When to Stop Talking

11 years ago

So true...

I had a project run considerably over budget (30%) due specifically to the client's performance. Although he was made very aware of the problems as they occurred, My original plan was to significantly reduce the cost of the overage in order to retain long-term business.

When we met up, I showed him the full price invoice, and explained the reasons for the additional cost. I then reached into my folio to produce an amended invoice, and explain how I wanted to work with him on this, but...

As I pulled out the additional paperwork, he said, "I understand. Let me get this over to Accounts Payable and get your check in the queue. You did a great job, and I appreciate it."

I said "Thank you", and nonchalantly slid the other paperwork back into my folio. We shook hands, and I sent him a $200 gift card to an upscale restaurant to thank him for the business.

The payoff of knowing when to keep your mouth shut? $8800 in additional take-home profit.

Thanks
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Claude Whitacre 11 years ago

I have two presentations. My selling presentation, and my "Make sure the sale doesn't cancel" presentation.

Once they say 'Yes" I write it up. That's when I shut up, except to get information on the form.

But after the order is done, and money has been collected (or got a signature) I show what they are going to get to manage expectations. I want to make sure they clearly understand what is being delivered.

The danger is to talk, after they said "yes", but before money has changed hands. To the prospect, it isn't a deal until they give you money (or sign a contract). That's when you can talk them out of buying.

And I have done that hundreds and hundreds of times. I'm just glad that it's mostly in the dim past.
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misterme

11 years ago

Originally Posted by dave147

I had to laugh the other day when I was with a client, I made a mistake that I don't usually make...

The price was agreed and we shook hands on it. Great!
Usually at this stage I'd stop talking and write out the receipt but not this time...

This time I continued to explain the system and the benefits and reasons why etc etc etc..

You deviated from the "script" and inserted new material. Stick to the script.

Thanks
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dave147 11 years ago

Originally Posted by misterme

You deviated from the "script" and inserted new material. Stick to the script.

Yes I certainly did...but it's not over yet
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BethHewitt

11 years ago

I find that when I try not to sell, I make a sale. Funny how that works.

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misterme

11 years ago

Originally Posted by dave147

Yes I certainly did...but it's not over yet

That may be. But seriously, my point is if you have a script in your head, then you don't speak extemporaneously where you may get tripped up. You know the game plan. "OK, they said yes," is what you note to yourself. "OK, we go to the next step. That's where I get the check." And it keeps you on track. Like an actor on a stage, you make it fresh and new each time. You probably know all this, and deviating from it proves the truth of it again.

Originally Posted by BethHewitt

I find that when I try not to sell, I make a sale. Funny how that works.

Probably because sales resistance can only arise when someone feels they're being sold.

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Claude Whitacre

11 years ago

Originally Posted by misterme

Probably because sales resistance can only arise when someone feels they're being sold.

You mean "Convinced against their will"? I agree. But We love to be sold. Ever buy clothes from a master salesman? Buy furniture? I get all warm inside when talking to someone competent.

I wish I had a dime for every dollar I lost by talking people out of buying...after they decided to buy. It's like a disease.

Thanks
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Aaron Doud

11 years ago

Originally Posted by Claude Whitacre

You mean "Convinced against their will"? I agree. But We love to be sold. Ever buy clothes from a master salesman? Buy furniture? I get all warm inside when talking to someone competent.

I wish I had a dime for every dollar I lost by talking people out of buying...after they decided to buy. It's like a disease.

One of my worst. I am such a talker that I can't stop myself some times. When I know I've done it I want to smack myself.

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John Durham

11 years ago

I once won a court case... as my own attorney, and when the judge had already favored me, I kept talking, kind of "spiking the ball" ..., and he turned to me and said "Young man, you need to learn how to stop when you are winning".

Overselling is when you continue selling after your customer is already sold. Once they are sold, thats the result you want, the only thing more talking can do is bad. Dont over sell. Once they are sold, thats good enough.

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kevinfischman

11 years ago

When selling its more important to listen

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Hari Luker

11 years ago

This was a huge challenge for me when I first started. The simple mindset change I made was just to sell the outcomes not the techniques. This helped prevent me from going down the whole ' How it's done' route.

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kellyyarnsbro

11 years ago

Nice share, well for me when you overdo talking and explaining everything non-relevance is a dangerous thing to do, this might only confuse customers.

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leemajors

11 years ago

Right after you get contract signed..

Originally Posted by dave147

I had to laugh the other day when I was with a client, I made a mistake that I don't usually make...

The price was agreed and we shook hands on it. Great!
Usually at this stage I'd stop talking and write out the receipt but not this time...

This time I continued to explain the system and the benefits and reasons why etc etc etc...this must of confused him because then he said...

"well, my other half usually makes these decisions so I'll have to run it by her"

So the lesson here is...when the deal is done stop talking! Know when to stop pitching or even change the subject

Thanks

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kelvintoro

11 years ago

Yeah, when the client has already agreed and the deal is closed, end the talk about the product. Many people, even if they want to, don't take back their decision after they've already agreed. But once you keep talking about the product, it gives them the chance to back out.

Well at least you learned your lesson. Now it's time to close more deals.

Thanks

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When to Stop Talking

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