Selling to difficult customers: Serenity wins


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Distribution is tough: on the one hand, you have to sell something to customers at any price. On the other hand, you also have to deal with complaints from dissatisfied customers. Monica Schori shows in her book how to skilfully handle such situations.


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Capture Aggressive Customers

Overview

"The job as a consultant / salesperson / support staff would be great, if only there were not many annoying customers." Do you recognize yourself in this statement? Monica Schori understands this attitude absolutely. Nevertheless, they can not catch aggressive customers. But catch it. Her book "Survival in Customer Contact" is ideal for this.

Because Schori helps to correct one's own attitude to the "Motzkis" on the other side of the counter or the telephone line, to bury the self-imposed perfection claims and, if necessary, to counter with a clever or witty spell.

Is the customer still king?

Overview

It thus shows to all those who are in direct contact with customers. how to deal with difficult situations and customers. A very useful guide for consultants, salespeople and support staff.

The motto here could be: "The customer is king, but the monarchy is no longer what it used to be"

to build bridges

Overview

Schori, with her practical guide, builds the bridge between frustrated sellers and so-called "difficult" customers by putting the negative experiences in a healthy relationship to the overall balance: "The world is full of friendly grateful, sympathetic, understanding and humorous customers who also show their satisfaction". The positive experiences are only too quickly blown out, the author predicts: "One unpleasant customer contact often costs us more energy than the rest of our day-to-day work."

Leave the church in the village

Overview

When your customers explode with rage, your heartbeat stays down. Seriously. Do not make the trouble of the customer your own problem, that's the solution. Sounds abstract, but Schori becomes very concrete in her book. For example, if your caller roars into the phone, "your store is total shit !!" you can of course also go to the ceiling.

But it is better that you translate the outburst soberly "He has not only made a bad experience - not with me, but with the Company or even the whole industry "and distance himself emotionally" He has not got his feelings under control - I do. "The reward for these intermediate steps: They immediately regain control of the situation.

The right answers for pesky customers

Overview

And to make sure that you are able to get the right answer, you will be able to find the right answer to personal attacks on the desk. Author Schori has taken the trouble to counter the most frequent accusations and insults of disappointed customers with the appropriate answers.

Maybe you were speechless after a hate speech: It does not happen to you anymore. With the answer: "Did I or did we do something or say something that annoyed you so much? If so, I apologize for that. "Land an impact. Want to bet that with such a statement, you are building the bridges you need to make a good turn?

Frustrated salesmen create frustrated customers

Overview

Frustrated salespeople create frustrated customers. With her first-class sales guide "Survival in Customer Contact" author Monica Schori does not even get that far. Their practice-proven tips help to stabilize emotionally and skillfully parry unfair attacks. Recommendation!


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  1. Competencepartner

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  4. Thomas Eggert

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