Mitch Axelrod, author of The New Game of Selling: Attract, Convert, and Keep More Customers and Multiply Profits, talks about the old game versus the new game of sales. Being in business for more than 30 years, Mitch talks about the old sales strategies being all about manipulation, convincing, and closing the sale. The new approach is about doing what’s right for the customer and the company. He says, “If the customer isn’t right, it’s better to break and move on.”
Another key difference between old and new is that the old game was always a pitch; whereas the new game is more of a conversation and it can be summed up in one sentence: it’s not just business, it’s personal. Axelrod says that in order to create a good relationship with customers, companies need to stop being systemic and silo themselves behind rules and procedures. If those get in the way of the customer, you’re putting roadblocks ahead of customers, potentially damaging that relationship. He adds, “If when given the choice to follow your rules or obey policies and procedures or love and serve customers, love and serve your customers 100% of the time.”
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