Working with Lenann has set off a whole new spirit in our company, resulting in a lot of positive developments, including new offices and exciting plans. Thanks to Lenann, this whole enterprise is goi.. Cecile Huberts
Managing Director – Freeway Entertainment, Budapest, Hungary
 

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Are you too sensitive?


My client was regretful.

“Remember when I got that email – the one that said ‘Please stop selling me’? That was such a nasty email!”

The email had arrived a month ago. And the salesperson’s communication – the one that got that “nasty” reply – had been written for a very good reason: her prospective client had disclosed that, in the not too distant future, he was going to come into some money. So, being a wealth manager, she suggested that she could help him invest those funds profitably.

So what? She was trying to be helpful to him, but he wasn’t having it. Thus the pushback in the “nasty email.”

Here’s the problem: a month later, she’s still feeling bad about it.

When a person discloses information to a salesperson that suggests he will soon have a need for what she sells, he shouldn’t be surprised when she offers to provide her services.

And when she gets a prickly “Please stop selling me” response, that’s reasonable pushback, and it should get a reply that says, “Understand, (first name). Apologies.” ... or words to that effect.

And she should follow-up on THAT in a week or so, usually in an email, sending him a link to an article about something that will be helpful to him (or about the terrific performance of an investment her organization offers, indicating that she’d be happy to provide more details if he’d like the data).

It’s fair to reach out. And it’s also fair to push back!

So you can’t afford to still be hurt and regretful a month later, after a prospect has behaved reasonably.

It’s not an accident that people mention things to salespeople; on some level, they probably want to do business with us.

It’s also normal for moods to change, and for people to overreact to salespeople’s offers to help.

My way of thinking about this is that people will always pushback at salespeople, because they CAN: They CAN’T pushback their spouse – that’s spousal abuse. They CAN’T pushback their kid – that’s child abuse. They CAN’T pushback their dog – that’s a case for the ASPCA. So they pushback on us. It’s normal.

Think of a duck, and let the criticism roll right off your back. And if that’s hard for you, go to the gym and get very sweaty. Seriously.

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