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By Art Livermore - A great opportunity presents itself when a customer asks, "Why?" It should be reviewed as an open door for a sales person to present their case....obviously being prepared, having your ducks in a row, and so on and so on, is the key to winning the customer over. Consider some of the following points; I'll bullet them to keep it brief and they are but a few ideas of what you could present in such a case: 1) Prepare a presentation book. I have our sales folk carry this with them to each appointment. If nothing else, the customer can thumb through while you're busy performing survey. In the book as a minimum should be; your bio, your companies bio along with company awards received, written kudos' from customers, any email or other such supporting docs that point toward the kind of work your company performs. Brochures about the van line or independent. Helpful hints and tips. 2) Single point of contact (customer only calls one individual for all their moving concerns or questions. I believe every agency should be set up this way if they truly mean what they say. Customer service is all about staying in touch, not just booking the job and moving on. 3) Pack & Haul agency (same driver who packs, also delivers). If not a pack & haul agency, then more on how you perform packing services and the way you will attend to those special items. 4) Explain your claim process, not just the comment any damages will be taken care of through the van line. A truly quality agency is in touch with this one area more than any other. The booking agency should be the first on the scene (figuratively) when a claim occurs, not the van line. 5) Don't ever, put down the opposition. This business is tough enough, they are out there trying to make a living just like you. Simply delve on the presentation you are giving, not theirs, you weren't there so how do you know how well they presented. Some customer's will work you to see if you say negative things about other companies, not because they are interested in hearing about the other companies, but more interested in how you respond to such a question. If they detect that you are just putting down the other company without good explanation, you won't get the job. Saying things like I heard they....or Rumors are; are just spin and don't provide any detail and only show your true colors. This is by no means all that I have my sales folk present, but I ain't given away all my secrets. I don't believe you are going to win all of them, but I do believe the issue of extra dollars can be overcome with the right presentation. And I do believe sales numbers are representative of the sales persons effort. Otherwise, why are some sales people's booking numbers better than others. It isn't always just about the dollar difference. When it is just about $ you walk away, but I'll guarantee you left an impression. Before going on a sales call; have a plan, be prepared for the tough questions and the open door, Why?, and above all be professional. It's amazing how many times you will win the customers confidence in you and your company, despite the overwhelming odds against you.
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