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Topic:
Need a pep talk, cheap customers are making me want to quit!
This thread has 71 replies. Displaying posts 1 through 15.
Post 1 made on Monday March 10, 2014 at 19:07
Dave in Balto
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Looked at a two jobs last week, one is four rooms of audio and surround sound. Guy couldn't tell me a budget, just that he didn't want top of the line and didn't want crap. He told me that Best Buy tried to sell him an entry level 60" Sharp and a $250 receiver and he knew he wanted better.

I gave him a quote today, he said I was way too much, and he wanted to spend $5K for the system including speakers, electronics, etc.. And that he wanted to re use his speaker selector and Harmony from his old house.

The next one I looked at told me he didn't want anything too high end because he didn't care about how it sounded. (real excited to do this one) two systems, one upstairs, one downstairs, I quote him some entry level Yamaha AVR, $600 sub sat speaker system, Pro control R remote, then the usual, network switch for each system, basic power, basic cables, total of $6k for both systems installed, I thought he was going to have a heart attack.

If the system got any lower end I don't want to be associated with it, is that wrong of me? Do I just do what the customer wants, or say that these two guys really aren't my customers.

God, I have a vacation in four weeks, it can't come soon enough.

thanks
Hey, careful man, there's a beverage here!

The Dude
Post 2 made on Monday March 10, 2014 at 19:11
cgav
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First one sounds like it's salvageable. Just needs to be sold on you. The other one - I'd probably tell them we weren't the company for their needs.
Post 3 made on Monday March 10, 2014 at 19:15
Eastside A/V
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Rule 1; remember this is business.

if you can provide a system that meets 'their' needs and MAKE money (preferably more then your opportunity costs); then do what you can as you never know what the future of that customer may be (remember the long term value of a client can be huge)...if installing a system that meets 'their' needs will cause you to lose money now or in the future, then tell them you will have to pass/may not be the right fit for them at this time.

I just told a guy I was not interested in looking at his project because I couldn't reasonably meet his budget. His budget was 3k for a conference room (projector, screen, avr, speakers, equipment stand of some form, cabling and install)...told him unless he could get to 5k it was not worth my time to do the consult; he found someone else and I don't have to worry about how much time and money we'd loose on that project.

...remember, its just business, don't take their budget constraints personally.
Bryan Levy
www.eastsideav.com
Gallery: [Link: eastsideav.com]
Post 4 made on Monday March 10, 2014 at 19:19
mwstorch
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+1 to Eastside AV.

At the end of 2013, I decided that 2014 would be the year of "no." Saying no to bad work is liberating. You know a bad job when you see it. To quote Nancy Reagan, just say "no." You'll be glad you did.
Post 5 made on Monday March 10, 2014 at 19:53
goldenzrule
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Dave, I feel your pain. I can no longer count the amount of times I have not be able to get any kind of budget out of a customer, only to have them tell me the proposal is too high. I even had one last year in which I was told the budget was $10,000 and I came in at $7,000, and they said they could not spend that much money right now.

I too have decided this year will be different. I have fired two clients already. Both I have worked with for at least a couple years. Both were a drain on my energy and resources. They did not want to spend the appropriate amount of money to accomplish what they wanted to do, and both either bitched come paying the bill time, or would not pay without me chasing. One of them I had to go to their office with the threat of removing the equipment (I know I couldn't but they didn't). We walked in with a ladder, I walked out with a check.

At the end of the day, this is a business. If I am spending far too much time trying to get paid or trying to make the incorrect products perform functions they were never intended to, then it's time to walk away. Now if the clients had no issues paying me to keep working on the systems despite their improper use, then I'd have no issues with it, as the money would be coming in. It may sound harsh to those that do not run a business, but this business pays my bills. It is my responsibility to make sure that it continues to do so.
Post 6 made on Monday March 10, 2014 at 20:06
Audiophiliac
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Amen brother. Start telling those kinds to go source their own equipment, and you can install it at your hourly rate and not give them any warranty on it and no guarantee it will do what they want it to do. Like you said though, it might be better to cut your losses ahead of time and walk.
"When I eat, it is the food that is scared." - Ron Swanson
Post 7 made on Monday March 10, 2014 at 20:07
Intecon
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202
I have said NO to every one of the existing systems that I have ben called to fix
or replace that were previously controlled by Harmony remotes for the last four years. Not No to fixing there system, or replacing equipment, but to programming the Harmony remote. When you explain to the customer that from a business point of view, they completely understand why you are not interested in taking on
the responsibility, and they are the first to tell you that it never worked right from the beginning. feeling sorry for them, and trying to help them out is a loosing battle and does nothing but suck up your time.


Post 8 made on Monday March 10, 2014 at 20:16
Hasbeen
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By a show of hands, who here has read a sales book?


Crickets.


If you guys actually knew how to sell something you'd be dangerous.  You'd also have more money in the bank.  These are some of the simplest objections to overcome.  If you can't overcome them, you need to spend less time studying manuals, and more time studying the thing that actually puts food on the table.

 
OP | Post 9 made on Monday March 10, 2014 at 20:34
Dave in Balto
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[Link: amazon.com]

Which one are you talking about, I'm going to find it on amazon and order it from a local mom and pop book store.
Hey, careful man, there's a beverage here!

The Dude
Post 10 made on Monday March 10, 2014 at 20:39
Zohan
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This onesbeen recommended a few times
[Link: amazon.com]
Post 11 made on Monday March 10, 2014 at 20:43
highfigh
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#1- Qualify the customer. If this means that they become annoyed by all of the questions, explain that asking the questions is the only way to find out what they want. If you feel like blowing the sale quickly, add "because you sure as hell aren't telling me".

#2- Sell them on YOU. The products are really secondary, but brand loyalty can either help or hurt you, depending on where you stand on the brands they're loyal to.

#3- Sell from top, down. It's far easier to move someone down in price, but make a point of telling them what they'll lose. People don't like to lose things.

#4- If they balk, ask for their objections. If they can't name any, ask if there's some other problem. If they want to think about it, ask if they're considering another bid. Overcome any objections they have. If they no longer have any, ask why they don't want to commit.

#5- ASK FOR THE SALE AT LEAST THREE TIMES, BUT DON'T WAIT UNTIL THE END OF THE PRESENTATION!!!!!!!!!!!

Most sales aren't going to the people who know the most about the equipment, they go to the ones who know how, and when, to ask for the sale.
My mechanic told me, "I couldn't repair your brakes, so I made your horn louder."
Post 12 made on Monday March 10, 2014 at 20:45
Hasbeen
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Read everything Jeffrey Gitomer writes.

Start with the Sales Bible..

Then work your way to the smaller books

Little Red Book of sales
Little Black Book.....
Little Green Book......

The little books are short, sweet and to the point.  You might even start with the little red book.  Then you'll know what you're getting.  But the Sales Bible is a must read.

These are not stodgy sales books.  
Post 13 made on Monday March 10, 2014 at 20:46
Hasbeen
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On March 10, 2014 at 20:43, highfigh said...
#1- Qualify the customer. If this means that they become annoyed by all of the questions, explain that asking the questions is the only way to find out what they want. If you feel like blowing the sale quickly, add "because you sure as hell aren't telling me".

#2- Sell them on YOU. The products are really secondary, but brand loyalty can either help or hurt you, depending on where you stand on the brands they're loyal to.

#3- Sell from top, down. It's far easier to move someone down in price, but make a point of telling them what they'll lose. People don't like to lose things.

#4- If they balk, ask for their objections. If they can't name any, ask if there's some other problem. If they want to think about it, ask if they're considering another bid. Overcome any objections they have. If they no longer have any, ask why they don't want to commit.

#5- ASK FOR THE SALE AT LEAST THREE TIMES, BUT DON'T WAIT UNTIL THE END OF THE PRESENTATION!!!!!!!!!!!

Most sales aren't going to the people who know the most about the equipment, they go to the ones who know how, and when, to ask for the sale.

This is absolutely right.  I seriously doubt after reading this that anyone else on this entire site has multiple Closing Statements other that me and Highfigh
Post 14 made on Monday March 10, 2014 at 20:48
Eastside A/V
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...raises arm half way, skimmed some when I was a young sales puke...now I'm too busy keeping up on what everyone on remote central is doing :)

Opening with random topic of the day...and responding to "just looking" with random open ended questions (a bit more showroom focused then what we deal with now)

- Favorites: 3F's (Feel, Felt, Found); HCHC (Hear it Confirm it Handle it Close it); 3 No's (No is a request for more information)...all a bit cheesy, but work to varying degree's.

Top Down Selling (Best Better Good) - Though I usually just go with the right product and save myself the time now a days.

SWISS (Sell What's In Stock Stupid!)

KISS (Keep It Simple Stupid!)

Ask for the sale - Assumptive Close (We have some availability as early as next Tuesday, will that work for you?) and Alternative Closes (Did you want to go with the 55" or 60" Samsung) were also some of my favorites; as well as starting the review process with which upgrades (or control option) 'they'd' like to go with.

And sales is a numbers game, the more times you swing the more hits you get...or the faster you strike out and doing something else to pay the bills.

*also a great point about closing on >you<; I discuss this frequently - gear is gear but who you build the relationship is what matters...

I frequently discuss that we're probably not going to be their least expensive option, but in turn tell them clients choose us because we are very good at what we do and in the long run this business is about relationships and who you work with matters.
(I won a 70k commercial job that's continues to add about 30-40k of business per year to the bottom line this way)

Last edited by Eastside A/V on March 10, 2014 21:04.
Bryan Levy
www.eastsideav.com
Gallery: [Link: eastsideav.com]
Post 15 made on Monday March 10, 2014 at 21:23
Hi-FiGuy
Super Member
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I have developed and inner light bulb, when it turns on I give myself 5 minutes to end it. As soon as I realize the situation is going nowhere I find away to politely and kindly end the transaction.

I have watched others do the same thing except they are rude and just walk away usually saying something stupid that guarantees if someone is on the fence they will not see you again.

There is nothing wrong with saying no and moving on to the next opportunity.

More importantly believe in yourself, be confident, do your thing and walk away quickly and politely, that will get you more sales than you think,

NEVER appear desperate or beg, you have lost control already.

Try and listen to what they are saying and think about it from different angles to get to the same end.

When you are with somebody make them feel like they are the only thing the universe that matters.

I will be checking some of these books out.
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