Comment

Comment by Ron Terry on January 28, 2011 at 1:03am

David,

 

It sad to think that some sales people cannot create enough value such that the sale is jeopardized by a few minutes of unchaperoned quiet time.

 

I don't understand your comment about not giving customers time to "regroup", If the buying process is so devoid of trust and value  that some momentary reflection will kill the deal, then we never had one.

 

You say customers arrive suspicious and wary. Isn't this our own fault?  What are the consequences when we capitalize on the emotion of the moment and close a sale that may not be in the best interest of the customer? Is that good business? Would you want your wife, mother, sister or grand parents to have this experience?

 

Sentient Decision Science produced a white paper on "Hot State Decision Making". It does a good job of describing highly charged emotional purchase decisions. With the "strike while the emotions are high" approach, we might make the sale, but as the authors of the Sentient article point out, a backlash is likely.

"this may not always be the best strategy for long-term growth since consumers will often regret their decision later" 

 

As professional sales consultants, we are problem solvers. We use our expertise to help others make satisfying choices. If we've done this, then allowing customers a few moments of quiet thought should not threaten the sale.

 

How do others see it?

Comment by Jim Radogna on January 26, 2011 at 9:14pm

My thoughts exactly Craig.

Comment by Craig Lockerd on January 26, 2011 at 8:58pm

I got to disagree....leave them a why buy here/why buy from me book........coffee and soda changes their endorphin levels and affects their attention in a positive way.I do however agree to make that stop prior to sitting down at some point during your service tour is better,they will not walk with a hot cup of coffee or cold soda in hand,they will look for a place to sit down....but kill a deal?...nah!

Comment by CJ Romig on January 26, 2011 at 4:05pm

Baldwin does say that coffee is for closers....

Comment by Jimmy Stretz on January 26, 2011 at 2:26pm

Have your co-worker go get the coffee or soft drink, while you stay with your customers.

Comment by Adam Bucci on January 26, 2011 at 2:24pm

Great Sales Tip!  I'm sure a lot of people will start to reevaluate their refreshment opportunity.

Comment by Chip King on January 26, 2011 at 1:43pm

Amazingly true....Never even considered this till now... powerful.

Comment by CJ Romig on January 26, 2011 at 1:34pm

Great presentation!

So it is on that premise that during our service walk we offer the refreshments before we get back to the desk...You hit it on the head on the fact we don't want to tear down what we worked so hard to build over the past hour or so of the road to the sale process...

Comment by Jim Radogna on January 26, 2011 at 1:31pm

Sales suicide? Umm, I'm speechless...