When we’re selling we always want the customer to feel good about his decision to buy from us. He’s suddenly made a commitment based on our proposal. If he feels good about it, achieving customer satisfaction will be much easier for us. The best way for us to help him feel good is to demonstrate quiet, professional confidence.
Just about the worst thing we can do is try to reassure him with phrases like “ I promise you, you won’t regret this”. The first thought into the customers mind will be “what have I missed here”.
The next worst thing we can do is add something else to the scope for free. In this case, the first thought into his mind will be “well what else could I have got”. Either way we have a customer who no longer trusts us, five minutes after he’s signed. This is not likely to be a happy, long term relationship.
In the latter case we’ve also cost ourselves money. Giving away scope now, which we could charge for later when the customer wants it enough to pay for it, makes no sense for us or for the customer.
The same applies to including un-necessary scope in the proposal. If its part of the requirement we need to include it, and charge for it. If it isn’t part of the requirement but we think it adds value we should offer it as chargeable option. If the customer isn’t prepared to pay for it, we should keep it back and get paid for it later.
Including something which the customer isn’t prepared to pay for adds no value to our proposal. We lose credibility with the customer and future revenues.
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