There is a famous saying that states, “Sometimes you must lose a few battles in order to win the war”. I find that this attitude may apply when working with today’s customers as well. Let me explain.
Potential customers have more information available to them than ever before. Access to this knowledge makes some feel… let’s just say, confident in their newfound sense of wisdom. We know that occasionally what they believe to be so is not necessarily reality.
When a customer makes a statement, or holds an opinion that you know to be incorrect, ask yourself: does this really matter to the integrity of the sale? If the answer is yes, then you obviously must tactfully explain your reasoning.
However, if the answer is no, let it pass! You do not have to be right all of the time. Our job is to make sure that the customer is well served with both her product purchase and the experiences connected to it, not to come off as a self-anointed expert.
As the customer, we all want to feel as if we are in control of the purchasing process. Constantly correcting a customer may or may not get them to change their opinions of either you or your proposal. Unfortunately, however, it may get them to change where they thought they would feel most comfortable making their purchase. Don’t let this happen to you!
Tom Jennings
