1/18/2024-That Tense Moment with a Prospect

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 calmly asks, "…so it’s between you and one of your competitors…why should we buy from you?"

G u l p.

It’s not every day you’ll face that particular scenario, but if you do, confidently respond by presenting your value prop…and then qualify the customer how the competition measures against it.

There will be situations where a customer’s questions or comments hijack your voice for a moment – whether they do it intentionally or not.

How you handle yourself might be more important than any snappy line you can recite on the spot.

Practice saying aloud these responses when you feel boxed in by a customer:

1. "I don’t know." It’s honest…and honesty is always the best policy. Before you blurt out that you’re "eager to get back to the customer with an answer," probe to uncover the customer’s motivations behind their question. What you learn about their agenda will help guide your reaction.

2. "Ya know, I’m gonna have to think about that for a moment." It’s also honest and buys you time to contemplate your best response. If you sense emotions are rising, this approach gives you time to calm yourself…and the buyer.

Be okay with the silence.

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?

The Fight Flight Freeze response is innate to every human being and is a fascinating physicological event that you’re aware of…mostly because you’ve experienced some elements of FFF.

And while a tense moment with a customer may not trigger extreme FFF in you, watch this 3-minute video to gain insight into what’s going on in your body when your pesky prospect pushes you to the brink.

Whatever you conclude, don’t forget the best default reaction: breeeeeaaaathe and slow down.