Would you like to save 10% today?

on Feb 14 in Devotions by al about sales

 

Ever heard this line?

“Would you like to save 10% today by signing up for our reward card?”  or “ Are you a member of our rewards program?” If they answer “nope” “ Then it’s, “you can save 10% on this purchase if you sign up today…etc”   

Odds are you have, because retailers from TjMaxx  to Borders all offer it.

  I often wonder who coaches them on how to ask if you were interested. I wonder because it’s bad, real bad.  There is no sales technique involved in most cases, they are just hoping the 10% is enough to get you to bite so they can flood you with emails.

Sometimes for fun, I’ll ask “buying” questions about the program, just to see if they can sell me.

 Surprisingly many stores offer an incentive or reward for joining up new members, but it doesn’t seem to make a difference.

Then there is Matt.  The other day I stopped by Office Depot and  while waiting in line, I dipped on the conversation at the register.  A laptop was being purchased and here’s what went down.  Matt asked this question “ What is your phone number for our rewards program?”

 They gave him the number , he typed it in, saw they were not a member , so he reached over laid down a registration card and pen, and said “ I didn’t have you in here, but fill this out while I process your laptop order, it’s going to save you money down the road with a lot of specials” 

Just like that Matt added another member to the ranks. I’m quite sure if the standard question would have been asked, the answer would have been “no thanks”.

You’re asking what that has to do with you?  

Listen to the rep side of a conversation in your world. Often you’ll hear things like “ yes I have it, 50 dollars, do you want it? Ok, call me back if you decide you want it, and oh, here’s a quote number” 

  Here’s what you should hear. “ hit in the rear, ok tail lamp no problem, bumper I have as well” “ Oh, your bumper is ok, cool, I have the rear suspension, I have the wheel,  “ that’s cool, just pop in a lamp and do a little quarter repair, and that job is in and out for you,nice.”   “Lamp”s on it’s way, do you want me to put a customer name or a po number on the ticket for you?”

Do you get the difference?.. One case is asking for the sale, another is assuming the sale.   Matt assumed of course they want to save money and drove the conversation that way. You should logically believe the car is getting repaired. In the above example which is a very common request, we logically know the car is being fixed, so of course the lamp is on it’s way..  

At this point, the caller could say no, don’t send it,.  We haven’t discussed price , so if he does then it’s not about cost. In many cases you’ll get the order.  If not then you are armed with the fact he has the job, you have the part and you can get it to him.  Could price become an issue? Depending on the customer yes, but you’re in a far better place than with just “ I got it, 50 dollars”.

It’s a mental state of mind. When your phone rings, it’s a person with a need, and can you fill that need?  Think like this, they called you therefore they need it, If you have it, (or can source it) then it’s problem solved. The part is sold at that point as far as you are concerned.  You may have some negotiation to do, and you may retract the sales offer because you refuse to drop the price down, etc.   That’s ok because you were the one in control and made those decisions.

Start thinking and speaking that way, and you’ll see results……. Set goals…. Bust goals…

Oh, If you are wondering when Matt starts selling for us, he happens to be in their management training program as an assistant manager and wants to move up their ranks.  I’m in there pretty often so that’s subject to change…