Links

Saturday, April 28, 2018

"Take it or leave it" What should you do?

Here's an example of a real-life sales situation.

A sales rep called on one of his best customers and found out that a competitor had been there quoting some ridiculously low pricing. The sales rep couldn't possibly match the pricing and tried to explain to the customer that the prices quoted by the competitor seemed too low to make any sense.

The customer said the low prices would have to be matched. The customer also said you if you don't match the price they are going to the competitor. It was clearly a "take it or leave it."

Instead of matching the price, and instead of considering the account to be lost, here's what he said to the customer.

"I am going to pass on the low price, but here is what I would like to do. When the competitor's order arrives I will be here and together we can make sure the products meet your specifications."

When the driver for the competitor arrived, everything on the order was wrong. The quality was nowhere near what the customer had been using. The customer was upset and immediately called the competitor's sales rep and had the driver turn around and pick up the order.
He then placed the order with the original sales rep without any complaints about pricing.

The point is, don't be quick to accept the fact that you lost the account. Make arrangements to return and help the customer redeem his or her mistake.