Here’s another one from the request line:
“So there’s a customer who wants to do business with me, but they insist I drop an existing client who is their competition. What do you suggest?” - F.O.
There could be any number of reasons why a prospect would ask for, what seems like, an unreasonable concession like the one you describe. Problem is, you have no idea what their reason is.
So my suggestion is to ask them.
Any time a customer asks you about conditions, options, or alternatives, answer the question truthfully (yes, no, or I don’t know) and inquire why this point is important to them. Then be quiet and let them explain.
An example would be when the customer asks, “can you guarantee that we will have the exclusive use of your service in this market?” Your response should be, “we could (or cannot) do that; why is that important to you?”
One of two things will probably happen: either the potential customer will talk through the issue and strengthen their resolve about the point, which means they are willing to pay more for it, or they will talk themselves out of it. At the very least, they will give you a great insight to their concerns about competition, and reveal what they value most about your product, service or treatment.
At the end of the day, you will have to make a decision about what you are willing to do to get that new customer.
Bottom line: if you give in under pressure to an unreasonable request now to get the business, what will you have to concede next time to keep it?
© 2009 YOU ROCK!™ Communications
THE REQUEST LINE IS OPEN! - IF YOU HAVE A QUESTION ABOUT A SALES OR MARKETING TOPIC, OR HAVE A SPECIFIC PROBLEM YOU WANT HELP WITH, SEND ME AN E-MAIL WITH FULL DETAILS AND I MAY GIVE YOU SOME ANSWERS IN AN UPCOMING SALES TIP.
“So there’s a customer who wants to do business with me, but they insist I drop an existing client who is their competition. What do you suggest?” - F.O.
There could be any number of reasons why a prospect would ask for, what seems like, an unreasonable concession like the one you describe. Problem is, you have no idea what their reason is.
So my suggestion is to ask them.
Any time a customer asks you about conditions, options, or alternatives, answer the question truthfully (yes, no, or I don’t know) and inquire why this point is important to them. Then be quiet and let them explain.
An example would be when the customer asks, “can you guarantee that we will have the exclusive use of your service in this market?” Your response should be, “we could (or cannot) do that; why is that important to you?”
One of two things will probably happen: either the potential customer will talk through the issue and strengthen their resolve about the point, which means they are willing to pay more for it, or they will talk themselves out of it. At the very least, they will give you a great insight to their concerns about competition, and reveal what they value most about your product, service or treatment.
At the end of the day, you will have to make a decision about what you are willing to do to get that new customer.
Bottom line: if you give in under pressure to an unreasonable request now to get the business, what will you have to concede next time to keep it?
© 2009 YOU ROCK!™ Communications
THE REQUEST LINE IS OPEN! - IF YOU HAVE A QUESTION ABOUT A SALES OR MARKETING TOPIC, OR HAVE A SPECIFIC PROBLEM YOU WANT HELP WITH, SEND ME AN E-MAIL WITH FULL DETAILS AND I MAY GIVE YOU SOME ANSWERS IN AN UPCOMING SALES TIP.
