Comments on: Right-Selling Customers

By: Becky Carroll

Becky Carroll — Tue, 29 Apr 2008 15:07:03 +0000

Lewis, great point you bring up! Especially for a B2B sale of a complex product or service, the sales rep can’t just show up with their “matrix of solutions” and try to plug in the customer’s needs. The best sales reps have built a relationship over time, hopefully powered by data from marketing and other functions that interact with the customer, so the sale can be made based on the understanding they already have of the customer. Too many customers are treated as if each encounter were the first, and that is frustrating! Rock on, Lewis.

John, thanks for coming over and commenting! Yes, honesty and respect are the baseline for dealing with customers. Asking customers is always a great way to know what they want – and not everyone does this! Thanks for the reminder.

By: John Gillett

John Gillett — Mon, 28 Apr 2008 20:20:43 +0000

Equally relevant in 1922 as today…seems we’re still trying to get a handle on the value of customer retention, which was probably apparent 22 BC, as well.

Finding what a customer really wants is easy at first: they want honesty and respect. After that, many of have to rely on the old fashioned routine of simply asking them. My experience has been that many clients want to tell you waht they really need — the challenge for some salespeople is careful listenting and a touch of reading between the lines.

By: Lewis Green

Lewis Green — Mon, 28 Apr 2008 14:52:22 +0000

Becky,

Check this out: Can’t remember where I read this but a recent article suggested that while we must know customer’s wants, needs and desires, we should understand what they are before the meeting. At the meeting, potential clients want solutions, not a sales pitch. All too often, we enter a meeting prepared to ask what the client’s wants, needs and desires are. Big mistake.

By: Friday Favorites: April 21-25 « The Transfer

Friday Favorites: April 21-25 « The Transfer — Fri, 25 Apr 2008 20:53:04 +0000

[...] Right-Selling Customers- Becky Carroll at Customers Rock! articulates a wise balance between under- and over-selling: right-selling. [...]

By: Becky Carroll

Becky Carroll — Fri, 25 Apr 2008 15:27:25 +0000

Nancy, it would be great to find and report on something like that, but if not, let’s go!

By: Nancy Arter

Nancy Arter — Thu, 24 Apr 2008 02:44:15 +0000

Well, I’m in! You’d think that it would have to be out there and once I find it I’ll report back. If I don’t find it, let’s get started on our own! Thanks for the shout out, by the way. : )

By: Becky Carroll

Becky Carroll — Wed, 23 Apr 2008 20:56:21 +0000

Businesses that are only in it for the money will suffer from that short-term thinking. It would be interesting to find research that specifically hooks together right-selling and loyalty – or we can do some ourselves! Are you in?

By: Suzanne Obermire

Suzanne Obermire — Wed, 23 Apr 2008 16:02:40 +0000

Becky, I couldn’t agree with you more Some of the wireless carriers have figured this out, but on the whole, I simply see businesses trying to get more of our money, as opposed to valuing the relationship and giving us the exact right service plan or product. I wonder if there’s any research that measures how right-sizing impacts loyalty and overall life-time value?

By: Becky Carroll

Becky Carroll — Wed, 23 Apr 2008 14:21:55 +0000

Yes, in some ways it is pretty amazing. In other ways, however, it isn’t. Business is all about relationships between people, and at the end of the day, the way we interact with people doesn’t change.

Thank you for your comment!

By: Sridhar Oruganti

Sridhar Oruganti — Wed, 23 Apr 2008 07:17:30 +0000

Amazed that the article was printed in 1922. Talk about evolved businesses.
Thanks Becky,an insightful post indeed.