Ten Rules of Sales Etiquette
Life has changed a great deal in the 29 years I’ve been in sales. Electronic barriers, such as voice mail and Caller ID, give customers the chance to hide and ignore calls. Overall, some would say people are more rude than ever. I would only say that there is a definite loss of respect in a great deal of relationships, both business and personal. But as my 85-year-old mother would say, you can only manage you.
So, to help you to be the best sales person you can be, I offer up the 10 Rules of Sales Etiquette, in no particular order (except for the last one):
1. Never leave an angry voice mail—Keep your frustration in check when on the phone. The rule is that you will not hear back from someone. The exception is that you do. Regardless of whether you are pursuing a client or a prospect, be prepared for the long haul and remember that you can always get angry later. For now, remain calm, citizens.
2. Never put anything in writing that you wouldn’t want the client to see—This one is even more important than the first rule. Let’s say you write “nit-picky client” on a note to the prepress department. What if that note gets attached to the file and even the proof? Your customer will be justifiably irate if he/she sees it. Even when you are adding comments to your CRM system, show some class.
3. Be appreciative of in-house employees—I remember visiting AusTex Printing in Texas many years ago. The president, Jack somethingorother, gave me the obligatory plant tour. Along the way, he bellowed out every employee’s name, jumping between English and Spanish. People positively lit up when he walked by. Jack was clearly a guy who shared compliments for a job well done and genuinely cared for everyone in the plant. The next time a pressman stays late to finish a job, send a note of thanks. Appreciation doesn’t cost a nickel and it is simply the right thing to do.
Bill Farquharson is a partner at Idealliance. As a print-specific sales trainer, Farquharson applies a fundamentally-sound approach to his coaching, online programs (found at sales.epicomm.org), and live presentations. Contact him at email@example.com or (781) 934-7036 to discuss your sales challenges.