“Rude customers have no idea how difficult they are to sell to with a smile on my face. She’s dissatisfied with everything I’m saying. Can’t seem to do anything that satisfies her. Fourth one today.” The sales woman thought to herself. The mixture of her frustration and desperation was palpable to the customer facing her.
“These sales people are so impersonal and rude. She’s completely disinterested in what I need. I don’t why I bother coming back to this store” she thought to herself, her frustration and desperation communicating itself as she walked away impatiently from the sales woman.
When we come face to face with an internal or external customer, directly
or telephonically, who wants to buy a product and the customer comes
face to face with the person wanting to sell the product, in that very
moment the relationship becomes the most important asset. Not the product.
The product is bought only because the customer believes that the product
will satisfy a need, a want, a fear and / or a desire. To all intents
and purposes, customers do not buy products. Customers buy relationships.
Topics covered in this one day workshop: