Don't get me started. I don't like the BS games you're supposed to play especially if you don't even want what they're selling. (Like the textbook companies who always call me right before class.) And even if I do want what you're selling... just do what I ask you to and give me the information about the products. I am not under any illusions that you care how I'm doing today or want to find something in common with me; why bother with the small talk?
Their problems have nothing to do with making customers happy. Once they sign an account the client is assigned a customer service rep who handles all of their issues. Here's examples of what they do that's annoying and counter productive: 1. Instead of having a manager send in a helpdesk ticket like they are supposed to they send it themselves. 2. Calling individuals in IT instead of contacting the helpdesk trying to get better treatment. 3. Trying to talk me into changing numbers on a proposal for them. 4. Trying to cheat the system to print a proposal before it's been approved to show to the client. 5. Being unable to type their password so they call one of us to gripe. 6. A lot of them refused to use a CRM system because they wanted to keep their contacts to themselves, which caused us extra work. Also, if it's embarasing to not deliver what you promise then don't promise what can't be delivered to try and make a sale.
I think the shaddy sales people are a reflection of the management of that organization. I've noticed the upstanding managers tend to have an outstanding team that is close knit. The sleazy managers tend to have a team full of selfish / shaddy reps. If you cant trust your own manager or teammates I think people get into a defensive mode. I think it all starts from the top and what management either nurtures or lets go on. J
Doc, I do not know what type of business or product you are supporting, and for sure have know idea how things are run there, but I was only speaking of delivering on what the signed contract specified. Any salesperson who tries to convey to the customer that they can expect any more desrves your ire. In my case, 95% (or more) of the time things go just as they should, or even better. However, in dealing with that other 5% it can often be a crap shoot on how things will go from there. It has been my experience that support can sometimes be indifferent or slip-shod in (at least as often as the sales person who over promises) in resolving the issue in a timely (within co. guidelines of course) or careing manner. Still, even then I in no way would wish to present all customer service or support agents as weasels - like you seem to with whatever salespeiople you have to work with. Good luck, I did not want to stir up a behind the scenes fiasco, just wanted to convey that not all sales people are weasels. Isabel, I simply hang up on anyone who calls me on the phone unsolicited. That is very uncool. I will probably bow out of this particular thread now as I do not wish to represent or pretend to know about anything more than my particular situation.
I'm in IT and salespeople do get a bad rap (sometimes legit) but keep in mind they bring in the money to pay your salary. Without the sales most places aren't going to exist for you to work at.
And they have to have something to sell. So it goes both ways, but sales get preference. And I don't have to be a weasel and screw people over to get my job done.
My father was a salesman. I've never met a more honest person. He genuinely cares about everyone he meets. He's everyone's best friend. Can remember details about his customers...their kids...etc that baffle me. And it's genuine. He's just built that way. He just cares about people. He was the #1 salesman in the NATION in his industry at one point. Success in sales does not have to mean you're cheating or lying.
The Salesman’s Code of Conduct http://users.myexcel.com/n7il/salesman.html Article I: I am a salesman. I am interested in one thing. Money. Money for ME! Money money money money money. I want money! It's MINE! Mine mine mine mine mine mine! Gimme gimme gimme gimme!!! Article II: I will do anything in my power to make a sale. My rationale is defined in article I. Article III: I don’t care if I piss off my coworkers to make a sale. My rationale is defined in article I. Article IV: I will sell what we do not have. If we do have it and it is committed to another customer, I will rape and pillage it to make my sale. My rationale is defined in article I. Article V: I will sell unfinished or nonexisting products. When I do sell things that are unfinished/do not exist, I will tell the people behind the scenes what to make to make me look good to the customer. My rationale is defined in article I. Article VI: I will constantly harass my coworkers to make the promises I made to the customer come true. NOW!!! My rationale is defined in article I. Article VII: I am a prostitute to the customer. I will do anything to be the customer’s best friend. My rationale is defined in article I. Article VIII: I will take full credit for sales other people make or drop into my lap. My rationale is defined in article I. Article IX: I will over promise and under deliver. I will blame the underdelivery on my coworkers. My rationale is defined in article I. Article X: I will always hold true to the salesman’s code of conduct. My rationale is defined in article I.
You're exactly right. My wife has been great everywhere she's been, she's just having a hard time getting past the cheating and lying that does go on. But by not stooping to their level, she's going to end up with a nice promotion that will hopefully end that part of her sales career.
That's awesome. She'll do great. She's sincere and she's genuine, and I can say that off meeting her only twice. Kim said, "wow..she's so nice" after meeting her at the DMB concert. Good job, RM95!! You did good!
Thanks man. I'm hoping that she doesn't realize she could've had much better until she's too tired to do anything about it. Anyway, I immediately thought of your Dad when I painted with my broad brush and should've qualified my statement right there.
dont worry about it. i just hate you because you didn't have the score for me when i called from soccer practice.
Overpromising isn't an issue where I work now since all contracts have to go through an approval process, it's all the other things they do that bother me. And I realize that there are honest salespeople out there but from my experience they are the minority. Also, in my situation I wouldn't be in contact with the better ones since they would be doing things right, it's similar to cops always dealing with criminals so they start to view everybody that way. And I also realize that they serve an important part of the business by bringing in new customers.
This is kind of a fun topic. It's an old adage that "nothing happens in business until someone sells something." Sure you have to have something to sell, but if you don't have someone that can sell, you'll be screwed just about every time. The janitor can make the argument that "if I didn't empty the trash cans, the trash would pile up and pretty soon nobody could get to their desk and the business would have to shut down. It takes a certain personality to be in sales. I can guarantee you that most people on this bbs don't have what it takes to be successful in sales. I'm really talking about outside sales, because most inside sales jobs are just order takers and there is a big difference. The big thing is that most people just can't take the level of rejection you get from outside sales. It takes someone with a thick skin and a cocky attitude. The best sales people are the ones with a good work ethic. They still need the attitude, though. A long time ago, when my major was psychology, I worked for a company that administered and evaluated personality profiles for applicants to many of the big chemical and other types of companies along the Gulf Coast. Occasionally, there would be a position in sales we would be testing applicants for. We generally looked for people with a high degree of self-interest and reticence, but with some self-control. Get a guy who's full of himself, but with some ability to control it. Of course, other factors were considered, but personality-wise, that was the key. Isabel, you may want to do away with pleasantries, but studies show that establishing rapport with the customer increases your chance to make a sale. It doesn't work with everybody,of course, but the percentages favor the sales rep who does this. It's funny to hear from the sales guy and the IT guy. Fatty whining about being steroetyped. Sales reps aren't a protected group, ya loser! DrLude and his anal list of pet peeves. Ha. Damn him, he can't type his password! MOVE!! Just like the support guys on the Sat. Night Live skit. classic. Okay, I'll shut up now.
On a related note, Best Buy has the best employees who are there actually to help. On the flip side Fry's Electronics must have the worst employees I've ever dealt with. Circuit City comes close to Fry's. CC is a little bit more sleazy though with their commision hunter system.
