Saying no: an essential business asset for the customer experience
Posted: Mon Dec 30, 2024 6:38 am
Saying no during a sales meeting may seem crazy, Phone number library but it is essential to satisfy your customers. Often your customers arrive with a very specific idea in mind but are not aware of its feasibility. Saying no is a difficult decision in the sales profession. There is a fear of losing the sale, of losing a customer who himself threatens to go to the competition. Saying no is also the fear of facing a legitimate authority which is the hierarchical superiors.
So there is a double fear around saying no: that of not satisfying the customer and that of not satisfying the employer. But then what should we do when a customer asks for the impossible? Is accepting and doing everything reasonable and good for your reputation and your future customer relationship?
From then on we will see why saying no is a commercial asset to really satisfy your customers?
Saying no to a customer or a lead seems paradoxical if we agree to say that the customer is king. But for the king to be satisfied, we must be realistic and offer him an adequate service. Offering a service must meet certain rules which are:
The final satisfaction of the customer, that is to say that the offer corresponds as closely as possible to their demand and their means.
Propose viable actions according to the means and specificities of the company
Have a measurable and quantifiable cost/profitability action.
Be consistent with your know-how and skills. Selling things you don't know how to do contributes to a bad reputation.
By following these four rules, you will be able to frame your speech and say no more easily. Saying no to a customer is learned and is structured around the four points mentioned above. So yes, saying yes is easier, because your customer will be satisfied immediately, but what about you in all this? You will not be able to respond favorably to their request or in some cases work at a loss if the financial part does not follow.
As a salesperson, you have a role to advise and propose, so saying no is a key asset. By saying no, you warn your lead or customer about the benefits or otherwise of an action. Afterwards, it will be up to them to determine whether or not they want to continue down this path. If you do not feel like satisfying your customer, the best thing to do is to simply refuse to deal with them.
So there is a double fear around saying no: that of not satisfying the customer and that of not satisfying the employer. But then what should we do when a customer asks for the impossible? Is accepting and doing everything reasonable and good for your reputation and your future customer relationship?
From then on we will see why saying no is a commercial asset to really satisfy your customers?
Saying no to a customer or a lead seems paradoxical if we agree to say that the customer is king. But for the king to be satisfied, we must be realistic and offer him an adequate service. Offering a service must meet certain rules which are:
The final satisfaction of the customer, that is to say that the offer corresponds as closely as possible to their demand and their means.
Propose viable actions according to the means and specificities of the company
Have a measurable and quantifiable cost/profitability action.
Be consistent with your know-how and skills. Selling things you don't know how to do contributes to a bad reputation.
By following these four rules, you will be able to frame your speech and say no more easily. Saying no to a customer is learned and is structured around the four points mentioned above. So yes, saying yes is easier, because your customer will be satisfied immediately, but what about you in all this? You will not be able to respond favorably to their request or in some cases work at a loss if the financial part does not follow.
As a salesperson, you have a role to advise and propose, so saying no is a key asset. By saying no, you warn your lead or customer about the benefits or otherwise of an action. Afterwards, it will be up to them to determine whether or not they want to continue down this path. If you do not feel like satisfying your customer, the best thing to do is to simply refuse to deal with them.