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How To Thrive Under Fire with John Faisandier #304
In this episode guest John Faisandier and Pat discuss stressful conversations sales people commonly have with disgruntled clients. It’s difficult to thrive under fire. The stress and anxiety of unhappy people can take a toll over time. Yet, there are things sellers can do to diffuse anger. One tool is a solid apology. Learn how to manage customer emotions, by managing your own emotions.
Conversation Stress Treatment
There are three things sellers can do to immediately control the stress:
-
- Breath Deeply – slow down your breath and subsequent heart. You will think clearer.
- Name it – take the feelings that you have and give that feeling a name. Define your experience.
- Consider the Customer – If you’re under stress, the person you’re having a conversation with is probably under stress too. Have empathy.
Empathize With Others
When you consider how your client is under distress, ask them how they feel. Express regret for the situation:
“Sorry this has happened to you, we’ve not met your expectations”.
Let people vent. They will appreciate your patience, listening and calm. Then you can thrive under fire.
PAC Ego State
According to the science of Transactional Analysis there are three ego-states: Parent, Adult, and Child. When sellers communicate with customers and prospects, each person takes on one of these egos. Ideally. conversations should be in the Adult-Adult state.
How to Find John Faisandier
Website: https://www.tuf.co.nz/ to find his book Thrive Under Fire
Email: john@tuf.co.nz
LinkedIn: https://www.linkedin.com/in/johnfaisandier/
FB: https://www.facebook.com/ThrivingunderfireTUF/
Skype: felixjohn1212
Twitter: @tufnz
Free eBook The Power Apology: 5 steps to a genuine apology.
I was wrong
Completely wrong.
At the time I had my reasons
But it doesn’t change the fact
I was wrong.
(and I hurt you) (this was John’s addition)
How can I make this right?
Thank Our Sponsor Sales Nexus
Sales Nexus tip for this week – Manage People Not Customers
Get the free download here for the 12 Sales Tips to Steal for 2020 Success and 4 Steps to Market Domination
Past Episodes Client Relationships
- Magic Sales Words with Phil Jones #282
- Consulting Coaching and Serving Your Ideal Client with Ben and Aiden Hoppe #234
- Honesty Sells with Colleen Francis #223
- The Transparency Sale with Todd Caponi #221
- How To Sell With The Socratic Method with Roger Breisch #214
- How to be a Sales Sherpa with the Hyperconnected David Fisher
- How To Sell Hardware, Software and All Things IT with Mike Slowik #181
- How To Generate Leads with Relationship Selling with Michael Ross
- Four Skills You Need For Sales Success – HEAT
- The Perfect Close with James Muir #132
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