Back to Basics – Courtesy in Sales.

Make sure that if you get one first name you also get the other. If you have to email them. you cannot address one by the first name and the other formally. You’re left with with addressing them both formally which is strange if you’ve got on to first name terms.

General Courtesies.

Decide with your customer where you will all sit together. Don’t just commandeer a space. Ask permission before you choose where to sit to avoid sitting in someone’s favourite space.

If you’re plugging anything into their tv ask them to do it. Sometimes they don’t know how to set the tv onto the right channel to pick up your screen so you may have to take over the remote control but ask first. Always make sure you return the tv to the channel it was on before you leave.

Ask permission before you use their electricity. If the socket is behind a lamp or it’s a faff to get to, let them do it, especially if something else has to be unplugged to make space for you.

Using the loo.

How nice it is when someone shows us the courtesy of offering the use of the cloakroom when we arrive or before we start the journey home? Unfortunately, it rarely happens. Despite the fact that every living being on the planet has the need to eliminate waste in some way, it’s still a bit of a problem for us.

Some people have a problem with strangers using their loo so it is to be avoided unless necessary but what do you do. Obviously the first rule is that you never use the loo without asking permission and if you do, you certainly leave it clean and with the lid down.

Why don’t they like strangers to use the loo? First of all, it may not be tidy or clean and they wouldn’t want others to see that. They also may hang their washing in there, use it as a broom cupboard or just have personal things in there. That applies often more to a bathroom than a downstairs cloakroom. They tend to be less protective of a cloakroom than a bathroom. A cloakroom in a hallway is less personal so if you must ask, you can do so more comfortably if you have already spotted that there is a separate loo downstairs.

When is the best time to ask? Preferably when you have already been there a while and have established some rapport, so you don’t seem so much like a stranger. Asking as soon as you arrive will almost certainly alienate you as it interrupts the introduction and ruins that foundation that you need to create. Be aware of where your customer is also. Don’t leave them waiting for you. For instance, if you’ve measured upstairs, don’t ask as you are all going down the stairs. This can leave them in an awkward position. They may not like to leave a stranger upstairs so what do they do? Hang around waiting for you? It can be awkward. Try to time it so it’s of no inconvenience to them. If you’re going out for samples and getting up anyway, just say, sorry to ask but do you mind if I use the cloakroom. You could also ask before you all settle down and they are busying themselves making the tea.

When the House is untidy.

Often customers are self-conscious about their house. If they offer an apology for the untidiness it’s always good to make them feel a bit better about it. Always assure them that you’re not here to judge their house and you completely understand. Maybe offer that you struggle to keep up yourself sometimes. If it’s because they have young kids and you experience the same problems, tell them so. It’s an opportunity to establish rapport.

When it’s so dirty that you’re not comfortable.

How clean a house is, is not an indicator of whether your customer can afford your products but what do you do when you’re offered a chair that is completely covered in cat or dog hair? Or the house stinks of rotting food, an unemptied bin or a cat litter tray. The standards under which you will work are entirely up to you. I’ve only refused two and both had dogs mess on the floor. That’s a step too far for me.

If you want the order, then you have to hide your disgust somehow. Nobody wants to be told their house smells. I hate to be covered in pet hair and keep supplies in my car, lint rollers, spare clothes, wet wipes and anti-histamine. On the plus side, your competition will be less because other salespeople will have given up on it.

When the customer is smoking.

I don’t come across this too often but occasionally you’ll come across smokers who carry on smoking while you’re there. Most people are courteous and don’t but if they do, it’s their home and it’s up to them. I can put up with it but don’t like it and the smell stays on your clothes. It is entirely up to you whether you are prepared to put up with it or not. You can state that they can’t smoke while you’re there but chances of getting an order after that are probably nil.

Check the Bottom of Your Bag is Clean.

If there is any chance that you are carrying in bags that are dirty on the bottom, then carry something with you to set them on to.

What not to say.

Don’t engage in political or racial conversations. It’s obviously been common for people to discuss Brexit in the last few years. Whatever your views and whether you agree with the customer or not, it’s not worth engaging. People are really emotive about it and before long you’ll find yourself drawn into saying something you don’t believe or arguing. It’s best to just not engage. Just say something non-committal like. ‘We’ll find out soon enough’ or’a lot of people think like that’ and move on back to a question about them.

No matter how obvious it might seem to you, don’t ask when the baby is due. Honestly, it’s just not worth it. I know this and I have still made the mistake a couple of times. It doesn’t matter. They’ll mention it soon enough. It’s not worth the risk.

Breastfeeding mums.

I feel like this has only become a thing in the last two years. On a couple of occasions, the mum has breastfed her baby while I was there. I don’t know if they would have done so if I’d been male but I think the rise in the belief that breastfeeding is natural and not to be hidden means that it’s probably only a matter of time before you come across it. They are in their own home and are entitled to feed the baby wherever they are comfortable. Just don’t make a big deal about it. Just carry on talking as normal and obviously don’t stare. You might use that time to go and get samples if you want to and it’s appropriate but if they haven’t asked for privacy then you probably don’t need to offer it. If you’re at all uncomfortable, just ask.