Greg Bennett's Rambling Thought on Successful Selling #59: Give The Angry Client a "Mental Enema"
Continuing from the last Rambling Thought about dealing with angry customers..after you've matched their intensity the next step is to give them a "Mental Enema"...basically just let 'em go and don't try to stop them.
Here's what it may sound like:
Client: "I'm SO mad at you people..."
Salesperson: (matching intensity) "Well you SOUND mad, and I'm sorry you're having a problem...can you tell me what happened please?"
Client: (still mad) "Yeah, I bet you're really sorry...anyway, I bought your XYZ 2000, and the damn thing broke after the second use..."
Salesperson: (insert mental enema) "Again, I'm sorry you are having a problem...I'm going to write down as much information as I can...please tell me exactly what happened"
Then just let them go...and go...and go...Writing down information as you go (this helps control the pace of the call).
Don't stop to explain WHY something happened...don't stop to address the concern...don't stop to save time...don't STOP...
Once you're done, you'll want to recap what you've heard in bullet point fashion.
I'll do a bit more on this in the next Rambling Thought!
GB
