Comment pouvez-vous gérer les clients difficiles lors d’un appel de vente ?

I have been in customer service for almost 40 years (OMG). One of the things I have learned is to ask what the client would like as an outcome. In sales, you know your difficult client base. Oftentimes, they need to feel seen and heard. Acknowledge them, and ask, "What would you like to get out of this situation?"

Je fais ce que ne font pas 99% des gens. Je ne prends pas l'appel de manière "commerciale" J'essaye d'abord de comprendre -ses douleurs -son comportement -pourquoi il réagit de cette manière J'ai donc à ma disposition des questions que je pose très vite pour définir "un cadre" A partir de là, je sais où il faut appuyer pour l'aider et apporter des solutions

There are different shades of tough customers (typically for their own good reason) - ranging from the "always in a rush" type to the "never satisfied" ones. Recognizing who you're dealing with helps you prepare for what's coming and how to navigate through it.

Lidar com clientes desafiadores durante uma chamada de vendas requer duas armas poderosas: resiliência e conhecimento prévio. A resiliência é a chave para manter a calma diante de objeções, enquanto o entendimento prévio das dores do cliente permite uma abordagem personalizada. Pratique a escuta ativa, antecipe objeções e evite perguntas desconfortáveis. Ao incorporar essas estratégias, transforme desafios em oportunidades, construindo conexões sólidas e alcançando o sucesso nas vendas.

While the article appropriately identifies different types of difficult clients, it could be enhanced by recommending a proactive approach to prevent difficulties from arising. Encourage negotiators to establish clear communication channels from the outset, ensuring that client expectations are aligned with what can be realistically delivered. Emphasizing the importance of setting mutual expectations and addressing potential concerns before they escalate can contribute to a more proactive client management strategy. Additionally, providing negotiators with tools to identify potential difficulties early on and address them preemptively can lead to more positive client interactions.

Our words matter when we talk or negotiate with customers. And often it´s minor changes in the words we chose that have a huge impact. And these are easy to implement changes, For example, one tiny little change in responding to an objection is to not use “Yes, but…”. Instead use “Yes, and”. Responding with "Yes, and" acknowledges and builds upon the other person's point, fostering a collaborative and positive dialogue, whereas "yes, but" can negate or dismiss their perspective, potentially leading to a more defensive or confrontational interaction.

The article rightly emphasizes the importance of adjusting communication styles based on the identified type of difficult client. To further enhance this advice, encourage negotiators to proactively gauge the client's preferred communication style early in the interaction. This proactive approach allows for a more seamless adjustment, fostering better rapport. Additionally, stress the significance of maintaining authenticity and sincerity in communication adjustments. Genuine efforts to understand and cater to the client's needs contribute to building trust. Furthermore, suggest the use of active listening throughout the negotiation process, ensuring that adjustments are dynamic and responsive to evolving client concerns.

Some clients want straight-to-the-point info, while others crave a bit of chitchat. Flexibility in your style is the key to unlocking their interest.

Understanding different communication styles is crucial in sales, yet it's a skill that not everyone possesses – YOU must be sales EQ; Just as some people find tasks like filling out Excel sheets or forms exhausting (despite being capable of doing them), similarly, adjusting one's communication style in the workplace can be challenging. While it's possible to adapt to different styles, there's a limit to how long one can sustain this adaptation. It's about balancing natural inclinations with the need to connect effectively with diverse clients or colleagues

I always say there is no such thing as a difficult client, they are just different to you. We need to communicate with others not on our styles preference but in theirs. This means we need to be able to style step and work on their terms. For example you may not need or like a lot of detail (more of a big picture person) whereas your client may like lots of finite detail - so you need to adjust to that.

In my experience, transforming a challenging client into your most valued one is possible through a combination of persistent follow-up and additional calls. It requires a commitment to not giving up until the client comes around. Demonstrating credibility and authority is crucial, achieved by consistently delivering at a high level. I encountered a situation where a client initially refused to do business with me and preferred to communicate only with my superior. However, each time he sought assistance, I personally answered the phone and provided support Over time, he realized that I possessed the ability to get the job done. Through earning his trust and showing my expertise, the difficult client eventually became my most valued one.

To enhance this advice, emphasize the importance of personalized follow-ups based on the client's specific needs and concerns. Tailor the content of follow-up communications to reinforce the solutions or alternatives offered during the sales call, ensuring ongoing support and understanding. Additionally, stress the significance of regular, yet unobtrusive, follow-ups to maintain open lines of communication and demonstrate a commitment to their satisfaction. Encourage negotiators to seek feedback during follow-ups, creating an opportunity to address any lingering concerns and further solidify the client's trust and loyalty.

Remember that promise you made during the call? Don't let it slip. Drop that email, send the additional details, and show you're not just talk. This builds trust and shows you're committed.

The real key is to "Kill them with kindness" - No one can be difficult for long when someone is being nice to them. Continue to be helpful, answer questions and show empathy.

First off, patience is your best friend. Difficult clients might take more time to convince or understand. Also, don't forget to pick your battles. Sometimes, despite all efforts, some clients might not be the right fit, and that's okay. Lastly, always aim to learn from these experiences - each difficult client teaches a lesson or two for the future.

I like to remember that several of my most loyal and valuable clients were "difficult" at the start. Staying open, curious, and attentive helped uncover where they were coming from (Common threads: smart, successful, sure about what they wanted.) Plus, perception goes both ways, so it can help to consider what it is about them that makes you place them in the Tough Customer category and question what that might have to do with your experiences or biases.

Integrity and being 'you' have always been the foundations of my sales activities, particularly around new business generation. People buy from people and trying to present a false image of who you are has never worked for me. I have had some of my greatest successes from situations in which I have just be open about who I am and what I am offering. You are not going to win every deal, nobody can. There is no secret formula, strategy, or approach which will work if the client does not need what you are promoting. Having been on 'the other side' it is also massively time consuming engaging with sales people and nothing annoyed me more than 'discovery sessions' where I felt I was teaching them how to sell to me and others.