{"id":1050,"date":"2012-05-10T11:56:20","date_gmt":"2012-05-10T16:56:20","guid":{"rendered":"http:\/\/etereman.com\/remanu\/?p=1050"},"modified":"2012-05-10T11:56:20","modified_gmt":"2012-05-10T16:56:20","slug":"questions-and-answers","status":"publish","type":"post","link":"https:\/\/etereman.com\/remanu\/2012\/05\/10\/questions-and-answers\/","title":{"rendered":"You've Got Questions. Captain Reman Has The Answers."},"content":{"rendered":"
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Embed from Getty Images<\/a><\/div>\n
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Last week we received many topic suggestions and even more questions from our readers. I\u2019m going to do my best to answer every single question over the next few weeks. If you\u2019ve got more questions\u2026keep them coming!
\nReader Question: Do you have a list of Sales no no\u2019s?<\/strong><\/em>
\n Worst thing in our business are our sales people always saying:<\/strong><\/em>
\n – No I don\u2019t have it here, but I can get it<\/strong><\/em>
\nToday\u2019s society is a \u201cneed it right now\u201d society<\/strong><\/em>
\n But, there are ways to combat that; I tell my staff don\u2019t say I can get it, say I have it in my warehouse and ask when do you need it delivered?<\/strong><\/em>
\nMy wife orders all the x-mas stuff on line; she doesn\u2019t give a hoot where it comes from just so she is getting it at the price she wants it for and she gets it on time.<\/strong><\/em>
\nThanks, Sean<\/strong><\/em>
\nHi Sean-
\nGreat question. This is something that many sales people struggle with. Why? Because you\u2019re trying to balance two seemingly opposing goals:
\n1. You want to make the sale!
\n2. You don\u2019t want to overpromise or lie.
\nHere\u2019s the reality: you\u2019re in a relationship business. The automotive parts business, unlike consumer goods purchased on the internet, is all about the trust you\u2019ve built with your customers. It\u2019s why they\u2019re calling you in the first place. They want your service. They want your warranty. They want your word. They want the same performance that you\u2019ve delivered time and time again over the history of your dealings.
\nBut keep in mind that just because you don\u2019t have something in stock doesn\u2019t mean their need goes away. It means they\u2019re going to call someone else \u2013 who will work very hard to build a new relationship with your customer.
\nHere\u2019s what to do:
\na. Start your response with anything other than \u201cNo, I don\u2019t have it\u2026\u201d The negative gives callers an easy out.
\nb. Instead try, \u201cYou\u2019re in luck! I see one of these in my network. When are you going to do the work on the car?\u201d
\nc. Or, \u201cGreat news! I found just what you\u2019re looking for. It may take an extra day \u2013 but it will be worth the wait. What\u2019s your PO?\u201d
\nd. The key is to always start with something POSITIVE and FRIENDLY.
\ne. If asked \u201cSo is it at your yard or what?\u201d reply, \u201cNot yet\u2026but I can get it on its way quickly and I\u2019ll put my stamp of approval and warranty on it before I deliver to you.\u201d
\nBONUS TIP ABOUT TIME: Everybody says they \u201cneed\u201d everything right away. Avoid asking, \u201cWhen do you need it?\u201d because you\u2019ll hear more lies in response to this question than any other. Try, \u201cWhen are you going to do the work?\u201d or, \u201cWhen are you going to install it?\u201d<\/p>\n

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Reader Question: I just got a customer feedback request from my wife\u2019s credit union that addressed me as \u201cnull.\u201d No kidding, \u201cDear null.\u201d Up until that point, I had been pleased with the response I had received from them. So my question is, do surveys make things worse?<\/strong><\/em>
\nRegards, null (aka George)<\/strong><\/em>
\nDear Null,
\nThe survey itself is not the problem. The problem is that the credit union is focused more on saving money than it is on serving its customers. The reason many people choose credit unions over banks is for the personalized service and high-touch relationship credit unions often provide. The fact that yours sent out an automated survey with a computer generated \u201cpersonalized\u201d greeting flies in the face of the credit union\u2019s brand promise. This wouldn\u2019t have hurt as much if it were sent by Wells Fargo or Bank of America. You expect to be treated like a number (or a null) by a big bank.
\nThe survey was likely sent by the IT department or a third party service who is so focused on bulk mail rates that nobody thought to scan the file for inaccuracies. Certainly, a human being never put his eyes on your survey. I\u2019ll bet the response rates are strikingly low. And I\u2019ll also bet the survey was not sent by your branch, but by a department at the corporate headquarters that has not interfaced with a customer directly in years.
\nShould you be mad? Maybe<\/strong>.\u00a0Should you take your business elsewhere? That\u2019s up to you.<\/strong>
\nI\u2019d judge the credit union on the experience they give you at the branch itself. How friendly are they? How helpful are they? How diverse are the services offered? How\u2019s their website? How\u2019s their online banking? How\u2019s their bill pay? How\u2019s their drive-up window? How\u2019s their phone system (can you actually get through to a live human being quickly)? How responsive are they to your needs?
\nSo what\u2019s the lesson? Be careful about anything that you send to your customers and prospects. Every touch matters. Every email, every letter, every survey, every phone call, every greeting counts. If you\u2019re addressing people as \u201cnull,\u201d that\u2019s how much profit you can expect soon.
\nPS I\u2019ve been a very happy member of UWCU in Wisconsin since 1996. If you\u2019re reading this and you happen to live in Wisconsin\u2026I wholeheartedly recommend you check out the branch closest to you.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

Embed from Getty Images Last week we received many topic suggestions and even more questions from our readers. I\u2019m going to do my best to answer every single question over the next few weeks. If you\u2019ve got more questions\u2026keep them coming! Reader Question: Do you have a list of Sales no no\u2019s? Worst thing in […]<\/p>\n","protected":false},"author":9,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_mi_skip_tracking":false},"categories":[4,7,1],"tags":[112,113,20,14],"acf":[],"yoast_head":"\nYou've Got Questions. 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