How to project a professional image to your customers.
Your Appearance does matter !
Now that you have embarked upon your new career, you need to feel confident and in control. This may take quite a bit of time and practice, especially if your background has not necessitated your meeting new people on a regular basis. It can be rather daunting to wake up in the morning knowing that you are going to have to make a serious effort to generate some business in order to start making money.
One of the most important tips which I was given very early in my sales career was to make sure that you are dressed and ready for the day before you start getting in touch with anyone in connection with your job. You cannot focus on projecting a business-like manner on the phone if you are still dressed in last night’s pyjamas.
Dress for Success is the motto you should try to keep in your mind at all times. Get up, get showered, have a bite to eat and then dress in a presentable manner, especially if you are going out to meet clients. Even if you are planning on spending the day at your desk doing phone calling, it is not a good idea to wear scruffy old gardening clothes. Obviously you don’t dress in the same way as when you go out, but you still need to feel business-like.
Whenever you leave the home, remember that you never know whom you are going to bump into whether at the shops, outside your children’s school or in the doctor’s waiting room etc. Try to get into the habit of always looking neat and presentable, and wear that identifying badge of yours at all times. You will be surprised at how often people will ask you about your line of business, purely because they have seen your name badge.
Can you imagine how embarrassing it could be if you rushed out to buy a loaf of bread at lunchtime, wearing a scruffy, paint splattered tee shirt and shabby shorts, only to bump into a new customer of yours who has just spent a large amount of money purchasing some of your products? Not a good image to project at all! I am not saying that you have to wear business clothes when you are at the coast on a family vacation, but in the normal scheme of things, think before you leave home and ask yourself whether you are looking neat enough for any eventuality.
Another tip which I found useful was to make a note of the clothes which you wear when you go to a customer’s home, either for a product demonstration for her friends, or a one on one advice session. Even on a rather limited budget, you should be able to mix and match just a few attractive items of clothing, so you don’t appear to be wearing a monotonous uniform. Of course, it could well be that the company you represent has a designated dress code in a specific style and colour which you are expected to wear. Otherwise, it’s wise to try to look as though you have a varied selection of business clothes.
Personal hygiene is critical, and one should always be aware of the fact that last night’s garlic loaded dinner is not conducive to comfortable interactions with anyone the following day, let alone customers. If you happen to be a smoker then this can also become a problem when dealing with the public. Nothing is worse for a non-smoker than to have the smell of tobacco wafting into your space from either a cigarette or a smoker’s clothing. Being vigilant regarding one’s total appearance as well as one’s breath are all part and parcel of being able to feel confident in one’s job. Having breath fresheners, deodorant as well as touch up make-up products with you at all times, especially when you are expecting to be away from home for several hours, all help you to feel more relaxed and confident in your dealings with the public.
You may not be very comfortable with using your telephone to conduct your business but, practice can make perfect! There is nothing more irritating than phoning someone and that person answers with “hello”. The correct manner for answering a call should be to identify either yourself or the company for which you work. “Jane Smith speaking. How can I help you” or “Brown’s Engineering, Jane speaking”, is so much more professional and the caller then knows they have contacted the right person or company. Working for yourself in direct sales, it will be your name which you use when phoning out or answering a call.
Never assume that the person you are calling will remember you. It is far better to identify yourself to the person on the other end of the phone, for example in this way: “hello Mary, this is Jane Smith, your representative for …….”. They will in time recognise your voice, but it is presumptuous to expect people to instantly know who you are especially if it is some time since you last spoke to them.
Another good tip is to “put a smile in your voice” when either dialling out or answering an incoming call. Nothing is more off-putting than a gruff or decidedly unfriendly voice on the other end of the line. I personally have known a woman for many years and, if I didn’t know her as well as I do, I would immediately put down the phone without speaking to her. She answers with a very rude and unfriendly “hello!” and only mellows once she knows who she is speaking to. She is most definitely not a candidate for dealing with the public in general!
If you are unsure of how you sound on the phone, then record yourself speaking and play it back. This way you can change your tone and, if it helps, look in a mirror while you smile and talk on the phone. The way in which you are able to communicate comfortably with your customers is also a reflection of your professionalism. Once again, old adage applies: Practice makes perfect!
Remember to record a voice message on your telephones, the landline as well as your mobile and regularly check your messages. It is so bad mannered to ignore a message and people never cease to be surprised when you actually call them back! This world we are living in has forgotten what it is to be polite and if your break the mould by being courteous it will pay dividends in the long run. You will be known as being reliable and polite and, above all, professional.
We all need to feel special
I may have mentioned in a previous chapter the importance of keeping notes regarding your customers. Either by using the old style index filing system or utilising your smart phone, you can have many snippets of information about people who buy from you which is sure to impress them when you refer to them. Things such as birthdays, anniversaries, a child’s illness, a husband having some sort of crisis – all these facts can be mentioned in a caring way when next you speak to the customer. They will often be amazed that you have bothered to remember what they told you, and that you are not only interested in them buying more products from you but that you value them as people and not just customers.
A small gift at Christmas with a note thanking a customer for their loyalty during the year will not only be well received but will usually cement the relationship with them, and they are likely to recommend you to their friends and relatives in the future. Sometimes it helps to actually use an old style desk diary each year in order to jot down memory joggers such as the customer’s birthday and also to remind you at Christmastime of the small gift you gave them the previous year. You don’t want to be perceived as the kind of salesperson who gives a gift as an afterthought with no memory of having given the identical item the previous year! Suddenly your professionalism could take a nasty knock!
Punctuality is also critical in making people feel that they are valued. If you make an appointment with a customer make sure that you are organized and get to your destination on time. If you are delayed by a crisis, then it is critical that you let the other person know that you have a problem and how you plan to remedy it. Time is important to everyone and when someone makes a habit of arriving late, it is a sign of disrespect and shows that you are not professional in your field. Curved balls are a part of everyday life, and no-one will be angry with you if you get your car out of the garage and realise that you have a flat tyre. As long as you contact the person you are scheduled to see, then you have done the right thing. If you just arrive an hour late without any indication that you have been delayed, and expect to be well received, the truth is that you will have burnt your bridges as far as building trust and being perceived as a reliable sales representative.
One last thing in this chapter which I would like to mention is the importance of keeping your word. Nothing is worse than insincerity and making false promises. Think before you commit and make sure that you have noted down (in your desk diary or on your phone) what it is you have promised to do – and do it! There is just way too much insincerity in the world today, and when people go back on their word it is very easy for the person who was promised something to feel rejected and unworthy. After all, these tips are all about remembering that we all like to feel special.
“What I adore is supreme professionalism. I’m bored
by writers who can write only when it’s raining.”
– Noel Coward