Your Prospects on Tilt

While pulling out my Christmas decorations in December I noticed the artificial garland for the mantel over my fireplace was looking really old. So I took off to the store for a suitable replacement.

A clerk introduced himself as Sam and walked me over to a full wall of different garland options in an assortment of tree varieties and color options with or without bows, pine cones, with or without pre-lit lights and colored lights. He then said he’d circle back to check in on the one I wanted to make sure he had it in stock.

Needless to say, I was overwhelmed with the choices. I had made it clear I was ready to buy, yet there were too many choices and I knew it would take too much work on my part to decide, so I left empty handed. And frustrated. This is a common result of menu selling.

So don’t let your people menu sell. Make sure they’re trained on how to ask prospects the right questions in the right order. This will help prospects choose the purchase that best meets their needs. For example, Sam should have asked me if I preferred a specific length, tree type, lights or no lights, etc., and helped me narrow down my choices to make the decision easier and the process less frustrating.

Think about upserving too – notice how Amazon, for example, uses the “frequently bought together” section. In my case, Sam could have offered to show me holiday decor for fireplace mantels that would go well with my mantel. Then it would have been up to me to say yes, show me, or no thanks.

So this was a missed opportunity all around – with no initial sale, he couldn’t engage me in a conversation about my additional needs. Don’t let this happen to you. Train and reinforce how your front line people can help their prospects through the buying process – so everyone benefits.


PS I decided to use my old garland and rationalized it by noting that only my friends over 6’3″ – who are few and far between – would be able to see just how old my garland really looks. Problem solved!

Pumpkin Pie Avalanche

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