THE QUESTION: You work in an electronics store. One day a customer asks you for a specific product, and after telling her the price she says that she can’t afford it. You know that she could get a similar product cheaper from a competitor.
WHAT’S YOUR ANSWER?
A. You recommend that she take a look at the competitor’s store to see if they have something less expensive that fits her needs and to tell them he sent her.
B. You tell her that she can find similar products for less money, but they are not the same quality as the ones you sell.
C. You tell her, “I probably shouldn’t tell you this, but there is a competitor that has the same product at a less expensive price.”
D. You cannot damage your employer’s business, so you say nothing about the competitor.
WHAT’S MY ANSWER?
I picked B: You tell her that she can find similar products for less money, but they are not the same quality as the ones you sell.
The real dilemma to me revolves around a sales training issue. Price doesn’t actually mean anything. People will spend any amount of money as long as you create the value for them (ie. create a situational gap that shows there is a space between what they have and what they perceive they need). Plus, since 85% of decisions are made based off an emotional, creating rapport with the customer would go a long way. She buys from you because she likes you no matter the cost.
Well, what do you think? Agree? Disagree? Let me know your answer and why in the comments below.