Tom Peters, the author of what many consider the greatest
business book of all time, In Search of Excellence, does not
mince words. His statement may be simple, but it is
awesome advice – and it applies to every avenue in
business.
Look at it in the context of sales. Customers want two things
‒ they want solutions to a specific problem, and they want to
feel good about the sale. In your creative role as a salesperson,
you are supposed to find those solutions. The trick is to
never promise anything you cannot deliver – yet, you still
need to exceed your customer’s expectations. That is the
way to “wow” in sales.
If customers have questions or complaints, get back to them
in 24 hours. Do not make them wait or sweat out your
response. If you set a price, maintain it. Even if the costs go
over, the small loss in profit will be significantly outweighed
by the high marks your reputation earns. These little extras
are what customers remember, and what keep them coming
back.
Just do not promise the moon before you deliver it, but do
sprinkle a few stars along the way to make the customer feel
great. Confidence in yourself and the quality of what you are
selling will move the product. Your enthusiasm and creativity
will deliver the extras.
-Biz Daily
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