Your customer has a problem and they took the effort to call. This can have a negative impact on your ability to get B2B leads in the future, but there is no need to panic. Mad customers give us an opportunity to show how committed you are to them.
Want to know the secret to not having to always work so hard? I just told you. Instead of always working to get new prospects, nurture the customers you have, and discover the amazing stream of income you can generate from customers that are twice as likely to buy from you again as those who are not!
There are times where it makes sense to provide a trial for free for a period of time. However, it only makes sense to do that if there is a firm commitment to award you the business if the pilot goes well.
We all have those difficult customers to whom we are required to sell. From the demanding, abrasive buyer to the individual who never seems to make a buying decision, we encounter challenging people on a regular basis. Part of the reason this happens is due to the disconnect we have because of conflicting personalities. Modifying your approach and style, even briefly, will help you better connect with your customers and prospects which means you will generate better sales.
Upselling and cross-selling the right stuff at the right time is your duty. How many times have you bought something only to get it home and realise that you wish you had bought the more expensive option because it has features or benefits that you would have preferred. If only the salesperson had told you about it!
The Answer is always "NO" until you ask for the Sale. In the first place, you have nothing to lose if you are rejected. You did not have the sale anyway. But, if you give your customer choices you will not be rejected. Always avoid the word "NO" and you will increase your sales and profits.
Just because someone asks you for a better price, does not mean they expect to get it. When you drop your price too quickly, you teach your customer to repeat that behaviour in future transactions. It is essential to listen carefully to what your prospect says and to think before you speak.
I issued customers on my list a plastic buying card. It clearly stated on the back of the card that it was a buying card which entitled the named holder Preferred Credit Privileges. No one ever questioned that the plastic buying card was not a real credit card. I discovered when the customer is connected to your business they purchase more products and services more often.