Everyone has had that customer - the one who isn't happy
about the price, the lead-time, the installation or the quality of the
product. How can you avoid these issues in the future?
Give realistic lead times - generally, lead times do not
include transit times so build those into your lead time estimates. If
there is going to be a delay, advise the customer as soon as possible so
they can adjust their construction time line.
Explain the differences between product quality and function.
A solid brass faucet may look the same as a zinc or plastic one, but
the durability and function are quite different. Also be sure to mention
any warranties that cover the product and what they do and do not cover.
Be aware of the customer's budget, but don't undersell. If a
customer wants a specific brand or style, ask a few extra questions to
determine what is actually driving that desire. As the experienced
professional, you should be able to guide them to a product that best
meets their needs, even if it is not exactly what they asked for.
If there is an issue with a product, be proactive with a
solution. Most of the time, the customer is not really upset with you or
the product but with the whole process. It has been my experience over
the years that when a customer has a meltdown it is because there have
been a number of issues on the job. If you let them know about the issue
and already have a couple of solutions to suggest, it will make the
customer appreciate that you really do care about their project and you
have a professional approach to their situation.
Managing expectations is a part of every sales person's job.
If you are successful at expectation management, your customers will
almost certainly talk about your professionalism. If you don't do a
great job managing expectations though, they may still rave about their
products, but not about the person who sold them those products.
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