Customer ko baatli mein kaise utaarne ka???

Customer Ko Baatli Mein Kaise Utaarneka?

For a success in selling a product, the most basic requirement is a good, saleable product, which satisfies a need of the customers. But, I have seen a very common tendency in some business people where they think that the key success factor in selling any product is the selling skill of the sales person. Even if the product is weak or is not useful to the customer, a good sales person can sell it. And hence, we see comments like  the following praising a good sales person :

He can sell Ice to Eskimos.
He is a selu guy (whatever that means)…!

Woh kisi bhi customer ko baatli mein utaar sakta hai…

I remember an incident where I was sold by such a selu sales person. And in fact, it happened twice…!

We had gone for a quiet sit-down dinner at an upmarket restaurant in Malad-West. It is part of a chain of restaurants in the city and claims to be a leader in providing a wide range of authentic international cuisine from many countries. The ambience is good, the setting matches with the image and the rates in the menu were also in correspondence.

We, 7 persons, had gone to celebrate my wife’s birthday, along with a friend’s family. When we were seated on the table, the waiter came and gave menu cards. Then after some time, his senior came to take the order. When we started to order for starters, he said “I suggest you a today’s special starter. You take it, it is very good.” We agreed for it. Then came the order of soups. Again, he said, “Why don’t you take this xyz soup. That will be very good.”  When asked, why these items are not mentioned in the menu, his reply was “They are special items, which we don’t prepare daily. Hence, they are not on the menu.” His recommendations continued for each and every item that we ordered.

Also, when we selected some vegetable dish, his suggestion was to order two or three plates of the same vegetable, because otherwise, according to him, it will be insufficient for 7 persons. Because of this, lot of extra food was ordered and in the end, a lot of food was left unused. Secondly, when the bill came, it was realized that each item ordered as per his suggestions had price tags 30 to 40% higher than the highest rated menu items in that product category.

We were in celebration mood and hence, did not question much, but a faint feeling of being taken for a ride surely entered the mind.

After this outing, we went to the same restaurant after few months again with some other group, for a similar occasion. This time, too, the same experience repeated, although with a different waiter, at a different table. This time, when we finished meal and received the bill, it got clearer that the waiters in this restaurant are trained to dupe the gullible customers by such tricks to sell whatever they are told to sell, when the customers are in vulnerable situations, when they are with other guests and are not in a position to inquire much or argue.

After this, I talked about this to other friends and understood that this practice was prevalent at many branches of this famous chain of restaurants. All were sold the “Today’s Special” items and quantities more than they could consume.

Now, in sales parlance, such sales people are treated as wizards. They are celebrities, because of their selling skills.

They can sell Ice to Eskimos….

They are the selu guys….

Woh kisi bhi customer ko baatli mein utaar sakta hai…

Now, wait a minute.

Think of selling as an opposite of buying.

How many of us, who happen to be at the receiving end of such enthusiastic zealots trying to sell us things which we don’t need are happy after being duped by them? How many of us will trust some other sales person from the same company?  What will be our respect for the products and practices of the company?

If a sales person humko baatli mein utaarega to kaisa lagega?

Will we love that company? As a customer, will our relationship with that company be a long lasting one? Surely not… So, if we as a customer don’t like to be sold or duped like this. Will our customer like such practices?

Before our relationship with the customers suffers, we must stop trying selling ice to Eskimos who don’t need it. Instead, we must focus our energy and efforts on building good quality products which satisfy customers’ needs and on building long term customer relationships based on trust and credibility.

So, customer Ko Baatli Mein Kaise Utaarneka?

Customer ko, baatli mein utaarne ki koshish nahin karne ki…

Author: Sanjay Shah

Sanjay is the author of "Business Management Simplified" which provides Practical, Actionable Solutions for Entrepreneurs. It is an all-in-one guidebook to start, run and grow a small and mid-size business to the next level. He is also an SME Business Coach, Seminar Leader and Motivational/Keynote speaker, Sanjay is based in Mumbai (India). He advises many businesses on Strategy, Leadership, Marketing, Branding, Customer Experience Management and Organization Development. He conducts various self-help seminars and workshops for companies and groups in English, Hindi and Gujarati. For more info, visit : www.SanjayShahSeminar.com

One thought on “Customer ko baatli mein kaise utaarne ka???”

  1. Very Nice, I Really insist every time That quality of product automatically increase
    quantity of sell so give your efforts on finding out customer’s need & Giving quality
    products it will increase reputation of company in market. For Instance My Husband was working for company & Work on some products & he Always insist on quality because of which company grows.

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