We teach people to get off the “emotional sales roller coaster” so that they don’t have wild emotional swings based on whether people say yes or no.
Remember, your customer or prospect also doesn’t want to climb onto the emotional roller coaster with you.
A ‘no’ is a perfectly acceptable answer. Your initial first reaction to getting a ‘no’ has got to be positive or at least neutral. You can’t react poorly.
Bad reactions must be avoided. Like…
- Pressuring: “What?? No?? Are you out of your mind?!”
- Pouting: “Wow, so much for my bonus this month – thanks a lot.”
- Begging: “I really need you to say yes. Are you sure? You seemed like you’d say yes. I was counting on this.”
- Bartering: “Buy today and if you still don’t want it, return it for a full refund next month!”
And those are just a few examples. It is embarrassing for everyone and short-term thinking too.
If you make someone uncomfortable and regret dealing with you, getting referrals, or even having the potential for a future yes will become highly unlikely.
What should you do?
Despite whatever emotion you may have, stay professional. When you get a ‘no’ respond positively with enthusiasm. Even if you choose to dig into the reason why they said no, you must stay calm and collected.
Bottom line: help your customer or prospect see that for you, it’s about service and asking and that they will not be penalized for saying ‘no’ to you. Do this enough, and not only will keep yourself off the emotional roller coaster, but you will also have a better chance, later on, to turn that no into a yes!
Comments? Please let me know your thoughts. And if you liked this post, please share! – AW