I received a business-related sales call today that really did interest me.
I do not make instant decisions, unless I have already been looking for the product that is being offered over the phone. Seldom does that happen.
Towards the end of the conversation with the sales-person today I said, “I like what you are offering. The price is right, the outcome is right, but I still want to think about it.”
What he said to me next threw me off the positive track. He asked, “So what is the problem?”
If I were in his shoes (and I do realize the conversation was probably scripted), the question would have been more productive if he had asked, “What can I explain, or offer to you, that would prompt you to purchase this (right now)?”
And then, I wouldn’t have minded him asking if he could make a follow-up call. I was interested, why not give me a few days?
For his call to interrupt my day and then ask, “So what is the problem?,” did not leave me wanting to say yes, I’ll buy it!
Okay, those of you with sales experience, I really want to hear your take on this. And even those of you that do not know cold sales calls inside-out, how do you feel about his sales approach?
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Hmmm….well in my opinion, that was pretty rude.
I think it was very intelligent of you to not rush into a decision. Maybe the time is not right, maybe you need to decide if you really need that particular thing right not. Or maybe you need to check your finances to be sure it’s in the budget right now.
One of the things they teach in sales is high pressure. Try to get the customer to buy before they changes their mind.
Maybe this was his version of high pressure. If so, he went about it all wrong.
I have worked in automotive dealership for years, although not in sales, and I have watched this high pressure sales tactic in action.
I know sales people are just trying to make a living, but I can’t stand high pressure sales.
It makes me want to get up and leave when I experience it. And to add rudeness will have me walking out the door immediately.
Sales is a job by itself. Cars, applications, houses, you name it, do not always sell by themselves. A little oomph from the sales-person might just do the trick to convince a buyer to make the decision. But, in my opinion, the buyer must be treated with respect. Too much push from the sales-person and what does the buyer see? He/she no longer sees the product, instead, he/she sees the salesman trying to meet a quota.
Thanks for your insight, Becky. I was hoping to hear from someone like you with experience.
in my opinion, he lacks people skills, professionalism, and now… possibly a sale. lol one of the first rules in sales is trust… you must get that individual to trust you, thus what you’re selling. maybe he would do better in person, where you have the facial expressions, body language, etc. but words and tone of voice go a long way, especially when they’re trying to shove them down your throat.
Lynnanne, he was doing so well, easy to talk to, sounded like he knew what he was talking about, professional, you name it, until that final line.
I went to a car lot today. The moment the salesman showed up I said, “We are just looking, seriously, we are not buying.” Because he did not apply pressure, I would definitely look him up again.
Your point is excellent, “words and tone of voice go a long way, especially when they’re trying to shove them down your throat.”
And here we are in a bad economy, still rocky and unknown (in my opinion), wouldn’t you think a bit of finesse would go even further?
I agree with you. Did he give a little attitude with the question? He definitely wasn’t giving you respect for your decision-making. I guess I’m bolder now that I’m older and would have told him how he should have replied. “Now at this point, you should have said ‘What can I say to further interest you in buying this product.’ Not ‘What’s the problem?’ because that makes me not want to buy the product from you. Do you understand what I’m saying?” It’s a good thing to coach these salesmen and help them along. They need to earn a living, too.
Oh yes, I go the coaching route too, until my words are not as quick as my thinking. This was one of those moments where I wasn’t able to put the words together as swiftly as I wanted to before I ended the call.
If I look at this in real perspective, I can think about the cold calls that I made in speciality shops this year across Ohio. I cannot imagine the reaction that I would have gotten had I asked the managers and owners that said no, after they told me I had a good product, “So, what is the problem?”
Bottom line is, the salesperson had the problem. He didn’t make the sale right then and there, and likely won’t make the sale. Prying into a person’s personal reasons, except to understand for themselves what might have gone wrong during the sales-pitch, is too much.
This has been an interesting topic for me.