In Sandler’s Core Concept #6, entitled “Don’t buy back tomorrow the product or service you sold today”, the topic or return prevention is covered. As a consumer, the option to return a product is one of convenience and creates low-pressure when transacting. Many stores and retailers have certain policies for returns, whether it be a 30-day window or a strict “no return” policy, the option to return a product is typically considered when consumers make their purchasing decision.
However, when transacting through a sales representative/agent, the process for a consumer to make a return isn’t quite as menial. Although a return is something a representative will most likely accept, that doesn’t mean the salesperson is “happy” to. However, buyer’s remorse is a very real thing and salespeople need to learn the preventative measures when transacting that will keep a client from returning the salesperson’s product/service.
First, a salesperson can use a negative reverse which involves doing something that the customer would not anticipate. For example, the salesperson when using this tactic may say “We probably shouldn’t do business if this isn’t a perfect fit for your business”. Such a statement evokes trust between client/salesperson.
Secondly, a salesperson could also take the effort to confirm the sale so that it doesn’t occur. Such can be done via asking “What would cause you to call me to ask if I could put the contract on hold.”
Ultimately, there is no way to 100% prevent a return. However, if a salesperson builds a strong relationship – the possibility of such can be drastically lessened.
BoweryJE22
I think this is a helpful and informative summation of Professor Sweet’s lecture. As people in sales, it’s our job to be thorough and take those extra steps in order to ensure a sale, but sometimes that can be a difficult thing to do. Thanks for sharing!
Great blog posts. I believe that a great sales pitch can highly prevent returns. If the salesperson can build a strong relationship with the prospect, that can evoke an emotional connection where the prospect would almost feel bad for returning the object.
Strong relationships can definitely help avoid returns. Being willing to be upfront and honest about why a customer would ever want a return can be a good way to ensure they are totally satisfied with their purchase.