Even in a sales organization that prides itself on providing excellent customer service and support, interactions with clients don’t always go your way. Salespeople can feel deflated and frustrated when they’ve done everything they can to deliver, but still can’t close the deal or satisfy the client.
Although carefully evaluating the interaction to determine where the process can be improved is a great first step, often the dreaded “No thank you, we are not interested.” is due to factors entirely out of the salesperson’s control. Next time you are faced with a disappointing rejection or difficult client, try these five tips for striking the appropriate balance between understanding the root of the issue and moving on to greener pastures.
- Ask clients what the deciding factor was for their decision. The greatest lessons can be learned from the clients who say “no.” Take advantage of this opportunity to identify ways you can improve your sales process. You may also find that many deals are lost by no fault of your own.
- Understand the difference between above and beyond and delivering what the client asked for. Being busy delivering things people don’t want not only waste your time; it is also a sign to clients that you are not listening to them. Clients are not impressed by salespeople who present solutions they do not need and didn’t ask for. Exceeding your client’s expectations is important, but make sure what you are bringing to the table fits their needs and their budget.
- If you’ve done all you can, don’t take the “no” personally. An actor’s job is to prepare for a role as best they can. If the actor is ultimately not selected, at least they know they did all they could. The same principle applies to sales. You did the work of making the connection, listening to their needs, and bringing them the right solutions. Hopefully, you even exceed their expectations with your knowledge and service. Take solace that you could not have done more, and move on to the next prospect.
- Keep your chin up. I tell my agents and reps the same thing I tell myself when I am out canvassing or networking, “You are the best thing to walk into that client’s office in years. Every client we work with is better off because of it, and any client who says “no” doesn’t realize the value you bring.” I always ask my satisfied clients for a testimonial. Reading those testimonials can be a great way to shake off rejection and bring some light to your dark days.
- Keep the conversation going. The “no” prospects of today are the “yes” clients of tomorrow. Include the prospects who have said “no” in your marketing campaigns. By keeping in contact and providing valuable content, some of those “no” prospects will be your future “yes” clients.
