Have you ever overreacted to something with a customer?

Last week, we held our workshop on overcoming objections or other forms of customer resistance. One of the most effective ways to deal with customer objections is to listen, empathize, and ask about it. However, we have found that with the thousands of salespeople we have worked with over the years, we tend to become defensive upon hearing them. And it is that attitude of defensiveness that keeps us from asking questions.

The goal is to remain objective and calm. We must be less defensive and more empathetic throughout the sales process. But how?

We must keep our emotions in check and respond to our customers empathetically and with care. However, it is often our brain that gets in the way. Our brain is built for survival and, when faced with what it perceives as a threat, can sometimes go into auto-mode. Our brain's limbic or primal systems take over, and we are not rationally thinking about our actions.

To overcome this natural phenomenon of our brain, we must understand how it works and how stimuli affect our emotions. Then, we can gain control over how we respond to events, even in the most stressful situations, such as when customers object to our proposals, ideas, products, or company.

Occasionally, we all deal with upset or angry customers, and the best way to avoid making situations worse is not to overreact. A thorough understanding of emotional intelligence helps us do that. Join us Friday, January 26, to explore the concepts of emotional intelligence and how understanding them can help you work with your customers in all situations, no matter how stressful they may become.