As sales reps we have been trained and trained again to do certain things when a customer shows up. We all know the five steps in selling: Hi, what do you need, here it is (with some extras attached), buy it and thank you (tell others how awesome I am). What if the customer is rushing us through the selling process? What do you do? Say “Stop, I need to do another 3.5 things before you leave.”
Time is of the essence…so they say. Although I have never known who “they” are. Maybe they live in some building with darkened windows and contemplate pithy sayings. Why did I say dark windows? Anyway, time is critical in some customers mind. They have to get things quickly. They have places to go and the kids are screaming in the back. And you are in step one of the selling process and they move to step four. What is your best response?
Simple, listen first. Listen to what they want. Careful, they may not know what they do not know. They may want “x” cuz their cousin Michael said, “oh, yeah you should get that.” They trust Michael. They probably do not trust you (yet, that is your call). My immediate response would be, “OK, wow, you seem in a hurry, I want to get what you need, why ‘x’?” The fine line you run right now is that they trust Michael and do not underestimate the importance that plays in the equation. You are a new face. They have known Michael for 30 + years. Michael has complete bandwidth and he doesn’t even have to be there.
Sorry, clock is ticking. Did I mention they were on a time constraint?
Quick, authentic and easy.
First, quick. Let them know you know they are in a hurry and move at the same speed they are moving.
Be authentic. Use empathy and say point blank, you understand and can tell they are in a hurry. Tag the obvious in a real way.
Then make it easy, and say, you want to get them squared away (you don’t have to use that term) as soon as possible. Ask what will help them the most.
Your fine line in this instance is that they may want A LOT in a little amount of time. Sometimes you must pick your battles. If they want something that may take thirty minutes in five minutes. Tell them…umm, what? “I realize you are in a hurry and you want this widget. I cannot get it for you in five minutes. It will take thirty minutes. I am happy to get it done for you. How would you like me to move forward?” Quick (as possible), authentic (never apologize for what you cannot deliver – make it obvious) and easy…well, that is the very, very important question at the very end. At that point you will know exactly where you stand and what needs to happen next.
Other side of the coin. Let’s be real; when people are moving in a fast pace, they are pretty self-centered. No offense to customer John or Joan. I get it, you have some place else to go. Advice to you, everyone in a three foot radius gets your pacing and the constant looking at your watch. I GET IT, YOU ARE IN A HURRY. So empathy does work and only to a point. Sometimes people are just immoveable and they have to win. Are you OK having someone walk? This is a very hard question, especially if you are an owner and every customer matters. They may want to say “Suck it up, get the sale.” Yeah, I understand owner, they are asking for something I cannot provide…make what sale?
Everyone breathe. Sales reps…figure out the mission and need of the customer. Assess the situation, tell the truth and let the customer know what happens next. This should be enough for most reasonable customers. Customers…chill out. We do understand time is critical in this scenario. Owners…I know you want everyone to be a customer for life. Sometimes the customer has an unreasonable request. This will be the sales rep’s reality.
So managers, here is your call to action.
Brainstorm all the possible quick action scenarios. Think mayhem, bedlam and shenanigans. I love those three words. Anyway, play “what if” now and prepare your team for high speed problem solving. The more you plan and role-play now, the fewer customers you lose when it matters.
Think of a time you were in a hurry. What mattered? It, when, how, why or that the game starts in thirty minutes. By the way, if you keep looking at your watch, incessantly and over and over again, you will not magically move time quicker. I know. I have tried. It was only seven seconds since I looked last. Darn it!
Cheers