SalesHQ

any time we discuss sales and how it is helpful to anyone is a good exercise. I am a student of peoples emotional condition. This is one of my bext attributes that i am able to  read people well. Surprisingly you can tell from the written word as well as from the person standing in front of you.

    I read anxiety,anxiousness, frustration,excited,pissed off,angry,know it all,determined . Each one informs me a different approach dealing with the client.

  Let me use an angry client since that is what anna mentioned in another thread. This also works with an indifferent client. Th tone of my voice is lowered. What this causes the client to lean forward. What happens when people lean forward during any discussion. They want to hear what is being stated.They must give up something in order to hear. Thye lean and while they are leaning they lose some of their anger.

    My next step with an angry indifferent client is to gain cooperation.Once I gain cooperation I now have their undivided attention.Ask the client for something. I may say i am parched would you have ice water,tea ,coffee? Sure which one do you want? Cooperation. You can ask for a pen, pencil, paper, even the rpoper spelling of thier full name. may I call you Anna. Yes or no you can call me miss anna. I still have cooperation. Anna what I am receiving from you is a high level of frustration due product failure. Am I on the same page as you? I want a closed ended question to make sure I am on the right path.If I ask an open ended question it could go back to angry or indifferent . I want to guide it to cooperation.When I feel I have total cooperation I goo into open ended questions where you inform me why you feel this way and I will respond tell me more.

   I do this  because I realize that  the client has never dealt with a sales technician as myself. I also understand that I am just the tip of the ice berg. The frustration being vented is not directed at me but through me. I am the easy target. I am easier to vent at then thehusband,son daughter teacher etc. This goes back to attitude doesn't it? This frustration is going to pass.

 Remaining calm and in charge with the perception that client is in charge but answering my questions. Slowly this angry indifferent client is closing the sale all by themself. I am  the instrument that channeled the closing.

 Great question by the way Anna "huge hugs"

     Jack I do not understand  the risky I do however see benefits to easier unless the client is angry with the company.Keep  in mind I am in b2c if I do not receive the sale another company does. I am pretty sure this works in b2b as I do sell to corporations. I am also positive we can show exceptions no one wins them all. I would rather close that angry client ,someone  must and why not me. I am not willing to walk away with a possible sale in a week or two. So far this has never been risky especially when you are a problem solver.

MSI---   You are exactly right!!!!! Self help books and therapists will tell you that when engaged with an angry person , talk low and slow because 2 people yelling doesn't accomplish anything. If one person is talking low, it will force the other person to be quiet and listen so they can hear you.

I like the confused client.  I'm good at adjusting my information delivery to my audience and can take a technical or confusing product and help the customer understand, at least on a rudimentary level, so they feel like they are able to make an informed decision.  In B2B, a confused client is not going to buy. 

Luke

rich34232 says ...

There are other types of clients buddies.   I picked the angry client  due to another thread and tyhat was asked. How about the excited client? The confused client.

Ahhhhh MSI, you've got it.  I don't deal face to face, I deal on the phone via inside sales.  I use the tone of my voice often and change it often, pending subject and how I want to convey what I am saying.

 Lori do you place a mirror at your desk when your speaking to clients to help you SMILE. This allows me to add my  emotion to the phone sales call.

I started using a mirror five years ago and I stil use it today.Phone sales used to eat me alive until I started using the mirror it is there to remind me to to my guidelines and complete the process.