We need to get results. We need to have action. We need to get in front of people.
I call it the pride of the salesperson. It goes like this:
"I don't want to be a pest. When they're ready, they know where to find me. I'm here for them."
It sounds fine. Seems like it makes sense.
But it doesn't work.
The customers are the ones being courted. Even though they act like they don't want follow up calls, they actually do.
One time while training a new guy we were having this conversation about follow up, about being a pest. After talking for awhile, seeing that my words weren't being understood, and looking for a way to break through, I took a crisp $20 out of my wallet and said,
"This is for you. The first time a customer cusses you out or hangs up on you for following up, I'm buying you lunch."
I tucked it away in my desk, and bought lunch for myself tha day he quit, six months later.
Sales isn't for everyone, but the thing that makes it a grind is mostly in your head.
You think that every time a customer hangs up, they're telling you "no."
They're not.
What they're saying is -
"Not now."
"Not yet."
But they see the phone call, they see the voicemail, (even if they don't listen to it), and they know you care.
When talking about their car shopping experience they tell their friends, "dude just won't quit! Calls me every other day!"
They act exasperated, like it's annoying, but secretly they like the attention.
They like being pursued.
Have you ever heard a customer, while talking about another dealership, say something like,
"It just didn't seem like they wanted to sell me a car."
That same customer might be just as likely to say something like,
"There were three of them trying to jump on me as soon as I drove on the lot!"
Yes, there's a healthy medium. Not too much, but definitely not too little.
And most of us are on the side of, unfortunately, TOO LITTLE.
Customers have rights. For example:
- They have the right to the individual, personalized attention of a professional sales consultant to help guide their decision."
Along with that:
- They have the RIGHT TO BE PURSUED."
Don't let yourself believe for one second that they expect anything less. It is, after all, part of the service they're paying for.
So what, exactly, are you supposed to say?
ANYTHING THAT SOUNDS INTERESTING.
There are so many possibilities.
It's only ANNOYING if your customer thinks it's POINTLESS.
So rather than coming up with excuses for not reaching out, come up with creative reasons to GET IT DONE.
Don't JUSTIFY (why you shouldn't call), BELIEVE that you can sell everyone with the right combination of questions, information, and choices.
And you only have to actually say something interesting if they actually pick up the phone. Otherwise, all you're doing is letting them know you're thinking about them, and keeping your number at the top of their missed calls, easy to find, when they're ready to call you back.
So here's how you get it done: just START.
Just dial the phone.
No fear.
No excuses.
Pick it up,
And dial.
I call it the pride of the salesperson. It goes like this:
"I don't want to be a pest. When they're ready, they know where to find me. I'm here for them."
It sounds fine. Seems like it makes sense.
But it doesn't work.
The customers are the ones being courted. Even though they act like they don't want follow up calls, they actually do.
One time while training a new guy we were having this conversation about follow up, about being a pest. After talking for awhile, seeing that my words weren't being understood, and looking for a way to break through, I took a crisp $20 out of my wallet and said,
"This is for you. The first time a customer cusses you out or hangs up on you for following up, I'm buying you lunch."
I tucked it away in my desk, and bought lunch for myself tha day he quit, six months later.
Sales isn't for everyone, but the thing that makes it a grind is mostly in your head.
You think that every time a customer hangs up, they're telling you "no."
They're not.
What they're saying is -
"Not now."
"Not yet."
But they see the phone call, they see the voicemail, (even if they don't listen to it), and they know you care.
When talking about their car shopping experience they tell their friends, "dude just won't quit! Calls me every other day!"
They act exasperated, like it's annoying, but secretly they like the attention.
They like being pursued.
Have you ever heard a customer, while talking about another dealership, say something like,
"It just didn't seem like they wanted to sell me a car."
That same customer might be just as likely to say something like,
"There were three of them trying to jump on me as soon as I drove on the lot!"
Yes, there's a healthy medium. Not too much, but definitely not too little.
And most of us are on the side of, unfortunately, TOO LITTLE.
Customers have rights. For example:
- They have the right to the individual, personalized attention of a professional sales consultant to help guide their decision."
Along with that:
- They have the RIGHT TO BE PURSUED."
Don't let yourself believe for one second that they expect anything less. It is, after all, part of the service they're paying for.
So what, exactly, are you supposed to say?
ANYTHING THAT SOUNDS INTERESTING.
There are so many possibilities.
It's only ANNOYING if your customer thinks it's POINTLESS.
So rather than coming up with excuses for not reaching out, come up with creative reasons to GET IT DONE.
Don't JUSTIFY (why you shouldn't call), BELIEVE that you can sell everyone with the right combination of questions, information, and choices.
And you only have to actually say something interesting if they actually pick up the phone. Otherwise, all you're doing is letting them know you're thinking about them, and keeping your number at the top of their missed calls, easy to find, when they're ready to call you back.
So here's how you get it done: just START.
Just dial the phone.
No fear.
No excuses.
Pick it up,
And dial.