When Sales Go Wrong and How to Fix It
In the field of sales, many different factors make up the job. Sales personnel must know about their products, services, and business; they must understand the costs, shipping, and time it takes for consumers to receive their purchased goods; they must know when products are running low or when they are discounted, and they have to know how to sell the product to people.
While it is a lot to keep track of, sales managers and businesses can keep their employees one step ahead by preparing them for possible issues that may arise. Whether it be within the team or between an employee and customer, use these tips to prepare for when sales go wrong.
For customers:
Immediate Communication. Anytime there is an issue with your sales or product; you must notify the customer in a timely fashion to give them the chance to plan and address any inconveniences that may arise. It might not be easy, but it is necessary. With the proper timing and approach, it is possible to build a stronger relationship based on the accountability and responsibility displayed.
Improve comfort. Find a way to help the customer deal with any inconveniences caused and never put any blame on them. Work to diminish the blow as much as possible, and allow them the opportunity to discuss any fear or disappointment they may have.
Apologies. Learning to apologize appropriately is a skill that is utilized in all areas of life. However, when it comes to sales, an apology should not be the first thing on your mind. Without a plausible solution, the customer won’t be receptive to the apology and may find it condescending.
Compensation. When it comes to business, the number one motivator is profits, which is driven from consumers. Therefore, when a consumer takes a loss–whether that be through products or services, they should be compensated for more than they lost to ensure their business stays with your company, and that their negative experience dissipates.
For employees:
Education. Stay ahead of the potential issues by keeping your team educated and up-to-date on all things sales and your company. By involving them in the metrics of the company, the sales staff becomes more than their own sale numbers.
Team Tension. No matter what field or industry you work in, tension and conflict are sure to arise. If unaddressed, these things can impact the workplace culture and overall productivity. Rather than allowing it to brew, pay attention and encourage employees to communicate. Chances are it is all a misunderstanding.
Stop talking. One of the quickest way to lose a sale before hanging up the phone is continuing to talk to the potential customer after they have expressed readiness to get started. By trying to further sell, personnel may say something that could make the customer think twice. Rather than taking the chance, stop discussing the product after they’ve agreed to give it a try, and move into solidifying the sale.
About Joseph Benevento
Joseph “Joey” Benevento is an accomplished former Naval Officer. Having served 12 years, he has learned a to make intelligent and quick decisions in life-threatening situations. His fighting spirit and inherent ability to lead naturally align him with the field of Sales and Marketing.
In the military, being personally driven to succeed is the single most important driver for promotion and Joey has displayed self-motivation from a young age. By playing sports in high school and college, he harnessed a healthy competitiveness that continued to drive him even off the track or field.
While serving in the military, Joey held several different leadership positions. His career was heavily focused in the Naval Special Warfare community, beginning as an officer in charge of a small crew throughout SEAL training. After graduating from SEAL training, he served as an Assistant Platoon Commander at SEAL Team FIVE, then rose through the ranks to become a Platoon Commander. He also served as the Future Operations Officer for Naval Special Warfare Unit THREE and as an Action Officer for Naval Special Warfare Command. Working in the Naval Special Warfare community, constantly having to learn things on-the-go, gave Benevento tough skin, which he knows will be particularly helpful in sales.
The desire to positively impact peoples’ lives and to cultivate trusting relationships is ultimately what drew Joey to Sales and Marketing. He joined the Navy not to prove that he could do great things, but to do something that was bigger than himself; Joey wanted to help others. While seeking a new career field with the same capacity for impact, a friend suggested the Medical Device Sales industry.
He proactively learned as much as he could and after observing several computer-assisted surgical cases in the OR, Benevento knew he wanted to be a Medical Device Sales representative. Wanting to learn even more, he met with several leaders in the field so that he could really get a feel for what skills and knowledge the industry required. This is indicative of his Navy-cultivated skill set permeating his everyday mindset; he goes into every situation with a strong plan, knowing the need to make quick and sound decisions is critical.
AWARDS & RECOGNITION
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2 Joint Service Commendation Medals
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Navy and Marine Corps Achievement Medal
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2 Joint Service Achievement Medals
Outside of work, Joey enjoys staying fit and playing sports as he did in high school and college. He completed his first marathon at the Rock n Roll Marathon in Las Vegas in 2016, and likes to swim, lift weights, and take group fitness classes. These days he sticks to shorter runs and the occasional half marathon. Joey currently lives in San Diego, California.