Closing the deal for customer service

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[Music] closing a deal with a difficult customer we've all had them and it's really important for us we've done everything we needed to do and it's that time where you've got someone who's quite confrontational won't back down trying to negotiate your price so your margins are too thin and you need to be able to make this deal work how do you do it calmly William farmer managing director for Dale Carnegie Australia engagement specialist I specialize in teams and high performing teams as well as high performing individuals step one never lose your cool when at the higher value the more we're going to resist I see objections as a positive thing not a negative thing and so if someone has been quite strong in regards to their negativity or their objection it's actually a buying signal and see it that way don't see it like the deal was crushed it's actually a positive thing point to uncover any objection and solve it help them see that you're solving that objection if you've done that effectively you know you've done that effectively and you're moving towards the close and you can just see some resistant often I'll just look them in the eye and go I can tell that you would like our product but there's something holding you back and as a professional to a professional would you mind telling me what it is now if you can do that they'll tell you because at the end of the day they wouldn't have gone all the way through to the sales process to the clothes unless there was a reason why so stay calm stay cool and ask once they've told you oh this is the issue its price I'm not sure your quality or whatever it is the issue you answer it smartly and logically step 3 walk away know when you're going to walk away if it's down to a price issue and you know what your margins are which you should as a professional and they're driving you to maybe except a price that's not going to be a win for you walk away now del karnegi talked about it create a win-win scenario where both parties when the only deal that I've ever felt I felt anxious about is the deal that I got and I knew that the amount of work and effort that I was gonna have to put into place wasn't really going to be worth the return on investment for the organization and you get that feeling in your tummy where you just know you've overcompensated so no your walk away point step 4 be assertive not passive not aggressive but assertive and look one of the deals I remember when I am when I was a young salesperson was this particular guy and the family businesses was incredibly well known and and they were Dutch family and I remember as I come back and he was saying well I'm Dutch I have short short as short arms in long pockets I think the price is do I look them in the eye and I said your family hasn't invested for 50 years okay it needs to dig down to those pockets and need some vest so that you're free from the business and I was being cheeky I was being assertive he looked at me and he started to laugh and he signed the contract so remember people buy your belief and if you believe that this is the best product or service to serve your customer they will take that into more consideration than the things that you actually say so the actual all you to take is check out the link for a start and consider our dale carnegie sales training winning with relationship selling which is a brand new product to australia fantastics but already been noted by the american sales academy is one of the best three day sales processes in America I've already taken the process and it's a winner so if you want to improve your skills from the inside out and be the best at your craft like a tiger woods and sales check us out