saasesforthemaases

Account Manager, West

Selling Through COVID?

Strange times for salespeople right now. In any case, I've come across the first time where a potential client who is in advanced pipeline has come down with COVID. He's back working but is not feeling 100% and it's clear he's behind with his work. It's end of quarter and they're in my best case. It would be a big win for us to get the relationship, but they're in the moment in the sales process where you have to push for commitment.

The contrast in low-EQ of pestering this prospect to commit vs. my corporation's goals of closing revenue is obvious. I have to choose between pestering this guy for commitment or kick the can down the road to next. Q when he's feeling better and I can assertively close and not feel so terrible about staying all over him.

What's the right thing to do here? Has anyone else come across this situation?

📈 Closing

🦠 COVID-19

14 comments

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Money

Executive

Head of Sales

Yes, you have a goal, a forecast, and an expectation of revenue. But those are all things.

Be a human first and acknowledge their situation. I'd send something like this to your prospect.

"Prospect - glad you're back in action! I'm sure you're buried getting back up to speed. Based on our conversations, is moving forward with our solutions in your near-term set of priorities?"

Perhaps fluff it up with some verbiage around how quickly you could implement/setup during Q4 (if relevant) and how easy it would be.

Whether the prospect says yes or ignores your email, you've at least got your answer.

saasesforthemaases

Tycoon

Account Manager, West

This is great advice, thanks!

Diablo

Politicker

Sr. AE

Perfect approach!

FormerStartupJobHopper

Tycoon

Huh, that's a tough one. I tend to lean towards bluntness/brutal honesty. If you have the relationship, call out the elephant in the room.

"Mr Prospect I feel funny even writing this email as I haven't worked directly with someone who has Covid-19 on an urgent project like this before, so I hope you don't mind my candor.

I imagine that after missing time you're still catching up and I can't imagine what your inbox must look like. Is executing on this still a priority for this month, or are you not going to have time to do XYZ?"

Idk, some people might feel like this gives him an out. I kinda feel like it gives him room to be real about whatever is going to happen anyways. Then you can forecast correctly, properly incentivize him with pricing, whatever

Coachlasso

Catalyst

VP - Revenue/Growth

I like this one— I think resetting expectations is the name of the game during COVID era.

Its true they may be fine moving forward, or want to catch up for lost time, but being direct could accomplish a signature or help you/your team know how to prioritize effort during Q4

mitts2

Politicker

Account Executive

Definitley need to be empathetic of the prospects health but if he is back and actively working then i would say it is fair game to follow up and push for a commitment. @money has a solid approach on how to put it into words. Be empathic but move forward.

UrAssIsSaaS

Arsonist

SaaS Eater

Yup agreed. At work = fresh meat lol. Just do it with empathy.

saasesforthemaases

Tycoon

Account Manager, West

Thanks I ended up following the advice above and we'll see how it goes!

LordBusiness

Politicker

Chief Revenue Officer

Tough call, but If the dude is working, then he could be signing

WomenWantMeFishFearMe

Politicker

I mean I'd explain the situation to him and try to be delicate, and quick. It's a fine line you're walking here. I'd call and say, "Listen, I know you're not feeling well, and I know it's a lot to ask from you right now, but let's try and get a commitment from you here. Just give me a yes, and I'll stay out of your hair until you're doing better. Thanks etc. etc."

mitts2

Politicker

Account Executive

Just to play devil's advocate a bit on this. Perhaps think about editing this talk track to avoid making it sound like such big deal to ask to move forward. They psychology of "I know you're not feeling well, and I know it's a lot to ask from you right now" makes it seems like a bigger deal and can put the prospect on the defensive.

My version would be something like, "hey glad to have you back. I know from our previous convos we talked about a commitment by X date. is that still feasible?...." and then be ready to back it up with value from your discovery calls

WomenWantMeFishFearMe

Politicker

Fair, I was spitballing tbh, and probably wouldn't do it exactly as outlined above but similar

cw95

Politicker

Head of SDR

We had a similar scenario - about to close and they literally all got covid. One of them, unfortunately, passed away.

However, we took the approach of giving them space, letting them use our platform as much as they wanted until they reached out (not for ages of course as business is business) but just a bit of a break.

They came back and appreciated it and signed up to a bigger package.

CuriousFox

WR Officer

🦊

What was the outcome?