Is Your Sales
By Landy Chase,
Several weeks ago I received a telephone
call on my voice mail. It was from a person (we'll call him Fred)
whose name I didn't recognize. Fred's message to me sure sounded
important. In an urgent tone of voice, he said, "It is extremely
important that you call me back as soon as possible. My number is
--------. I will be expecting your call!"
Fred didn't include
any information on what the call was regarding. Concerned, I
immediately returned Fred's call. When Fred answered the phone, he
thanked me for returning the call and immediately began a sales
pitch on a product his company offered.
Now, some of you
managers reading this article may think that Fred's tactic is very
clever. You may have attended the same sales training seminar that
Fred did, and you may also think that tricking me into thinking that
the call was urgent was a perfectly acceptable way to get his call
returned, as it certainly did accomplish this objective.
So he got through.
Congratulations, Fred. Let me tell you what happened next to our
"Fred", I replied,
"there is no need for you to continue, as I could never consider
buying from you."
delivery suddenly hit major turbulence. "And why is that?" he asked.
"Because", I replied,
"You deliberately misled me. You misrepresented the nature of your
call to me, and essentially lied to me about why you were calling.
Therefore, you have shown me that I cannot trust you, and
consequently we will not be doing business together."
Poor Fred had
difficulty handling this objection. So much so that I seriously
doubt that Fred will continue this tactic in future telephone calls,
which I would call a step in the right direction.
What about your sales
team? Do your people sell in an ethical manner? Here are seven
ethically challenging situations that most sales people find
themselves in. What would you do? And, by the example you set as a
manager, what would your people do?
customer asks you why your product or service is better than your
competitor's. Do you resist the temptation to say negative things
about your competition?
can sell an expensive option that is more than is needed, or
recommend a better fit that costs the customer less money. Do you go
with the lower-cost recommendation?
delivery of a customer's order is going to be late. Do you call them
to let them know, or do you hold your breath and see if they
mistakenly get a lead in another sales person's territory. Do you
turn it over, or do you write up the order yourself?
customer wants to know if you can get an order filled by a certain
date. You have reason to think that it will not be possible to meet
their needs, yet you want the sale. Do you tell them your concern,
or do you say "no problem"?
customer is due for a price increase, and you are hesitant to bring
up the issue. Do you discuss it with them, or just bill them at the
new rate and see if they complain?
are filling out a business expense report for meals, transportation,
etc. You have some blank receipts that you’ve collected from
non-related personal expenses. Do you turn in these “phony”
receipts for items that weren’t part of your business trip to get
All of us find
ourselves in situations where we can take financial advantage of our
customers, our employer, and our peers. My question to you is what
amount of money is your integrity worth?
People don't just buy
from people they know. They buy from people that they respect. As a
sales manager, if you behave in an ethical business manner at all
times, you will find that your sales people will follow your
example, and success will come from the reputation that your
organization builds in the marketplace.
If you don't,
you will always, sooner or later, pay the consequences.
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