Salespeople's work always involves dealing with customers. The more interactions, the more familiar they become, and customers may treat salespeople as friends. However, when people get too familiar, they may inadvertently make mistakes they don't notice, or even commit principled errors. The following are taboos that salespeople often overlook when dealing with customers:
First taboo: Speaking ill of customers behind their backs
Most salespeople are eloquent, which is both an advantage and a disadvantage. The advantage is that they can smoothly explain the company's strengths and competitors' weaknesses, clearly describe product features, and clearly convey the company's sales policies; they can appeal to customers' emotions and reason. The disadvantage is that they often unintentionally speak ill of customers behind their backs.
After leaving a company, I generally do not discuss the previous company's situation within two years. If anyone asks, I say, "Please forgive me, but I don't want to discuss my previous company. I can talk about the industry or other companies." Every customer appreciates this approach, considering it professional ethics, and they usually don't press further.
Salespeople should try not to discuss previous customers' operational situations, especially financial data, staffing, company strategy, market share, product development, or products distributed.
Many people, after leaving a company, like to talk about the problems of the previous company or other customers, always thinking they are right. Of course, even if you are right, who will give you a fair evaluation? But the impression left on the next customer is that you are a person without cultivation and not trustworthy, and they think you will treat them the same way in the future.
Therefore, salespeople should avoid discussing other customers' situations, especially their faults, with a second customer.
Second taboo: Using customers' belongings
Some salespeople, once familiar with customers, casually use their belongings, such as borrowing the customer's car to drive, or using the customer's staff to handle personal matters. Customers may not refuse face-to-face, but they feel uncomfortable inside. One or two times is fine, but if it happens frequently, customers will see you as someone who likes to take advantage of small favors.
Some salespeople like to take small advantages, such as using the customer's phone to make business calls, using the customer's fax machine to send documents, or even making personal calls; some directly take the customer's products for personal use. These behaviors are offensive to customers, and when you use these things, it is also the time when customers test you.
What annoys customers most is when some salespeople frequently use the customer's computer to chat online or play games. Although you may not look at their files, their many secrets are on the computer, so they feel uneasy. Over time, they will develop a sense of disgust towards you.
Even worse are those who borrow without returning.
A Nanchang customer told me about a salesperson who borrowed money from him. The salesperson was short on cash and borrowed 500 yuan from the customer, but the customer mentioned it at least three times. He said that after the salesperson left, he didn't even call, nor did he mention the loan. In fact, 500 yuan is less than the cost of two cups of tea, but it left a very bad impression on the customer.
Third taboo: Revealing customers' secrets
As mentioned earlier, do not discuss customers' situations behind their backs, and customers' secrets are even more taboo. Customers' family situations, emotional issues, financial status, profit models, and personal privacy are things they are very sensitive about. If you expose them, it may be a heavy blow or a matter of face. Sometimes they may hate you for life, or at least no longer trust you.
I saw a salesperson boast about having dinner with a customer and the customer's lover. The news reached the customer's wife, who questioned the salesperson, and he truthfully described the evening. He thought the wife was open-minded and nothing would happen, but it eventually led to the customer's divorce. The salesperson said he would feel guilty for life!
Fourth taboo: Sowing discord among customers
Spreading rumors is the act of a petty person and should not be done. But some salespeople, to achieve their own goals, will stir up trouble and cause discord among customer partners.
In partnerships, salespeople usually have a better relationship with one party. In such cases, try not to get involved in the interests of the customers, and avoid discussing topics related to their interests.
People often become enemies due to conflicts of interest, turning friends into foes, brothers into enemies, and partners into adversaries. Therefore, as salespeople, besides doing our own job well, we should minimize involvement in other matters. Otherwise, we may get drawn into disputes.
Most distributor customers are family-run, and you should say even less about their family issues. As the saying goes, "Even an upright official finds it hard to settle family disputes!" Since you are just a salesperson, avoid it as much as possible.
When friction occurs among customer partners and they ask you to mediate, you should do so only if absolutely necessary. In that case, you should speak from a fair standpoint and not take sides, so that distributors will be convinced by you. Otherwise, you will get no thanks for your trouble.
In short, do not become a person who stirs up trouble.
Fifth taboo: Calling customers brothers
Some salespeople like to call customers brothers, using terms like "bro" before and after. On the surface, this seems beneficial to work, but in reality, it does more harm than good. The main reason is that once you become sworn brothers with a distributor, your work will only stand on the distributor's side, making it difficult to work for your company, and your career will be hindered. When the distributor asks you to apply for improper expenses from the company, you can only follow his wishes, as there is almost no room for negotiation in brotherhood; otherwise, you are not a good brother.
Under sworn brotherhood, I doubt you can keep any business secrets, even well-intentioned ones. Companies often have policies not known to all customers; in such cases, can you keep secrets from your sworn brother?
Generally, distributors often become sworn brothers with you because they value the power in your hands. Once you leave the company, I think your brotherly relationship will also stop there. Many so-called brotherly relationships between distributors and salespeople are like this.
Therefore, whether from the company's perspective or your personal perspective, my view is that it's better not to call distributors brothers.
Everyone has taboos, and customers are no exception. As salespeople, under the premise of working for the company, we should try to "think what customers think and do what customers do." Avoid making low-level mistakes that offend others.
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