I've been fascinated to watch sales people scamper to save deals which have stalled during these challenging times of restrictions. Myself included, I have paniced when customers have called to say they would would like to put everything on hold for 6, possibly 9 months. But but but...... Our natural human reaction here is of flight, flight or freeze! Many of us will fight for reasons why they should consider contiunting the project if physically possible. This reminded me of Neil Rackham's research in his book Major Account Sales Strategy where he talks about the 3 deadly sins of dealing with an emotional buyer. These are (1) Minimising, (2) Prescribing and (3) Pressuring
As a seller today I encourage you to avoid these three deadly sins and instead demonstrate true empathy, listen to the customer and be authentic. Only the customer can solve their own emotional state. Your role is to act like a coach with an empathic led conversation. Invite the customer to come up with ideas to help each other through this time and bridge the gap between emotional and rational thinking. Good Luck and if you want to learn more about empathic led conversations click here
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6/11/2022 18:11:06
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Martin SparkesConsultanting expert on Sales and Service tranformation through Leader led interventions, learning and Digital Enablement. ArchivesCategories |