Originally Posted by tdc_worm
hmmm. i thought rule #1 was to develop the need. some people may not know exactly how to best fulfill a need if they do not know all the options there are. if i only know about options #1 and #2, i may miss out a better option, #3, that more appropriately fits my needs if am not informed about it. there is a fine line between developing the need and trying to upsell the customer, but if you help them develop the need you can ensure you send them away with the optimal option that addresses their needs.
I agree with this. Unless someone comes in and says I want ABC product and here is the money it shouldn't hurt to give the customer options. If the customer comes in and says he wants product A and that is what you sell him, but the product doesn't work how he wants it to he isn't going to blame himself. He is going to blame the person/company that sold it to him. On the other hand if you spend some time giving the customer options and really finding out how they are going to and want to use a product the salesman has a better chance of truely finding the customer the right product that is going to satisfy them. This is how you create loyal customers and get referrals.
Like worm said though it can be a fine line between helping them and upselling or pushing another product on them.