Identify which situations you should stay out of and when you should jump in. Learn how to communicate your criteria to your rep before there is a problem.
- What do you do, as a coach,…when the customer is truly awful?…You know, I always tell sales coaches,…don't hijack a call, don't take over for your rep,…but there is one exception and that is when the customer…is absolutely abusive.…If a customer is harassing your sales rep.…If they're belittling them, then it's appropriate…for you, as a leader, to step forward…and let the customer know, in no uncertain terms.…We do not allow our people to be treated that way.…
I remember, early in my career, when I had a customer…who was a much older man who was harassing me,…a much younger woman.…I just took it and took it and I always tried…to de-escalate it, I always tried to stay nice…because I thought it was part of my job as a sales rep…but I will never forget the day…when my boss happened to observe the customer doing this.…My boss stepped in and said,…I am going to stop this conversation right now.…
No one speaks to our people that way.…He looked at the customer, he said,…we're going to leave here.…You're going to think about this…
Released
2/24/2017- What sales coaching is and what it's not
- Planning for a call
- Dealing with a difficult call
- Debriefing after a big win or a loss
- Positioning yourself with the customer
- Dealing with customers who ignore your rep
- Handling abusive customers
- Planning joint calls
- Creating killer presentations and proposals
- Dealing with stalled sales processes
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Video: How to handle abusive customers