Which Works Best – Kindness or Aggression?

knee-socks-tnThe interesting words used by salespeople in seminars during role play can be diverse: either aggressive or kind.

Example: A salesperson can either “overcomeobjections or “respond” to objections.

Which sounds better to you? As a consumer and a sales coach, I prefer “responding” to objections, which can open a two-way conversation.

A fascinating experience I had last week was a good example of selling with aggression versus kindness.

Looking online to find wool knee socks (because even here in Virginia Beach, the cold weather will soon be here) I found two sources with exactly the socks I was looking for. Both prices were about the same.

After creating an online shopping cart in both retail websites, I read the reviews on both sites and waited a day to decide where to purchase the socks. Not a big decision, but I wanted to be sure and get the best value, because returning the socks could be a hassle.

The next day, two different emails appeared in my inbox.

The subject line from one of the online retailers: “You Snooze – You Lose!”

A good attention-getter.

The message read:

“Someone else may buy what you’re interested in, so come on back before it’s too late!”

The email from the second retailer used a different subject line:

“Ooops . . . did you forget something?”

That was a kinder and gentler attention-getter, in my opinion.

The message:

“If you had trouble checking out, please let us know. Send us an email or call and we will help you.”

(Good customer service.)

“And, when you do check out, please use this personal 10 percent discount code good for the next 24 hours.”

The decision was easy to make.

I purchased from the kinder, gentler retailer – and the 10 percent personal discount made it much easier to decide.

NOTE: Amazon was not one of these two online retailers.

I don’t know about you; but I prefer the language of kindness and not aggression.