The work has just begun because once you get an order or sell a service, you have to deliver on time, manage schedules, and ensure commitments are kept.
- This seems obvious, doesn't it? If you tell your customer you're going to deliver on a certain date, at a specific price, and with the specifications required, then it's pretty much set in stone and case closed, right? Well, it sure should be. And delivering on your promise ties right in with credibility, trust, and ethics. I can't stress enough how important those qualities are for a salesperson. If you don't deliver on your commitment, then your failure also impacts the buyer negatively too.
For a salesperson, losing your credibility and trust will impact your success and respect within your industry. That's how critical delivering on your promise is. So, why then am I including it in this course? Well, your credibility as a salesperson runs through all of the steps of the sales process. It all ties in with delivering on your commitment. You need to be open, honest, clear, and direct with your buyer, almost like being a partner with them. Then it leads to the foundation of establishing a reputation of trust and professionalism as a salesperson.
It's critical that you're aware that after your buyer places an order with you and your company, he or she is tied to that business as much as you are. They've committed to purchasing that product or service, and people within their company are expecting that product or service to help them make money, perform better, solve a problem, or make them more profitable. The buyer is now on the line and trusts you to deliver. Unfortunately, there are times when manufacturers don't deliver on their promises. Timelines may be missed or hidden costs surface long after the fact.
That's inexcusable. However, sometimes issues do arise that may delay deliveries, the quality assurance may be impacted by flaws in programming, or the scheduling may have been too aggressive to begin with. There have been times in my career when that's happened to me. Early on in my career I had an order due on a specific date and a lot was riding on it to arrive on time since the buyer had tied other promotions to link in with my company's product. We had built in some extra time in the schedules but due to some delays elsewhere in the pipeline, I was alerted that our cushion was gone.
With three weeks to go before the delivery date, everything needed to work perfectly with no hiccups in production and manufacturing. As soon as I knew of that new risk I should have alerted my customer. Instead, I lost three weeks of sleep and stressed myself into such misery. I got lucky and the products arrived on the due date but I learned a painful lesson. You do need to deliver on your promise, but if something does go awry then you immediately need to let your buyer know and also your managers, so you can work together to develop a solution.
I did have a case where a product got ordered and got delayed, and I needed to call the buyer. She was grateful and we were able to work out an alternative to cover her until my product arrived. If I had not contacted her, not only would I have gotten in trouble, she too would have been reprimanded for not managing it properly. It's just not a purchase order you've received when you close a sale, it's a commitment to deliver on your promise. It links in with being honest, direct, and open with your clients, customers, and buyers.
I used the words credibility, trust, and ethics to begin this movie. Delivering on your promise is the backbone and the foundation of every successful sales professional.
- Gathering information
- Assessing needs
- Presenting and selling your product or service
- Delivering on your promises
- Following up with your customer
- Reporting and communicating back to your company
- Improving your process continually
- Learning from other sales processes
- Applying your sales process to other aspects of your life