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How to communicate properly in difficult situations
October 7, 2022

How to communicate properly in difficult situations?

Standard sales techniques work as long as the manager does not get a difficult client. Today’s clientele is becoming increasingly demanding.  General anxiety, the deteriorating state of the country’s economy in general and the company’s economy in particular, and an uncertain future – all these things are putting a strain on the conversation. Let’s talk about how to communicate with difficult customers below.

Every incoming call from a potential customer is important for a salesperson. It shows that the client is interested in a company product or service. But it is important to conduct a correct dialog and give the buyer what he needs. The sales outsourcing services can help with this.

Types of customers and specifics of communication with them

There are several types of customers based on their key behavior when communicating with managers:

  • waiting – constantly looking at something, waiting for something, offering to call later, but still continue to work in the usual rhythm; you need to communicate persistently, but positively, gently pushing to the deal with them;
  • aggressors – they get angry, they talk in a high tone of voice, they try to blame others for their failures; you should talk to them calmly, in a neutral tone, gently offer a few solutions or politely say goodbye;
  • “extortionists” – they always ask for favorable conditions, discounts, special offers, etc.; in this situation, you need to work on bargaining techniques and prepare a list of responses to price objections in advance;
  • thinking about closing – they repeat that the firm is closing or is about to close, so the offer is irrelevant; it is important to clarify the information about closing, and if it is not confirmed, look for another contact person to communicate with;
  • humorists – except for jokes and witticism about today’s situation, you hear nothing from the client, you seem to have talked, but there are no sales; you need to communicate with them with the same humor, but gently return to the subject of the conversation and try to still close the deal.

You don’t get easy clients very often, so you need to be prepared for any call and come out of any, even the most difficult situation with dignity. Certain rules for conducting a conversation with a client will help, no matter how difficult it may be.

How to conduct a proper conversation with a customer

There is a short algorithm that helps to establish communication and interest the customer in your products or services from the first minutes, to position him and create the most favorable atmosphere for the transaction.

  1. It is important to establish contact from the first minutes of the conversation. Start your communication with a greeting. The tone should be as friendly as possible, add a smile.
  2. If it is an incoming call, immediately ask the client’s name.
  3. Ask how the potential customer found information about your company, what channel he or she used.
  4. Next, record the arrangements on paper.
  5. Clarify what the buyer is calling about, what he is looking for. If he does not understand on his own, provide advice on available products or services.
  6. Listen carefully, do not interrupt. Show concern for the customer’s interests.
  7. At the end of the conversation, be sure to run through the main points and make adjustments if necessary.
  8. If the client is ready, close the sale.

The services of a manager consist of taking incoming calls and giving advice or making cold calls. With the right work structure, it is important to consider the quality, not the quantity. The main task of the manager is to set the client up for positive communication, get away from difficult situations in the conversation, give him what he came to the company for, and finally close the sale for a maximum check.

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October 7, 2022

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