Selling Decisions and Ethics

Quote:

Originally Posted by pmccord

I really don't see anything wrong with Calvin's approach. I don't sell cars, but I've seen enough car purchases to know that most buyers do the worst thing possible--they fall in love with the car and everything else goes out the window--often including common sense.

If the buyer has fallen in love with the vehicle instead of sticking to what he or she really needs, simply pointing out that the vehicle they're in love with doesn't meet what they had indicated were their needs should be sufficient from both a moral and ethical point of view (unless the salesperson delibertaly set the buyer up to over-purchase, which is a totally different discussion).

I get paid a flat rate per car, so i have no incentive to talk people into more expensive cars. But people that take calvins approach would not sell very many cars. Sometimes people buy off of emotion, that is a fact. You can't force people into buying what you feel like they want, it just won't happen. I have had over 17 people quit, transfer, or get fired in my office and some of thoses people tried that approach. You have to let people buy what they want. you give them choices....

I don't see where Calvin isn't giving them a choice. He has simply pointed out that the car they indicated they want doesn't meet their initial statment of need. Now, I am assuming that they've looked at their alternatives that do meet their needs. Of course, if they haven't had the opportunity to see what does meet their indicated need, then, again, there would be an issue.

Quote:

Originally Posted by pmccord

I don't see where Calvin isn't giving them a choice. He has simply pointed out that the car they indicated they want doesn't meet their initial statment of need. Now, I am assuming that they've looked at their alternatives that do meet their needs. Of course, if they haven't had the opportunity to see what does meet their indicated need, then, again, there would be an issue.

not that big of a deal but i am just saying that if you said that 80% of people would say OK we are going to go think about it. You can't take that type of approach in car sales.....

Quote:

Originally Posted by Calvin

I would tell the prospect my opinion and leave it at that. If they want to move forward with the purchase after hearing my opinion that is up to them.

I would do the same and probably go a step further and recommend to the prospect someone that I know who would be able to satify their needs.

thanks

Quote:

Originally Posted by Houston

If during the discovery phase you recognize that your service isn't the best choice for the prospect sitting across from you what would you do?

Tricky. From a pure business point of view, I have discovered that most buyers will eventually work this out as they move through their buying process. You'll end up wasting time and they come back to you saying "I just don't understand how it's going to help me do X" and the best you can reply is "UUuuummmm"! Then they disengage.

When selling to smart buyers, tf you have a blatantly bad match between your service and the buyer's needs, then it's not worth pursuing. If the service does what they need it to do, but is not the very best service out there for them, then, "caveator emptor" (buyer beware!)

Quote:

Originally Posted by Houston

If during the discovery phase you recognize that your service isn't the best choice for the prospect sitting across from you what would you do?

This is a great question! Personally, I'd let the customer make that decision. As the salesperson, my impression of what's the "best choice" for the prospect may not be as accurate as the prospect's point-of-view on this issue!

As this applies to car sales, I used to be a car salesperson. I believe that in this case you should try to fit budget and give them a true cost to own total. Emotion is a large part of buying a car for alot of people. So people do however buy with their brains still. You need to figure out who your working with in any case.

How about how this applies to a longer term customer service contract?

Quote:

Originally Posted by Houston

If during the discovery phase you recognize that your service isn't the best choice for the prospect sitting across from you what would you do?

A long time ago I learned the sales effectiveness of Total Disclosure from some of the best sales people in America.

Since then, I have never been desperate enough to compromise my ethical standards.

Could that be due to a cause and affect relationship? We think so.

High Probability Selling derives power from high ethical standards

Quote:

Originally Posted by JacquesWerth

A long time ago I learned the sales effectiveness of Total Disclosure from some of the best sales people in America.

Jacques, excuse my ignorance, but what exactly is "Total Disclosure"? I'd like to learn. Thanks.

Quote:

Originally Posted by Skip Anderson

Jacques, excuse my ignorance, but what exactly is "Total Disclosure"? I'd like to learn. Thanks.

In selling, "Total Disclosure" is best known by its absence.
A good way to describe it is:
"The truth, the whole truth and nothing but the truth."

Typically, the salesperson tells prospects all about the features and benefits of their products and services, and little if anything about the detriments.

A legal definition of it can be called "Puffery," if it is not too blatant. An ethical description could be "lying by omission."

	#12
pmccord	I don't see where Calvin isn't giving them a choice. He has simply pointed out that the car they indicated they want doesn't meet their initial statment of need. Now, I am assuming that they've looked at their alternatives that do meet their needs. Of course, if they haven't had the opportunity to see what does meet their indicated need, then, again, there would be an issue.

	#17
staceylee	As this applies to car sales, I used to be a car salesperson. I believe that in this case you should try to fit budget and give them a true cost to own total. Emotion is a large part of buying a car for alot of people. So people do however buy with their brains still. You need to figure out who your working with in any case. How about how this applies to a longer term customer service contract?

Selling Decisions and Ethics

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