Selling to Tough Customers - Ace of Sales

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The rainmakers of sales all learn how to handle tough customers – it's one of the rights of passage. My webinar for ambitious sales people reveals how. …

The rainmakers of sales all learn how to handle tough customers – it's one of the rights of passage. My webinar for ambitious sales people reveals how.

Join me for a live session?

Feb 8, 2:00 EST - Follow the link below:

https://www2.gotomeeting.com/register/970482346


Umbrella's up,

Andy Horner
Chief Architect
Ace of Sales

More in: Business
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Transcript

  • 1. SELLING TOTOUGH CUSTOMERS
  • 2. “People do funny.” - Richard Horner
  • 3. “Yep... and so do you.” - Andy Horner
  • 4. Customer Rule of Thumb Never take yourself too seriously.Always take your customer seriously.
  • 5. Selling to Hot Heads
  • 6. Andy,I signed up, I scheduled time to be available, I went to the webinar, andI could not hear a thing. My prompt said that I was being muted by thehost of the webinar. I sent in two questions about my situation and inten minutes no one responded.You are giving sales training? Really?The hell with you,Jim
  • 7. Andy,I am so happy for your success.You not only did not answer my question, you did not ask any questionsto clarify my challenges. The patronizing school girl pout from your lastline came through loud and clear. Do you really work for Jeffrey? Moreimportantly are you going to take that skirt off and wade back into the sfight? I still have unresolved issues and one foot out the door.Are you going to let me walk away?Jim
  • 8. Jim,First off, I dont work for Jeffrey. I work with him - were partners.Id be thrilled to answer your question. Give me a second to getmy notepad out of my purse.Waiting patiently with pen in hand from hell,Andy
  • 9. Andy,I read your e-mail and smiled right away and then grunted out loud.I re-read it this morning two or three times and laughed out loud.Nice job.I read over our e-mails of the last few days I am afraid that the personacting like a diva was me. Please accept my sincerest apology. Its goodfor me to get knocked off my high horse once in a while and have tocrawl back into the saddle. Again please forgive my personal assault.Yours truly,Jim
  • 10. Conflict Resolution 1011. Listen
  • 11. Conflict Resolution 101 1. Listen1. Listen
  • 12. Conflict Resolution 101 1. Listen 2. Understand1. Listen
  • 13. Conflict Resolution 101 1. Listen 2. Understand1. Listen 3. Apologize
  • 14. Conflict Resolution 101 1. Listen 2. Understand1. Listen 3. Apologize 4. Fix
  • 15. Words of WisdomThink before you put it in ink.
  • 16. What is my favorite word?
  • 17. What is my favorite word? Reconciliation
  • 18. How to respond...With understanding and action
  • 19. Selling to Rude Critics
  • 20. Andy,Read your piece. Suggest you learn to spell.Donald
  • 21. Andy,Read your piece. Suggest you learn to spell.DonaldDonald,I rerread it twise adn didnt see a syngle mispeled word.Thansk, thow!Andy
  • 22. Words of WisdomLet your critics smack themselves.
  • 23. How to respond...With grace and creativity
  • 24. Selling to Busy Bees
  • 25. What not to do...• Don’t bludgeon them with “How ‘bout now?”• Don’t check in with “I’m checking in...”• Don’t accuse with “But you said...”• Don’t annoy with “Any further questions?”• Don’t keep calling with nothing to say• Don’t be overly eager or intense• Don’t sound desperate• Don’t bribe them• Don’t write in paragraphs• Don’t write in streams of consciousness• Don’t ask them to do the work• Don’t ask about their kids• Don’t give up
  • 26. What to do...• Follow up quick• Offer ideas• Send relevant articles and info• Send customer examples• Use humor• Send them a referral• Buy them lunch• Ask a simple question• Be clever• Use visuals• Use email, video, and print• Call on occasion with something new• Keep going until they ask you to stop
  • 27. Words of WisdomDuring the initial meeting, tee up your follow up.
  • 28. How to respond...With value and persistence
  • 29. Selling to Serious Sam and Sir Talks-a-Lot
  • 30. Extrover v Introver ts s. ts
  • 31. Extrover v Introver ts s. ts
  • 32. Extrover v Introver ts to s. conversation close• Lead them the ts
  • 33. Extrover v Introver ts to s. conversation close• Lead them the ts• Get their commitment before you leave
  • 34. Extrover v Introver ts to s. conversation close• Lead them the ts• Get their commitment before you leave• Don’t over value the quick closeness
  • 35. Extrover v Introver ts s. ts
  • 36. Extrover v Introver ts s. ts• Watch for their signs to sign off
  • 37. Extrover v Introver ts s. ts• Watch for their signs to sign off• Don’t push them for the sale now
  • 38. Extrover v Introver ts s. ts• Watch for their signs to sign off• Don’t push them for the sale now• A reserved demeanor doesn’t meandisinterest
  • 39. Relation v Rational al s.
  • 40. Relation v Rational al s.
  • 41. vRelationtime to bonding over shared• Give plenty Rational alinterests s.
  • 42. vRelationtime to bonding over shared• Give plenty Rational alinterests s.• Don’t focus on the details, unless theyprobe
  • 43. vRelationtime to bonding over shared• Give plenty Rational alinterests s.• Don’t focus on the details, unless theyprobe• Reveal your passions and emotions
  • 44. Relation v Rational al s.
  • 45. Relation vachievements and goals• Ask about their Rational al s.
  • 46. Relation vachievements and goals• Ask about their Rational al s. technical and offer• Be prepared to getproof
  • 47. Relation vachievements and goals• Ask about their Rational al s. technical and offer• Be prepared to getproof• Get your team experts involvedimmediately
  • 48. Words of WisdomTwo things you must quicklyuncover with a new customer:how they relate and respond.
  • 49. How to respond...With wisdom and leadership
  • 50. Selling to Dr. Jekyll and Mr. Hyde
  • 51. Words of WisdomSit on them a short while.
  • 52. How to respond... With patience
  • 53. Selling toThe High Maintenance
  • 54. Words of WisdomDrop them an appreciative hello from time to time.
  • 55. How to respond...With brevity and follow-through
  • 56. Selling to Top Brass
  • 57. Words of WisdomHe who talks first loses.
  • 58. How to respond...With respect to their legacy
  • 59. Try This Respectfully say,“I completely disagree.”
  • 60. • The term, “That’s interesting” is usuallyVoice Cuesnegative• Give short answers unless you hear, “Tell memore!”• The reply, “Uh, sure” translates to “Do I haveto?”• If their voice becomes rapid or raised, cut itshort
  • 61. Body Cues
  • 62. Body Cues
  • 63. Body Cues
  • 64. Body Cues
  • 65. Body Cues
  • 66. Body Cues
  • 67. Body Cues
  • 68. What’s the best way to shake a hand?
  • 69. Don’t baseFinal decision to hang in your Thoughttherewith a tough customer on yourfeelings.Base it on the degree to which they’rebeing unreasonable and affectingother customers.
  • 70. SELLING TOTOUGH CUSTOMERS