waiting for a response.. what to do?

Quote:

Originally Posted by rox2006

what do you do when you are waiting for a response?.
is it rude to call back a customer/or email them back to see if they are still interested in the product?.. is this pushing?

or is it better to let it be?

This was always tough for me as well, but then I also used to suffer from social anxieties (amazing how sales changes that), and was often afraid to call them for fear of failure.
Anway...
I would say it is always better to call back and "see how things are going" with your client. If you haven't set up a protocol in your first meeting as to the how's and when's, you can just play it casual and friendly - ask them how they are and were they able to make a decision yet - that kind of thing.

In my business, swimming pool remodeling and refinishing, people are calling us and making appointments for our sales people to come out. What I constantly have to remind my sales force is that they are there for a reason. The homeowner WANTS us to sell them our product. They called us and usually three other companies to see who is the best. So the sale is made, it is up to salesperson to convince the homeowner we are the best.
So if you don't follow up, and don't call them back...well, your chances of getting the sale are greatly reduced.

However, I imagine this is very different with "cold call" selling. But I would still say it is definitely better to call back and be a little pushy, especially if they were remotely interested in your product. It's better to have a definite YES or NO, than the lingering maybe. It's not rude, it's sales.

Jill Konrath has a post on her Selling to Big Companies blog called "Keeping in Touch Strategies" that gives a few ideas about this.
http://sellingtobigcompanies.blogs.com/selling/2006/12/keeping_in_touc.html

You should always call back. Don't assume that just because the customer hasn't called you back that they are not interested anymore. Maybe other things came up, and the purchase of your product dropped on the priority list, and it's one of those things they will "get to".

With that said, if you have tried to get in touch with them and not received a response, it's worth it to make one last attempt and leave a voice mail saying something to the effect of "Mr./Mrs. Customer, I have been trying to get in touch with you in regards to the purchase of Product X that we discussed a few weeks ago, but have not heard back from you. I assume this means you are no longer interested, so this will be my last communication in regards to Product X. However, if things change and this becomes a priority again, please feel free to contact me at..."

I have had many customers call me back immediately after receiving this message apologizing for not getting back with me sooner, and giving me a status update to the purchase of the product. It forces the customer not to take your next follow-up call for granted, and puts the ball in their court.

It is also worth keeping in touch after a prospect does not give you business at first. I know some people don't agree with this method, feeling that a No is a No, so don't they waste their time.

However, in some cases (not too rarely, either) it makes sense to have occasional contact with a prospect, especially if they tell you they're "just not ready." Maintaining such contact may only cost you a phone call once or twice a year.

Case in point, I'm going to a trade show later this month, and got in touch with a few long-time prospects. One of them told me that after three years of our meeting up at this annual event, his company might be ready to use our services. It was a great phone call to make, and the three years of staying in touch may soon pay off.

Also... there's always the chance that during one of these phone calls, your prospect says "I still can't use your product, but one of my colleagues may really benefit from this." Even better, when you stay in touch, why not ask your prospect if he HAS a friend or colleague who can use the service!

In my experiences, in ANYTHING you do...it is best to allow the person you are speaking with to know EVERYTHING that you know that could be of ANY benefit to them. People have very busy lives, and thus do not have the luxury of waiting around wondering when you could call with pertinent information pertaining to the matter you're involved in.
Not only will your customer appreciate the convenience (which provides a value to your service) but it will also create a trusting relationship (or at least the start of one) with your customer, as well as allowing them to plan their business with you around THEIR schedule....they will respect you more in the future for this.
The greatest road block when it comes to sales is trust...you need to "put all your cards on the table" so the customer does not get confused, and feels empowered every step of the way.
By being completely open and honest about every step of the proccess you are placing the other party "on YOUR team" and hence strengthening the bond that you will form with your customer.
In my opinion...the customer DESERVES to know EVERYTHING ahead of time....because "last minute" provokes a "panic decision".

waiting for a response.. what to do?

Follow-Up Forum