Monday, December 14, 2015

Customer's most prized possession: his name




Remembering a customer's name may be one of the most important assets a salesperson may cultivate.  What is the secret? 
First, you have to care about the person you are meeting.  What it means to me when someone forgets my name, within minutes after being introduced, is that he doesn't care.  Remembering a name is caring about the person you're being introduced to.
"But I have a bad memory for names."  Bad bad excuse.  The trick to remembering a name is to use it often in the first five minutes of being introduced. 
"Ed, nice to meet you.  Ed, what is it that you do?  Who is it that you're here to see, Ed?"
Over and over, repeat the name in every sentence.   And make an association with the name and person.  Hair color; interesting characteristics, etc.
And, if you missed the name at the introduction, immediately say that "I'm sorry.  I missed your name.  I wasn't paying attention."  It's easier to do this right away, then an hour later.
And, when you call on someone who should probably know your name--DON'T ASSUME THEY DO.  Say your name again.  "Hey, Sal.  It's Ed.  Good to see you again."  Don't put your customer in the awkward position that they have to admit they don't remember you.

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