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1. If your customer lodges a well founded claim with you: a) you interrupt them and do not allow them to express their opinion,
b) you explain to them that they have handled the product wrongly,
c) and finally you prove to them that their claim is totally un |
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2. Most often the customer gets angry not about the reason for a claim but about the way of reacting to this claim. |
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3. If a customer lodges a complaint with you, you should in any case thank them for doing that. |
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4. Customers are the most important and most precious riches of your company. |
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5. The analysis of the customers’ potential determines what products should be offered to them and not the contrary. |
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6. The good sales representative blindly pursues every potential opportunity to strike a deal. |
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7. The customer is pleased when their expectations of the behaviour of the sales representative and of the purchase made have been fulfilled. |
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8. In their relations with the customer, the good sales representative follows the “I win – you lose” strategy. |
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9. To lie to or to deceive a customer leads inevitably to far graver problems than to come face-to-face with the customer and reveal an unpleasant truth to them. |
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10. Every time when an employee of your company picks up the receiver, the image of the whole company is put at risk. |
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11. You should be always grateful to every customer, making a claim, because they are one of the few who give you a second chance. |
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12. Claims are not useful for the business as they do not provide you with the opportunity for any extra sales. |
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13. When during a meeting with the customer, someone calls you on the phone for a private conversation, you carry on this conversation to the end and only then you return to your customer. |
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14. The quality of the products and services, approved by the customer, including the ones of the Bulgarian Telecommunication Company (BTC), does not depend in any way on the quality of the relations between the customer and the contact person of the supplier |
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15. My sales concept is oriented towards separate quick deals. |
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16. My sales concept has a "toreadors" mentality and is based on wheedling, laying traps and deception. |
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17. My sales concept is the following: to talk again and again, while I am tearing to shreds or bringing to absurdity the customers arguments and objections. |
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18. In my sales concept I rely on “the firing at random” in which I intuitively and purely tactically choose measures and activities, depending on the momentary situation. |
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19. The good sales representative is obliged to continually generate measures and activities, which raise the quality of the interpersonal relations with the customer, whether or not the customer makes their contribution in this respect. |
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20. The customer’s confidence in me is always constant and unshakeable. There is no need that I put in sustained effort to boost and justify this confidence. |
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21. If you get bound to the “I win – you win” strategy, you cannot sell at any time and to anyone. |
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22. If my product has undisputed faults, I always express doubts about the competence of the customer as long as they touch upon these faults in the conversation. |
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23. I can easily adapt also to the different types of customers. |
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24. It is easy for me to attract my customers to become my admirers. |
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25. Often I am so enthusiastic that I fire the customer’s enthusiasm as well. |
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26. When I get angry, it is difficult for me to hide this. |
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27. I can easily improve even the tensest atmosphere. |
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28. I seldom set any goal before a conversation. |
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29. I react properly also in the event of unexpected results from the sales conversation. |
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30. I feel hurt when I am criticised. |
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31. It is easy for me to sympathise with my customers. |
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