PeopleSmart in Business eBook - The Platinum Rule

train new employees at no additional cost?” In short, point out the
things your company does as well or better than your competition. Do
this in a factual, professional way that is based on allowing them to do
a comparative cost-benefi t analysis of the options.
#5—assuring C customer satisfaction
Set a specifi c timetable for when you’ll measure success. Continue
proving your reliability, quality, and value. Make yourself available for
follow-up on customer satisfaction. “Mr. Quimby, I’ll check back with
you on Tuesday morning, if that’s all right, to make sure that your
new phone system is functioning correctly. Here’s my card with the
numbers of my offi ce, home, and emergency 24-hour hotline if you
experience any problems.”
SALES AND SERVICE STRATEGIES FOR DEALING WITH
CAUTIOUS THINKERS:
• Prepare, so that you can answer as many of their questions as soon
as possible
• Greet them cordially, but proceed quickly to the task; don't start
with personal or social talk
• Hone your skills in practicality and logic
• Ask questions that reveal a clear direction and that fi t into the
overall scheme of things
• Document how and why something applies
• Give them time to think; avoid pushing them into a hasty decision
• Tell them both the pros and cons and the complete story
• Follow through and deliver what you promise
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