The truth about difficult customers

7 x provocation

The truth about difficult customers 

They annoy, disturb and cost energy - Dissatisfied, disgruntled, resistant customers make salesmens life at the front and back-office hard. And here is the provocative thesis: "There are no difficult customers!"    

7 Reasons why a seller has everything in his own hands!

1. The seller transfers negative emotions from other situations to the customer - both in personal conversation and on the phone (such as failure, stress with supervisors, team conflicts, private issues, rework, demotivation, etc.). He shows this in his body language, voice and corresponding behavior.
2. The customer feels attacked by the customer adviser in self-esteem and must defend himself or retreat internally. The result is frequent pretexts (instead of objections), in order to escape the conversation.
3. The salesperson's self-value is attacked by the customer and he is now fighting for his identity (justify, blame, etc. - instead of selling).
4. The type of the customer differs massively from that of the seller. The seller is not able to adjust to the type of the customer.
5. The seller does not follow the selling psychological mechanisms and behaves counterproductively.
6. The seller is blocked by negative beliefs about themselves, the products, prices, customers, colleagues, industry etc.
7. Negative facts in the company are not actively changed or used by the salesperson as given and as a fault dumping site: claims, complaints, quality issues, long waiting times, delivery delays etc.