Meeting – or exceeding – customer expectations is at the heart of true, lasting success in sales. When we fail to meet those expectations, however, there can be a high price to pay, regardless of how strong the relationship is between you and your client.

When expectations aren’t met, trust is broken, opportunities are missed and sales can be lost, all despite the countless hours of hard work that were put in to almost making something happen. That’s why it is imperative to complete a full analysis of the customer’s situation during the sales process, in order to understand fully what he or she wants – and to be absolutely upfront about your ability to deliver it.

(1) Be clear, thorough – and honest
Shared expectations produce greater harmony and more sales – period. When establishing expectations at the onset of a project, be as thorough as possible, and be prepared to adjust as needed.

For example, if you find the customer asking for something you simply can’t deliver, try some of the following to set the right expectations, right from the start:

Last night I tried to submit an online order to Kinkos to be printed and picked up in California. I live in Ottawa. I have used this service before with great success!

Since the last order I placed (maybe February of 2007) , they have upgraded their online printing system and while its easy to use…..it does not accept orders from international locations. Does anyone else find it ironic that the company who specializes in shipping internationally can not accept a Canadian credit card online for a $200 print order? Considering they have locations in Canada this seams doubly ridiculous to me.

In our online store at Engage Selling, we are able to accept credit cards from any locations world wide in a secure shopping environment. If I can do this – and we are the size of a flee in comparison – why can’t Kinkos?

Colleen

Good Morning,

My number 1 sales rule is never finish your day without doing at least 1 thing to put new business opportunities in your sales pipeline. This is the most profitable habit you can develop.

So its Monday morning and I know I have a full day. A teleseminar at 10, a flight to California at 1, and 2 hour car ride from SFO to Napa to meet a client. Not a ton of time for new business development.

Its on days like this that discipline is important. By 8am I had 2 proposals out the door and 2 emails sent to clients who likely wants to do follow up training this year, and have not yet booked. That’s 4 activities related to new business development.

How many new business opportunities have you developed today? Get into the habit. Your commissions will soar!

Dedicated to increasing your sales,

Colleen

PT Barnum is considered one of the greatest marketers in the world. In his biography, showman Phineas T. Barnum (1810-1891) gives some advice for achieving success. P.T. Barnum’s Commandments For Success

1. Avoid running into debt. “There is scarcely anything that drags a person down like debt,” Barnum states. He encourages saving money. “There is nothing animate or inanimate that will work so faithfully as money when placed at interest, well secured. It works night and day, and in wet or dry weather.” Follow David Chilton’s advice from the Wealthy Barber - and put at least 10% of your gross income aside each year!

2. Persevere. “How many have almost reached the goal of their ambition, but loosing faith in themselves have relaxed their energies, and the golden prize been lost forever?” asks Barnum. “Perseverance is sometimes but another word for self-reliance.” Stanford University shows that 95% of all sales are made after 5 contacts, yet 85% of all sales reps give up after 4 meetings. WOW….you must persevere

3. Whatever you do, do with all your might. Barnum emphasizes that hard work breeds success. “Work at it, if necessary, early and late, in season and out of season, not leaving a stone unturned, and never deferring for a single hour that which can be done just as well now.” he advises.

4. Depend on your own personal exertions. “No man has a right to expect to success in life unless he understands his business, and nobody can understand his business thoroughly unless he learns it by personal application and experience,” Barnum writes. Understanding what you do is more important to your success than “luck.” Create your own luck by being great at what you do and doing it often!

Dedicated to increasing your sales,

Colleen