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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.

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

Published in: Business
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Selling to Tough Customers - Ace of Sales

  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

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