Southwestern Sales Talk

Not much time.  But people we meet are forming opinions of us in as few as two seconds. The student booksellers with The Southwestern Company are keenly aware that when the door opens, those next seconds determine success or failure.  In just two seconds, all of us are forming an impression—of a salesperson, a customer, or of a company.  

  

Real Life Example:  I walked into a dry cleaning establishment to pick up my clothes.  I stood at the register for a couple minutes, watching the young employee who was on her cell about 20 feet away.  She hadn’t seen me.  I just stood there and reminded myself to be patient…looking around for a bell to ring or some way to get her attention, and/or some service.

 

Eventually, she looked over, saw me, rolled her eyes, sighed heavily, and hung up her cell.  Then she walked sullenly to the front and delivered a less-than-enthusiastic, “May I help you?”

 

“Why yes, I’d like to slap you.” I replied.

 

No, I didn’t really say that.  This was just a bit of fiction for effect, but I was pretty annoyed.  My impression of that entire company was affected by my first few seconds with their employee.  When she rolled her eyes—two seconds–she broadcasted: “Crap, here’s another customer.”  It was the last time I took my clothes there.  Two seconds.  Impression formed.  Lost client.

 

You’ve probably had a similar experience in a restaurant with a waitress or in some retail store with a sales associate.  All of us are forming opinions in just the first few opening seconds.  We quickly and subconsciously notice thousands of bits of information about someone we meet: their eyes, their smile, their attitude, their teeth, their breath, their clothing, their bling, how they walk, their confidence level…we take in a lot quickly and make snap impressions about people.

 

Is it fair?  No.  Does everyone do it?  Yes. 

 

So, as a salesperson, how do you come across in those first two seconds?  Before the call, do you get in the right mental state to project confidence?  a good attitude?  Can you quickly cause people to want to engage with you?  I’m curious what you do to be ready for those first impressions.  How do you prepare mentally for a sales call?

 

 

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