Here’s a great quote to discuss at your next team meeting:
“It’s easy to accept the easy customer. But as Morantz [Craig Morantz] aptly points out, you will always deal with angry, bitter, frightened and emotional customers. Acceptance is not judging them, it’s embracing where they are at and focusing on the challenge or opportunity. Once you have identified the buyer personality before you, it will be easy to show acceptance. Are they hungry for knowledge? Show them you are eager to provide it. Are they nervous and untrusting? Share your own fear of being taken for a ride. Ask yourself, ‘What will show this person that I am willing to meet them where they are?'”
Source: Kevin Daum, Inc.com, May 6, 2015.