Managing Sales Obstacles - If you’re like me and many of the business owners I coach, you’re very savvy about your particular service or product…you know the key features and benefits, you know the ROI, you have your elevator speech down pat, and even know how to succinctly describe that “perfect” client or customer. It’s when we come face to face with a client obstacle that our confidence wanes and our sales strategy breaks down.
An obstacle (anything that prevents the customer from engaging in the hiring/buying process), actually has little to do with “US.” Even though rejection feels personal it rarely is…most of the time it is something simple (a misunderstanding, a concern, or inability to decide) and if we follow a customer-oriented, consultative approach we can often help manage (and remove) the obstacle that is blocking the sales process.
The next time you’re faced with a sales obstacle try the following three step (TAC) process:
Time-out – Briefly pause, take a full breath and consider your options. Jumping in too quickly can make you seem defensive or desperate. Pausing makes you appear more professional, shows respect and gives the customer time to think.
Ask – Question and listen carefully to the prospective customer until you understand exactly what the concerns are. The answers to your questions will guide your response and show the customer that you are truly interested in helping them accomplish what they are trying to accomplish with your service or product.
Communicate understanding – Show a customer that they have been heard by communicating your understanding of the obstacle. Paraphrasing what the customer has said (without agreeing or disagreeing with it) is a good way to achieve this. For example, if someone says “You are too expensive…” you might communicate your understanding with a phrase like “Cost is always a factor in a decision like this, and…”
By taking the time to ask good questions and hear your prospective customer, you are gathering valuable information about the customer’s perspective which will help you decide how to respond. Perhaps even more importantly, you are also taking steps to deepen your relationship with this individual. The customer will know you care about them or their problem because you took the time to ask questions about it. This shared problem-solving approach can be a powerful tool for creating win-win situations as you look for ways to add value to their perception of your services or products.
Some additional benefits of managing obstacles through the TAC method include the following:
Less Confrontation – By helping the customer think clearly about their own objectives, you use natural conversation to eliminating the win-lose fear associated with customer-salesperson interactions.
Better Information = Better Results – People respond positively to being treated in a respectful, consultative manner. When you find yourself partnering with customers you are not only creating a great customer relationship, but a raving fan who will tell others about you.
Quick Problem Resolution – The TAC process helps you identify true obstacles more quickly and respond to them effectively. Plus, it allows the customer an opportunity to VENT, relax and very possibly resolve the problem by themselves.
If you need help winning the inner game of selling or achieving business, professional or personal goals, consider partnering with a Coach! We’re trained to help take clients to their greatness.
Managing Sales Obstacles - To learn more about this author, visit Mickey Parsons's Website.
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Mickey Parsons
(Visit Mickey's Website)
The Workplace Coach is a division of
Parsons Associates Coaching, LLC. Our goal
is to provide tools that will help
managers, leaders and their companies
thrive in an ever-evolving marketplace.
Mickey is the founder of The Workplace
Coach, where he and his colleagues provide
coaching services for professionals,
business leaders and entrepreneurs.
Mickey's background includes extensive
experience in employee assistance (EAP)
leadership, corporate education and human
resources, and more than 15 years'
experience managing and leading business
organizations. He holds a master's degree
in educational psychology and numerous
professional credentials, including:
Profession Certified Coach, Certified
Professional Behavior Analyst and
Certified Employee Assistance
Professional. Mickey his currently
completing his Master Coach Certification,
a designation held by approximately 200
coaches internationally.
Mickey has served as coach and consultant
for more than 50 corporate clients,
including American Express, Blue Cross
Blue Shield, Cox Newspapers, Brach Candy
Company, McKee Foods - The "Little Debbie"
Corporation, McDonalds Corporation, Home
Shopping Network and the New York Times.
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