bhoffma Tue Jun 29, 2010 4:24 pm
I completley agree with Mad, I often hear salesman staggering to answer a question they don't know the answer to, and I can tell that they are making up things as they go. If i can tell, I'm sure the prospect can. Poor grammar can also play a part in diminishing a sale to prospect, but is hard to control, so maybe only mark it down if you believe it was the main cause of the dismissal of the sale.
I have also come across reps who will ask questions to the prospect, and when they answer, the salesman pauses too long and says " okay, um". The prospect can tell that they aren't really listening to them, especially if the salesman asks the same question twice,making the client believe that the rep is not specifically constructing the best package due to their needs, which is a very key point in why prospects buy this program. It is unprofessional and could easily turn a sale into a not interested. Also I agree with Mad on the tone of the rep's voice. Its a thin line between proving a point to getting aggressivley defensive. If the rep gets frustrated with the prospect, they should always maintain a cool report with the client to represent our company as legitimate and respectful. Prospects see eachother at events and network, so one bad opinion could turn into a slew of bad opinions.
I believe the judgment on what to mark down and not what to mark down should lay on the tone of the entire call. We don't want our salesman to represent our company as a marketing company that just hires anybody who walks in the door, as opposed to knowledgeable salesman who believe and know exactly what they are selling to the client and how it could benefit them. If I were a buyer, I would only buy from a rep who could articuatly explain the benifits of the product for me in a way I can understandand or I won't believe in the product, therefore not purchasing.
I agree with Maddie, the rep should sound as professional and product informed as possible, otherwise it sounds like they don't even know what they are selling. If they don't know what they are selling, maybe the team of the rep should be informed to do a training session?
Who or what team do you believe honestly and knowledgeably represents our company the best way and why?