Dealing with Buyer’s Remorse

In the book The Sandler Rules, David Mattson portrays all types of tips and ways to effectively close a deal and make a sale. One of the most intriguing rules he gave readers was rule number 6, “Don’t Buy Back Tomorrow the Product or Service You Sold Today.” Mattson gives three points in the begging to help clear this rather confusing title up for us; 1) Deal with Buyer’s Remorse, 2) Get the order and get out is not the answer, 3) Give the prospect the chance to back out. It was rather humorous how in the “old” days the saleswoman or salesman would get back to the office as soon as possible to write up the sale just before the customer had time to change their mind and experience buyers remorse. Buyers remorse is “the sense of regret after having made a purchase” according to Wikipedia. If we are completely honest with each other, we have all felt this at least once after buying a pair of shoes that cost to much, or purchasing a car we knew that we would not be able to make the car payments on. Buyers remorse is a feeling that everyone goes through. However, Mattson has given us as the salespeople the ability to reduce the feeling we give to our customers with a few easy steps. The most important of these steps is to clarify with the seller that they are 100% sure that they are willing to go through with this purchase. By laying out the plan in detail of what is going to be done with this service or fully describing the details of what the product is to the buyer, buyers remorse is drastically reduced. The last point Mattson makes is this, “Giving the prospect a chance to back out while you’re still face-to-face to deal with his concern or doubt is much better than receiving a voice mail message that says, “Hold the order, I’ll call you next week to explain.” Buyers remorse will always exist, it is up to us as the salespeople to take care of it the best we can.