In a previous blog I addressed the Gold Standard of selling. Let’s take a contrarian view and look at what we must avoid or change if it exists in our organization.
This blog deals with the underbelly of selling. The side that none of us want to experience, let alone have said about our firm or about us. Unfortunately, some of my comments are based on experiences and examples I’ve seen first-hand. You may be able to relate too.
The TIN standard of selling means:
- Reacting to, and helping your customer because they won’t stop “bothering” you until you serve them. (Remember – the customer is profit and you are overhead)
- Being a disengaged sales person. I can’t count the number of times I’ve walked into a retail outlet, showroom and restaurant where no one looks up and acknowledges me.
- Putting the equivalent of a shiny surface or tin coating on what you’re selling. (It’s like those plastic forks and knives coated with silver to try and make them look real.) Examples are questionable claims about product quality, warranties, and satisfied customer testimonials provided by paid actors, or just lying.
- Customer engagement that amounts to the clerk or salesperson looking at you; smiling and saying hello and trying to pass that off as “customer service”.
- Responding with “no problems” or “no worries” instead of “you’re welcome” when the customer says thank you for the help received. (Some automated machines where you self-pay even say thank you.) Here is a blog I previously wrote about this topic: No Problem – Just Say “You’re Welcome”
- Lack of product knowledge. The salesperson responds to your question for information by saying “Let me Goggle that and find out for you.” Thanks, but I can do that myself and not pay a premium for your so-called service. I can also simply buy from Amazon or many other online providers.
Most people think “selling” is the same as “talking”. But the most effective salespeople know that listening is the most important part of their job. Roy Bartell