Has this ever happened to you? You’re meeting with a potential customer – and after weeks (or even months) of patient rapport building, selling and negotiating, they finally come through with a decision — and it’s yes!
You’re so happy that you’ve finally closed the sale that you get over excited, wanting to share that happiness with your new customer … only to find that they then start to look uneasy!
Jumping for joy in front of a customer may seem like a natural reaction, but actually, it’s bad manners. It can give off an air of desperation or relief. At worst, it can make your customer feel uneasy about the deal you’ve just closed — and they may start to even question their decision to buy from you.
Think of it this way: if it looks like you’re surprised or relieved when you close a sale, they’re likely going to feel like you’ve sold them on something they didn’t really want or need, because it looks like you’re shocked that they said yes.
Here’s how it should be.
No one’s saying that you have to be totally cold, but you do need to keep a lid on your excitement in front of your customers. You should give them the impression that buying from you is the most natural thing in the world, and that if you’re happy, it’s primarily because they’ve made such a great decision for themselves. You should appear calm, like this is exactly what you expected because you know that your product or service is so good. Just to clarify though, being happy and showing some level of happiness is great as long as it’s clear that you’re happy for them.
Of course, when you’re out of their sight, feel free to whoop, do cartwheels down the hall, jump for joy, hop on the computer and book the holiday you’ve just earned, or do anything else you like … but respect your customers (and your business’s brand) enough not to do it in front of customers.
Above all, make sure you don’t…
…involve them in the back end of the sales process by saying things like “Gosh, I’m so glad you decided to say yes, that means I’ll make my target this month!” or “I have to say, I was worried for a while, but I’m glad you came through.”
This isn’t any of their business. All they should be interested in is whether or not you’ve got the right solution for their problem, not whether or not you’re going to be able to give yourself a nice bonus for Christmas this year because they decided to buy from you.
All in all, it comes down to respecting the context of your relationship with the customer — and both you and they will be happier for it.
Until next time,