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

1. SELLING TO
TOUGH 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, and
I could not hear a thing. My prompt said that I was being muted by the
host of the webinar. I sent in two questions about my situation and in
ten 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 questions
to clarify my challenges. The patronizing school girl pout from your last
line came through loud and clear. Do you really work for Jeffrey? More
importantly are you going to take that skirt off and wade back into the
s
fight? 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 don't work for Jeffrey. I work with him - we're partners.
I'd be thrilled to answer your question. Give me a second to get
my 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 person
acting like a diva was me. Please accept my sincerest apology. Its good
for me to get knocked off my high horse once in a while and have to
crawl back into the saddle. Again please forgive my personal assault.
Yours truly,
Jim

10. Conflict Resolution 101
1. Listen

11. Conflict Resolution 101
1. Listen
1. Listen

12. Conflict Resolution 101
1. Listen 2. Understand
1. Listen

13. Conflict Resolution 101
1. Listen 2. Understand
1. Listen
3. Apologize

14. Conflict Resolution 101
1. Listen 2. Understand
1. Listen
3. Apologize 4. Fix

15. Words of Wisdom
Think before you put it in ink.

17. What is my favorite word?

18. What is my favorite word?
Reconciliation

19. How to respond...
With understanding and action

20. Selling to Rude Critics

21. Andy,
Read your piece. Suggest you learn to spell.
Donald

22. Andy,
Read your piece. Suggest you learn to spell.
Donald
Donald,
I rerread it twise adn did'nt see a syngle mispeled word.
Thansk, thow!
Andy

24. Words of Wisdom
Let your critics smack themselves.

25. How to respond...
With grace and creativity

26. Selling to Busy Bees

27. 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

28. 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

30. Words of Wisdom
During the initial meeting,
tee up your follow up.

31. How to respond...
With value and persistence

32. Selling to Serious Sam
and Sir Talks-a-Lot

33. Extrover v Introver
ts s. ts

34. Extrover v Introver
ts s. ts

35. Extrover v Introver
ts to s. conversation close
• Lead them the ts

36. Extrover v Introver
ts to s. conversation close
• Lead them the ts
• Get their commitment before you leave

37. 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

38. Extrover v Introver
ts s. ts

39. Extrover v Introver
ts s. ts
• Watch for their signs to sign off

40. Extrover v Introver
ts s. ts
• Watch for their signs to sign off
• Don’t push them for the sale now

41. 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 mean
disinterest

42. Relation v
Rational
al s.

43. Relation v
Rational
al s.

44. v
Relationtime to bonding over shared
• Give plenty
Rational
al
interests s.

45. v
Relationtime to bonding over shared
• Give plenty
Rational
al
interests s.
• Don’t focus on the details, unless they
probe

46. v
Relationtime to bonding over shared
• Give plenty
Rational
al
interests s.
• Don’t focus on the details, unless they
probe
• Reveal your passions and emotions

47. Relation v
Rational
al s.

48. Relation vachievements and goals
• Ask about their
Rational
al s.

49. Relation vachievements and goals
• Ask about their
Rational
al s. technical and offer
• Be prepared to get
proof

50. Relation vachievements and goals
• Ask about their
Rational
al s. technical and offer
• Be prepared to get
proof
• Get your team experts involved
immediately

52. Words of Wisdom
Two things you must quickly
uncover with a new customer:
how they relate and respond.

53. How to respond...
With wisdom and leadership

54. Selling to Dr. Jekyll
and Mr. Hyde

55. Words of Wisdom
Sit on them a short while.

56. How to respond...
With patience

57. Selling to
The High Maintenance

58. Words of Wisdom
Drop them an appreciative
hello from time to time.

59. How to respond...
With brevity and follow-through

60. Selling to Top Brass

62. Words of Wisdom
He who talks first loses.

63. How to respond...
With respect to their legacy

64. Try This
Respectfully say,
“I completely disagree.”

65. • The term, “That’s interesting” is usually
Voice Cues
negative
• Give short answers unless you hear, “Tell me
more!”
• The reply, “Uh, sure” translates to “Do I have
to?”
• If their voice becomes rapid or raised, cut it
short

66. Body Cues

67. Body Cues

68. Body Cues

69. Body Cues

70. Body Cues

71. Body Cues

72. Body Cues

73. What’s the best way to shake a
hand?

76. Don’t baseFinal decision to hang in
your Thought
there
with a tough customer on your
feelings.
Base it on the degree to which they’re
being unreasonable and affecting
other customers.

77. SELLING TO
TOUGH CUSTOMERS