BASICS OF SALES

There are many times when you recognize a bad situation and by using the right words, you turn that unpleasant situation into an opportunity to not only sell a customer but also enhance customer relations. A personal experience that I can relate is a perfect example of recognizing a bad situation and turning it into a winning one by using the correct words at the proper time.

A customer once tried to blame me and my product for a business slump. I told him that “I understood that his business and business's in general were not doing well all over. Thank goodness that we know from past experience that slumps are many times a prelude to future business peaking.” I told him the idea I had for him will help him to be among the first to regain his usual high volume. These words helped create a healthier atmosphere for a successful dialog going forward. I then presented what I had in mind. The key here was to acknowledge that he had a problem but it was not due to me or my product.

I presented my idea and pointed to facts which supported my claim. It is important to handle this in such a way that even though you know his problems are not due to you or your product but it must be done in such a way as to assuage his feelings. He was at a point where he wanted a scapegoat and I was there in front of him. The first thing was to relax him and bring him off the ledge without using me for the patsy. I blamed the business climate in general and told him I understood his plight along with a bunch of other businesses, but it was not my fault or my product's fault. The use of logic and plain facts was the key to helping him understand that I could not only help him but help him be among the first to recover.

First I had to evaluate the situation and put forth a plan that would make him believe that I not only understood the situation but that my plan would help him. I had to recognize the position this person was trying to put me in and choose my words and use them in such a way that they made him trust me and at the same time make him feel better. Once you recognize a bad situation, do not take credit for problems that are not caused by you or your product, but make sure you let the customer vent. Let him do it without using you for a scapegoat. First you relax him, then show him you understand the situation and then choose your words well and come up with an answer.

Do not take credit for problems that are not of your making but do appraise the situation and choose your words properly to remedy it and get the customer on your side. If he continues to sulk he will not be listening to what you have to say, so recognize this quickly and choose your words appropriately.

Thank you
Joe D'Ambra
www.basicsofsales.com
Sales blogs offering sales tips

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