Handling An Irate Customer

There is a reality in sales and customer management, which a lot of business professionals dread but prepare for anyway. They are right to do so because somewhere along the line, there will always come an irate customer.

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Image source: retailwire.com

The state of an angry customer is already a bad one, and often, the ability to ensure that things do not get any worse than they already are is, by itself, a measure of success.

The first thing to note is that an irate customer is in a highly emotional state. Whether or not the fault is on the customer side, the business side, or somewhere in between, the key to ensuring that the situation does not get worse is to be accepting of the things that come out as a result of emotions that are running high.

The customer is irate because he did not get what he wants. In the mind of the customer, some injustice has been committed to him. The best chance of bringing down the heat is to assure the customer that things are currently at work to address the problem.

Obviously, you also have to ensure that they really are. Lying to the customer just for him to be pleased or pacified has backfired many times in the past.

Be exceedingly patient and calm. Never raise your voice, as this will only heat things up more.

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Finally, even if the problem has yet to be addressed, make the customer feel that you genuinely care about his welfare. Be empathetic and respectful at all times.

This is by far the best chance to pacify customers, and hopefully, you can keep them too.

Thanks to his experience in various positions in sales, Jeff Lupient has evolved into an authority in his field. Now he handles a reputable company in automotive sales, the Lupient Automotive Group. To know more about his business, visit this LinkedIn profile.

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How to Identify a Solid Sales Lead

Sales is essentially a numbers game. In the ideal situation, if the salesman can find a way to know whether or not a deal with a client is closable early on, he can shift all of his focus to the numbers, so that he could sell more. Here are a few ways to identify a solid sales lead:

The most promising prospects are clients who approach sales professionals directly to inquire. From there, you must be armed with all the information you have about your product, in order to turn the natural interest of a client into a commitment.

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A client who does not proactively inquire is not a solid lead. But when you do get to sit down with the client who then listens to your presentation, you would have gained some traction. If the client asks more questions, this is a sign of genuine interest. Now you have a solid lead.

Another solid lead is a client who is looking to replace an existing product with a new alternative, which you are offering. Clearly, this client already knows the value of the product. This is the most significant expression of a need.

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Keep in mind that you must always aim to close the deal with your client on the first meeting, if this is doable. If not, the solid sales lead is worth a follow up not more than a day later. Follow these simple ways to identify solid leads, and you will have your time well spent.

Jeff Lupient worked every position and every job in the automotive retail business, honing his knowledge and skills in automotive sales. To find out more about the sales industry, visit this blog.