The Customer is Always Right, but the Salesman Could Make you Happier!

I honestly don't buy into the whole "the customer is always right" thing.  A customer might think they are right.  My job as a salesman is to make a customer happy if I can.  To do this properly I need a customer who is open minded and forthcoming with what they want to do!  I could just sell the customer whatever they come in saying they want, but often times that is not what the customer actually needs!

I like to start off a conversation with a customer by gathering a little information about them.  I also ask if they are replacing an existing whatever-it-is.  If they are then I ask them what they like an don't like about it.  Then I ask what they want to do with the item being purchased (now it's golf carts, but in the past I have sold cars, domain names, computers, etc.)  Often time I find that customers are looking at an item that is either overkill (buying a computer when what they really need is a label maker) or they are focused on something that will not do what they want.

I come from the Russian Space Program way of thinking.  Why spend millions developing a pen that writes in space when you can use a pencil!  Last year I had a customer come in who was convinced that they needed to buy a brand new utility cart for their house at the cost of $12,000.00.  After speaking with him for 5 minutes I found out that the only reason for his focus on that specific vehicle was because once a year he wanted to transport firewood across his property (50 yards).  The rest of the year he just wanted it to drive around on with a small toolbox.  I ended up selling him a used golf cart with the rear seat that can fold out into a cargo tray.  This cart only cost him $3100.00.  How did I convince him to save almost 9K?  Three magic words, "Make two trips".  I could see the light bulb flash over his head.  Sometimes it just takes a fresh set of eyes to come up with a better solution.

This is not to say that I always have a better idea than the customer.  It's not about that at all.  As a salesman, I just want to make sure that my customers get what they really need, not just what they think that they want.  When spending several thousand dollars, I want to make sure that my customer's needs are met.  So next time you some into a store, or a dealership, or anywhere with a salesperson, don't just blow them off.  Spend the 2 minutes talking over your options with them!  We want to make sure you are happy!