"Boy, I ain't never sold nuthin' to nobody."
Or so said my Father, Leland E. Cassity. Known as "Lee" to his friends. He always started every bit of life advice with "Boy," so I knew to pay attention. Dad was one of the very best salesmen who ever lived. He kept his family in nice houses, good food and fine cars for my entire life. And even though he was a salesman, he always said he was one without ever selling anybody anything. He just made sure. he said, he was around when they decided to buy...
He always said,"People only buy from those who show them how to save time, effort, energy, and money. And sometimes grief." To show them how. To facilitate. To arrange. To broker. To mediate. To lead them by the hand. To offer, and then to aid in making it all happen."
He always said if a prospective client knows you're a salesman, and he agrees to an appointment with you, then he's ready to buy what you're selling. He's just looking for you to give him a reason not to.
You just don't want to give him that reason.
Dad said he'd do his best to get that client to see him as an expert in the area in which he was selling. Someone who knew everything there is to know about the subject so his customer didn't have to. And then he'd give them advice as that expert.
"Just like it's called fishing and not catching," Dad would say, "it it shouldn't be called selling. Rather, it should be called 'buying."
Sometimes, he said, his advice to the customer was to purchase what he was selling. To buy some of it, or all of it. And sometimes it wasn't. He told me that many times he advised his propective clients not to buy what he was there to sell. After doing a full interview of that client, he'd tell them to keep their money in their jeans. And then he said he'd see them again sometime in the future. And that by so doing he'd made a friend for life. One who'd rely on his future advice on anything. For no salesman ever intentionally advised their clients not to buy, right?
Nobody. Except my Dad.
Friends, he said, are better than gold. Friends will vouch for you to their friends. They will recommend you and stand behind you. They'll be other deals and other days, Dad would say. "Never spill your candy in the lobby," he would say. "There's a movie to see. Take time to see it." You never have enough friends, he would always say. And I believed him.
Just think about that. If you made it your business to know pretty much everything there is to know about a product or service, and make it a point to be known among the community as such, and you offered up your advice on that product or service, your client would be a certified fool not to take it. But that requires you to actually KNOW everything. But it takes a lot of time and study to become that expert. A lot of time spent studying the marketplace into which that product or service is bought and sold. And used. Not very many people who call themselves salesmen will ever take the time to do that. To become that expert. Because it takes work. A lot of work. But Dad took that time.
And I have as well.
All I ever wanted to do was be a salesman. Not a lawyer. Not a doctor. And not an Indian chief. Their lives are way too structured. Too programmed. Too full of rules and regulations governing their activities. I wanted to be a salesman. An expert salesman, just like my Dad. Someone who grew to know everything about my product or service, how to use it, when, why and how often. How much it cost. And how much its competitors' products and services cost. And why mine was better. Or made the lives of those who might use it better, quicker, easier and/or perhaps cheaper.
Otherwise, Dad said, he wouldn't sell it. And people grew to know that.
"But the bottom line," as Dad would say, "was to save them Time. Time can be saved, it can be used, or it can be wasted. Or Effort. Like time, Effort can be saved by the customer, or the effort can be wasted. Or Energy. Either from the electric company or their backside. Or Grief. How much Grief can you save the client by him buying your product or service? And finally Money. Either initially, or over time. Money's almost never the most important reason to buy, regardless of what the customer tells you," Dad would say, "but Money's always on the list."
His clients would invite him to go deer or quail or duck hunting. They'd invite him and us to BBQ's. They'd send us a turkey at Thanksgiving. Who do you know whose customers treat a salesman like a member of the family? Only those salesmen who aren't seen as salesmen. Rather, as experts who advise, and whose advice is taken and valued.
My Dad told me that one of his preferred sales methods was to advise his clients he'd be providing them, as an expert, with enough information via his presentation to make an intelligent buying decision. And then, at the end of his presentation, he'd ask, "Have I?" And if the client would say anything other than "Yes," he'd say, "Oh, I'm sorry, what did I fail to cover?" Thus accepting the responsibility and blame for failing to fully advise. And giving the client the chance to tell him exactly what more information (selling) he needed. This gave Dad the opportunity to hone in on the one (or more) thing(s) the customer felt most important. Thus bypassing all their built-in sales resistance. And would not have have been mentioned by the customer via any other approach.
The result of this sales method was almost always a sale.
Another thing my Dad would state is that you need to let the customer talk. He'll tell you how he feels and what he wants if you just let him. Most salesmen, he would say, spend all their time talking, from a prepared pitch, and never let the customer talk. Even while the customer is making buying indications ("No wait, I'm not finished selling you yet!"). That's why they're salesmen and not expert advisors, Dad would say.
Dad would say that salesmen and disc jockeys and guys on the radio hate dead air. They'll talk up a storm when silence would sound better. They're afraid, he'd say, that staying quiet will cost them the sale. Let your client speak, he'd say. Stay silent and learn what your client is thinking. You have two ears and only one mouth, he'd say. So listen twice as much as you speak and you'll be successful.
I once interviewed a dozen solar panel salesmen to find the best deal. One of them walked in with a package under his arm filled with recently caught sockeye salmon he'd just fished from Alaska. He said, "Give me the sale and I'll give you the salmon." Thinking, presumably, that doing so would secure the deal. That guy wasn't selling solar panels, he was selling salmon. Selling is that bad in America today.
As Woody Allen once said, "90% of life is just showing up." I agree. And showing up no later than 15 minutes early. Never, ever be late. I can truly say that I've never been late for an appointment in my entire life. Thousands of appointments and I've never been late. It's my Number One focus. The customer's time is always more important than mine. To have him see you as protective of his time is one of the very best things a salesman can do, and Number One on a good salesman's list. And if the customer doesn't notice it, it sure doesn't hurt to mention it.
Another thing Dad would do is spend the first few minutes getting to know his customer. Where and how he lived, what he did for a living, was he married, how many kids, their ages and sexes, etc. And why he might need what he was selling. No need, no sale. But if there was a need, he'd try and prepare his sales presentation, on the fly, around it. The customer by this time was at ease. Not defensive. Ready to listen, and to participate. Disarm your client, he'd say. Take away his natural sales resistance and become a friend. And expert.
My Dad sold life insurance for much of his life. Nobody every WANTED to buy life insurance, he would say, but everybody always knew they NEEDED life insurance. Buying life insurance made the client focus on his or her mortality, he'd say. Nobody wants that. Nobody wants to think about dying. So Dad would focus on how much better it would be for their family to have financial matters covered when they pass. Their not having to worry about money at such a painful time. Dad said helping the customer make the buying decision of a product he knew he needed but didn't want to buy was a true art. And Dad was an artist at doing so.
Dad would sat he'd try and paint pictures in the air with words and sell you the pictures. Oh, and then throw in the product or service.
Dad then gravitated to real estate. Why this house or farm, versus that one. And why folks should list with him versus another R.E. guy. And once again, if you're going to pay some dude 6% of the sales price, you're going to want to opt for the guy who's an expert in the subject, he would say. Somebody you feel will get the job done, and have your best interests at heart. He would always tell the client, "Under all is the land. The only thing that's real. That's why," he'd say, "they call it REAL estate." Another thing he'd say is, "You can never pay too much for real estate. You can only pay it too quick." Thus taking away the focus on price alone.
Just like wanting the best lawyer or the best doctor, people choose the one they view as an expert. "You don't pick a doctor 'cause they're cheaper, or a bargain basement lawyer when you're in legal trouble. You pick an expert," he would say, "regardless of price."
"Once again," he would say, "be that expert."
Companies whose products or services are complicated, or difficult to understand, will hire professional salesmen/women to represent their efforts. If they're good they're worth their salt. They'll help you make an intelligent buying decision. They'll save you time, effort, energy, money, and sometimes grief in the process. It's a great profession. I always loved it. Be happy they're around.
If you're going to be buying anytime soon, especially something expensive, like a house or car or a racehorse or a yacht, look for the sales professional who's an expert in his or her field. Somebody who not only knows all the answers, but one who knows all the questions, too. They're around.
They're just harder to find.