Do you fail to establish buyer confidence?

Once you've answered the fundamental questions E Was I enthusiastic, friendly, and professional looking? you may have to probe a bit deeper for the true answers. Even though the truth hurts, the realization of what you failed to do to gain buyer confidence is a big step in making the sale next time. If you're willing to be objective about yourself and your abilities, ask yourself the following 15 revealing questions E
1. Was I on time? E Did I show up five minutes early (good) or five minutes late (really bad)?
2. Was I prepared? E Did I walk into my appointment with everything I needed to make the sale?
3. Was I organized? E Did I have everything at my fingertips or was I fumbling?
4. Could I answer all product questions? E Do I really have command of my product, or do I constantly "have to get back to you on that one"?
5. Did I make excuses or blame others about anything? E The sample wasn't shipped on time, the company didn't send the right information, etc.
6. Was I apologizing? E Sorry I'm late, unprepared, don't know the answer, didn't bring the correct information, quoted the wrong price, etc.
7. Did the prospect probe personal issues about my company? E "If I buy," says Mr. Jones, "how do I know you'll be here to service me in six months?"
8. Did the prospect ask doubting questions about my product? E What happens if it breaks down after the warranty, or who else buys this product?
9. Did the prospect ask doubting questions about me? E How long have I been with the company or, how much experience do I have?
10. Did I name drop other satisfied customers effectively? E Did I fail to use the name of a satisfied customer to answer a pointed question?
11. Did I feel as though I was on the defensive? E Was I constantly answering questions dealing in subject matter other than my product/service? Could I prove my points?
12. Could I overcome all objections in a confident manner? E Did I find myself unable to respond confidently about price, quality, and other issues blocking the sale when asked by the prospect? Did I try to "fake it"?
13. Did I down the competition? E Did I berate my competitor (possibly the prospect's supplier), did I make disparaging remarks about the competition to try to make me/my product look better?
14. Was my prospect uninvolved in the sales presentation? E Did the prospect just sit there or, worse, do other things while I was talking?
15. Was I too anxious to make the sale? E Was I too pushy? Was it obvious to the prospect that there was a commission involved?
These questions are designed for you to evaluate your sales performance, and reveal your ability (or inability) to create buyer confidence from a customer who said no. I hope they are helpful. Next week we'll look at methods, techniques and sales tools that will gain buyer confidence.
Next week: How to make the prospect confident to buy.