BASICS OF SALES

While working with this company I was assigned to accompany salespeople to learn the ropes and see how they operated. This particular day I was assigned to a salesman named Jack. Jack had a distinct southern drawl, was very laid back and always wore a three piece suit.

Now Jack had a customer that was quite animated and demanding and let's throw in loud and blustery. He liked to intimidate everyone, salespeople most of all. On this day I was to accompany Jack to this customers' office. The machine that was to prepare his payroll was not going to be delivered on time even though Jack tried his best. Jack filled me in on the background and we left for his office.
We arrived and were asked to wait by the receptionist. She made it clear that the office manager was fuming about the no delivery. After a period of time we were called in.
The office manager looked at Jack and asked “where's the machine”? Jack explained that it was still being debugged, that we had had a problem with the electrical system in the building and everyone was having problems. The office manager started yelling and became quite animated, he then went on to screaming and threatening Jack saying he'll have him fired and sue the company. He continued yelling and told Jack he wanted the machine in right away no excuses would be accepted. If the machine was not in by weeks' end he would have to keep the whole department in late, write the checks by hand, and pay everyone in the department overtime. At that time while he was yelling Jack had reached into his vest pocket and took out a book of matches and began to move them around slowly in his hand while looking back and forth at the office manger and the matches. The manger said “ so what's it gonna be Jack”?. Jack paused a moment and said “ I guess you will have to keep the department late and pay your people overtime and write your payroll by hand. He said this while looking as calmly as if he were waiting for a bus. I had gripped my hands so tight in the chair I was in that they turned beet red.
The two men looked at each other for what seemed like an eternity and then the manager said “Jack I'm in a bind, I need your help I'm really up against it”.”I'm having a lot of problems with personnel and I don't need this too”.

Jack told him that he had done everything he possibly could as did several other people in the office who had helped him. He said he was here in person to tell him this and show his empathy and concern, and that he would do everything in his power to right the situation. The manager nodded his head and asked Jack to keep him constantly informed. The customer finally got his machine, it was late, and he had to pay everyone overtime, but Jack more than maid it up to him later on.

Sometimes you have to go into the lions' den without a whip or chair and just let people vent. Pay strict attention, show them you are concerned, sincere, and and want to set things right, and although you are not intimidated you are feeling their pain. You must remain calm and steadfast. This is not an easy thing to do and, until you are in this situation you will not know how you will react.

I always remembered this and the first time it happened to me I remembered how Jack handled it.
Sometimes remaining calm, keeping your composure while showing concern is better than just spewing words.

Thank You
Joe D'Ambra
www.basicsofsales.com
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