10 Rules of Sales Etiquette
4. Respect the client's time—If your appointment is at 10 a.m., be on time. If you are going to be late, call. If the job is scheduled to ship on Wednesday, see that it does. If your appointment is more than a week away, call to confirm. On a first sales call, confirm the amount of time the client has to spend with you. In your follow up, thank him/her for taking the time out of their busy day. Failure to follow this rule can (and quite frankly, does) tell the customer, "I don't care." Everything you do as a sales rep reflects upon your company. You can kill a relationship quickly simply by missing a deadline or waltzing in a few minutes late. Yeah, it's that important.
5. Communicate with your boss—You have another internal relationship to manage. If you are hitting your quota each month, go ahead and skip this rule. If not, you need to make certain that your boss knows everything you are doing. How many appointments do you have this week? How much business are you quoting? Any Big Fish on the hook? Assume that your boss is sitting at his/her desk right now asking one question about you: "Is my rep doing the job?" Answer that question. Weekly at minimum.
6. Be supportive of your fellow sales rep—Sales is a lonely job. Life is easy when you have a book of business and orders are rolling in, but that doesn't mean you couldn't use a compliment. Conversely, when times are tough the phone isn't ringing, be a good friend and offer some encouragement. What goes around, comes around.
7. Mentor a newbie—Do you remember when you broke into sales? Can you recall the self-doubt and sleepless nights? The fear, the anxiety, the angst? The overwhelming majority of sales people fail. Make it a habit to swing by the newbie's desk and offer some support and a few suggestions. "Let me know if you need anything" is not enough. Be a cheerleader. Trust me on this one: There is nothing more personally rewarding than getting a phone call or email from someone whom you've mentored in the past and is now successful.
Bill Farquharson is a sales trainer for the graphic arts. Email him at Bill@AspireFor.com or call (781) 934-7036. Bill’s two books, The 25 Best Print Sales Tips Ever and Who’s Making Money at Digital/Inkjet Printing…and How? as well as information on his new subscription-based website, The Sales Vault are available at BillFarquharson.com.