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What do you do when a prospect tells you they can buy the promotional products you’re recommending cheaper on the Internet?
These days, Internet sites abound with promotional products, frequently at discounted prices. But can a website provide the level of service, creativity and product knowledge that you, a promotional products sales professional, can?
Every promotional products sales professional needs a really good way to compete with this all-too-frequent problem. Here’s something to do and say when this problem arises. It should address:
The Problem: These days, searching the Internet can be very time-consuming and incredibly hit-or-miss. Plus, when problems arise (and they inevitably will!), there will likely not be the level of customer service or knowledge you expect and, more importantly, need.
The Solution: The good news is that I’m a promotional products marketing expert. I can find the perfect item to meet your objectives, at the right price, faster than you can—and I guarantee product quality, safety and on-time delivery. My vast knowledge, experience and supplier resources will ultimately save you time and money.
A Way to Stay In the Front of Their Mind: If your prospect is still not interested in your service, ask permission to send them periodic free business promotion tips or interesting articles. Demonstrate your expertise. The prospects you most want will come to realize the value you provide and see you and your service as a way to make them look good, as well as be a proven time and money saver.
The Extra Touches Only You Provide: Ultimately, YOU are the real difference. What are you doing to create a “wow” experience for your clients? Extra touches, no matter how small, such as real time order tracking, spec and virtual samples, hand-written thank-you notes, trend reports, marketing tips and resources, are just a few of the ways you can stand out and get your prospects and clients thinking of only you when they have a need to promote their product or service.
In case you think this strategy doesn’t work, here is part of an email I received yesterday from a new client.
“Thank you for your help – it is so much easier going through a professional as opposed to sorting through a promotions website myself!!!”
What do you say when a prospect or client says “I found it cheaper on the Internet.”? I would enjoy hearing your opinion! Please post your comment below.
Looking for a coach/mentor who truly understands the promotional products industry? Want expert help growing your sales from someone who has “been there, done that” and knows what really works to increase your sales in today’s economy? Get inspired, get next steps and get more business! Contact me today to learn how my coaching, training and sales-building products can dramatically increase your business! Rosalie@promobizcoach.com or 215-572-6766
© 2014 Rosalie Marcus
Rosalie Marcus, The Promo Biz Coach ™ is a promotional products business expert, coach and speaker. Combining her skills and years of experience in promotional sales, she helps her clients sell more at higher profit margins and dramatically increase their incomes! Get a FREE special report: 10 Big Mistakes Promotional Professionals Make and How to Avoid Them and a FREE Skyrocket Your Sales audio download at http://www.promobizcoach.
Reach her at Rosalie@promobizcoach.com or 215-572-6766.
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When I hear that, I just tell them that there are no guarantees with online ordering, and the suppliers
we work with stand behind their products.
That’s a great response and how you build a loyal following.
Thanks for these tips. I think being able to be a sounding board and possibly adding ideas gives the customer the right item for their purposes. They may start out in one direction and with professional feedback may adjust to something they are even happier with.
I totally agree!
I have earned business from clients that have historically used online promotional companies. I tell them that I am locally based, and always in the nieghbourhood.. In most cases, once I say I am locally based, they are interested in what i have to say. I will share some of the horror stories that other clients have told me about online sales and assure them that I am here for them for the long run. On line could be fine for some things, however when there is an issue, they are not always ready to step up and help you. I work with the same suppliers and in many cases I take into consideration where the product is being shipped from. There are many suppliers carrying the same product in our own province, therefore shipping costs can make a difference on the final cost per unit I also mention how online products may appear to be cheaper, when you are not aware of other inflated charges. I am happy to give free quotes on any product the client finds on line.
Along the lines of shipping, if at all possible, I like to deliver the product myself. This gives me the opportunity to establish a relationship with the supplier and also more face time with the customer. So far, my clients really appreciate that I save the shipping cost. I never stay long but without delivery, I may not meet the client since so much is done via email. I also include a gift if I can upon drop off, just for my contact person. This business is all about relationships!
Alexandra,
Great response and I especially like that you tell your prospects you’re local, that can make a big difference in gaining a loyal following.
We just shipped an order of pens to a new client they also purchased some high end bags from Leeds and some Note pads from Tradnet. They had been shopping on line. We were able to work with them and find just the right products at a better delivery. Unfortunately some of the pens (too many) were defective. Good thing they are working with someone they can talk to who can remedy the situation immediately! Customer saved!
Mary Jo,
You handled this correctly. You’re right, good thing they were working with a professional.
If it’s an existing client I would ask why we’re they looking in the Internet. If it’s a new one, my response is: many of my clients used to by online from (insert vendor name). The reson why they prefer working with me is because they got orders messed up at one point or another, items were not the quality they expected by the pictures, and they appreciate the time and cost savings of dealing with just one person that understands their audience, brand guidelaines and product knowledge. Typically some sort of disappointment with an online vendor will come up and they sort of talk themselves out of it.
Great insights Gloria! I can see why you are so successful!
Internet sales rarely support the local community.
First I ask for the link and if I can beat the price and still make some money, that’s great. More importantly, I want to establish that contact and train these internet shoppers that I’m easier because it’s my JOB to save them time and energy and hopefully money. I explain that I am directly affected as I’m 100% commission, I can’t afford to cut corners whereas the faceless internet company can. I’m the contact for resolution as well. I also share samples and periodic, specific ideas through email and mail. People like “gifts”. Do internet companies bother with this? In the end, there will always be those who want the cheapest price and I let these people go. I’m more interested in working with people who want a partnership and who believe in the power of promotions. The internet companies are an inevitable part of our industry but customer service and face to face, community contact still matter to many people.
I LOVE it when folks tell me that; I then assure them they can and most likely will find it cheaper. However, I then tell them two true stories:
1. My client ordered 1000 stadium cups which arrived on a Wednesday for her event on Friday night. I had followed the tracking and called to see how she liked them. She said they were fine, but the imprint was scratching off with her fingernail! I went screaming down there to pick them up, called the (very reputable and BIG) vendor who’d printed them, and had them reprint and overnight the order to arrive in time for her event. Think an online vendor will do that? Nah, me either.
2. Prospective client wanted bag quote, which I got her. She informed me she could get them .10 cheaper online…so I bowed out. Two weeks later, she called and asked if I would stop by. She’d ordered the bags but they didn’t put her complete art on the bags…left off her company name! When I asked her how she managed to approve a proof without the name, she told me she hadn’t seen a proof…and the company wouldn’t either reprint them or take them back. I offered to screen print the names onto the bags, but that was out of her price range…she thought she could have them printed for .10 each. (HA!!) The interesting part was that the vendor was the same one I was planning to use. They don’t sell direct but do sell to companies like 4Imprints, which is where I think she got them for .10 less. I bit my tongue from saying “sure, you saved .10 but look what you got!”…
My experience is that ‘stories sell’.
I finish the conversation about how important it is to work with trusted, vetted vendors and while “most” of the online guys will “probably” do a good job, it really is in their best interest to work with a professional. I also like to ask them how much money they made for their company while they were online shopping and doing MY job.
Liz,
Great comments. I loved the stories you shared.
Thanks so much for sharing.
When customers ask me why the same product they found on our website is more expensive at their local mom and pop shop I usually respond:
“Sadly most companies in this industry are slow to adopt or embrace new technology, including the internet. There systems are inefficient contributing to a higher than normal overhead. This additional bloat forces them to charge more.”
I then ask them:
“Do you enjoy faxing? Mailing Jazz drives with your art files back and form? No? I didn’t think so – let a trained expert at Quality Logo Products who has a complete understanding of your business and is at the forefront of technology help.”
I only say this ½ in jest! 🙂
When sending mail for my products who do I address the package so it in the right hands and not in the trash?