What is appropriate to say to a customer who is being difficult? Dwight certainly hasn’t figured that out. In this clip from the office, Michael is trying to teach Dwight how to be patient and kind with the customers, and not be aggressive and obnoxious. Jim pretends to be on the phone with Dwight while he is giving a sales call, and Michael is guiding Dwight. Dwight does not ask Jim a single question about what he is looking for, or his company. Dwight jumps right to talking about his paper that he is selling, and the fantastic deals he has to offer. Dwight has no idea if Jim even uses paper in his company. Unfortunately, Jim decides to be a very difficult customer and aggravates Dwight. Instead of being patient or “closing the file,” Dwight get aggressive and starts yelling at the customer. At that point, Dwight should have just “closed the file,” and accepted that this was not a good fit for business. It would not be pleasant to work with a customer who doesn’t want to work with you. The point of this practice call was to help Dwight be less aggressive, but I think Dwight also has a lot to learn in understanding the customer’s need.
BoweryJE22
I absolutely love this scene. With its humor, there is still a lesson to be taught. First, you probably should never raise your voice or overstep your boundaries with a customer. Second, we are going to deal with all different types of customers that are going to react differently to different questions. We must understand our customer first.
I have never pulled this principle out of this scene, but it is SO there. Dwight needed to close the case. However, I don’t think Michael would have allowed it… and Jim probably wouldn’t have shut up!
It also is a great piece about respecting the client and teaching them like a person!
This text highlights an important aspect of sales – the need to understand and listen to the customer. Dwight’s approach in the clip is aggressive and lacks patience and understanding. It is important to take the time to understand the customer’s needs, pain points, and requirements before pitching a product or service. The goal of a sales conversation should not be to sell something to the customer at all costs, but rather to find the right fit for both parties involved. Good salespeople must listen carefully to their customers and work with them to find a solution that meets their needs.