How do you handle rejection and deal with difficult customers?

1 Understand the reasons

The first step to handle rejection and difficult customers is to understand the reasons behind their behavior. Sometimes, they may have valid concerns, objections, or frustrations that you need to address. Other times, they may be influenced by external factors, such as stress, mood, or competition, that have nothing to do with you or your offer. By asking open-ended questions, listening actively, and empathizing, you can uncover the root causes of their resistance and tailor your response accordingly.

2 Don't take it personally

The second step to handle rejection and difficult customers is to not take it personally. Rejection and criticism can hurt your ego and confidence, but they are not reflections of your value or worth. Instead of dwelling on the negative feedback, focus on the positive aspects of your sales process, such as the skills you learned, the relationships you built, and the insights you gained. Remember that rejection and difficult customers are part of the sales journey, and they can help you grow and improve.

3 Stay calm and professional

The third step to handle rejection and difficult customers is to stay calm and professional. Losing your temper or arguing with them will only escalate the situation and damage your reputation. Instead of reacting emotionally, take a deep breath, pause, and acknowledge their feelings. Then, use a calm and respectful tone to restate your value proposition, address their concerns, and propose a solution. If they are still hostile or uninterested, thank them for their time and move on gracefully.

4 Learn from the experience

The fourth step to handle rejection and difficult customers is to learn from the experience. After each interaction, reflect on what went well and what went wrong. Identify the areas where you can improve your sales skills, such as communication, persuasion, or objection handling. Seek feedback from your peers, mentors, or managers, and use their suggestions to refine your sales strategies and techniques. Also, celebrate your wins, no matter how small, and reward yourself for your efforts.

5 Maintain a positive attitude

The fifth step to handle rejection and difficult customers is to maintain a positive attitude. Rejection and difficult customers can affect your motivation and morale, but you can overcome them by adopting a positive mindset. Instead of seeing them as failures or obstacles, see them as opportunities or challenges. Instead of comparing yourself to others, focus on your own goals and progress. Instead of giving up or avoiding them, persist and follow up. By doing so, you can boost your self-esteem and resilience.

6 Seek support and guidance

The sixth step to handle rejection and difficult customers is to seek support and guidance. You don't have to deal with them alone. You can reach out to your colleagues, friends, or family, and share your feelings and experiences. They can offer you emotional support, encouragement, and advice. You can also join online or offline communities of sales professionals, where you can network, learn, and exchange tips and best practices. By doing so, you can reduce your stress and isolation, and increase your confidence and competence.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?