The sales pitch is made.
The value proposition is articulated in impressive fashion.
The client’s objections are addressed.
The story is compelling – savings are available with amazing value being offered.
The client has given many positive signals that they are interested in the deal.
The sales rep is thinking “I’ve got this one.”
But, after agonizing consideration, the client says “no.”
The rep is thinking “What? Are you crazy? This is absolutely the right thing for you! Your IQ must be one up from a protozoan.”
They are nonplussed because the buying signals said “yes” but the decision was “no.”
At this point there is an irresistible temptation for the salesperson to get aggressive and perhaps condescending with the client for making what they think is such a stupid blunder.
Just remember this: a “no” today doesn’t mean a “no” forever.
The “no” is actually a tipping point for the salesperson.
Handled well and it could lead to future riches; handled poorly and you can kiss the client goodbye; it’s a shutoff for any future opportunity.
There are obviously some extenuating circumstances at play here that the rep has no privy to.
Whatever. It doesn’t matter. A “no” is a “no” and it must be respected.
These 3 tactical steps will keep you in play for the “later sometime” deal.
1. Honour the client’s decision. Make them feel good about it; don’t make them feel like an idiot.
Choose your words carefully; use them to build a bridge that will earn you the right to compete for the deal at a later date.
2. Offer to help. Client loyalty is not built by the deal, but by the dynamics around it.
Be the resource that sticks around after the deal has collapsed unlike most sales people. If the client needs additional information get it. If they have more questions answer them. Whatever they need do it.
3. Look for other opportunities. For the moment this deal is dead. But are there other deals that might be possible with this client? What else do you know about them – what their desires are – that you could perhaps cultivate into a different deal?
Don’t let the immediate “no” deal shut you out from other possibilities.
Deals don’t end; the salesperson gives up.
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