Why the customer is not right.

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Now many people think that when you are in sales the customer is always right.

THIS IS NOT THE CASE!!

You may be wondering why I say the customer is not right. To prove this ask yourself a couple of questions.

  • Does the customer know IT?
  • Do you want to sell the wrong thing to the customer?
  • Do you want the customer to come back saying that the product doesn’t work the way they thought?

If you answered no to any of these questions keep reading.

Now for the first point, does the customer know IT?

Most likely you will be dealing with an office manager or small business owner that has no idea what they are doing. They won’t even think of things that you might. Like what happens if the business burns down, do they have an offsite backup? Or what happens if the computer breaks (as they do) when will they be operational again. Does the hardware meet the requirements that they need?

The second point, Do you want to sell the wrong thing to the customer?

Small business owners can be very loyal and will remember if you saved them money or came up with a solution that better suited their business. This will not only keep them loyal but they will tell their peers(other business owners) what you have done for them. Word of mouth is very important and can make or break your business. Make sure you look after the customer because it will generate you more sales as time goes on.

Last point, Do you want the customer to come back saying that the product doesn’t work the way they thought?

If you have gone through the sales process properly and identified the customer’s needs(not wants) then outlined what the solution will do and what it want then you should never have this problem. Lets give an example, a customer comes in and says I want a computer but I don’t want to pay too much, I just want the i3 computer that you advertised on your website. So you give them a basic i3 computer with windows 8 (not pro edition).
Two weeks later the customer comes in and says that Autocad won’t render properly and they cannot remote desktop into their new computer like they used to be able to do.

Now have to try and get them to buy a new computer with windows 8 pro and also a lot better graphics and processing power. This could have not even been an issue if you had evaluated the clients needs and not just gave the client what they wanted.

Author

Jake Gardner

Jake is an IT Consultant/Systems Engineer that works for a business that offers services to SMB clients. He runs his own business that delivers solutions geared towards online marketing and web design.

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