When a Customer Says “No”

April 17, 2013 | By | Reply More

When owning or operating a business, it’s inevitable that sometimes, people will not buy your product or service. There will be times when your prospect or customer will say “No” to you. You may also be getting feedback along the lines of ‘not interested’, ‘not right now’, ‘call back in a month.’ This might occur early in the contact cycle, or it might occur later, after you’ve expended some amount of time, money, and effort.

While this never feels good, here are 10 ways you can minimize the impact of a customer saying “No” on you and your business.

customer says no

1. Maintain a very high level of regular self care.

A “no” from your prospect should not dampen your spirits. Take time to strengthen your resolve to get pass this bump in the road. This means that you make a commitment to your health and needs for sleep, exercise, good nutrition, and relaxation. It means that you have adequate reserves of time, money, and resources so that you have more than you need in all these areas. If you don’t, today, have “more than you need” getting to this level should be one of your first priorities. There is little worse than “needing” a client to buy so you can meet your monthly rent payment. Take strong action to increase your reserves.

Read the article Removing Obstacles to Sales

2. Find a different spot to stand in.

This means that you find a way to shift your perspective on the process. Some will take rejection and use it as an excuse to never try again. Others will find a way to use the experience and make it in something bigger, more generative, and more powerful. Which approach is more likely to foster success?

Read the article 10 Tips to Conquer Your Sales Fear

3. Consider that the solution might be “not this way – try another”.

This means that this event might, actually, give you a guidepost of how to move forward on your next attempt. If you can, find out why the prospect did not buy your product or service. A simple follow-up call can show you ways to improve your selling process for next time.

When the client says “no” to you now, it may mean that what the prospect is telling you is ‘this isn’t a priority right now’. If what you’re offering ISN’T a priority to your prospects, then it means that something else IS. There are other issues that are keeping them awake at night. There are other problems that they’re preoccupied with. And if you can uncover what those points of pain are, and link your solution to addressing those points of pain, there’s a very good chance that they will soon be a paying client.

You need to spend some time and exploring and uncovering these points of pain. How? Listen, first and foremost. Take off your blinkers and start thinking creatively about what you can do to link your solution to a current pressing problem that your target market is experiencing. Small businesses and solo operators have a tremendous advantage here, because they are nimble and have the ability to quickly repackage and reposition their offering.

Read the article How to Overcome Objections and Close the Sale

4. Remind yourself that it’s not personal.

This means, don’t make the person’s decision as reflective of your talents, or your abilities. Some people are not right for you or your company, and some people are. When someone has said “No” be glad. They wouldn’t have been happy with what you offered, and may have cost more (in time, effort, special requests) in the long run. It’s easier to do this, by the way, when you don’t “need” the sale – see tip #1.

Read the article Discover Your Sales Strengths: Advice from the World’s Best Sales Managers

5. Decrease the time you spend with people who don’t respect you, your product, or your service.

This means, instead, spend more resources cultivating people who value what you offer. Generate an “ideal prospect” profile and stick with this. Your bottom line will reflect the difference.

Read the article How to Find Prospects that Buy

6. Keep moving on.

Very often, we take a “no” and we think about it … re-live it … plan what we’ll say next time. In short, we live the event hundreds of times when, in fact, it was just, really, a few minutes in our life. The best antidote to this is to take the next action, and the next, and the next. Keep moving forward and don’t dwell on the past.

Read the article 6 Powerful Sales Prospecting Strategies

7. Broaden your definition of success.

The number one reason people feel bad when someone says, “no” is because they feel a strong attachment to the outcome. Instead of looking at outcomes, or being attached to how things turn out, perhaps you can look at success as getting out there in the first place. How would it be if you went for effort rather than outcome, even sometimes?

Read the article 5 Sure Ways to Increase Sales Immediately

8. Start a success journal – immediately.

For every “No” you’ve ever experienced, you probably could list tens (if not hundreds) of situations in which people said “Yes!” to who you are or what you offer. When you feel upset or down about one particular situation, aim to list at least 100 things you’ve succeeded in already.

Read the article Creating Sales Conversations

9. Shift your focus from what happened.

Distract yourself by thinking of all the good and fun things you want to attain or achieve. Whatever you think about gets bigger in your life, so make sure you’re thinking good thoughts. Take each experience as an isolated occurrence, not the absolute, ultimate truth.

Read the article 20 Tips From a Sales Coach to Increase Sales Productivity

10. Commit to routinely attracting more customers than you need. “

No, thanks” is much easier to handle ­ economically – when you have a steady flow of qualified prospects streaming in. If you aren’t in this position, be sure to revisit your marketing plan and recommit to daily marketing actions. It’s easy to get away from this when business picks up, and harder to generate momentum when business goes down.

Read the article Focus on Marketing Efforts that Bring the Most Results

Taken together, these strategies will help you overcome “No, Thanks.” while building a more successful business.

Recommended Books When a Customer Says “No”:


About the Author:

Dr. Rachna D. Jain is a sales and marketing coach and Director of Operations for SalesCoachTraining.com. To learn more or to contact Dr. Jain directly, please visit http://www.SalesandMarketingCoach.com and sign up for her free email newsletter, “Sales & Marketing Secrets”

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Category: Sales

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