Home Features Mastermind Videos About Advertise Blog Network Contact
   

Have A Suggestion?
Toronto Salsa Classes / Toronto Salsa Lessons 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 and Sean Combs!
Have A Suggestion?

Featured Ebook


ebook Famous Entrepreneurs - Modern Empire Builders


Featured Ebook

More Evan Carmichael
More popular articles
- MFI Performance in Countries Visited: A Few Numbers
- Summary of TSP Performance in Countries Visited
- Viewpoint of outgoing clients - Impact Study of the Zakoura Microcredit Program
- Reaching the MDGs: A Concrete Look at the Challenge of More Effective Aid (Not Just More Aid)
- Microfinance 2015: Panel Focuses on the Future and Outlook of Microfinance
- Financial Sector Development as an Essential Determinant for Achieving the MDGs: Increasing Private Credit Shown to Reduce Income Inequality
- Recommendations
- International Year of Microcredit Advisors Visit Kenya and Uganda: Princess Maxima, Diederik Laman Trip and Marilou van Golstein Brouwers Promote Microfinance on the Continent
- Overall Conclusions and Main Messages - MicroStart: Finding and Feeding Breakthroughs
- What keeps MicroStart from selecting more high-performing organizations?
Have A Suggestion?

Sales Lessons From Starbucks And Dell

Sales Training London: When Under Attack Fall Back



Sales Training London: When Under Attack Fall Back
   

Rather than stand your ground and attempt to explain, justify, or defend your position, fall back.

For example, your company missed a promised shipment date and the customer called to let you know how upset he is. Rather than try to explain about the trucking company's delay, which was out of your control, you could fall back. Here is what that sounds like: "Bill, I know that you must be upset about the order arriving a day late. And, I'm sure it wouldn't do any good to try to explain what happened. I don't know if you've issued a 'shoot on sight' order, or if I should show up in your office, but I would imagine that you've made up your mind never to do business with our company again. Would that be a fair statement?"

It's hard to fight with someone who surrenders up front. In this case, the customer would probably reaffirm his displeasure about the late shipment, but would just as likely back away from "never" doing business with your company. He might even ask you to explain what happened. After explaining the situation and the measures you have taken to make sure it doesn't happen again, you could ask, "Bill, if you were in my shoes, and I know that's the last place you would ever want to be, what would you do to fix the situation?"

By using this technique, you've made the customer part of the solution, and more likely to stick with you.

©2005 Sandler Systems, Inc. All rights reserved.

Happy selling!

Marcus Cauchi Managing Director S.A.L.T. (Europe) Ltd The Experts in Lead Generation, Conversion & Retention Sandler Sales Institute, 180◦ From Traditional Sales Training©

Sandler Sales Institute® - Licensed Franchisee Guerrilla Marketing® - Licensed Master Practitioners Mob +44 (0) 7876 616 983 Tel 0845 458 1237 (UK Only)

London1.Sandler.com

Sales Training London: When Under Attack Fall Back - To learn more about this author, visit Marcus Cauchi's Website.

Like this article? Share it with your friends
[Get Copyright Permissions] E-Mail | Print | More  


Related Articles Related Articles
Be It Resolved, Analysts are Worthless
  The following email from the head of global equity research at HSBC (my long-ago employer) to London analysts is being called, at least in the U.K., crass and demotivating. I have to confess, I don't actually find ...
The Process of Marketing
  Marketing is not an event, but a process. How long does the process last?
Sales Training London: A Blatant Sales Pitch
  Traditional sales teaches you to qualify, present your features and benefits, trial close, close often and finish off with a professional proposal. This article disputes the very core of traditional selling and m...
When To Halt A Marketing Attack
  The day you close the doors to your business is the only smart time to halt a guerrilla marketing attack. No other day is a good day for quitting.
Sales Training London: When Under Attack Fall Back
  In The Art of War, Sun-tzu wrote, "The best victory is when the opponent surrenders of its own accord before there are any actual hostilities…It is best to win without fighting." The same holds true in the "art of s...

Related Forum Posts Related Forum Posts
7 words or less for Structogram 7 words or less for Structogram
Online Sales and Marketing vs Traditional Online Sales and Marketing vs Traditional
Re: Keeping up wtith the (super rich) Joneses Re: Keeping up wtith the (super rich) Joneses
Re: Online Sales and Marketing vs Traditional Re: Online Sales and Marketing vs Traditional
Practical Sales Advice Practical Sales Advice
Re: Keeping up wtith the (super rich) Joneses Re: Keeping up wtith the (super rich) Joneses
Re: Hello from the UK Re: Hello from the UK
Re: Hi - Sales Training and Consultancy in the UK Re: Hi - Sales Training and Consultancy in the UK

 
About the Author


Marcus Cauchi
(Visit Marcus's Website)
Marcus Cauchi is London's first licensed Sandler sales trainer. 19 years in direct sales, he's sold physical products, services and intangibles with varied success. Over 16 years he left behind over £56 million in deals he could have won, but did because he didn't know any better. He thought you had to qualify for needs, present the benefits of your solution, trial close, follow up with a proposal or further information and the close. He learned the hard way that when you "pitch" a prospect lies to protect himself. When you present and answer his questions, he'll steal your ideas. When you close, he'll mislead you or defer to a higher authority (boss, wife, CFO) and then when he's got you to document in writing (proposals) and give away your confidential pricing, he'll shop that around your competitors to get the best deal. When you follow up for a decision, he'll give you unlimited access to his voicemail and hide. Marcus teaches counter intuitive selling. Average clients increase revenues by 100-1100% in a year. He's probably not for you though as it's difficult and expensive.
Have A Suggestion?

View Author's Blog
Become An Author

View Author's Video
Become An Author

Free Downloads


Marcus Cauchi's

Complete
List Of
Sales
Articles

First Name
Last Name
Email
 
If you enjoyed this article, get Marcus Cauchi's Complete List of Sales Articles For FREE!
Become An Author