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Dealing With a Difficult Prospect
Submitted: 2007-01-17 15:37:46
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Before we look at the nuts and bolts of this topic remember you are human and as such the first reaction by salespeople when confronted with this prospect is to decide “they aren’t worth my time” or take the “I’ll show you” approach.
Neither of those will accomplish anything that will lead to a sale. You may feel better or feel like you won, but ultimately you and the company or product you represent will lose out in the long term.
The first step you should take when dealing with a difficult prospect is identifying the cause of their frustration, anger and attitude.
Take time to listen before you try to present or sell. While they are in an emotionally charged frame of mind anything you say will be lost on them. This is their chance to “show you”.
Once you have identified them as a difficult prospect simply say...”Mr. Customer, it sounds like you have had a bad experience with (the product, the company, another salesperson). Would you mind telling me what happened? I certainly don’t want to make the same mistake.” Give them ample time to answer or tell you their side of the story.
Here is what you will accomplish:
They will vent their frustration or anger. At the end of their input they will usually be less angry or frustrated because someone took time to hear them out.
If you have listened carefully they will, in all likelihood, have told you exactly what NOT TO DO in order to earn their business.
Does this technique work one hundred percent of the time? No. Nothing works all the time. You are simply trying to increase your probability for success. You alone, after you hear them out, are now in a position to decide if you want to continue to make them a customer or know if that is even possible depending on the circumstance. If what they are basing their frustration or anger upon is a customer service issue get your company involved to resolve it. You will not sell this customer until you do so. Even then it may too late to salvage the customer or account.
If you identify that another salesperson was the cause be certain to not repeat their mistakes. Also be warned not to demean or belittle the other salesperson, product or company. It does you no good in the eyes of your prospect. There are many ways to point out the advantages of doing business with you and your company without it.
In conclusion, you will find that turning a difficult prospect into a customer will win you a customer for life.
2006 Copyright MasteringSelling http://masteringselling.com |
Article source: Expert Articles
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