Over the years I asked countless customers what salespeople did that turned them off or caused a distraction to them. “What were the most annoying, unbelievable things salespeople did on a call that drove them crazy or that they didn't believe was happening?” Sometimes if you want to find out what to do, you should know what not to do. If you want to succeed find out why some people never succeed. If you want to sell don't try doing it like this. (Refer to June 26th Blog “What do Buyers Look For In Salespeople.)”
The Um, A, You Know Syndrome:
This salesperson uses the word um, a, or you know all too often. “So um, a, you take the facts that you compiled and you know, you um.” Granted this is an exaggeration, but words and phrases constantly repeated like this is more than annoying. Not only do you feel like banging a gong every time these words are repeated but you also feel uneasy for the salesperson uttering them. Pretty soon people don't hear what is being said they only wait for the next um, a, or you know. It's an interview killer.
Every so often record yourself and make sure you are not falling into this syndrome. When someone accompanies you on a call ask them to comment on how you did, if this comes up I'm sure they will make you aware of it.
Control Your Hand Gestures:
This person is always putting their hands to their face. Rubbing their chin, tugging at their ears, adjusting their glasses. It's distracting. Seeing someone do this for even the shortest period of time will send the prospect to daydreaming about something else other than your message.
The Fidgety salesperson:
This person rubs his fingers around his catalogs or literature, drums his fingers while he speaks. Tugs at his clothes. This is not the way a person in control acts. Your prospect may react in kind by doing some fidgeting of their own, like not paying attention to you.
The Spotless Desk:
I saved the best for last. An associate of mine relayed this one to me as it was relayed to him by a client of his. This lady purchasing agent was a very contained and proper person. Her desk like her was pristine. Beautifully polished, not a scratch or piece of dust could be found anywhere on it. It was a beautiful thing to behold, a never ending source of joy to her. In comes this salesman sits in a chair and promptly throws the lid to his coffee cup right on her desk. She said she couldn't believe it. He didn't stay long after that. Just picturing this in my mind was enough to make me laugh.
Don't go into a customers' office carrying a coffee cup, or placing anything on their desk. Don't sit down unless the customer invites you to. Do not put out your hand unless the customer first offers theirs. Simple stuff, common sense, you would never do any of these things but I'll bet you know some people who might have.
Thank you
Joe D'Ambra
www.basicsofsales.com
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