Dealing with Difficult Clients in B2B Sales
1h 4mBeginner2023-03-20
Authors
Chris Croft
Lecturer, Thought Leader, Project Management, Leadership
Miles Croft
Sales Professional and Prospecting Coach
CRFT Productions
Full-Service Learning Content Company
Course details
Dealing with a difficult client is one of the hardest parts of a salesperson’s job. Challenging clients can derail opportunities, make your job considerably harder, and, in some cases, completely deteriorate your professional confidence and mental well-being. In this course, international trainer Chris Croft joins sales and prospecting coach Miles Croft to provide practical, actionable tips and advice on best practices for dealing with difficult clients. Explore simple, applicable methods to help you deal with challenging personalities. Unlock the secrets to understanding and even improving difficult sales situations, transforming them from near-missed opportunities into fruitful, long-term relationships. Along the way, Chris and Miles show you how to overcome some common customer-based obstacles to make the most of each unique client situation.
Skills covered
Sales SkillsBusiness StrategySalesBusiness Analysis and StrategyLeadership and ManagementOne-Off
Concepts
0. Introduction
- 01 - Dealing with difficult B2B clients
- 02 - Why are some clients difficult
1. Understand Them
- 03 - Where client priorities lie
- 04 - Undercovering your customer s true pain
- 05 - Breaking down client problems into bite-size chunks
- 06 - Personality types and colors explained
2. Deal with Them
- 07 - Remaining calm with difficult clients
- 08 - The types of difficult clients
- 09 - Managing client expectations
- 10 - Dealing with scary clients
- 11 - Finding connections and building relationships
- 12 - Mental affirmations before meetings
- 13 - Getting client buy-in and agreements
- 14 - Mirroring client's body language
- 15 - Understanding your value as a salesperson
3. Assess Them
- 16 - Understanding client networks
- 17 - Sharing clients within your team
- 18 - Selling on value rather than price
4. Final Tips
- 19 - Gamification with difficult customers
- 20 - Trading customers with colleagues
- 21 - Four steps to dealing with a difficult client
- 22 - Sacking and letting clients go
Conclusion
- 23 - Final thoughts on dealing with difficult clients