Customer Expectations for Salespeople

I found this article by Jeffery Gitomer (http://www.gitomer.com/). It is a nice reminder of what customers expect of you as a salesperson.
Keep these in mind when you are working with your customers.
As for my customers, if I am failing you in any of the following areas on the list, let me know and I will do everything I can to correct the situation!

Here is Gitomer's short list of 9.5 customer desires and expectations:

1. They want Value -- "I want to know that what I'm buying is at a fair price, and will be supported throughout the length of my ownership. And I want to understand how I profit from the use of your product or service"

2. They want excellent Communication -- "Let me know what I need to know, when I need to know it. No surprises, and no misunderstandings"

3. They expect your Attitude to be positive (even if theirs isn't). Attitude is "Happy, eager, willing... prepared to meet my needs."

4. They expect Reliability -- "Consistent... be there when I need you."

5. They look for Tangibility of message - "Quality of product and performance, combined with a professional image."

6. They want Assurance and often need Reassurance -- "Deliver when you promised... have total product knowledge to help me... be there when I need you"

7. They expect Empathy when something goes wrong -- "Understand me and my needs. Give me your commitment."

8. They expect Exceptional Service as the norm, and use your service as a benchmark when it comes to placing a reorder - "I vote with my money, and an election is held every time I want to re-order or tell someone else about you."

9. They are hoping for a Friendly interaction -- "I want a friendly person to help me get what I want."

9.5 They want it NOW -- NO ONE wants to "press one, press two," no one wants to be placed on hold, no one wants a back-order, no one wants a delay, no one wants it to be out of stock.


I like the part about being friendly. I wonder why considering my personal brand is
"A Heck Of A Nice Guy."

Thanks Jeff Gitomer!

Ev Kam