REASON #6 - Your People ‘Freeze’ When Confronted With Resistance

You’ve seen your HVAC, plumbing and electrical techs and sales people strutting around the shop acting like they can handle anything. This bravado is short lived when they face a customer who give them a stall or even a no. That’s right, these professionals freeze like a deer in the headlights when confronted with the least resistance.

Many customer say no as a subconscious reaction to your price presentation just as you say no to a clerk in a store when they ask ‘May I help you?’ You invariably say, ‘No just looking’ or ‘No thanks.’ It is just a subconcious response. Something you say without even thinking.

If the clerk would just make you think they could easily overcome this objection.

Poor performers do not realize that the slightest pushback you give a customer when they throw an objection at you can turn the sale around from no to yes in a heartbeat.

Question the situation when you are losing the job. Ask the customer why their way of buying is the best way. Do they always buy the cheapest things for their family? If not, then why are they starting with you? After all, you do 400 calls a year and the customer does just one or two. Shouldn’t you be better prepared to handle this call than them?

Taking responsibility by asking the customer where you went wrong is another tactic. Whatever you choose to ask remember that the pace is almost as important as the content of the question. Don’t look dumbfounded or confused. Act as if it is normal for people to research a large purchase and then ask another question.

One thing for sure. Standing there dumbfounded and then leaving when faced with a ‘no’ or a ‘think it over’ will never get it done. Say something.

That’s all for now, see you next week with reason #7

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