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November 2006 Issue No. 73

Index

• Do you make these Follow Up Mistakes?

• Sales Champions' news

• Master's Wisdom (Meet the Tabby!)

• Live Life 2 The Max! Testimonial

• Photo link to Gabba Business Assoc'n Inaugural Networking Event

• Login to Treasure Chests

• Website Links

Do you make these Five Follow-up Mistakes?

by Narelle Stratford & Dennis McMahon

Follow-up is often a problem not just for the potential client, (and that means all of us at many times in our life), but also for the salesperson or business, so this article will take a look at both sides of the coin.

If you're a Potential Client?

1. Are you sometimes unclear about what you want from the salesperson or business, so you don't take the time to check things out properly?  
   
   This happened to me recently and I ended up wasting time for both myself and the salesperson.  What I should have done was to actually make the time to read the email properly, and then make a decision as to whether I wanted to continue the conversation or not.

2. You hate saying "No" for whatever reason.  
   
   If this is you, you need to understand that the sooner you say "no thank you", the sooner the salesperson will stop harassing you.  It's okay to say "no thanks", and move on, and in fact, it's so much better for a salesperson to be able to move on to someone else knowing that they have a clear result.  Everyone in sales knows it's a numbers game, so they expect a 'no' sometimes.  No big deal.

3. Are you a mind-reader..?  
   
   You avoid taking calls from salespeople who are following up, and you don't respond to emails, because you just know that the salesperson can read your mind and that you are saying "no thanks, not interested" when you ignore voicemail, email or refuse to take a call.  (Causing quite a bit of frustration for the salesperson too....)

4. Have you done your homework?  
   
   You like the look and sound of something and someone, and think you will buy.  But have you done a bit of shopping around for the best deal, best conditions, or best personal attention?  If you buy anyway, then please let's not hear you gripe down the track that you didn't know any different.  You're in business and you know to get all the information you can so you can make a meaningful decision.

5. And have you done your homework, have you asked the salesperson to negotiate?  
   
   Find out what you can drop out of the equation, and what will give you the best value for money.  You would be surprised what you can achieve that can either give you more value for dollars spent, or what will save you your hard-earned cash.

Now, if you're a Salesperson.. ?

1. Have you done an in-depth analysis on your potential client?  
   
   Have you asked all the questions and provided all the information you should have?  Have you taken responsibility for giving concise yet complete information on the product most suited to this particular client?  
   
   It's all very well to say that the potential client should ask questions, but it's your job as a professional salesperson to find out everything you can so as to be able to personalise your solutions as much as possible.

2. Are you following up your potential client?  
   
   Did you know that it can take 5 to 9 points of contact for someone to become a client?  Do you know why?
   
   From a memory recall perspective, information has to go into the memory bank 7 plus or minus 2 times.  That is, 7 times, or 5 times or 9 times is the number of times you will have to see, hear, or feel the touch of something to recall it easily and effortlessly.  
   
   This means that for your client to remember you at the top of his or her mind, he or she needs to see, hear, or grasp something from you 5, 7 or 9 times before it is in the memory bank.
   
   If you don't follow up your potential client with an email, a phone call, a brochure, a post card or something (anything) why should your potential client remember you?  How easy is it for your client to get something in the mail and call that person instead of you?  Despite the fact that you met him or her yesterday, we are all busy people and you could easily fade into oblivion if you don't follow up as soon as you can.
   
   When you follow up and get a "no thanks, not interested" say Thank You.  Ask if you can call back at some other time in case the situation has changed and make a note of that?  Ask if there was some particular reason that they are not interested now, when previously they had been interested?  Ask if what needs weren't being met by your proposal and can you have a chance to rectify that?
   
   And when the answer is still "no", then say Thank You and mentally yell out "NEXT".  It's great to be freed up and know you can move on.

3. Are you a mind-reader?  
   
   You don't follow up because you already "know" that the potential client doesn't need your services.  Here's a true story for you.
   
   I've recently gone into a Joint Venture with two other companies and we went to our first research and presentation meeting with a potential client.  On analysis of this client's situation, he didn't appear to need much of what we offered, and we told him what a good job he was doing.  He could have done with some support in some areas, but on the whole probably didn't need the service in this office.
   
   However, we offered to do a proposal anyway, so that he could take it to his boss, on the off-chance that there would be additional value to add to his good work.  In following up this potential client on the day I said I would, he said that the proposal was great but he really couldn't justify it and his boss agreed.  Now, here's the cruncher so read carefully.  
   
   His boss had recommended that the proposal be forwarded to the HR department of Head Office in Sydney, and our contact will follow up on that for us.  This was an unexpected outcome that could lead to something.
   
   Let's consider this from another angle:  what if I hadn't phoned up because he probably wasn't going to buy?  The potential client is left with a poor opinion of our professional ability, and I have lost credibility and respect, and trust.  Will he ever tell anyone anything good about me if I can't follow up?  You can answer that for yourself.

4. Do the client's homework for them and make your proposal the best it can be.  
   
   Offer so much value for money and/or so much in savings, that they cannot refuse you.

5. Create a system of following up.  
   
   Decide what you will do first and what you will do after that.  Will it be a phone call, an email, a postcard in the mail, a brochure, a special offer, a Newsletter?  What order will you do these in?  What will you say?  What message will you give?  What response are you looking for?  If you are going to have 5 to 9 points of contact, personalise them as much as possible, so that the potential client feels a connection with you. 

Basically, follow up when you say you will, with what you say you will deliver and keep following up until you get a response.  Once you get a response, even if it is no, find out if there is a chance for the future.  As a client, refuse to deal with people you don't like or trust, and as a salesperson, the same is equally true.
If you go to Expos and have a hard time following up the leads you get afterwards, click here for the solution to your problem.

Like to see the photos from the 
Gabba Networking Event?

Click on the link below, and profits from any photos purchased will go to the Woolloongabba Business Association

www.myeventphotos.photostockplus.com 

Password - gtn06

Testimonial

One of Narelle's clients surprised her with these gorgeous flowers following 4 sessions of work that the client loved. These sessions revolved around moving from good to fantastic, within herself.

Book Now with Nikki 
for a consult to  lose weight  for summer!

Ph:  07 3420 4233
at Healthy Inspirations, Mt Gravatt Homemaker Centre
1230 Logan Rd Mt Gravatt

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© Narelle Stratford & Dennis McMahon       www.saleschampions.com.au      November 2006