case study number one
New keyphone system required
We invited 2 telephone system suppliers to visit our office to discuss our requirements.
One represented Toshiba, the other represented Panasonic.
The scenario
The Toshiba representative was well presentable with impressive product knowledge although her mobile phone rang during the discussion and we had to wait while she answered the call. The Toshiba representative submitted a well presented and personalised quote for around RM14,000 within 24 hours.
It took a fair amount of effort on our part to persuade the Panasonic representative to come to our office. Eventually, a sales manager spoke to us and we explained our requirements to him and arranged to meet the next day. He arrived without the correct brochure but knew his product. He submitted a poorly presented quotation 5 days later (including a weekend). He promised to send over the brochure however two weeks later it is yet to arrive.
The result
Neither representative has followed up. Why? Is the order too small? Are they pre-occupied with all the foreign investors lining up to use Kuala Lumpur as an HQ? Is it because our office is a mess (we're going through renovations)?
Solution.
Both organisations need to qualify the incoming calls. Not just for the requirements of the prospect but also for what they do. Is it a new company? Why are they looking for a new system? Will they be three years from now? Will the system they think they need now be adequate then? These sorts of questions will qualify the potential of the client and determine whether they are serious and what level of representative should be assigned to the account.
It is the oldest piece of advise given to sales reps - MAKE SURE YOU HAVE A BOX OF BROCHURES IN THE BOOT OF YOUR CAR AND TOP IT UP ON A REGULAR BASIS.
If you send a quote you obviously want the business so spend a little more time personalising the quote.
Follow up with a courtesy call to ensure it has been received and to enquire if the client needs anything else.
Follow up with the close!!
We invited 2 telephone system suppliers to visit our office to discuss our requirements.
One represented Toshiba, the other represented Panasonic.
The scenario
The Toshiba representative was well presentable with impressive product knowledge although her mobile phone rang during the discussion and we had to wait while she answered the call. The Toshiba representative submitted a well presented and personalised quote for around RM14,000 within 24 hours.
It took a fair amount of effort on our part to persuade the Panasonic representative to come to our office. Eventually, a sales manager spoke to us and we explained our requirements to him and arranged to meet the next day. He arrived without the correct brochure but knew his product. He submitted a poorly presented quotation 5 days later (including a weekend). He promised to send over the brochure however two weeks later it is yet to arrive.
The result
Neither representative has followed up. Why? Is the order too small? Are they pre-occupied with all the foreign investors lining up to use Kuala Lumpur as an HQ? Is it because our office is a mess (we're going through renovations)?
Solution.
Both organisations need to qualify the incoming calls. Not just for the requirements of the prospect but also for what they do. Is it a new company? Why are they looking for a new system? Will they be three years from now? Will the system they think they need now be adequate then? These sorts of questions will qualify the potential of the client and determine whether they are serious and what level of representative should be assigned to the account.
It is the oldest piece of advise given to sales reps - MAKE SURE YOU HAVE A BOX OF BROCHURES IN THE BOOT OF YOUR CAR AND TOP IT UP ON A REGULAR BASIS.
If you send a quote you obviously want the business so spend a little more time personalising the quote.
Follow up with a courtesy call to ensure it has been received and to enquire if the client needs anything else.
Follow up with the close!!
posted by Marcus Osborne at 9:22 pm
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