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A salesman who needs to follow up the offer/proposal sent out

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The situation:
Salesman: We have sent you the offer last week, did you get a chance to read it?
Customer response:
No, I did not have time to look at it yet
Or
Yes, I read it already

How do you handle this situation effectively?

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Answers

  • Tuan Anh Vu's picture
    Tuan Anh Vu
    1342314687

    Why you ask closed question

    During sales, the closed question - leading to Yes or No should be avoided as many as possible. When your sales rep asking such question, the yes and no will lead to no where

    Your sales rep should revise the question as examples

    How do you evaluate our offer last week to meet your requirements

    Could you revise our offer and send the feedback so we can meet next week to discuss more

    How about the offer and things that you mentioned during the last meeting.

    If the clients still do not answear. may be you chose the wrong clients due to reasons

    01- It is too early to sales to them
    02- may be they do not have the budget
    03- They need you only as you are the ones to participating in the bidding process. Quan Xanh Quan

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  • Dien Vu's picture
    Dien Vu
    1342204210

    How do you handle this situation effectively?

    Salesman should follow up multiples time but be patience and give the customer times to review and sometime they do needs to get an approval from next level before they can respond back to you.

    If customer said: “have not read it yet”. Possible customer was busy with other higher task, give it more times (3 or 4 more days later, follow up again).

    If customer said: “yes, read it already.” Follow up again and ask: what do you think about the offer/proposal and is there anything that you (the salesman) can do to make the customer happy?

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  • Dear All (Pascal Dam, and Dien Vu),

    Thanks for your excellent answers.

    Our offer/proposal was produced after understanding technically customer's needs during the previous meeting. And we were asked to send the documents by post. Hope the situation now is more understandable.
    Very much I like your answers in the case "Yes". Because it drives customer in a way that telling us how our offer already or not yet meet their expectation, and that setting the appointment with customer.
    In the case "No", I prefer to be able to interact and/or communicate more with customer than that I shall be in a position to call him/her again in due time without know precise reasons.

    Hope to receive more comments and advises from you all and other friends

    Best regards,

    Le Thanh

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  • Dien Vu's picture
    Dien Vu
    1342269582

    Hope everything went well, and close-out the deal. Nothing is done until documents signed !

    Even after the deal is sealed always follow up for improvement or modification to keep the customer happy and long term (many years with extending contract).

    Best of luck.

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  • Pascal Ho Ba Dam's picture

    I have this situation every day with my sales team.
    1- If the client needed the offer with explanations and comments, why didn't the salesman go and meet the client to present and explain benefits? Why sending by email or post? if it is needed.
    If the client did not need the offer (he did not read it) why sending it?
    2- If he read it: what is your comments and questions? Can I meet you in person to answer all your questions? If the answer is no need to come or I will think about it... Don't bother about this deal, it is usually dead!
    Good luck in your training!

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  • Tks Dien Vu, and wish you all the best.

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  • Hi anh Vu,

    The purpose of the SR to ask the closed question is to get customer confirmed whether he/she received yet the proposal sent by post. With his answer, SR could react accordingly.

    However, I do agree with your suggestion that we should avoid "closed" questions in sales talk as much as possiple. And thank you very much for your constructive ideas.

    Regards,

    Le Thanh

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