My wife lost her [old original 2G] iPhone, so we went to the AT&T store in Eagan, Minnesota to buy her a new [3Gs] iPhone.
We encountered sales consultant David Long, who helped us.
David is the best B2C salesperson I've seen (as a consumer) in quite some time. Here's what David did right:
1. He was professional and helpful.
2. Without being overbearing, he drove the interaction. He didn't merely ask questions, he took the lead. But he also listened, reacted, and most of all, sold us. We even bought the MobileMe app and the extended warranty (something I NEVER do).
3. He was sales driven. He didn't miss any opportunities to move the sale forward, even asking me if I wanted to buy a new 3Gs iPhone when I admired my wife's new phone (I still have the old 2G iPhone).
4. He laughed at my jokes.
So congratulations to David Long, the recipient of our fifth "Love Your Customer" award. It's my mission to get all B2C sales professionals to sell like David.
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[My wife found her old iPhone in the pocket of her robe. I'll have to give it a couple months and then try the same tactic so I can get a new iPhone.]
If you like this post (or don't) please leave a comment. Skip Anderson is the Founder and President of Selling to Consumers Sales Training. He works with companies and individuals who sell to consumers in B2C, retail, in-home selling, and the financial, real estate, and insurance markets.
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