Tweet

Get a Handle on the Disinterested Client

Guest post by: Terri Levine

Article Overview: Sometimes you have to take no for an answer, but before you do, have you determined that you really cannot help this customer? Sometimes the reasons for their objections are groundless and sometimes there are other ways you can provide service.

Get a Handle on the Disinterested Client

Closing a sale can be a challenge at the best of times, but no matter how slick your selling performance is, there are clients whose ability to side-step your best efforts and get away are just as slick. Their put-offs include not needing your product or service, they don't have the money just now, they don't have any faith or trust in the product, they might look at it in six months time, or they are plain just not interested in even finding out about it. Hardly inspiring responses to an eager salesperson.

You could say it is bad manners to persist in attempting to close a sale to someone who produces such objections, but if you are sincere in being of service, you may do both yourself and the client a favor in persisting just a little.

Don't be tempted to walk away at this point, for all you know, their objections, if truly irrational, may be something you can overcome. They may sincerely believe their problem or objection is a real obstacle, but unless you take the time to fully understand their concerns, you are not going to be in a position to even know how much you can help or if you can help at all. Make it clear you are keen to assist them and you would like to understand their objection more fully, reminding them that they are under no obligation. Some people clam up under hard-sell techniques, but a friendly, information-gathering approach is less threatening to them, and it might just mean the discovery that their perceived problem with the product/service, is something very minor and can be dealt with in a way that pleases them greatly.

At this point, you may find your client is opening up a little, and perhaps the exchange of information has led to the possibility that they just might be interested in what you have to offer, after all. Don't rush to close the sale before they change their mind... it will be obvious and will destroy any goodwill you've just established. Help the client in determining what is best for his interests, then, if you have now found yourself an eager client who has signed up for a product or service, don't just forget about him. Follow up after the sale and make sure he obtains the maximum benefits from the product or service. Make sure he gets his "money's worth" and has no regrets at all.

When faced with any objection, remember that people respond best to sincerity. People don't want to be manipulated by clever sales pitches. Show your honesty and your integrity. A sincere and caring effort to be of service, to understand their concerns, with no obligation on their part, may not always get you this client this time, but you can be sure they will remember you next time... and maybe then, they will be ready.

Related Articles
  Introvert Myth - Are Introverts Aloof Or Something Better?
  10 Ways to Handle Objections Effectively
  10 Warning Signs That Prospective Client Is Not Right For You
  Establish Your Presence
  Why So Many PR Consultants Fail
  Creating an Unhappy Customer
  BANKRUPTCY TRUSTEES: WHO ARE THEY AND WHAT DO THEY DO?
  The Fifth Deadly Workplace Sin: Sloth
  Marketing is What You Do and What You Say
  How to Start Thinking Like an Online Entrepreneur
  Stop “Handling” Objections
  Professional Sales People Do Not Fear Rejection
  So do we really have control over customer service?
  Turning Sales Setbacks into Success
  Top 5 Warning Signs Your Employees Are Looking For A New Job
  Keys To Wealth and Success (Part 1)
  5 Steps to Organizing Your Business
  Behavioral Tips and Interview Questions
  Are you interesting enough?
  Law Practice Software Eases Transition During Law Office Splits

Article Tags: business, customer service, disinterested customers, selling, serving



Related Forum Posts
Re: How Do You Fight Spam? - There are several ways in which you can stop spam: Client side: you can configure your email client to move spam to the junk mail, and you can do this by blocking their domain, some clients will even allow you to block ip blocks. Server side: you can set your server to have a white list, that can control spam before it gets to your inbox.
Why pay a Consultant? - Consultants can bring you into contact with a Funding Source but how do you tell whether a consultant will be successful beforehand? Professional Consultants ALWAYS ask for some kind of retainer so that they can feel they're not being used by a 'chancer'. However, when raising funding, a real consultant will offer to REFUND THAT RETAINER out of the % BROKERAGE he charges, payable once he finds your Funding Source, and payable from initial disbursements. Retainers only cover part of the costs that a consultant has to pay while working on behalf of the Client. Their real wages come from the agreed upon Brokerage, received when they are successful on the Client's behalf.
Re: Business Women Peer Mentoring Spotlight - Hi Everyone, Gosh, I REALLY appreciate your concrete feedback. This was far more than I expected and I'm glad you said what you thought straight out. Each of you have shared something of value and I want to take some more time to think and really go over what each of you have said. However, I can see there are some things I need to change right away. What an interesting point about a NEW program perhaps making people think they are guinea pigs! This is NOT what I want to convey! It's funny how we can see some things so clearly in others while not always seeing it for ourselves! I must admit there are a few things I've been meaning to change (like my bio which is very outdated). Obviously, these things need to be higher on my priority list. You caught me like the plumber who puts his clients first and doesn't get around to fixing his own tap! As far as my target market, I do feel quite strongly about working with Women Leaders and doing Leadership Coaching with them. It's non-negotiable in my books. In my Executive Coaching training, the terms "Leaders" and "Executives" are interchangable. To me, an Executive is a Leader and so is the Business Woman or Entrepreneur who is CEO of her own business. I love working with decision makers! What I did learn is that I need to avoid opening up the Leadership term beyond what I described above. I'm also wondering if there is a misunderstanding with the general public as to what Leadership Coaching really is. Leadership Coaching is all about developing your leadership skills, both as a people manager and in more effectively running and growing the business. There is ALWAYS room for growth in some way. As well, sometimes, we just need a sounding board to clarify what our next BEST step is. In fact, if a woman thinks she has nothing to work on, then we aren't a good Client/Coach fit anyway. How can she grow if she doesn't see the value of expressing ALL of the great ability within her? How can her company grow if she doesn't see the value of strategic planning for the next best level? Thanks again to you all! I will go back to my website and really question whether I am conveying the right message. I got more than I bargained for in this Spotlight... you generously offered way more than I was asking. I think we could be on to something great for the Forum. Now it's time to let someone else have the spotlight. It would be great if everyone took a turn! In gratitude, Tami
Re: Promotion Pack / Prize Pack - [quote="Evan":3tuiine7]Thanks for setting it up Kevin![/quote:3tuiine7] Hi Evan, We're still trying to work something out as Andy explained that his website is not something that is created by himself. He pays to have it and it serves is to capture leads for his Client Relationship management system with SendOutCards. Even if we do critique it, Andy will not be able to make any modifications to it. Would you have any suggestions? I've offered the following options: 1.) We could assess Andy's marketing mix: 4P's and target market and then finish with a question: Will Andy's business sink, swim or soar? sink = lose money and go out of business swim = help Andy make a living soar = help Andy make millions or more! 2.) We could just copy Donny's The Big Idea format 3.) We could use Lisa Johnson's teachings to see if Andy's brand is in tune with the connected generation. i.e. if the right commerce, content, community are surrounding his brand. 4.) Lastly, we could use Martin Lindstrom's philosophy to evaluate the power of Andy's brand. We could do 1 or 2 things: a) determine if he has a 5-dimensional brand (i.e. does his brand engage the 5 human senses?) or b) we could see if his brand is "smashable". This might be more difficult as there are 12 critieria like picture, color, shape, name, icon, etc... For instance, the Coca Cola brand is very "smashable" and effective because even if you saw a broken Coke bottle on the ground with no label, you would instantly recognize that it's "Coca Cola" due to it's unique "shape". Of course, the purpose of this exercises is really just to draw as much forum attention to Andy's business as possible and to get the collective feedback from as many people as possible on how Andy can make more money. For any of these critiquing formats, Andy will have to supply some background information about each "criteria" so that users will have an easier time commenting on each item.
Simple way to avoid Cold Calling - Gary, A chiropractor I work with hates cold calling (me too!) and he uses a technique to warm people up to using his services - it's so simple! In Sales your dealing with 3 pools of people: 1. Strangers 2. Prospects 3. Returning Customers You need to move people from one pool to the next. We'll concentrate on #1 and #2 as it's most relevant to your question. My Clients does the following (you just have to tailor it to your situation - be creative). My Client (we'll call him Bob) Bob leverages his time and resources to only get people that need his offer (pain relief) to put their hand up. Dealing with Strangers can get expensive and they don't like to be told what to do as they have no trust or relationship built with him. So to get Strangers to put their hands up he writes up an offer with a free report on a particular pain relief - let's say lower back pain (note: he can simply just change lower back pain to neck pain and have a new report). and uses multiple marketing vehicles to promote the Free report - magazines, newspaper, forums, postcards, private clinics etc. The only people picking up this information are the very people Bob would like as customers as they have Lower back pain. Bob's Free report ends with him stating his services and includes a Free in-house Consultation with no obligation. You'd be surprised at how easily Bob converts Strangers into Prospects. Note: They become prospects when they ask for the Free Guide and in exchange provide their contact details. This gives Bob unlimited opportunity to contact them for the Free in-house consultation with no obligation to continue using him. At this stage Bob's ability to close the sale lies in his office providing good customer service, Bob's ability to help the prospect and provide value at the free in-house consultation. Notice, he hasn't had to pick up the phone to COLD-CALL his Stranger pool or his Prospect pool. Hope that example helps to increase your prospecting!


Share this article with your friends. Fund someone's dream.

Leave a comment below or share on the left and you'll help support entrepreneurs in Africa through our partnership with Kiva. Over $50,000 raised and counting - Please keep sharing! Learn more.

Newsletter

Get advice & tips from famous business
owners, new articles by entrepreneur
experts, my latest website updates, &
special sneak peaks at what's to come!

Name:
Email:

Popular Articles

Top Ten Home-Based Businesses

Pay Per Click Advertising

The Future of Online Marketing

Suggestions

Email us your ideas on how to make our
website more valuable! Thank you Sharon
from Toronto Salsa Lessons / Classes for
your suggestions to make the newsletter
look like the website and profile younger
entrepreneurs like Jennifer Lopez.