How to Deal with Difficult Customers: 10 Simple Strategies for Selling to the Stubborn, Obnoxious, and Belligerent

Overview

Why put any effort into trying to sell to stubborn, obnoxious, and belligerent customers (SOBs)? Most sales trainers don't even mention them: they only amount to about ten percent of your client base, and it's much easier to sell to people who are friendly, likeable, and reasonable, right?

Wrong! As salesman extraordinaire Dave Anderson points out in How to Deal with Difficult Customers, ten percent of your business adds up to a very large amount of money over the course of a ...

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Overview

Why put any effort into trying to sell to stubborn, obnoxious, and belligerent customers (SOBs)? Most sales trainers don't even mention them: they only amount to about ten percent of your client base, and it's much easier to sell to people who are friendly, likeable, and reasonable, right?

Wrong! As salesman extraordinaire Dave Anderson points out in How to Deal with Difficult Customers, ten percent of your business adds up to a very large amount of money over the course of a career, and you're going to have to work with SOBs whether you like it or not. If you don't earn their business, your competition will. And, here's the big surprise: once you've gained the trust of your really difficult customers, they become your most loyal and supportive clients, giving you plenty of repeat business and showering you with referrals.

In this one-of-a-kind guide, you'll discover that SOBs are made, not born, and you'll learn how to win over the customers who make most salespeople want to run away screaming. Anderson explains the seven major factors that turn normal customers into SOBs, most of which involve previous experiences with salespeople who lacked the skill, knowledge, or motivation to serve them well.

Next, you'll find ten simple strategies proven to transform any SOB into a sweet and cuddly pussycat who can't wait to close the deal. You'll learn how to:

  • Understand and use the ten truths about SOBs
  • Take the fight out of the sales process
  • Face and finesse the SOB "quadruple threat"
  • Shovel the piles while they're still small
  • Create a cult that the SOB is dying to join
  • Generate "buy today" urgency
  • Read an SOB's mind
  • How to save a deal after you think you've lost it
  • And much more

So, the next time you're struggling with a grumpy, cranky, whiney SOB, you won't have to just stand there wondering, "How can I sell to this jerk?" With the can't-miss strategies you'll find in How to Deal with Difficult Customers, you'll turn that sourpuss into a sweetheart, close the deal in no time, and find yourself eager to take on the next tough customer.

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Product Details

  • ISBN-13: 9780470045473
  • Publisher: Wiley
  • Publication date: 10/27/2006
  • Edition number: 1
  • Pages: 192
  • Sales rank: 1,008,007
  • Product dimensions: 5.81 (w) x 8.62 (h) x 0.83 (d)

Meet the Author

DAVE ANDERSON is an entrepreneur, author, columnist, trainer, and speaker. The author of two previous Wiley books, Up Your Business! and If You Don't Make Waves, You'll Drown, Dave also writes a leadership column for Dealer Magazine and has produced numerous books, cassettes, CDs, videos, and other training resources. He gives 150 speeches, presentations, and workshops each year on sales and leadership development to audiences from around the world. Dave is also President of Dave Anderson's Learn To Lead and LearnToLead.com, a cutting-edge Web site providing hundreds of free training resources to thousands of people in over thirty countries.

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Table of Contents

Preface xi

Acknowledgments xvii

About the Author xix

Introduction xxi

1 Understand the Ten Truths About SOBs! 1

2 Toughen up; Sharpen up; Grow up & Go up! 17

3 Don’t Just Be Better, Be Different! 41

4 Take the Fight Out of the Sales Process! 63

5 How to Face and Finesse the SOB “Quadruple Threat”! 83

6 Shovel the Piles While They’re Small! 97

7 Create a Cult! 109

8 Create Urgency to Buy Today! 119

9 Learn to Read an SOB’s Mind! 133

10 Be Prepared to Walk Away! 145

Notes 157

Bibliography 159

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