VIDEO: SALES 2.0 CONFERENCE KEYNOTE SPEAKER MATTHEW POLLARD
Management Moment!
Praise reps for good results; Encourage reps who need
improvement. SELLING TIP
Tips for Selling to Difficult Types of Customers
Rather than labeling all uncooperative customers “idiots” and writing them off, consider the individual customer’s personality type and then readjust your efforts to best sell to that character type. Following are tips for selling to some of the more challenging customer types.
TYPE: EXCITABLE Characteristics: Energetic, talkative, and gregarious Frustrations: Bounces from topic to topic; won’t focus How to sell: Answer many questions, focus on big- picture issues, and find creative solutions together.
TYPE: DELIBERATIVE
Characteristics: Methodical, practical, and hardworking Frustrations: Takes forever to make decisions How to sell: Provide more documentation than usual, emphasize practicality, and don’t rush.
TYPE: JUDGMENTAL
Characteristics: Informed and confident Frustrations: Is critical, arrogant, and condescending How to sell: Know your stuff, ask a lot of questions, listen to the opinions he or she will share freely, and focus on results.
TYPE: SENSITIVE
Characteristics: Thoughtful, caring, and empathetic Frustrations: Ignores hard data and likes to chat How to sell: Make the personal connection, focus on the process, and emphasize how solutions will help all the people involved.
TYPE: HOSTILE
Characteristics: Angry, yelling, and extremely critical Frustrations: Is humiliating, insulting, and won’t listen to reason
How to sell: Remain calm, speak in an even tone, let the customer blow off steam, and restate the custom- er’s concerns; then, propose a solution.
TYPE: PESSIMISTIC
Characteristics: Negative, gloomy, and self-effacing Frustrations: Views the downside of everything and denigrates their own role and opinions How to sell: Listen actively; bring up negatives first, then dismiss them with facts; and focus on all the positive aspects of a solution.
TYPE: UNRESPONSIVE
Characteristics: Quiet, uncommunicative, and reserved Frustrations: Won’t reveal true feelings; skirts questions How to sell: Ask lots of open-ended questions, endure silences, and build on even little advances to progress the sale forward.
– MALCOLM FLESCHNER SELLING POWER NOVEMBER 2015 | 25 © 2015 SELLING POWER. CALL 1-800-752-7355 FOR REPRINT PERMISSION.
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32