To keep this positive focus, you need to understand that modern sales is about establishing a mutually beneficial and fundamental relationship with customers, not about profit.
Gone is the time of the sales sharks, gone is the time of romantic movies, where salespeople persuaded customers through manipulation and tried to achieve their internal goals. These salespeople were like the Conquistadors who sailed up to the coast and exchanged diamonds and gold for trinkets, then got on a ship and sailed away. The time for such sales is over.
Now those salespeople who care about building relationships with their customers and thinking about how to build relationships with them, in other words generate a deferred flow of sales, are coming to the forefront. This has happened because the time of consumers is over and the time of choosers has come. Every customer understands that all they have to do is reach out and they’ll get a hundred offers on any product or service, so it’s hard to make a deal with that customer here and now.
A friend of mine told me a life story, “I wanted to buy a house one day and went to see a realtor. I liked the house and started negotiating the price, but the realtor saw that my wife was pregnant and the realtor took me out to the backyard of this house and showed me the power lines that were next to the fence of this house. I asked her what the big deal was here. The realtor said she didn’t know, but seeing that my wife was pregnant, she should have pointed it out. I ended up not buying the house from this realtor as she basically talked me out of buying it. I later bought the house from another realtor, but when friends and acquaintances called me and asked for the phone number of the realtor who sold me the house, I shared with them the contact of the realtor who did not sell me the house. Not only did I recommend this realtor to my friends and acquaintances, but I talk about this woman in training because she knew that modern sales is about establishing a relationship with a client.”
So selling is when you help the client make a choice of all sorts of options. That’s what modern sales is all about when you think about making contact with the customer. You do not need to sell to him, and in order to make a deep contact with him, you do not sell your product to the customer.
How to work with toxic customers
How do you respond to those people with whom you want to build a relationship, but for some reason they begin to not behave correctly with you? At this point, think about the fact that never a person who is positive, happy, who has everything good in their life, will do anything wrong toward you.
If you hear something negative about you, you should understand that you just need to feel sorry for that person. That person is just in a destructive, emotional state right now, and you need to help them, not dump your emotional energy on them.
A certain person’s truth is some belief based on previous experience. If your client has had some kind of bad insurance experience, they may be positioning that when interacting with you. Your job is to find out what that experience was and try to change it.