The first conversation with a prospect can be one of the most daunting steps in the sales process. Much of the distress and nervousness present in this phase is uncertainty and unpredictability.
After all, there is no way to predict how the person will receive you on the other side, and Sky Marketing has to deal with a lot of moody customers.
What we can guarantee here is that each conversation with a new prospect will be unique. Each will take a certain direction.
First, because each person is a unique being, communicates in a different way, values different things, and creates different expectations from the conversation they will have with you.
Second, because each company has its challenges and difficulties. Two companies in the same industry may at first appear to have the same problems, but if you dig deeper you will understand that they have similar problems, but not the same.
Given these differences and particularities, why expect your conversations to be predictable?
Thinking about the extremes of the possibilities, in the best case scenario, your prospect can be a super nice and pleasant person, and be willing to share their problems with you. Building rapport in this situation is quite simple and qualification takes place in a super natural way.
However, in the worst case scenario, it is possible to come across a person who is angry, impatient, and unwilling to talk about problems.
This has already happened to me and I can say that it has happened to everyone who works in the sales area.
The reasons your prospect is angry can be numerous:
- Maybe he’s been prospected by your company before;
- He may have had a bad experience with a product or service similar to yours;
- It could be that he’s focused on other things and doesn’t have time to listen to you right then;
- Or maybe he’s just having a bad day.
There is no way to predict. At this point building rapport becomes much more difficult, but even more essential to ensure that the call is as pleasant as possible for both parties. We’ve already talked about generating rapport here on the blog.
Today, I’m going to give you 7 tips on how to deal with those prospects that are more hardball, and help you turn the conversation into a positive experience.
1. Don’t take things personally
You haven’t even presented your company, and your solution to the prospect, and he’s already started to object. This is because he doesn’t trust you. After all, he doesn’t know you, and that’s why he doesn’t believe it’s worth listening to you. But don’t take it personally, because it really isn’t.
The problem is not with you, it’s serious!
It could be any unknown person on the other end of the line that he would react in the same way. So don’t think the problem is with you.
An excellent way to defuse the situation is to admit the fact that this is the first time you have spoken. Like for example:
Hi Mariana, how are you? My name is Aline, I am a sales consultant for Outbound Marketing. I know this is the first time we’ve spoken, but I wanted to understand if I could be of help to you.
In a very subtle way, with this sentence you are trying to gain the right to talk to him.
Get the difficult customer’s brevity right
An important technique in creating rapport is called mirroring.
This technique consists of modeling your own behavior to mirror your interlocutor. In this way, it is possible to create a much deeper connection and, consequently, increase the trust that exists in the relationship.
In a phone conversation, you can mirror your customer’s tone of voice and speech rate. If you notice that he has a quicker way of speaking, speed up yours a little too.
Of course, in situations where your prospect is angry and impatient, you won’t respond in the same way. However, given this situation, it is extremely important to adapt to his brevity.
If you see he’s impatient, don’t waste your time! Introduce yourself and deliver your message clearly and succinctly.
Keep track of the call
Conversations are guided by questions. So the best way to keep track of the call is to ask the right questions.
When you ask, it shows that you are in control of the conversation and can take it wherever you want. When your customer asks, he’s the one who takes over.
In situations where the prospect at the beginning of the conversation is not willing to share information with you, it can be very difficult to fill him with questions.
In this case, an excellent strategy is to start opening a little on your side. Give a brief presentation of your company and explain why you are there.
Make it clear what your intentions are with him and why it’s so important for him to answer some of your questions.
When questioning him, bet on open-ended questions, rather than ones that require a simple yes or no answer, so that the answers lead to a conversation.
Don’t let your client’s angry tone of voice interfere with your balance. Always remain confident and speak with conviction.
Be a good listener
Once you’ve told the reason for your call, it’s time to let your customer talk. If he starts to vent about a past experience or wants to complain to you about what’s going on in your day, be willing to listen.
Listen very carefully and pause before answering, showing that you are thinking about what has been said.
Listening carefully and with genuine interest will make him trust you more. By trusting you more, he will open up more by telling you about your real problems and needs.
Throughout the conversation, ask questions about what he said. At certain times, summarize the problems he reported to demonstrate that he actually paid interested attention to everything that was said.
Be positive regardless of his mood
If your prospect is one of those negative about their problems, be supportive and show that you understand their frustration.
Don’t ignore their complaints. Show that you are a human being on the other end of the line and empathize with the situation.
Relax that it’s part…
But do it in a positive way. Presenting ideas and potential solutions. If you can prove that together they can solve the problem, you will gain his trust.
If he is having a lot of objections, try to respond in a friendly way and in a positive mood. Never treat the objection with hostility.
At this time, a simple but very effective technique is the smile.
The best non-verbal sales technique is the smile.
The smile has the power to change the tone of the voice, and make it more pleasant because it relieves tension. Many sales professionals still haven’t realized the importance of a smile in prospecting.
If you are one of those who are still unconvinced, let’s do the following test:
When you are in a situation of distress, anguish, or waiting, smile very broadly and keep it that way for a few seconds. You will see your tension and nervousness lessen and your self-confidence and optimism rise.
Tell me later in the comments about the experience. 😉
Don’t pressure the prospect
Nothing makes a prospect angrier than pressuring them to buy something they’re not ready to buy yet. You must have a buying profile, but also maturity.
There are some techniques to generate urgency, such as using fear, doubt, uncertainty and responsibility.
These points can be addressed to create a greater sense of urgency and shift all responsibility for resolving the situation to the prospect.
But it is noteworthy here that you should not pressure him at any time to close a deal with you. The decision has to come from him.
That is why it is important to arouse feelings that will trigger the desire to buy through the techniques of sense of urgency.
So beware! Don’t confuse urgency generation with pressure!
When you realize that your prospect has a profile, but is not buying, understand that it is time to nurture him and not pressure him to buy.
In that case, ask him when he’ll feel ready to hire your solution and include him in a nutrition flow until that moment arrives.
Along the flow, take the opportunity to send materials that go deeper into your pain points and that offer good solutions.
Ask if there is a better time to talk
In sales, it is quite common that in a cold call the customer says he is busy at that moment. If this happens to you, please don’t hesitate to ask what is the best time for you to return the call. The sales team at paradise city nowshera has followed these tips to make sure that their customers receive the best care.
Once you are already talking, there is nothing better than to advance your conversation and schedule a better time right there.
In a situation where you have managed to talk to him, but at the end of the conversation he starts to make vague statements about getting back together in the future, ask clearly when would be the best time to talk again.
If his answer is still unclear. Respect your time as much as his and don’t be afraid to take your team out of the field.
We all create high expectations when calling a prospect, but in some cases, the conversation is far from easy.
That’s why I’m sharing these tips with you, with the intention of helping you ensure that you’re doing everything you can to ensure a good relationship with your prospect.
If you have any lessons learned about selling to difficult customers, be sure to share them with the team of park view city Lahore !