Sales 101: Beware the Dreaded Cell Phone Ringer
Salespeople are notorious for consistently searching for
ways to improve their performance, provide additional
services and increase sales. Sometimes however, despite
their very best intentions, salespeople “shoot themselves
in the foot” allowing disaster to replace success at the
most inopportune time.
I recently made a sales call on a new prospect which was
carefully investigated and researched prior to that initial
visit. That call was quite fruitful, from the initial phone
call requesting the appointment to my presentation itself.
It set the stage for a secondary visit, a joint call with
our factory representative of a complex electronic product
line. I knew that this factory representative was skilled
regarding his product line and came highly recommended from
someone whom I respect. In other words, I felt prepared,
“armed” and ready to engage this future customer in
dialogue concerning his production operations and our
opportunities to provide needed solutions.
Initial pleasantries proceeded as expected, thus we began
asking detailed questions concerning their existing
operation. Our prospect, the Engineering Manager for a well
known second-tier automotive provider, had unexpectedly
asked the production manager and a manufacturing engineer
to join us. Although these additional individuals were
quite welcome and I was excited to have this wonderful
opportunity to be in front of so many key individuals at
their plant, it soon became evident there would be a
concern over the professional impression we would impart
upon them.
You see, ten minutes into our presentation, the meeting was
interrupted by my associate’s unusual and loud cell phone
ringer. He paused, retrieved his cell phone from his inside
coat pocket and looked at the screen to see who was
calling. Appearing disturbed, he further interrupted his
presentation to the group, looking at his phone while
saying “excuse me,” and took the call, thus turning his
back to the audience. Although his conversation had
concluded in mere moments, the rude interruption left an
obviously negative impression on our audience, setting an
ominous tone for the remainder of the meeting.
Unfortunately, my prospects knew exactly where they ranked
on our scale of importance.
Few actions convey rudeness to another person or states
“you are not nearly as important to me as I say you are”
more than allowing a ringing cell phone to interrupt a
personal conversation or business meeting. Even pausing to
look at your phone while it rings or vibrates is rude and
communicates the wrong message to the other person. When
engaging someone else in dialogue, that person should be
number one; he should feel like he has your undivided
attention. If nothing else, it is simply common courtesy to
remain attentive and focused on the other person or people
participating in the conversation. It is expected
professional behavior.
Some time ago, I stopped bringing my cell phone into
presentations and sales calls. I want my customer or
prospect to know that our meeting is the sole purpose for
my visit and that his business is important to me. At that
moment in time, his business is my only concern. My focus
and attention are directed at him. This practice
non-verbally states that I value and respect his time,
conscious of the importance of our relationship. Any call
that arrives during this time will be automatically routed
to voice mail or to my office, ready for my immediate
attention when later appropriate.
Look around; you will see this simple rule of etiquette
violated quite often. Interestingly, you most likely have
been on the receiving end of this behavior yourself. It
rubs you the wrong way, doesn’t it? Then make a difference.
Break the mold. Give others your primary attention and
focus on their needs. In the end, the minor inconvenience
of responding to a new voice mail pales in comparison to
the growing goodwill now established with your future
customers and friends.
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Daniel Sitter, author of both the popular e-book, Learning
For Profit, and the highly anticipated book, Superior
Selling Skills, has extensive experience in sales,
training, marketing and personal development over a
successful 25 year career. http://www.learningforprofit.com
Experience his blog at http://ideaseller.typepad.com
