I recently wrote about setting expectations – it may be the most important business building tip of them all. Its power is in meeting a basic human need for certainty and predictability. Here are 7 thoughts on setting expectations in sales:
1. When you can´t immediately give an answer to a prospect´s question, give a date and time certain to provide an answer or an update.
2. If a delivery date is in question, let the customer know and let them know what you´re doing to assure a date.
3. Educate a new customer on the order process. Let them know what happens next and when.
4. If what you sell requires installation or integration, provide your customer an outline on who, what, where, when, and why it takes place.
5. If you´re preparing a proposal to present to a prospect, let them know what the proposal will include, as well as when and how you will deliver it.
6. Let your prospect know of any variables in your pricing or solution. Give them the information necessary to make an informed decision and highlight considerations and their impact.
7. The biggest thought of them all"?¦if you say you´re going to do something, do it. And do it when you said you would.
All of these things are basic. And none of them are awe inspiring. But combined, they each inform a prospect or new customer on what you´re doing and build a record of trust and predictability in your business. Trust and predictability leads to more sales.
What would you add to my list on setting expectations?