Would you miss your salesman? Part 3

Here's another question about salesmen: "Would people buy your company's product(s) in spite of their salesmen?" -Tobin Johnson

Tobin's company is going through a major purchasing process. They like company A's salesperson, but not the product. Company B is the exact opposite, they don't like the salesperson, but the product is exactly what they need. He says they might buy Company B's product, but not because of the salesperson.

YIKES!

This should be an easy decision right? Buy the product that fits best for your organization, not a hard decision? WRONG! In one of my previous posts, Sales and Service, I explain why. "How you sell me is indicative of how you will service me." For Tobin's company those alarms are going off, and they should be. When you are buying something you aren't just buying the product you are buying everything else that comes with the product; such as the service, support, etc.

Lets look at it this way, would you buy a car from a dealership that had a sketchy salesperson and gave you an unsettling feeling about their service department? No. Even though it was hands down the best car on the market? Nope. Why? Because you would feel like you were all alone on a deserted island.

Now lets look at the reverse.

The dealership is top-notch, and you would let the service manager date your daughter. But the car is well... a bit less-than desirable. I bet 9 times out of 10 you buy from this dealership. Why? You feel like someone has your back. If that car blows a johnson-rod, or specs on the inline girder aren't spot on... no problem they will have your back.

Your not just buying the product, but the implied relationship that goes with the product.

So back to Tobin's question. "Would people buy your company's product(s) in spite of their salesmen?" Initially I would say yes. But the chances of a repeat sale, and buyers remorse are incredibly high. And the odds of keeping that customer for any period of time are stacked against you. Why? Well there is only so much relationship building a product can do, before you need the intervention of a contact person.

The Selling Point:
Sales is more than a transaction. It's about building a relationship with the customer to solve a problem. Good salespeople build solid relationships, and don't leave it to the product to do all of the leg work.
In my opinion, if your going to spend the time to develop a market dominating product, you should put as much effort into training and educating your salesforce as you did into building your product.


As always keep the comments coming on Part 1, 2, or 3.

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