Customers Who Give Themselves Up

When people up and ask (or almost ask) for the product, your firm's principal need isn't for a salesperson; it's for an order taker. Sales departments often exert pressure on management to route all such orders through them. There is only one reason for this—money. Once they touch the client they have a genuine claim to a commission from any resulting sale.

Ironically, customers that contact you directly have been 100 percent sold on your product. Once such imminent sales are re-directed, conversions drop noticeably. Salespeople don't handle such inquiries that fall into their laps as positively as those they have generated themselves. Customers sense this and hesitate. The best thing you can do with an unsolicited order is to accept the order gracefully and process it immediately. Gather additional details casually if you can. Three or four weeks after they have received the goods, pass the details to the most suitable member of the sales team who can find out how they are getting on and begin building a regular relationship.

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