Re: Smart answers and useful answers

Subject: Re: Smart answers and useful answers
From: Al Geist <al -dot- geist -at- geistassociates -dot- com>
To: TECHWR-L <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Wed, 14 Dec 2005 08:52:35 -0500

The interesting thing about this thread is not the communication problem as much as it is the sale's associates lack of knowledge on how to communicate with a customer. There are a number of devices on the market that allow users to switch between inputs for display on a television, including attaching the video output from a computer system. If they would have listened and clarified what you wanted without making a snap decision, you would have got the product you needed and they would have increased their commission check.

When I was a single parent (a long time ago), I took a sales job because it offered regular hours and I could be with the kids. One of the first things that my mentor drove into my thick skull was to ask questions. You need to know what the customer's problem is before you can solve it. I followed that same advice when I became operations manager and responsible for sales training for a regional computer sales/service organization. The result was an increase in sales and decrease in customer service calls.

Unfortunately, I have run into too many sales people like the ones described in this thread. It's a prime example of why sales people, especially those involved in technology, need training both in technology and in selling techniques...and that opens up the door for a sideline for any technical writer between contracts. Write a sales manual for that store or maybe hold a few sales seminars. The sales staff might look at you funny at first, and those "know-it-all" sales reps might even mock you, but they'll stop laughing when those all important commission checks start getting fatter.


Al Geist, Geist Associates
Technical Writing, Online Help, Marketing Collateral, Web Design, Award Winning Videos, Professional Photography
Office: 802-658-3140

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E-mail: al -dot- geist -at- geistassociates -dot- com <mailto:al -dot- geist -at- geistassociates -dot- com>
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RE: Smart answers and useful answers: From: Joe Malin

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