-Duraikannu Soundarapandian
Dealing with walk-ins and converting them into your customers are challenging these days. We are bound lag behind in technology and the end-customers will already be ahead of us. Hence, to win the race, we have to be alert and literally know the technology more, to finalise the deal from our side.
However, the biggest mistake we do is try to sell by hook or crook, without knowing the customer and end up pressurising the customer into buying something. Of course, speed is important in situations where the customer expects to look at a wide range of options before zeroing in one brand, however, it is always better to stay in sync with customer’s buying process.
Customer focus has nothing to do with our selling process, whether the customer is individual or large company buyers negotiating a complex transaction. The key is to put yourself in their shoes and lead them through the process. We should realise that customers want to buy from leaders, not the pushers.
It is also time that we realise that we become more focused on our customers and realise that a fast sales pitch doesn’t mean more sales. For instance, we all sit in front of a desktop/laptop, when we deal with the new customers. First study them by talking amicably and identify whether the potential buyer has the technical background, either himself or through his family member. Then, surf and find out the demanded item’s specification and price faster in a e-shop and give a suitable price for them to close the deal.
Watch-out! Online trader’s price may not always be higher than what we get from distributors. Go one step ahead for order closure.
Secondly, we can anticipate a telephone inquiry using the clue given by them like “What is the cost of this model?” Such clues tells us that the person has already done his buying survey. We have to be tactful and invite them to the shop. Win or lose, we will have an experience with an anonymous caller and apply the learnings and positive aspects in future.
Imagine, if Dad is alone with us to finalise a laptop for his son who hasn’t accompanied him make sure you try to keep his son informed. His son might be having an android phone. Cut, paste and send the competitive price tag with picture to get approval from him through WhatsApp. Learning to adapt ourselves based on the current trends is what’s going to work out.
(The author is the CEO of Immortal Computer System, Puducherry and can be reached at immortal_cs@sify.com. The views expressed in this article are those of the author and do not represent the views of Channel Times or any of the websites managed or operated by Trivone Digital Services)