So I go to the bank the other day and made one of those deposits that makes you feel like you entered the bank to the tune of heavenly harps or in my case Hendrix doing the Star Spangled Banner.
It was a great day for Castain Training Systems!
The lady behind the counter looks at the deposit, looks at me and asks me the coolest question . . . “Do you have plans for this money Mr. Castain?”
For a split second I wanted to respond with “I’m actually a wealthy investor and I plan on approaching the company that manufactures SweetTarts and writing them a check to never defile the sanctity of my candy with those awful green SweetTarts again” but I was way too impressed with her question to embrace my inner stone busting skills.
I’m sure you realize that she was asking me that question to get me in front of their financial services team.
Freakin Brilliant to the point of me wanting to bow down and acknowledge that there was much I could learn from her.
When I took the time to ponder this Jedi, I soon realized that the folks at my local Starbucks must have tapped into these mad selling skillz too.
I was exchanging my empty bag of Starbucks for a free cup of coffee when the woman behind the counter asked me “Would you like to upgrade to a larger size?” “Why yes my way cool Barista, I would” I truly don’t know what happened next, but through a series of additional questions and approvals my free coffee cost me $5.50 but here’s the cool part . . . I was cool with it!
Have you figured it out yet?
It was both the simplicity and the casual execution of those questions that brought them to levels of lethal that can only be imagined.
You see, sometimes we overcomplicate things in sales.
We look for the complex close instead of simply asking “Would you like to go ahead with the X-1000 widget?”
We take the scenic route when we can just take the expressway and ask if the client or prospect would like to upgrade!
Or worse yet . . .
Perhaps we’ve overcomplicated things to the point where we simply don’t ask at all!
What are your thoughts?
To learn more about how you can hire Paul Castain as your coach, a sales trainer or a speaker at your next event . . . click here!
I just love this post. Planning a similar banking trip myself very soon, Master. I can feel the goosebumps now…I will let you know what the teller says.
Reply
Thanks Joan. 🙂
I have used this technique with great success – although my story comes from stopping at McDonalds for a simple cup of coffee – and then being asked if I would like a danish to go along with it. Paul – who can pass up a cheese danish? Today, I finalize the ‘upgrade’, which has a potential to increase vevenue by 25+% Gung Ho Paul!
Nobody can pass up a cheese danish Kevin . . . we’re only flesh and bones! 🙂
Keeping my fingers crossed for you on that 25% upgrade!
I have used this technique with great success – although my story comes from stopping at McDonalds for a simple cup of coffee – and then being asked if I would like a danish to go along with it. Paul – who can pass up a cheese danish? Today, I finalize the ‘upgrade’, which has a potential to increase vevenue by 25+% Gung Ho Paul!
Nobody can pass up a cheese danish Kevin . . . we’re only flesh and bones! 🙂
Keeping my fingers crossed for you on that 25% upgrade!
Sometimes I think we get programmed to assume everybody is going to be skeptical and a “hard nut to crack.” A large part of overcoming this just has to do with adjusting our attitude with a little positive thinking. If we instead assume that everyone we meet is anxious to buy from us, what kind of world would that be!? Defaulting to yes bleeds through and can actually be contagious.
That’s a great point Don . . . we have to begin from a point of confidence and belief!
Thanks and TGIF!
Sometimes I think we get programmed to assume everybody is going to be skeptical and a “hard nut to crack.” A large part of overcoming this just has to do with adjusting our attitude with a little positive thinking. If we instead assume that everyone we meet is anxious to buy from us, what kind of world would that be!? Defaulting to yes bleeds through and can actually be contagious.
That’s a great point Don . . . we have to begin from a point of confidence and belief!
Thanks and TGIF!
My new employer doesn’t offer direct deposit, and banks with Wachovia. So to avoid the 10 day hold on an out of state check, I took my first paycheck to Wachovia with the idea of cashing it and then driving down the street to my bank to deposit the cash. The bank teller told me that they charge $5 to cash a check for if you are not a customer, but that if I would open an account and just leave $100 in it, I could cash my paychecks for free, and that they would waive the check charge this time if I would consider it. I did consider it, and on a few seconds thought realized making two stops every payday was kind of stupid.
I had no intention of changing banks when I walked in the door that day, and if they had gone for the kill and tried to sell me on changing banks I would have resisted strongly. Instead, they focused on simply getting a customer, apparently confident that I would move all my banking to them on my own. It worked.
I love story like this one because they drive the point home.
Could you imagine how many new clients they bring in annually just from have that simple discussion?
Brilliant if you ask me!
Thanks for stopping by and sharing that awesome story!
As a bank teller, yes that’s how we do it! lol
My new employer doesn’t offer direct deposit, and banks with Wachovia. So to avoid the 10 day hold on an out of state check, I took my first paycheck to Wachovia with the idea of cashing it and then driving down the street to my bank to deposit the cash. The bank teller told me that they charge $5 to cash a check for if you are not a customer, but that if I would open an account and just leave $100 in it, I could cash my paychecks for free, and that they would waive the check charge this time if I would consider it. I did consider it, and on a few seconds thought realized making two stops every payday was kind of stupid.
I had no intention of changing banks when I walked in the door that day, and if they had gone for the kill and tried to sell me on changing banks I would have resisted strongly. Instead, they focused on simply getting a customer, apparently confident that I would move all my banking to them on my own. It worked.
I love story like this one because they drive the point home.
Could you imagine how many new clients they bring in annually just from have that simple discussion?
Brilliant if you ask me!
Thanks for stopping by and sharing that awesome story!
Fantastic. I fall for these all the time and, like you said, I realize too late that I didn’t plan for the extras but I’m OK with it anyway. I’m wondering if this technique can be expanded to cover large complex B2B sales. Can you imagine walking away with an extra million dollars worth of sales?
I think we could easily apply this in a B2B world because there’s two aspects of this type of question:
1) The add on or upgrade
2) Just the simplicity of cutting to the chase instead of complicating the sale. So this could actually be our approach to a closing question.
Walking away with that extra million you mentioned would be beyond awesome Jack!
Happy Friday to you my friend!
Fantastic. I fall for these all the time and, like you said, I realize too late that I didn’t plan for the extras but I’m OK with it anyway. I’m wondering if this technique can be expanded to cover large complex B2B sales. Can you imagine walking away with an extra million dollars worth of sales?
I think we could easily apply this in a B2B world because there’s two aspects of this type of question:
1) The add on or upgrade
2) Just the simplicity of cutting to the chase instead of complicating the sale. So this could actually be our approach to a closing question.
Walking away with that extra million you mentioned would be beyond awesome Jack!
Happy Friday to you my friend!
Excellent message Paul. We were just talking about this in our weekly meeting. We have to start taking back our self esteem, regain our swagger in the face of “educated” customers who start knocking down our price before we even talk about our service. Close the deal.
Interesting article Paul. Particularly funny and pithy. I use the word pithy because you actually used a very common occurrence (bank teller, Starbucks gal) to describe the most satisfying way of selling and being sold to ever invented. When you’re not even aware of it….and it never even hurts…its the most satisfying feeling for the one on the receiving end and the one dealing it isn’t it?
Totally agree Thomas!
Thanks for contributing to our discussion!
Interesting article Paul. Particularly funny and pithy. I use the word pithy because you actually used a very common occurrence (bank teller, Starbucks gal) to describe the most satisfying way of selling and being sold to ever invented. When you’re not even aware of it….and it never even hurts…its the most satisfying feeling for the one on the receiving end and the one dealing it isn’t it?
Totally agree Thomas!
Thanks for contributing to our discussion!
I agree to a degree 🙂 To be honest as a customer “upselling” can really get on my nerves and just lately a friend posted a comment on FB how he hates constantly being asked if he would like to add this or that. It can make you want to avoid a store if not done with tact and a sense of who just wants to get in and out.
You’re absolutely right Dorian. The key is with tact and not to go overboard.
Thanks for stopping by Dorian and enjoy the weekend!
I agree to a degree 🙂 To be honest as a customer “upselling” can really get on my nerves and just lately a friend posted a comment on FB how he hates constantly being asked if he would like to add this or that. It can make you want to avoid a store if not done with tact and a sense of who just wants to get in and out.
You’re right on here Paul. In training sales people myself I find myself uttering the words, “Stop Selling,” more times than I can remember. Thanks for sharing.
I think we all need to keep those words by our phones and then carry them around mentally when we meet face to face.
Thanks for stopping by and have an awesome weekend Karl!
You’re right on here Paul. In training sales people myself I find myself uttering the words, “Stop Selling,” more times than I can remember. Thanks for sharing.
The other day I pulled up to the drive through Wendy’s to check out the new fries and I expected the dude in the speaker to ask if I wanted the super sized special of the day with triple bacon.
Instead, the first question I heard: “Is this for here or to go?”
Hope you have a rock star weekend!
That’s beautiful!
I would have said “For here” and then proceeded to eat it right at the window 🙂
Enjoy your weekend as well Mike!
That’s beautiful!
I would have said “For here” and then proceeded to eat it right at the window 🙂
Enjoy your weekend as well Mike!
I enjoy offering my customers new bank products and services, and it is a pleasant exchange. I am happy to help them with their choices.
I enjoy offering my customers new bank products and services, and it is a pleasant exchange. I am happy to help them with their choices.
Would you like to super size that…I never go for the warranty after buying appliance, but many people do…Ask for the sale