When you are entering a new account as a sales person, “Trust” is by far the most difficult thing for you to get. If the customer has already been using your company’s product or service, then there’s some amount of trust that gets bestowed on you.
Especially if your company has done a good job or the sales person before you has done a good job, then the customer is more favourable to talk with you. However the customer still has to trust “YOU”
On the other hand if the account is new to your company and you as the sales person are also involved in creating the account then it becomes all the more important that you gain trust with the prospect fast. One of the biggest things which hampers a sale is TRUST. Price, quality of the product / service etc. are all issues which come into [play after the person trusts you.
Some of the simplest things I have observed for building trust are simple old fashioned things
- Keep your word – if you say you will do something by a given day or time – DO IT
- Arrive before the scheduled time always – No one likes to be kept waiting and that too for a sales person – there will be times where things can go wrong inspite of all your planning – in that case inform the customer well in advance
- Communicate every step of the way – even if you don’t have a solution ready for the problem – which will happen many times in your career – keep the customer informed that you have a problem and you are working to solve – the customer is also answerable to someone else and if he doesn’t have information he will get more frustrated. The customer may get angry with you for a little while but after he/she vents their anger, they will still be friends. Most of the time the people get scared of the customer and try to hide. This kind of Fear will only create problems in your long term relationships.
- Don’t consider your customer as an adversary – Till you get the order, everyone is very nice to the customer. The challenge starts when they become a Customer. The customer has certain expectations and your delivery folks have their own challenges and any objection by the customer becomes a “me versus you” situation. You have to make your team understand , that in B2B situations especially, the customer has more at stake than you because of her reputation at the organisation is at stake. If you can look at it as a joint effort then it solves the problem.
None of these steps have any technology related issues, they don’t need any hi-tech software or equipment etc. These are just human habits and behaviours which you need to cultivate and slowly you will observe people will automatically gravitate towards you and start trusting you.
Till next time then.