Here is the fifth and final edition to this series where we are talking about how to deal with difficult customers. It is going to happen to all sales personal eventually, but what really matters is who can deal with them the best and keep the sale. Last week we talked about how the customer is not trying to give the seller a hard time, they just want to know what is going to be their best option. To tie up everything I am going to talk about losing to win.
Lose Win Situation?
I know what you are all thinking, I thought it was a win lose situation. Not in this context though. Say you are in a business deal and no matter what you say the client is not satisfied and they will not budge on their stance. This happens in group projects too as one team member just wants their way and nothing else. So what can you say to keep this person interested? You’re right (even if they are partially right or not right at all). What this will do is give the customer the satisfaction of winning, especially against a salesperson, and allow him to be more welcoming of other ideas. Once the customer’s idea is the “right” one, then the salesperson can interject and add a feature here and there to add to the idea. This will open up difficult customer to the idea of negotiation because it will be on “their” term. Eventually this could lead to the exact same product that was originally proposed just said in a different way.
People want to know that they are right and feel like they are in control. This little strategy is a great little way to make it seem like the customer is in control but really the salesperson is because they are adding these features and benefits that they wanted to sell anyway.
As you can see through all of these methods of dealing with difficult customers, there is the idea of conversation and transparency. In today’s selling landscaping relationship and trust is the most important thing. You need to show the customer that you care and you are going to give them the best product you can. Thank you all for sticking with this miniseries and best of luck selling!
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