Buyer’s Remorse?

So, I was talking with a hotshot salesperson, Andy. Andy was already 20% over quota when a prospect calls him and says, “A friend of mine bought from you yesterday. I’ll have the same thing he did. Here’s my credit card. Charge it for the same amount that you charged my friend. I already know the whole deal.” Andy said, “Yes sir.” and did as he was told. (He was secretly thinking that he was gonna need a new quota.)

So, three days later, the customer sends Andy an email.

“Andy, please cancel my order and credit my credit card. I changed my mind.”
Now, for some odd reason, Andy can’t get this customer on the phone to find out what happened.

I asked Andy, “In hindsight, would you rather write the sale and get the cancellation or would you rather find out that it’s not a fit on the first call and not write the sale in the first place?” I won’t tell you Andy’s answer, but what would your answer be?

What do you think my next question was?

One thought on “Buyer’s Remorse?

  1. My personal experience has shown me that impulsive buying decisions most often turn to buyers remorse and “I changed my mind” followed by hiding. Following the “Baseline Selling” process discipline would have allowed Andy to determine the validity of the buyers interest. Were there compelling reasons and urgency at play? Andy had not established his personal “SOB” quality. No qualifying had taken place, and so it goes with the errors of omission.The next question might have been, “Why didn’t you ask, what’s up with the greed . . . you’re well over plan?”

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