The ‘anti sales pitch’

No solicitors allowedI’ve just read an interesting article at Customer’s Rock about a web company that calls every new customer to chat to them about what they would like to get out of the company and any questions they may have. There is no sales pitch given (Becky’s shock at this goes to show how resigned we all are to being pitched at by everyone all the time).

This reminded me of a conversation I had with a friend the other day. She is a beauty therapist who is ‘encouraged’ to try to sell as much product as she can during a session with a client. You know the drill (and I hate it), when you go to the hairdresser, they line up all the ‘relevant’ products and ask you leading questions like ‘do you want shinier hair?’ and you’re thinking ‘do I have to say ‘no’ so I’m not forced to buy this stuff?’.

Anyway, she feels very uncomfortable pawning products on people who are paying good money for a service. So she doesn’t. This initially caused a little stress because she had sales targets to reach and a boss who was quite into ensuring they were. However from the sounds, she does reach her targets, despite never ramming products down her client’s throats. Why? Because her customers trust her. They know they can arrive, relax and enjoy the service they are paying for. They know she will give them honest advice and answer any questions they have, without ‘forcing’ them to purchase anything. So they buy stuff.

It seems that the anti sales pitch might be the most successful sales pitch?

(image courtesy of stock exchange)

9 thoughts on “The ‘anti sales pitch’”

  1. It’s a fine line – I’ve been involved in businesses where the sales people were low key to the point where it got ridiculous – apologising for the price of their product, talking up competitors etc. True there is a difference between this and a low key approach but it’s hard for a results driven sales rep who wants to progress and meet targets to avoid the hard sell. Luckily consumers are becoming more informed and so the hard sell becomes slightly less effective…maybe?

  2. Yeah I’m thinking so. I understand sometimes people buy stuff because they feel forced too, but am wondering if more often people will buy stuff because they like and trust the person selling to them. Maybe it is sustainable long term sales vs. short term sales?

  3. Interesting post. It’ll be a tough task to attract the customers without forcing them. If we can do, we will be so happy with our happy customers.

  4. Nat, thanks for the shout-out! In my experience, I have seen that customers who have sales people more focused on meeting the customer’s needs than on “making their commission” tend to have more satisfied customers in the long run. Customers are more likely to buy if they do have a sense of trust. No one wants to be forced, and a customer who has purchased this way will not likely become a long-term customer.

    Great blog, Nat!

  5. As Zig Ziglar says talking is sharing listening is caring.To meet needs profitably we should know their needs.first convince then persuade.we should be a co-buyer in the process.If we can say yes to”will i buy the product if i have the same need” then we will do a really good job.If not may God give you better sense

  6. Not really, there are methods to do cold calling and sell from the first pitch. To name a few good pitchers for your reference, Brian Tracy, Zig Ziglar, Tom Hopkins, Og Mandino, Ben Franklin, Donald Trump, Joe Girrard, Napoleon Hill, Abe Lincoln, Vance Packard, J. Paul Getty, and David Ogilvy, just to name a few. With Zig and Ogilvy being best pitchmen ever lived. :)

    Cheers

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