By Keith Rosen, MCC
The Executive Sales Coach™
There may be times when a client holds certain perceptions or beliefs about your product, service, or industry that are inaccurate and thus limit the chance to earn their business. When this occurs, a salesperson may react by telling the client that they’re wrong. However, when someone is told they’re wrong, they will either shut down and stop listening or come out fighting in an attempt to defend their belief. Once this happens, a confrontational atmosphere is created between you and the client.
Rather than reacting to their remark, demonstrate your interest in understanding what motivated their belief. Use this opportunity to validate and empathize with some aspect of their feelings. Tell your prospect: “I appreciate how you feel” or “I understand your feelings on that.” This lets the other person know that you are sincerely trying to understand what they have said. It also allows the dialogue to continue.
To avoid confrontation with your clients, respond to their statements with a question that directs the conversation toward a new possibility, belief, or solution. Questions allow you to correct someone without an emotional reaction or blame. The following questions will enable you to create a new selling opportunity that would otherwise be lost:
- What else do you feel might be possible?
- Can you please share with me your thinking on that?
- May I share my view on that?
- Is it possible that there may be another approach or solution here?
- Is it possible that there may be more or other facts to consider?
- How can I best assist you now?
- When did you decide that was true?
- That’s interesting. Can you share with me why you see it that way?
- What else is true about that?
- I’m not too sure what you mean. Can you say more about that?
About Keith Rosen, MCC — The Executive Sales Coach
Keith Rosen is the executive sales coach that top corporations, executives, and sales professionals call first. As an engaging speaker, Master Coach, and well-known author of many books and articles, Keith is one of the foremost authorities on coaching people to achieve positive change in their attitude, behavior, and results. For his work as a pioneer and leader in the coaching profession, Inc. magazine and Fast Company named Keith one of the five most respected and influential executive coaches in the country.
If you’re ready for better results quickly, contact Keith about personal or team coaching and training at 1-888-262-2450 or e-mail firstname.lastname@example.org. Visit Keith Rosen online at Profit Builders and be sure to sign up for his free newsletter The Winners Path.