One thing that continues to amaze me to this day as long as I've been in sales:
It's amazing when a customer buys something and all is well, the customer wil say, "I bought ________." On the flip side, when something goes awry, the customer will say, "You sold me _______."
Excuse me, but didn't you make the conscious decision to make that purchase? Now I'm not talking about cases in which a salesperson lied or gave misleading information; in those cases (with few exceptions) a customer has every right to be upset.
It may not seem this way for some reason, but as a salesperson who is also a customer I totally understand that a TRUE salesperson, without lying or misleading, will do the following things:
*Ask questions to gather information about the customer
*Present a solution based on the info gathered and the salesperson's experience/knowledge
*Answer any questions the customer has
*Reassure the customer if necessary and overcome any objections using the info gathered from the customer
*Process the sale after receiving permission from the customer
Notice that at no point did I mention "Put a gun to customer's head and make them buy." Contrary to popular belief and all the sales books I read, the customer has complete control over the sales process until they relinquish that control. Think about it: no matter what that salesperson says or does, good or bad, high pressure or super nice, the customer can always walk away. Just like a customer can make the decision NOT to buy, they can also decide not to and not have to blame the salesperson for their own conscious decision.
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