Superior Sales: When the Bullets Fly
What you tell customers is what they expect to happen.
I was patiently waiting my turn to talk to a salesperson in a local Sun Com store where I was shopping for a new cell phone provider when another customer came in. One of the salespeople did the right thing, immediately acknowledging the presence of the new customer by excusing herself from her current customer and quickly saying, "Welcome to Sun Com. There will be someone with you in a few minutes." The customers immediately responded, "How long is a few minutes?" "Five," replied the sales woman. The customer glanced at his watch and the clock started ticking. I positioned myself next to the waiting, impatient customer, and at exactly five minutes from the sales woman's statement, he looked at me and said, "Her five minutes are up." And then he walked out of the store.
To stop customers from leaving the fray, I'll say, "And for waiting I will give you a GREAT DEAL." I am not saying that I'm going to reduce my selling price. What I will do is increase my services.