Nobody likes to deal with communication conflict, but in sales you are eventually going to find yourself in a conflict situation.
How you handle it will mean keeping the customer or losing the customer.
Here are 3 communication conflict situations and how to successfully manage them.
But I’m Right…
Ask yourself, what is the big deal about being right? In the big scheme of things, will being right really matter?
Will it make your prospect like or respect me more?
Will it cost you this sale and future sales?
It helps to ask yourself what it would mean, if anything, if you were right.
Don’t Be Defensive…Listen
It can be difficult not to jump to your own defense when someone is being critical…or if you perceive that they are being critical.
One reason to hold off on defensiveness is that you may be hearing criticism when that isn’t at all what the other person means.
Your perception may be off.
Another reason to hold off on being defensive is that you can’t really hear the other party’s points when you are formulating defenses in your mind.
Hearing the other person is actually an important communication technique in an argument.
Bottom line, if you don’t hear them you can’t make your points effectively. You’ll miss the point and just cause frustration for both of you.
Try to see things through the other party’s eyes, even if it means acknowledging annoying behavior on your part.
If the individual is angry because of something you did or failed to do, respond with understanding – “Yes, I can see how that would be annoying to you.”
It’s amazing how empathy can sometimes diffuse anger.
Dealing with customers can be tricky. How you manage communication conflict could cost you your relationship and any future business.
Using these three strategies will help you avoid conflicts and help you build rapport and your book of business.
What other types of communication conflict have you had to deal with and how did you save the business?
Let me know in the comments, and thanks for reading!