So, you're a service professional and you have a difficult client. How do you handle the situation? What do you do with that client who's just not happy, no matter what you do?You could just get rid of the client by passing them on to someone else.Or, you could learn how to deal with them. Here's a simple and pain-free way to handle this issue:1. Tell the truth.Tell the client, in a business-like and professional way, with a little humor blended in, that they are a pain in your sits-bones (to be kind). You may think this is offensive, but it's not. The reason it's not is because difficult people know they are difficult. It will come as no surprise to your client that you find them difficult; I guarantee that you're not the only one they're difficult with. They're probably difficult at home with their family members too, and with co-workers.Some difficult people have an ax to grind and will gladly grind it with anyone who'll let them.The client may be testing you to see how far you'll … [Read more...] about How to Deal With Difficult Clients – 3 Keys to Success For Financial Advisers
In sales, the ability to truly listen is what separates the Top 20% of producers from the bottom 80%. Now when I say "listen," I mean much more than just hearing what a prospect is saying. Many sales reps hear their prospects, but because they are unprepared to handle various objections or questions, they are usually too busy thinking up what they are going to say next to truly hear what their prospects are saying. And that's where the top 20% excel.The most important thing you can do to begin making more sales is to start listening to your prospects. Once you do, you'll know exactly what to say - and what not to say - to get the sale. Here are three things you can begin doing today to become a better listener:1) Begin listening for and writing down any unique phrases or words your prospects use. While about 80 to 90% of what people say is the same, if you really listen you'll find that everyone has a unique word, phrase or way of saying something. For example, many companies have … [Read more...] about 3 Ways to Improve Your Listening Skills
If you're in a selling situation where you get to call back leads that have expressed an interest in your product or service, then consider yourself lucky. Whether they come from traditional advertising sources or from the internet, inbound leads save you the time, effort - and often the terror! - of cold calling. While these leads are great to get they also present some challenges that many sales reps aren't prepared to handle.If you've called leads like these back, then you know what I mean. In many cases sorting through the shoppers, the people looking for the best price, people who were just bored and filled out the online form, etc., can be a huge task. The problem for most reps is two-fold:1) They immediately assume that a warm lead is more qualified than a cold call and, 2) They've never been taught how to really qualify these kinds of leads.Here are three things you must do to qualify interested prospects:#1) Find out if they are a shopper or a buyer. Most sales reps (80% or … [Read more...] about Three Ways to Qualify Interested Prospects
In this article you will learn three reasons why it's okay when your client tells you, "We're not on the same page." This is a series of questions to help get you on the same page, and a tested method- if not a guarantee- for understanding if you are really on the same page.A prospect emailed me back recently after reviewing a tailored summary and proposal I sent him. The message was short."We're not on the same page. We need to talk tomorrow."You see, we met earlier in the week and while I had some ideas about how I might help him, it wasn't exactly clear to me what he wanted me to do. And, I'm pretty sure he thought I could help him, I'm also pretty sure it wasn't clear to him how he thought I might help.Does this ever happen to you? What do you do about it? You can keep hammering away with questions hoping to get a clear understanding. But if it's taking more than a few times asking the same thing in different ways, you are probably … [Read more...] about Three Reasons It’s Okay When Your Client Tells You “We’re Not on the Same Page”
I just sat down to dinner with my family when the doorbell rang. I opened the door and greeted the stranger standing on my porch. "Yes?" I asked."Hello I'm with the cable company and we have a great deal for only ninety-five dollars a month you can get 120 TV channels high-speed Internet and local and long distance telephone service," said the young man at my door in one long run-on sentence. He offered a half smile and added, "How are you today?" Huh? I thought. "No thanks." I said and closed the door.Like most of you, I have met salesmen at my door many times. Most selling magazines to "earn money for college," but others selling Fuller Brushes (I'm not that old-he was selling brushes to my Mom), one selling an all purpose "miracle cleaner" (the one shiny spot on my door's brass foot stop testifies to the product's effectiveness.), and yet another selling vacuum cleaners (no kidding).Although the Fuller Brush man disappeared from our porches many years ago, door to door sales people … [Read more...] about Door-to-Door Cable TV Sales Reps – 3 Mistakes to Avoid!