How to Deal with Difficult Customers E-Book

Dave Anderson

• Herausgeber: John Wiley & Sons
• Kategorie: Fachliteratur
• Sprache: Englisch

Seitenzahl: 225

Veröffentlichungsjahr: 2013

Beschreibung

Praise for How to Deal with Difficult Customers "The application of the ten key strategies in this book will help every sales professional learn how to deal with the truly difficult and how to avoid creating unnecessary difficulties. It's written with the same wit, humor, and inspiration that have made Anderson's prior books so effective." --Margaret Callihan, President, Chairman, and CEO, SunTrust Bank, Florida "Anderson knocks another one out of the park with How to Deal with Difficult Customers! The problem is real; Anderson's solutions make sense and, as always, he makes you laugh in the process." --Mike Roscoe, Editor in Chief, Dealer Magazine "I could not put this book down. It's a salesperson's bible, offering clear and concise how-to advice. If you're in the selling profession and want to sell more, you should read this book . . . twice." --Warren Lada, Senior Vice President, Saga Communications "An individual executing the ideas within this book will change their own life and their organization. No one has the gift like Anderson to articulate the importance character plays in maximizing potential." --Mike Tomberlin, CEO, The Tomberlin Group "Throw out all your other sales manuals. Anderson's new book will change the way you look at customers, the way your salespeople look at themselves, and, quite frankly, the way you look at the sales process." --Dan Janal, President, PRleads.com "What are you waiting for? We all have difficult customers. If you're tired of leaving money on the table because you can't handle them, read this book. If your good customers are turning into difficult customers, read this book. If you want to deliver results year-in and year-out, read, re-read, and apply the lessons of this book." --Randy Pennington, author, Results Rule!

Leseprobe

Contents

Preface

Acknowledgments

About the Author

Introduction

Chapter 1: Understand the Ten Truths About SOBs!

Let’s Start With Straight Talk

SOB Summary for Chapter 1: The Ten Truths About SOBs

Chapter 2: Toughen up; Sharpen up; Grow up & Go up!

Let’s Start with Straight Talk

SOB Summary for Chapter 2: Toughen Up; Sharpen Up; Grow Up & Go Up!

Chapter 3: Don’t Just Be Better, Be Different!

Let’s Start with Straight Talk

A Lesson from Larry

SOB Summary for Chapter 3: Don’t Just Be Better, Be Different!

Chapter 4: Take the Fight Out of the Sales Process!

Let’s Start with Straight Talk

SOB Summary for Chapter 4: Take the Fight Out of the Sales Process!

Chapter 5: How to Face and Finesse the SOB “Quadruple Threat”!

Let’s Start with Straight Talk

SOB Summary for Chapter 5: How to Face and Finesse the SOB “Quadruple Threat”!

Chapter 6: Shovel the Piles While They’re Small!

Let’s Start with Straight Talk

SOB Summary for Chapter 6: Shovel the Piles While They’re Small!

Chapter 7: Create a Cult!

Let’s Start with Straight Talk

SOB Summary for Chapter 7: Create a Cult!

Chapter 8: Create Urgency to Buy Today!

Let’s Start with Straight Talk

SOB Summary for Chapter 8: Create Urgency to Buy Today!

Chapter 9: Learn to Read an SOB’s Mind!

Let’s Start with Straight Talk

SOB Summary for Chapter 9: Learn to Read an SOB’s Mind!

Chapter 10: Be Prepared to Walk Away!

Let’s Start with Straight Talk

SOB Summary for Chapter 10: Be Prepared to Walk Away!

Bibliography

Praise for How to Deal with Difficult Customers

“Dave has done it again! The application of the 10 key strategies in this book will help every sales professional learn how to deal with the truly difficult and how to avoid creating unnecessary difficulties. It is written with the same wit, humor, and inspiration that have made Dave’s prior books so effective.”

—Margaret Callihan, President, Chairman, and CEO of Sun Trust Bank, Southwest Florida

“Dave Anderson knocks another one out of the park with How to Deal with Difficult Customers! The problem is real; Dave’s solutions make sense; and, as always, he makes you laugh in the process.”

—Mike Roscoe, Editor-in-Chief of Dealer Magazine

“I could not put this book down. It is a salesperson’s bible offering clear and concise how-to advice. If you are in the selling profession and want to sell more, you should read this book . . . twice.”

—Warren Lada, Senior Vice President, Saga Communications

“An individual executing the ideals within this book will change their own life and their organization. No one has the gift like Dave Anderson to articulate the importance that character plays in maximizing potential.”

—Mike Tomberlin, CEO, The Tomberlin Group

“Throw out all your other sales manuals. Dave Anderson’s new book will change the way you look at customers, the way your salespeople look at themselves, and quite frankly, the way you look at the sales process.”

—Dan Janal, President, PR LEADS.com

“What are you waiting for? We all have difficult customers. If you are tired of leaving money on the table because you can’t handle them, read this book. If your good customers are turning into difficult customers, read this book. If you want to deliver results year-in and year-out, read, re-read, and apply the lessons of this book.”

—Randy Pennington, author, Results Rule! Build a Culture that Blows the Competition Away!

“Dave Anderson does it again! Implementing the ideas in this book will add up to higher sales, margins, and profits.”

—Bob Farlow, Market President, AutoNation

“This is not a book about selling theories; rather, it’s a ‘how-to’ manual on proven sales techniques. Dave Anderson writes with authority because he really has been there . . . and succeeded! It will be required reading for everyone on my sales team!”

—Charlie Polston, Dealership Profitability Consultant, BG Products, Inc.

Copyright © 2007 by Dave Anderson. All rights reserved.

Published by John Wiley & Sons, Inc., Hoboken, New Jersey.

Published simultaneously in Canada.

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Limit of Liability/Disclaimer of Warranty: While the publisher and author have used their best efforts in preparing this book, they make no representations or warranties with respect to the accuracy or completeness of the contents of this book and specifically disclaim any implied warranties of merchantability or fitness for a particular purpose. No warranty may be created or extended by sales representatives or written sales materials. The advice and strategies contained herein may not be suitable for your situation. You should consult with a professional where appropriate. Neither the publisher nor author shall be liable for any loss of profit or any other commercial damages, including but not limited to special, incidental, consequential, or other damages.

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Library of Congress Cataloging-in-Publication Data

Anderson, Dave, 1961–

How to deal with difficult customers : 10 simple strategies for selling to the stubborn, obnoxious, and belligerent / Dave Anderson.

p. cm.

Includes bibliographical references.

ISBN-13: 978-0-470-04547-3 (cloth)

ISBN-10: 0-470-04547-7 (cloth)

1. Selling. I. Title.

HF5438.25.A5213 2007

658.85—dc22

2006014057

This book is dedicated to the many SOBs (stubborn, obnoxious, and belligerent customers) I’ve had the privilege of selling and teaching others to sell over the years. Thank you for forcing us to get better at what we do. Unfortunately for you, your gig is up. You’re not that tough. In fact, from this day forward, we’re going to earn even more of your money—and make you like the process in spite of yourself.

Preface

Since time is money for everyone in sales, I’m not going to waste it rambling on through the preface and introduction explaining why I wrote this book. In short, How to Deal With Difficult Customers is written for every salesperson on the planet who wants to start making the sales he or she regularly loses to stubborn, obnoxious, and belligerent customers. I can say this with utmost confidence because, regardless of where you sell, what you sell, or how you sell, if you’re in the sales profession for more than a few hours you’ll encounter a stubborn, obnoxious, or belligerent (from hereon out referred to affectionately as SOBs) customer and have an opportunity to earn his or her business. This book will teach you to sell them more easily, more quickly, and for higher profits.

What inspired this book? Frustration and disgust. Let me explain. I’ve sold everything from car wax to insurance to carpet cleaning services to automobiles, and it seems that every sales class I ever attended skirted the real-world issue of how to sell to a jerk. Their rationale was, since the vast majority of customers were respectful, pleasant, and professional, why expend time learning to sell someone you may encounter on only 5–10% of your sales calls? Frankly, I needed that 5–10% of the business I was missing as a result of being unprepared. Over a lifetime, we’re talking about a ton of money, and I got sick and tired of wimpy trainers, authors, and managers who didn’t seem to think that this segment of the populace was worth learning how to sell or, if the truth be known, didn’t know how to sell them. I knew that someone was selling these people and that it should be me. In addition, I wearied of dreading SOBs. They made my life miserable even when I wasn’t dealing with them; just anticipating them drained me! What’s worse is that I never knew that my own deficient sales skills turned otherwise nice, normal folks into SOBs! In fact, one of the key premises of this book that every salesperson must grasp is that most SOB customers are made, not born, and they’re “made” by sales mistakes that can be prevented by applying the strategies in this book.