If you’re in business, you’ve encountered customers who seem too irate to buy. We all have, but there are ways to sell to irate customers that you may not have thought of; sometimes it’s just a matter of not giving up, and letting THEM drive the call…
You’re on the phone with “Jake” and things are not going well…not at all. Jake is an irate customer, and doesn’t want to talk with you. Why? The last person who tried to sell him on this product was a jerk, and didn’t listen to what he had to say.
Why not ask Jake questions instead of trying to sell him something? Ask him how he feels about the product. Get him to open up about why that product is one he’s shopping for.
The momentum changes:
Now he’s talking to you. He’s telling you what’s important to him, and that’s precisely what you need to hear. He gets angry recalling how “Sue” spoke with him from the other company, and you let him know that you’re here for him, and you understand if he doesn’t want to talk, but tell him you can deliver most of the items he specified…AND tell him there is an item that you honestly aren’t sure you can deliver on…that will earn you his trust.
Now he opens up:
Now Jake wants to know more about your firm. He wants to know how long you’ve been around, why you are so courteous, and what your guarantees are. Now he is not even so concerned about pricing because you have accomplished the one thing that “Sue” failed to do: you have earned Jake’s trust, and he gets that you are in this to earn his business, NOT to just come and take it. Jake respects you, and you may just have won the sale.
Keep things fluid:
If you’re reading from a script, set it aside when you encounter someone like Jake. You can come back to it, but for the time being, be sure to connect with Jake, be understanding of the other rep’s rudeness, and be honest about your product or service; tell him if there is something you’ll need to check on, something that may not be possible.
Even if you lose a sale in this way, you’ll still win business, because guess what? Jake has lots of friends, and he’s going to tell the next several people he talks to about this type of product about you and your firm, and his report is sure to be a good one.
Go for referrals
Be sure to get an email to “Jake”, and some business cards, as well. You’ll want to be sure that in addition to getting his order, that a lot of his friends and associates are calling you as well.
Always say “Thank you!”
You have just won a happy customer. Keep him happy by sending a “Thank You” note, a small gift card, and always remember to follow up with him. Create a tickler file to check in with “Jake” periodically. Keep notes from your conversation so you’ll recall what was important to him.
So if you think it is impossible to sell to irate customers, think again! It’s almost never too late for change. By being honest, knowledgeable and courteous, you’ll often win the customer back!
Photo Courtesy – ©Sergey Nivens / Dollar Photo Club