Taking "No" For An Answer
“He/she won’t take no
for an answer” is something many of us will have heard said of those whom we
know (and may even like).
Sometimes it’s said with admiration to describe someone who
keeps going until they get what they want.
At others, though, it means someone who simply won't understand that
they’re being a nuisance…
Sales staff need a thick skin to be able to handle rejection,
otherwise no sales. For them, the
inability to “take no for an answer” can be the difference between success and
failure for their business. Only a
certain type of personality can take rejection and still try again and again
until they succeed.
There are two sides to this.
One is the understanding that perhaps your pitch wasn’t right, that you
failed to spot that vital clue, missed that vital need or stressed the wrong thing. Good sales people refine their art and
generally end up with more successes than defeats.
The other is the annoying refusal to understand that,
however good your product or service (in your eyes), the client doesn't
want/can’t afford/doesn't need it. In
this situation, it’s best to cut your losses and look for more rewarding
prospects. This time, it didn’t work
out. Who knows, maybe six months down
the line, things will have changed in your favour?
The ability to understand when to “back off and regroup” is
just as important to good sales people as the ability to push for the
close. By backing off, you preserve the
client’s goodwill and trust. By continually pestering them, you may end up with a sale “just to get rid of you”, but
you’ll find future opportunities will vanish after that.
What’s the best thing to do?
I’ve found that being sensitive and looking for signals (both “active”
and “passive”) are the best clue.
Clients give away as much by not
acting as by acting.
Competition is increasing, customer loyalty is more
fleeting. “Lose the battle, win the war”
may be the most appropriate strategy here…
I have spent more than half my life delivering
change in different world markets from the most developed to “emerging”
economies. With more than 20 years in international financial services around
the world running different operations
and lending businesses, I started my own Consultancy to offer solutions for
improving performance, productivity and risk management. I work with individuals, small businesses,
charities, quoted companies and academic institutions across the world. An
international speaker, trainer, author and fund-raiser, I can be contacted by email . My website provides a full picture of my portfolio of
services. For strategic questions that
you should be asking yourself, follow me at @wkm610.
Labels: Customer Care, Selling, Strategy
posted by William Martin @ 14:56
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