Like so many other people these days, I like to pay bills on the phone whenever possible. It's usually quick and easy and big companies have well-structured telephone networks ready to take your money the moment you give Credit Card details.
Recently, it was time to renew my automobile insurance and I phoned the company to pay. Evidently, I pressed a wrong button and when I stated the nature of my call the voice at the end of the telephone informed me he was only dealing in Life Assurance payments.
"Sorry," I said, "can you please transfer this call?"
"Look," he replied, "we have some super deals on Life policies just released this week. Would you like to take out some extra insurance on your life?"
"I've lasted this long, I'll take my chances, but thanks all the same," I replied.
"What about your children?" he answered, quick as a flash.
"They're all married and have their own arrangements," came my reply.
"In that case, I suppose I'll just have to transfer you to the Motor Vehicle department."
We both chuckled and exchanged a few pleasantries. No, he wasn't pushy, Just a smart opportunist who was probably working on commission and getting a lead by accident tried to capitalize on his good fortune.
Pushing too hard is a common mistake many sales people make in their anxiety to make a sale. Customers are turned off by pressure selling. Avoid it. Intense salespeople may make an initial sale, but return business is unlikely to occur. Customers simply hate being badgered into buying.
The shopping experience needs to be satisfying, for both parties. My insurance episode finished up with light-hearted banter. Here's a guy who was doing his best to make a sale, but saw the funny side of the situation and knew he wasn't offending a customer.
Understanding the customer is a necessary ingredient in building good customer relations. The hard-baked sales person who doesn't try to understand the real needs of the customer is unlikely to succeed.
