1/13/2025-That tense moment in your meetings

Don’t kill yourself for not coming up with the perfect line when customers back you into a corner. Manage your emotions and present yourself calmly – that’s the win you’re looking for.

The prospect looks you in the eye and asks, "…so it’s between you and one of your competitors…why should we buy from you?"

G u l p.

You won’t face that situation often, but if you do, the correct response is confidently and concisely presenting your value proposition.

Sometimes, a customer’s questions or comments hijack your voice. How you handle yourself and respond is critical to building trust and earning more time with your customers.

For those tense moments when you feel cornered in a meeting, try these lines:

1. "I’m gonna have to think about that for a moment." It’ll buy you time to contemplate your best response. You’re not a robot expected to respond immediately to everything thrown your way.

2. "I don’t know." This is an honest response, and honesty is always best.

An exception is the case presented in SKILL when you’d better be able to present your value prop on demand! "I don’t know" won’t cut it in that situation.

Business can be emotional; it can get hot…especially in sales!

There are going to be situations and moments when you sweat. That’s a good thing. It means you care and are invested!

In those instances when a customer pushes you flush against the wall, you probably won’t be able to come up with the killer line that will be so obvious to you later on. That’s ok. You’re human.

Instead of worrying about creating a cache of lines you can use in situations that hit you like bricks, focus instead on how you handle yourself…your reactions.

Rule Number One: Don’t let them see you sweat. Take an extra breath and maintain your composure. Some buyers intentionally want to get you into a frenzied state because it gives them leverage to transact later. Stay focused on you and how you respond. Go slowly.

You are a smart, capable, confident, affable, and selfless professional….yes, you are a professional. Act like one.

Whether or not these rare situations with customers occur with others in the room, you’ll want your behavior to pass muster with the only person who matters: you.

Be honest, respectful, and calm. What else can you do?

Every human has the innate Fight-Flight-Freeze response, a fascinating physiological event.

While a tricky and direct question from a customer may not trigger extreme FFF (Fight and Flight are not options), watching this video can give you insight into what’s happening in your body.