#422
Fail to make the sale? No, failed to establish confidence!
The prospect said NO! Rats.
Did you lose the sale or just fail to make it? You're sure that prospect should have bought. As you head back to the car, licking your wounds, you try to justify or figure out why the prospect turned you down.
Once you've answered the fundamental questions of self-doubt: Was I enthusiastic, friendly, and professional looking? You may have to probe a bit deeper for the true answers. Even though the truth hurts, the realization of what you failed to do is a big step in making the sale next time.
Let me give you AND save you some anguish. YOU FAILED TO ESTABLISH BUYER CONFIDENCE, Sparky.
Hey, Jeffrey, youre dead wrong, that guy really liked me. You say. Maybe. But likability is only a part of the sales equation.
Take the Jeffrey Gitomer establish confidence test, and rate your ability. If you're willing to be objective about yourself and your abilities, ask yourself the following 14.5 revealing questions and rate yourself on each question 1-10. (one lowest ten highest)
1. Was I on time? Did I show up 5 minutes (good) early or 5 minutes late (real bad)?
2. Was I prepared? Did I walk into my appointment with everything I needed to make the sale?
3. Was I organized? Did I have everything at my fingertips or was I fumbling?
4. Could I answer all product questions? Do I really have command of my product, or am I constantly having to get back to you on that one?
5. Did I make excuses or blame others about anything? The sample wasn't shipped on time, the company didn't send the right information, etc.
6. Was I apologizing? Sorry I'm late, unprepared, don't know the answer, didn't bring the correct information, quoted the wrong price, (ad nauseum).
7. Did the prospect probe personal issues about my company? If I buy, says Mr. Johnson, How do I know you'll be here to service me in six months?
8. Did the prospect ask doubting questions about my product? What happens if it breaks down after the warranty, or, who else buys this product?
9. Did the prospect ask doubting questions about me? How long had I been with the company, or, how much experience I had?
10. Did I name drop other happy, loyal customers effectively? Did I fail to use the name of a happy customer to answer a pointed question?
11. Did I feel as though I was on the defensive? Was I constantly answering questions dealing in subject matter other than my product/service? Could I prove my points?
12. Could I overcome all objections in a confident manner? Did I find myself unable to respond confidently about price, quality, and other issues blocking the sale when asked by the prospect? Did I try to fake it?
13. Did I down the competition? Did I berate my competitor (possibly the prospect's supplier), did I make disparaging remarks about the competition to try to make me/my product look better?
14. Was my prospect uninvolved in the sales presentation? Did the prospect just sit there or worse, do other things while I was talking?
14.5 Was I too anxious to make the sale? Was I too pushy? Was it obvious to the prospect there was a commission involved?
Tough questions but I ask them because confidence is elusive, and tough to establish and easily lost at the beginning of any relationship. These questions are designed for you to evaluate your sales performance, and reveal your ability (or inability) to create prospect confidence from someone who just said no. Those answers will lead you to the next sale better prepared to make it through confidence rather than through manipulation.
One of the primary lessons of sales is: If they like you, believe you, trust you, and have confidence in you then they MAY buy from you. If any of those four elements are missing, the answer changes from sale to no sale.
When the prospect says NO, it's most likely a vote of no confidence.
Free GitBit! You can get the GITOMER list of 10.5 rules that are at the core of your ability to understand and deal with the prospect. They are short, sweet and powerful. Go to www.gitomer.com (register if youre a first time user) and enter the words POINT OF VIEW in the GitBit box.
Jeffrey Gitomer, author of The Sales Bible, and Customer Satisfaction is Worthless, Customer Loyalty is Priceless. President of Charlotte-based Buy Gitomer, he gives seminars, runs annual sales meetings, and conducts training programs on selling and customer service. He can be reached at 704/333-1112 or e-mail to salesman@gitomer.com
Jeffrey H. Gitomer
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Good Stuff!
hdaustonmoving 8 months ago
He's not saying you should put down the customer. He's saying if you do ( or did), that might be a reason you lost the sale or customer.
jburris22 1 year ago
@taitungknight
Point 13 is bad. When you put down the competition it looks like you're afraid of them.
mtntuber 1 year ago
Is point 13 good or bad?
taitungknight 1 year ago
You really do kick ass! Love your material and attitude.
AlexandriaCarpetOne 2 years ago
truth is, some customers only look at price. Usually those are not the most desireable ones to have. So if, after you 'disect' your customer and find out that price was indeed the problem, pass the info on to your marketing crew and move on. Customers crave value. But in the right market, even the most loyal customers can flip. Thx for the encouragement!
JPRubber2 2 years ago
ok, I actually agree 100% ;-)
guruofsales 2 years ago