Podcast
Questions and Answers
What negative term is commonly used in the retail car business to refer to customers?
What negative term is commonly used in the retail car business to refer to customers?
- The Client
- The Buyer
- The Mooch (correct)
- The Consumer
What is primarily causing salesmen to feel hostile toward customers?
What is primarily causing salesmen to feel hostile toward customers?
- Customers deny the value of the products
- Salesmen perceive customers as threats
- Salesmen see too many customers daily
- Customers are not serious buyers (correct)
What kind of feelings do customers typically have when they enter a car dealership?
What kind of feelings do customers typically have when they enter a car dealership?
- Excitement
- Confidence
- Fear (correct)
- Indifference
Which statement best reflects the author's view on how professionals should perceive customers?
Which statement best reflects the author's view on how professionals should perceive customers?
Why do the working-class customers mentioned in the text seem to be hesitant to spend money?
Why do the working-class customers mentioned in the text seem to be hesitant to spend money?
What initial feelings do customers typically have when entering a sales environment?
What initial feelings do customers typically have when entering a sales environment?
What common misconception do customers have about salespeople?
What common misconception do customers have about salespeople?
How can a salesperson turn a hostile selling situation to their advantage?
How can a salesperson turn a hostile selling situation to their advantage?
What does the author suggest is a misconception about customers labeled as 'mooches'?
What does the author suggest is a misconception about customers labeled as 'mooches'?
In the selling analogy presented, how is the experience of making a sale described?
In the selling analogy presented, how is the experience of making a sale described?
What emotional state does the author compare to the selling experience?
What emotional state does the author compare to the selling experience?
What does the author mean by the term 'bloodless war' in the context of sales?
What does the author mean by the term 'bloodless war' in the context of sales?
What is a characteristic of a successful sale, according to the author?
What is a characteristic of a successful sale, according to the author?
What is implied about the common reputation of salespeople?
What is implied about the common reputation of salespeople?
Why do some customers give deposits only to not return?
Why do some customers give deposits only to not return?
Flashcards
The Mooch
The Mooch
A derogatory term used in the car sales industry to refer to a customer, implying that they are only interested in taking advantage of the salesperson's time and resources.
Salesperson Bias
Salesperson Bias
The way salespeople perceive and treat customers can be influenced by their own biases and experiences.
Customer Anxiety
Customer Anxiety
Customers are often nervous about making large purchases, especially when it comes to cars.
Potential Buyers
Potential Buyers
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Customer Expectations
Customer Expectations
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The Bloodless War
The Bloodless War
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Customer Fear
Customer Fear
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Overcoming Customer Fear
Overcoming Customer Fear
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A Winning Sale
A Winning Sale
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The Victory of the Sale
The Victory of the Sale
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Salesperson Emotions
Salesperson Emotions
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Emotional Intelligence in Sales
Emotional Intelligence in Sales
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Selling Without Feeling Hostile
Selling Without Feeling Hostile
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The Goal of the Sale
The Goal of the Sale
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Study Notes
Understanding the Customer
- Customers are human beings, not "mooches," with similar feelings and needs.
- Working-class customers often prioritize value and may not be able to spend on other wants.
- Customers enter a sales environment feeling scared, distrusting salesmen. They feel their time, and money, is being encroached upon.
- This fear is often based on negative stereotypes of sales representatives.
The "Mooch" Mentality
- Labeling customers as "mooches" creates a negative attitude and can hinder sales performance.
- The word "mooch" is a negative term for a customer because it's a terrible way to think of someone who is coming in to give you money.
- Salespeople may feel hostile toward customers due to time-wasting behavior and perceived intentions.
The Sales Relationship as a War
- The sales interaction is like a war, with the customer entering feeling threatened.
- Sales representatives also hold preconceptions that might be adversarial towards the customer
- Customers may be distrustful and hostile, and sales representatives may view customers that don’t buy.
- Ultimately, the goal is a win-win outcome (sale for both parties).
Overcoming Customer Fear
- Salespeople must empathize with the customer's apprehension and address it.
- Recognizing customers' reasons for fear allows the salesperson to overcome these feelings.
- Dealing positively with customers' concerns leads to increased sales (win-win situation).
- Customer fears are often based on past experiences and negative perceptions, and salespeople can address those to create a positive experience for the customer..
The Value of the Sale
- Making a good sale is good for both parties – customer receives desired goods, salesperson receives commission.
- Customer satisfaction is crucial for future business and referrals—a positive sale leads to more sales.
- The final product (shoes, suits, cars) should be valued by the customer (a win).
Addressing Negative Stereotypes and Biases
- Avoid preconceived notions, prejudices, and biases to create a positive experience for the customer.
- Sales representatives should be professional and treat each customer as a unique human being.
- Customer value and fairness should be paramount, not exploitation. Avoid labeling customers negatively.
- Customers can be converted to buyers, even if they initially shop.
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