先日、若手の営業マンに驚かれたことがあります。
いま私が勤務する会社では、コロナをきっかけに商品の解約が起きています。私の担当先でもありました。
ある会社のお客様から、契約を解約をする旨のメールがきました。商品は仮に、プロ野球の東京ドームの年間シートにします。そのお客様は年間シートを4枚、毎年購入していますが、今年は一枚もいらないと連絡があったのです。
そのメールを確認した時オフィスにいたのですが、私はすぐにお客様に電話しましました。解約の理由を聞くと、会社の予算が厳しくなっているとのことでした。
ここはもうお願いするしかないと思い、なんとか2枚だけは残してもらえないでしょうか、と電話越しに頭を下げました。THE・昭和の営業と同僚には見えたでしょう。ちなみには私は40代の管理職です。
このお願いに対してお客様はOKをしてくれて、なんとか2枚残してもらえました。お礼を言って電話を切ると、33歳の営業マンが声をかけてきました。
「お願いで残してもらえるんですか？」
とびっくりしているのです。こう思ったのは、他の若手の営業マンも同じというともわかりました。
今の営業は、セールスフォースを使ったり、ABM（アカウント ベースド マーケティング）や顧客のニーズや目的を深掘ったりと、理屈からはいる訓練しか受けていないのです。
データからお客様のニーズをつかみ、適切な商品を販売していく。お客様のニーズや目的を把握して、ソリューションを提供する。
これは最もな話で、私もそのように営業していますが、それだけではないのです。
ここでは若手の営業マンは、お客様のもっと直接的な気持ちを理解していませんでした。
解約するお客様も、こちらに申し訳ないという気持ちがあるのです。お金を出している側だからと言って、100％強気ではないのです。
また、若手といろいろ話していると、いろんな会社があるということも理解してませんでした。
予算を削る際に、どの会社も明確な目標金額を設けていると思ったのです。100万円とか1,000万円を減らすという目標が。
そうではない会社もたくさんあります。コロナで厳しいのはどこも一緒ですが、予算削減の目標金額は特になく、「使ってないのは解約しろ」ぐらいの、上からのゆるい命令もありうるのです。
これは大手企業でも中小企業でも同じです。
頭を下げて効果的な場合もある、ということを若手営業マンに知ってもらえるいい機会でした。
はたから見ると情けない営業かもしれませんが、営業で最もた大切な「あきらめない」気持ちにも通じます。
営業マンのスキル相談や転職相談がありましたら、TwitterにDMをください。
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