Recently, I have been watching clips of the movie while preparing a workshop for a client and it motivated me to write this post ... “How to Lose a Customer in 10 Seconds" for all of you sales professionals who have way too many customers to handle!
- When a customer calls in, act like you don’t know a thing about your company, product and/or service. Example “Hi, I’m calling about the apartment I saw on your ad on Craigslist...” You: “Ad?”
- Say “You need directions? You can Google Maps it.” OR--"If it's not on the rack, then we don't have it." Do not, I repeat, do not take the time to offer anything more.
- When you sit down with a client DO NOT put down your cup of coffee and DO NOT offer her any coffee at all. Don’t. Even. Do. It.
- When a prospect walks in, SIGH audibly (I mean really loud), keep looking down at your computer screen (or smartphone, or watch, or the clothing rack, or the floor...get the picture?), sigh again, before saying, “Can I help you?” as insincerely as you can.
- Do not ask detailed questions! If he can't drive a stick shift car for the test drive, that's his problem right? I mean who doesn't know how to drive a car with a manual transmission??
- If someone is in an obvious rush, has told you she only has 30 minutes before she has to be back at work, be sure to give her the long and detailed tour of everything! After all, what does she know? If she doesn’t see the laundry room in Building H, she may not rent with you, right?
- Present options that are based on what you’re trying to get rid of, not what matches what your client is looking for.
- Approach every prospect like Ned Ryerson approaches Phil Connors from “Groundhog Day.”https://www.youtube.com/watch?v=XqSYC_vwhDg
- Don’t follow up with your customers at all. Once they're gone-they're done!
- When you’re alone in the office go to lunch at the busiest time of the day...after all, you need to eat too, right?
- In all that you do, be "that guy!" Correct your customer, even when you don't have to. "You were interested in the Aspen floorplan? It's actually called the Aspen Tree floorplan...and it's 1,025 square feet and not 975..." (Read more on being "That Guy" on a previous post.)
The sad part is we have all either been guilty of some (or all) of the things on the list, or we have interacted with people who have done these things! Remember, you are trying to win the heart of your customer ... not lose it!
What would you add to this list?