Sales Basics: Dealing with Difficult Customers | 5 Minute Sales Training

We've all had those difficult customers. The question is how do you sell to them?

In this week's 5 minute Sales Training, Jeff helps you to employ a technique called the Unilateral Empathy Decision to deal with customers that can be difficult. This sales basics tip will help you become a pro at any situation with a difficult customer.
- - - - -

FOLLOW JEFF SHORE ONLINE:

QUICK LINKS:

Want free video training each week?

Want to close more sales:?
Closing 2.0

Want to get into your buyer's mind?

Want to become a “Market Proof” residential real estate sales company?

Thank you so much for taking the time to watch this video. Believe it or not, I read about 99% of the questions and comments that my followers post. :) If you enjoyed the video or have questions, please let me know in the comments section below!

- - - -

Jeff Shore is a highly sought-after sales expert, speaker, and author. For over three decades his innovative and real-world selling strategies have helped train sales leaders all around the world. Jeff’s unique approach to sales is informed by understanding the psychology of why people buy. Once you understand why people buy you can reverse engineer your sales style to meet the needs of the customer.

Unlike some sales trainers, Jeff teachers his sales professionals to abandon scripted sales presentations, obnoxious closing lines and other antiquated “used car salesman” techniques in order to make meaningful, emotion-centered connections. Unsurprisingly, these sales strategies really work: last year, Jeff’s residential real estates sales training clients sold over $25 billion in residential real estate. If you are a sales manager or executive looking for ways to increase profits, better train your sales team or simply just “level up” in your current market, Jeff’s leadership training methods are going to get you there.

LEARN MORE.
EARN MORE.
ENJOY YOUR LIFE MORE!

- - - - - -

00:00 People make purchases based on emotions
00:33 The Problem Buyer
01:16 The Unilateral Empathy Decision
01:44 Three Strategies
01:52 Strategy #1
02:35 Strategy #2
03:19 Strategy #3
04:11 Sales365

#SalesBasics #UnilateralEmpathyDecision #DifficultCustomers

[russellinreverse]

I've had a few difficult customers in my day. As Jeff said, I listened to every complaint and eventually they calmed down. I gave them my respect and enough time to show that I cared. Most of the time, the problem was just a misunderstanding that was easily explained and we were able to move forward. At other times I gave them a solution that was more tailored to their needs. There are some rare occasions where a small concession got us past the perceived problem and we put the deal back on track. I would rather keep the deal than allow my customer to seek out my competitors.

[DougOwens]

Jeff as usual, you are right on point. Starting with empathy and then allowing them to talk gives them a sense of control, repeating back numerically lets them feel heard and engages the logical part of the brain. Only then will they be ready for you to introduce the alternative solution. Awesome!

[patriciafedro]

Problem buyers usually don't feel heard. I listen to them with empathy. I learned this as a flight attendant, you can't go hide in the bathroom for the entire flight when you have a difficult customer. You have to deal with the situation. You have to let them run with their emotions without comment while being empathic. They will finally hear themselves and realize they can lower the temperature of their emotions and still get their point across. Let them be heard!!!

[jcost]

This crazy market has many buyers and prospects frustrated. Start with empathy, remind them why they bought (or need to buy) with the end game in mind, create plan of action, continue with updates and progress reports, repeat as necessary. 👍🏼

[christinat]

I apologized right away, and they were appreciative.

[MrCordell]

I haven't had any toxic customers, but toxic prospects. In those situations, I just walk away and say to myself, NEXT!

[seanthomas]

I had a guy request some custom labels, and after emailing the proofs and the pricing, he got back to me at 9:30 on a Saturday night and shared his bigoted thoughts about COVID and claimed that our company were nazis, so that was a weird turn, lol. Guy musta been on the sauce.

[SyedAli-yjbe]

I wonder why you denied my request to sign up for the app please advise.