professionals who use persuasion and influence get better results in business. This seminar will teach you to identify the behavioral clues you need to effectively
persuade others. You will learn what the clues mean and how to use them with customers to shorten your sales cycle. You will increase your sales when you have the tools to persuade.
So I never assume, here’s a brief list of services I offer.
- Plan sales call strategies
- Develop effective proposals that prevent “low price” shoppers from picking your competiton
- Reduce the stress of working for a difficult manager
- Shorten the time for a new hire to be productive
- Design customized selling tablet app
- New ideas to sell more
- Develop questioning strategy to shorten your sales cycle and increase sales
- 90 Day Performance Plan for new sales hires to be productive faster and increase retention
Are your sales stuck and you need to sell more?
Delegated to Done can help you sell more especially if you’re a sales professional, solopreneur, or are looking to get more customers on line. You wil learn how to build the right plan, systems and team to free your time and catapult your income to make more money.
Build a High Performance Team the Smart Way: Outsourcing
You can’t do all your work yourself if you want to be truly successful (and rested!)
Are you looking to build a team to do the work you need to do? You will learn how to with The Mechanics of Making More program. The answer is building and leveraging a team of capable support professionals that have talent and share your vision for building your business and changing the world. This is the program for you whether you want to start systemizing and outsourcing, but aren’t sure how to get started or if you’ve already got some help and systems, but you’re ready to grow your team and leverage their talents even more to grow your business.
Are you looking for ideas to help you sell more? Answers to overcome sales challenges?
Here’s where you can get customized sales strategy coaching to get the results you want.
“You have also taught me a great questioning strategy for every account. I can now get past price and get deeper into a business than before. This has not only given me more confidence when I walk into a prospect, but it has shortened my sales cycle. This has been my biggest goal throughout our working together.”
Western Marketing, Inc.
Get more ideas from my selling and women in business column on Allbusiness.com