Wednesday, August 24, 2011

Just to clarify my thoughts

There is a time between proposal and the answer which can be really awkward.  It's hard to know whether the client is taking other bids, just busy or really considering your proposal.  If he is considering your proposal, then why is he taking so long?  What's the big consideration?  It's important to find out. This tool "Just to clarify my thoughts" is a way to do that"

Say I presented the proposal last week. The client is in the considering stage and there is no feedback.  It is important you call the client at some point to assist him or her with the decision.  It's a matter of simply asking the question - what's the holdup?!?!

You on phone "Good morning Mr. Johnson,  I am calling to follow up on the proposal we discussed last Monday."

Mr. Johnson "We are still considering it.  My partner and I are almost ready to make a decision"

You "I understand you would want to take some time to make this decision, I would want to discuss it with my partner also."

"Just to clarify my thoughts, what is it you and your partner are weighing?"
"Is it me?  We have worked together for a long time, are you struggling with my services?

Mr. Johnson "Oh, no, you have been very trustworthy and dependable.  no problem there"

You "then is it the quality of the product you are concerned about?  Possibly the features?"

Mr. Johnson " Oh, no I think the features are fine. "

You "Is it the delivery or terms of sales that are a problem?"

Mr. Johnson "No, delivery of three days and the terms are not a problem"

You "Well, Mr Johnson,  Is it the price"

Mr. Johnson  "Truthfully, the price is the main concern and we are trying to find a way to work it into our budget for next year.."

You " Well Mr Johnson, perhaps if we could work out a payment arrangement on the main unit and purchase the secondary units next June.  Would that help you make a decisiion today?"

There are three parts to this ... Sympathizing, Close statement, and the questions. Each has a distinct purpose.  Sympathizing draws the customer to you. It brings it from confrontational to sympathetic - an emotionally comfortable place to be.  This opens the client up a little instead of running defense against you.

The second part is the close statement.  It is best to have this memorized. 
"Just to clarify my thinking, what is it your thinking about?" gives a reason for asking.  Again drawing sympathy.  You are saying, "Please help me understand"  it causes collaboration.

The third part is the probe.  Start off with the most secure first.  Use price last.  many times price is the issue and, even if you are low, they may be checking around for an even lower price, or maybe they are waiting for feedback from their accountant for cost justification.  This is important to know. 

Be prepared with an answer for the most common areas of concern they may express.  If you think it's price don't stammer when they tell you "Yes, it's you we are concerned about"    Be ready to answer the concerns briefly and bring them back to the point of decision. 


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