1/09/09 – I figure this blog post might irritate some salespeople because for them, selling is a competitive game, a win-lose game. In their business world, the Golden Rule is “He who has the gold rules.” They love the challenge of controlling the prospect and winning regardless of the actions it takes to get the order. While I have had small business clients who were every bit as controlling and manipulating as the best old school trained salesperson, most small business owners I’ve dealt with aren’t like that.
In the majority of these companies, the founders built their companies on the main Golden Rule: “Do unto others as you would have them do unto you.” They give their word that they will do something, and they deliver. They love what they do. They genuinely want to help their customers.
This soft sell approach is the reason these companies are as successful as they are. Their attitude of service and providing what the customer wants wins them [...]
Skip Manipulating by Customer Service Report Card
Charles Green got me thinking the other day about the right way and the wrong way to ask for testimonials. He was actually talking about how to do customer service surveys but his point applies to asking for testimonials as well. In Trust-Based Selling, Green wrote, “It’s manipulative to ask customers point blank if you have given them excellent service; it is embarrassing, self-serving, and highly self-oriented.” (p. 201)
The reason I’m writing about this is because it relates also to requesting referrals and testimonials. So how does a heart-based, soft sell salesperson get testimonials? I think it’s a bit of a tightrope walk to do it right without losing the trust you worked so hard to develop. The key to heart-based, soft sell sales lies in which has priority, my prospects’ challenges and desires or my profit. Assuming I have earned their trust and delivered what they need, I have found customers very willing to give me a [...]