“The Sales Moment; Issue #248”
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You may have heard the old saying; It’s not how you start that’s important, but how you finish. In sales, this is not necessarily true. You must start well AND finish well to have a long term success with your clients.
The first phase of a relationship sales process is building Trust and Rapport. Every phase is important but none more impactful than this one. If you fail to develop Phase 1, the other phases will become much more difficult and will likely end up as a lost opportunity.
If you do Phase 1 well, you will then have the opportunity to ask questions and develop viable solutions for your customer. This is Phase 2 & 3.
If you have completed the first three phases successfully, you will have then earned the right to ask for the business. I call Phase 4 Gaining Commitment. This is the moment we have been waiting for, right! Yes! But, now we have to deliver what we promised. It is how well we finish after we gain commitment that will determine our future with this customer.
I am currently coaching a business owner who builds spectacular high-end pools. He has been doing this for many years. He has a long list of happy clients and enjoys a steady stream of referrals. He spends a portion of each day doing what he refers to as, “Putting out fires”. He responds personally to these small, nagging but essential customer issues that arise at the end of a project. He is very attentive to these needs and it is the last thing his customer remembers.
Every sale is not going to go as planned. Many times it is how we deal with the potential issues while delivering our product or service that your customer will remember most.
I describe disappointment as unmet expectations. Merriam Webster defines disappoint; To make someone unhappy by not being as good as expected or by not doing something that was hoped for or expected. In other words, a person expects one thing and receives something else.
Take the time to clarify what your customer should expect from you. Set clear goals and expectations. When something goes wrong, don’t try to be deceitful or blame someone else. Own it; make it right and finish strong!
That is what your customer will remember.
Have a great week!