Have you ever been offered something through a phone conversation or online, went all the way to purchase the item, and found out that it is totally different?
If you can relate to me, you have probably been in the same situation. This is my story.
It was one happy evening, I have a high school friend whom I have not chatted with for about 5 years and was eager to catch up. He had earlier mentioned to me if I’m interested in a venture in life. The phrase “venture” sounded interested, so I thought to myself why not just hear him out. So we met, did the normal “how are you” and “what are you doing now” for a short moment, and he kick-started into him what he meant to be a venture. The catch-up session which I was looking forward to was turned into a sales pitch.
I found out “the venture” was an “MLM” (Multi-Level Marketing) business opportunity. It was something I was familiar with – as I was previously presented with the same opportunity. I mentioned to my friend that I have done it before, however, he did not really pick up but was engrossed with the presentation flow.
He continued on the 30 minutes presentation-the same one I have processed and made a decision before. I hinted again, but it was still not heard. In summary, the 30 minutes felt like the longest I have been through. Why? Because what was presented was not relevant. I wanted to go straight into asking some questions but was not allowed to till the whole presentation is concluded. I was frustrated because I was not heard.
This was probably a scenario that customers face where salespeople could either make a decision to present their products or hear out their customers – it is about meeting your customer’s needs after all. It is always easier to have a script that you are well versed with or you have seen your senior sales partner present. It has worked that time, but it will not work all the time because customers have different needs – the importance of profiling, knowing your customer.
The act of profiling your customer doesn’t just offer valuable information about them. but it also gives you an angle to target your products and add genuine value to your clients. Customers are ultimately looking for a solution – and imagine you offering them the solution, rather than a sales gimme.
A huge “no” in your list – Letting your customers down by sugar coating the product.
Ensure that your product/offering meet your customer’s expectation and have the value that your customers are looking for. A scenario where they have expected an apple but was offered an orange (even a better quality one), will not help meet their needs, and you would often find yourself in a place of rejection.
In a nice situation like what I have encountered, I have gently turned my friend time but was frank to tell him the error of his ways. Imagine being let down in another scenario by a stranger or someone I rarely know, wasting valuable time, it would be the last time I will probably see him.
“People do not want to know what you have until they know that you care”
A genuine getting to know your customers and hearing them out makes a huge difference.
