Do’s and Don’ts of a Sales Meeting with a Prospective Customer
- Welcoming the Customer: Always welcome the customer with a gentle smile and warmth. Greet the customer by getting up from the chair and shaking hands with warmth, not too light and not too strong. A strong hand shake conveys dominance and a lose hand conveys meekness. Introduce yourself warmly and exchange visiting cards. Make the customer comfortable and offer him a glass of water.
- Understanding Customer’s Requirement: Don’t jump into offering the Product or Solution initially. First patiently listen to the customer, put questions and understand the customer’s exact requirement regards product and Services. Understand his production capability requirements also. Different Customers have varied requirements and it needs to be understood in depth first.
- Company Introduction and Offer: First introduce your company and its highlights in brief. Then based on his requirement, offer the best possible Product or solution. Remember, don’t jump into offering the price first, price should be mentioned in the last only. Initially explain the functions, features and advantages of your Product or Services. Offer the price in the last and only when the customer asks for it.
- Make Customer Friendly: Make customer comfortable and friendly by discussing off track things like details of his set up, his location, how many Clients you have in that area, How many years he has been in this Industry, and how many Clients you have in that particular industry.
- Price Offer: In the last offer the price and make sure to explain all Terms and Conditions like GST applicable, Freight charges, Installation Terms, Warranty period, Warranty Conditions, Minimum Delivery period and payment Terms. If you have a policy of 100% advance payment before delivery, gently make it very clear to the customer. If the customer demands otherwise, explain that this is a company policy and nothing can be done in this regards. Always put everything in Black and White, sign yourself and get the Customer’s acceptance with signature on it.
- Important Points in Discussion:
- Be a good listener. Never cut short a customer when he is telling something. Even if you don’t agree with him, let him finish first and then offer your point of view.
- Never indulge in any argument with the customer. Even if there is a disagreement, keep smiling, be friendly, give your opinion and leave it there. Never indulge in negative talks, specially related to your competitors.
- Don’t lose heart if the customer says that there are cheaper options available. Always remember that the customer may be willing to buy from you, but he is mentioning other supplier prices, in order to just negotiate. Instead explain the advantages of your Product, your company’s policy of Strong after Sales Service, good customer support and excellent training. Explain to the customer that by buying your product, he will be dealing with a reputed company which always honors its commitments.
- Avoid phone Calls and other disturbances, when you are in a Sales meeting. Your complete focus should be on the customer only. Do make him feel that his requirement is of prime importance for you. Also never be deceived by the Looks of a customer, they can be really misleading.
- Closing the Meeting: When the customer ends the discussion with a remark that he will revert in few days, ask him gently if there are any doubts left to be cleared and if he is convinced with the product or Services offered. Ask him if any further clarification is required. Also always get up from your seat, when the customer is leaving and wish him the best.
- Learn to say “No”: Learn to say “No” to things which cannot be done but gently and firmly. This should be done without any show of attitude Even if the customer persists, don’t commit if you can’t do it or is against company policy. Stop using the term “Sir, let me try” or “Let me discuss with my company”. If you can do it, give a firm commitment and honor it. If you can’t do it refuse gently with proper explanation.
- Follow up: Strong follow up is a must for any Sales deal to mature. When the customer is leaving, ask him when you can contact him again. Do make sure that you don’t call him before that period. Do a regular follow up and ask, if any further clarifications are required. Remember that there is never a forceful selling. You need to win the confidence of the customer to crack a deal. So focus on that only and Sales will follow automatically.
- Don’t Give up :
Never lose heart and give up at any stage. Don’t accept that you have lost the customer, until he himself says that he has placed order to some other company. If this is the case, never ever criticize his decision or the product that he has opted for. Instead wish him good luck and mention that if there is any requirement in future, he can always contact you.
All the above have been based on the situation when the customer is coming for a Sales Meeting to your office. In case you are going to the customer’s premises for it, make sure that you reach at least 15 minutes prior to the meeting. All other points more or less remain the same.
Wishing you all the best in Sales and Marketing.
Devesh K S Rathore
( Managing Director )
DR Optical Disc India Pvt. Ltd.
“An ISO 9001:2008 Certified Company”
WH-1, First Floor, Phase -1,
Mayapuri Industrial Area, New Delhi – 110064
Tel :- +91-11-41833602 / 03, Cell :- +91 9818150020, 9717050020
drathore@dr-odi.com;
Skype : drathore_hanky
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