A little enthusiasm goes a long way in a sales conversation. A lot of enthusiasm can kill or stall your sale.
Recently, I called a current tech services supplier of mine with a very specific need and timeframe for a quick edit to a software program. I was ready to “buy” his time to make the update. When I told him what I wanted to do, he listened for a minute and then got very enthusiastic about a big, new software that I just had to have instead.
Within moments he was talking fast, enthusiastically and assertively telling me that this new software would change my life and he scheduled a demo with his partner during our conversation! He assured me this was the best thing I could do and told me he would follow-up.
As soon as the conversation ended I realized that he had missed it—my urgency and the simple problem I needed fixed now. While what he was proposing was good for the future; it was not going to address my immediate need. I called him to let him know we needed to flip the priorities and meet my five day deadline and then address the larger project later.
He did get it done—but it cost him. I didn’t feel good about the interaction and his real desire to help me. I’m not sure I will call him again…and the new software he suggested wasn’t a good fit for me.
How often does that happen to you or your team? You hear something from the buyer that gets you excited and you POUNCE? You jump in with enthusiasm and assertiveness and are thrilled when the buyer sees it your way. Yet, the purchase becomes stalled, they don’t answer your messages, or they miss your next appointment.
Too often we over complicate the sale. Instead, grab the small “win” first! Assure the buyer that you can address what they need NOW and set the stage for the larger item by scheduling a follow-up.
Don’t let your enthusiasm for the product or the possibility of a sale take over and lead you to miss the buyer’s timeline or real problem, opportunity, want, or need. Temper your enthusiasm enough to take care of them today and then use the goodwill and your good work as a springboard to larger sales next week.
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Your Turn! How do you show enthusiasm but not overwhelm your buyer? Or when should you have curbed your enthusiasm? Share your comments and you’ll be entered in a drawing for a signed copy of Conversations That Sell.
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Nancy,
Great article…..
I often find that I too can get caught up in all the excitement, but through trial and lots of error, I have learned to curb my zealousness.
As you know, you’ve called on me a couple of times when in need of assistance on a time-sensitive project. The objective is to address the task at hand. As a business owner and service provider myself, I’ve never believed in the “hard sell.” My actions speak louder than that and if a client walks away happy, they will come back…they always do!
You are so right Christine! I do come back over and over because you take good care of me!
“You gotta do this!” or “You must have this!” might get an action from the buyer, but if you can’t follow through with getting them what they need…you’re out!
Nancy,
First you need to be “listening” carefully to the customer, let them talk and you just listen and think (before you say a word) about the solutions and resources you can offer your customer for both the short term and long term fix to the issues they have expressed to you.
Addess their immediate concern first by repeating their concerns and making sure you understood cleary what their short term objective is, dont assume anything.
Only after you have addressed the immediate concern and you have a plan in place do you even mention that you will set up a time to meet with them on a long term soultion plan at a latter date.
You need to keep your customers concerns and needs at the center of your discussion, this is not about what you want and need, the customer absolutley can sense when you are only out for yourself.
Take care,
KCA