You’ve done the deal, you’re feeling fantastic – and then your client rings to say they might have made a mistake…
As salespeople, we’ve all had experience of buyer’s remorse. And most of us recognise the cause: that we haven’t fully convinced the client our offer is right for them in the first place. What can your teams do to ensure they don’t fall foul of this post-close problem?
The following tips work a treat for my team and I, and will hopefully have the same impact on yours:
- Make sure you spend a little time with the client, post-close. A nice general chat will not only alleviate any concerns they might harbour, but will give them the opportunity to raise them while you’re on the phone or at their office.
- Remind them of the benefits they’re about to experience.
- Mention other customers who have made the same decision.
- Ask them how they’d like their account to be managed.
- Be explicit about when they will next hear from you; give a specific date.
- Ask to be introduced to any relevant stakeholders so you can run through your processes/procedures, and take the onus off the customer.
- Send them an email within 24 hours, thanking them for their business and confirming next steps.
By Lorna Leck, Managing Director of The Sales Activator® Ltd. For further learning why not try the Sales Activator's eLearning course 'Winning Presentations'? It is designed to benefit all levels in Sales and Service, and is packed with useful tips and exercises to help you deliver a high impact presentation. ‘The Art of Closing’ is written by Lorna Leck.