Opinions Wanted I'll think about it!

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HB

HB

SGF, Supreme Grumble Framer
Joined
Mar 26, 2003
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Alberta CANADA
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The Framing Nook
What do you say when you have shown the client your framing recommendations & given them a price and they say they will think about it!

Lets assume that they like the design, turned down a more economical approach but seem hesitant about the price.

Do you talk about your guarantee, workmanship, point out the benefits of your business, explain why the quality work warrants the higher price, tell them how much enjoyment they'll get out of it, pry for more information as to why they are not committing, or just wish them a good day?
 
I let them know that I believe we have chosen an outstanding design and I will have a record of what we chose in my system for when they are ready to go forward.

Depending on the circumstances I sometimes will bring up that they only have to pay half down for a deposit and the balance would be due when they pick up the work. I let them know I can be flexible with the due date so that they can budget for the balance.

Sometimes I will suggest a few areas they could cut back on... regular glass instead off CC, single mat instead of double, etc. This often will prolong the conversation which gives the client another opportunity to confirm the order and their choice of design. They usually do not want to compromise and if you can engage them for just a while longer they will place the order.
 
Dave said:
Sometimes I will suggest a few areas they could cut back on... regular glass instead off CC, single mat instead of double, etc. This often will prolong the conversation which gives the client another opportunity to confirm the order and their choice of design. They usually do not want to compromise and if you can engage them for just a while longer they will place the order.
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I was totally with you until this part. I know you are saying this to prolong the conversation but in my opinion you have gotten to a design that they like and while they are saying they want to think about it, it's still not a no. Bringing up changing options just muddies the water and can undo what you have accomplished. Don't even open this door to deconstruct your sale unless you are certain that price is the objection.

Sometimes people really do need to think. Even though most of the sales "experts" in our industry will tell you that they have permission to do the job or they wouldn't have walked in the door, sometimes they might need to check with a spouse. This is a different economy and for folks that are not familiar with custom framing might want to check with their wife/husband to make sure that it's ok and worth it to spend.

If they need time to think just make sure that you have all of their contact info and can follow up with them and put it in your calendar to do so within a week.
 
If it's something straightforward like most stuff on paper, I'll offer a 'ready-made-to-order' and deduct a fitting charge.

Sometimes, when I explain what I won't be doing (making sure the glass is spotless and that there are no flumbs floating about, sealing the back .... and maybe the front, attaching D rings and wire), the smile turns to a frown and I win the job.

Sometimes though I wish I'd kept my mouth shut because when they collect they want a detailed explanation on how to do all that.

If they do go to 'think about it' I give them the top copy of the order and after the price I write a date that the price will be good until - sort of 'don't take too long to think about it - costs go up all the time'
 
I disagree, Paul. The trimming of the design almost never happens.

When they realize that a single mat adds maybe 20.00 to the $ 250.00 bill or the changing of glass saves them only $ 22.00 or so they stick with the original design. It is my experience that going through that process though engages them long enough that they go forward nearly every time. It allows them the time to confirm their first choice.
 
I see your thought process and of course can't disagree if it works for you but I teach all of my team to never back off a design until they fully know the objection.

If the objection isn't price and it's something else, why give up the ground is my stance.
 
What they think their story is, is fuchsia.....

but you keep hearing and thinking pink.

if you listen to what the story is, and you show them fuchsia.... they pop a Wow and the deal is done.

If they have turned down the less expensive, then you know your in the ballpark.... you just need to go back over the story they want told.... maybe it's a weak color, when they want bold.... or you went bold when they wanted subdued . . . maybe they are thinking gold, said gold, but what they really are trying to say is toned silver.

It's always about the story and getting it across in THEIR language, not yours.
 
The majority of the time the statement, "I need to think about it" is just an excuse.

You need to ask questions to overcome it.

Direct or indirect, you must ask questions or there will be no order today.

You might ask directly, what they have to think about. You might get a real answer or you might have to digg deeper.

They might say price - you might follow up with value for price / etc.

They might say not sure about that color mat / or moulding or whatever. If they agreed early on about the choices that were made, bring that back to them. Reassure them about their choices or take different tact.

I believe that 99.9% of the time, "I have to think about it, is an excuse" You have to get to the bottom of it.

Remember that there is a difference between a "Clerk" an "order taker" and a "Closer"
 
This almost never happens in my shop. People either go for the design (most common) or else they get sticker shock and run away. Occasionally they get sticker shock and we are able to trim the design down to fit their budget, but we nearly always get a decision one way or the other before they leave the shop.

HB said:
What do you say when you have shown the client your framing recommendations & given them a price and they say they will think about it!
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Interesting that you describe it as "showing the client YOUR framing recommendations". Does this mean that YOU come up with the design and let the client say yea or nay? In my shop we have a very collaborative design process; we solicit input from the customers as to what they might have in mind and use that as a jumping-off point for a design. The customer becomes very attached to the design because they feel they "own" it. While we may offer suggestions ("If this were MY project I'd do this...", or "To me, this piece is crying out for THIS moulding") we make it very clear that the final design belongs to the customer.
 
HB said:
What do you say when you have shown the client your framing recommendations & given them a price and they say they will think about it?
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Usually, this response means there is a hidden objection or issue you are certain of....

So I just politely say "OK, so do you have any other considerations?"

.... Which is a subtle way to help extract/reveal the underlying issue.... (Which isn't always price.)

It doesn't always "close the sale", but it does help remove "the mystery" sometimes, and also may give you another chance to overcome an objection?

Cheers,

Jared
 
Ah selling!!:rolleyes:

One of my mentors once described it as "the best game in town" and that, I think, is the best way to play it. It is a game which is unique in that unless both parties win, both end up losing.

"I will think about it" usually means they are not blown away by what I have offered or they want to shop around. There is no harm in trying a couple of different designs and, in my opinion, this, or anything else which keeps them talking gives me more chances to work out why they are not committing.

I will usually meet price objections by suggesting a cheaper moulding but usually leave the "good" one on the table and make the point that we are talking about something which will last 10 years or more and is the extra cost that much of a big deal?

One thing I think all of us should do is read selling books, attend selling seminars and watch good salespeople when we are doing our own shopping. There is always something useful you can learn.
 
pwalters said:
Sometimes people really do need to think. Even though most of the sales "experts" in our industry will tell you that they have permission to do the job or they wouldn't have walked in the door, sometimes they might need to check with a spouse. This is a different economy and for folks that are not familiar with custom framing might want to check with their wife/husband to make sure that it's ok and worth it to spend.
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This is quite true. And it's not always a lost cause, quite often the other party shows up alone or together and approve. and sometimes even spend more.

I tell them I'll save the design details in my POS of sale and that actually makes them more willing to come back and not re start the design process from scratch.

Happened last weekend twice (and both times they came back and went for it)
 
There is some truth in everyone's story here. It all depends on the situation,the type of customer.

If a customer says; 'I have to think about it', it can mean so many things. If it is price, I will do as Dave says, show them other options.
Sometimes 'I have to think about it' is just a polite way to say 'no'. Sometimes it just means exactly that.

A lot of times, I offer to keep the artwork, store it for them, until they come back. I also tell them that the complete design is stored in my computer and give them a printed out quote.

If it's not about price but they are not sure about design, or if I haven't wowed them yet, I tell them I will work on design some more and will have a few more choices for them to look at when they come back, or if they want to come back with their spouse.
 
One problem many salespeople face is feeling like customers are REJECTing them when they are only OBJECTing. A rejection is more final, but can still potentially be turned around. An objection is just the customer's way of letting you know they are not yet comfortable making a decision. From there it's back in your court to guide them to the point where they are ready to say yes.

Keep in mind that many consumers do not understand the custom framing process. If you do a good job of "reading" their needs, you can help remove the discomfort throughout the process so you have fewer objections at the end.

Personally, I would not hesitate to say, "You seemed to love the frame design. Is it a price issue or if there is a problem with the design, just let me know what you don't like here or what you would like to see. I certainly want you to be comfortable with your choice." This shows you are willing to work with them, lets them know you are taking responsibility for possibly not giving them the design they wanted and it gives them an opportunity to explain the situation with less embarrassment.

Jared Davis has written two great articles in recent Picture Framing magazine issues that apply to this topic. In the April 2010 issue, he wrote on "Creating Front Counter Magic". This applies to helping reduce/eliminate the objections throughout the process. In the June 2010 isses, he wrote "Dealing with Objections". How much more appropriate can that be?
 
I agree with both Jared and Greg@larsonjuhl

If you get a " I need to think about it" then I believe there is no need to beat about the bush, with flowery words.

Jump strait in and discover exactly what it is they need to think about, by asking nicely - OK I understand you, what is the aspect/part you need to think about?

Once you discover this - then you are much closer to closing the sale. Finding out what is stopping them from saying " Go ahead" - will then allow you to tailor your answer so that their original objection / doubt is eliminated or much reduced.

Most buyers know so little about framing - is it any wonder they "Need to think about it !!"Many are outside their comfort zone. Its up to us to make them realise that we can be trusted to make a nice frame at a fair price.
 
In my world, "I'll think about it" means "I'll come back on payday." I always offer to store the art, especially if it's not in a tube or other protective cover. If they take it with, then I didn't sell it. Most of the time they leave it.

I see this a lot with first time buyers. They have no reference point for the cost of framing, but if they are engaged in the design, I'll see them again.

And then there are the people that are open about needing to shop around. I almost always see those people back.
 
Great advice.

As to the "my recomendations" issue, what we do is recommend after fully enquiring as to their needs &/or desires!

I have read Jared's articles & attended the talk he had on the subject & advise others to do likewise.

I thank all for the reminder that though sometime they do need to think it over, usually I have to find out what they really mean. How that is to be done is the real skill, I guess.


Keep it coming....
 
Remember when I said this hardly ever happens to me? Well it happened twice this week... in both cases the customers really LOVED the designs but kinda stiffened at the price.

So my question is, should I wait a few days and contact them ("Have you thought about it?") or would this be too pushy?
 
Yes, you can contact them, but I think you should have an extra reason for the contact, other than "Have you thought about it?" ...

maybe something like:

"Hi...... , it was nice to be able to spend some time with you earlier this week, helping you choose your framer design... and I just wanted to let you know, we are having a "special promotion" next week - and we are offering a gift certificate to the value of 10% of the purchase price, with every custom frame for one week only - so if you are still interested in getting it framed, you might want to consider this...

or even...

"Hi ......, I was thinking about your frame design, and we just got some new moulding samples in today, which I think would be really worth considering... as I though of your artwork straight away as soon as I saw them!.... "

then.... whatever direction you choose, you actually have to follow through on that idea too, to make it genuine!

Jared
 
They are in a small business, they have taken you away from your work, they know any sale is important to you. They do not want to just give you a flat out "no." For them to just say no, would be very uncomfortable for everyone.

"I'll think about it"........"I want to talk it over with my better half"....."Could you write this all down for me?"....etc. etc.

These are all graceful ways out of your shop without seeming like they said no to you.

Just flow with it and be nice. Accept the fact that you did not get this one, it's just the way it is.

John
 
HB said:
What do you say when you have shown the client your framing recommendations & given them a price and they say they will think about it!

Lets assume that they like the design, turned down a more economical approach but seem hesitant about the price.
Click to expand...

If they liked the design, I may try to show them our visualization software; however, they have to show me some interest. This usually nails the deal. If they are fighting you with discomfort or excuses, then just let them go politely, and absolutely NO PRINTED QUOTE for them. If they are not volunteering what is really bothering them, then tell them to compare prices, and let them know that you believe they will be back.

The next time you seem them, they will place the order. Otherwise, move on to the next customer or job.

You might want to check the "vibes" too. Sometimes, I may not putting out the right vibes -- a prospect may not trust me, and if this is the case, I will not get the order! Prospects are trying to read us all the time. This can work both ways. Recently, I had a Persian lady prospect tell me, "this is expensive, but I dont want to drive all over town -- if I dont like you, I wont buy from you, but by looking at your eyes I trust you - that's how I am". The job was about $750.

People are so unique and unpredictable. That is what makes sales a fun challenge. Good luck.

Ernesto
 
I will try and elicit more information and dialogue by saying something like this……“I guess what we have discussed is not meeting your expectations, had you a budget price in mind for what you wanted done” did I go way off track for you!!!! ….( I would say this in a very friendly and non threatening manner………real soft and friendly)

Then I might go to Robo’s plan of a “Ready Made to Measure” or point them to my “Base Line Value Range”

And sometimes in reality you never had a chance of doing business with some people at a particular time in their life………if I get that sort of indication I would gently fold my tent and offer them a discount of some sort on the next thing they want framed (that’s me not slamming the door as they go out).
 
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