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How can you teach sales representatives to handle difficult customers with innovation?

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As a sales coach, you want your sales representatives to be confident, creative, and resilient when dealing with difficult customers. However, not every customer is easy to please, and some may even challenge your reps with complaints, objections, or unrealistic demands. How can you teach your sales representatives to handle difficult customers with innovation? Here are some tips to help you foster a culture of innovation and problem-solving in your sales team.

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1 Understand the customer's perspective

The first step to handle difficult customers with innovation is to understand their perspective and empathize with their situation. Your sales reps should listen actively, ask open-ended questions, and acknowledge the customer's feelings and needs. By doing so, they can avoid jumping to conclusions, making assumptions, or getting defensive. Instead, they can show the customer that they care and that they are willing to find a solution that works for both parties.

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Javier E. Navarro

Mexico Cross-Border Logistics Expert | Vice President - Strategic Sales | Certified Supply Chain Professional | Bilingual Sales & Business Development Specialist | Photography Enthusiast | Taco Connoisseur
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It is difficult for many reps to listen more than they talk… much of it comes with experience. One of the biggest, if not the biggest, tools to make sure sales reps are open and receptive to listen and empathize with potential customers is mindset. When your sales team has the deep belief and mindset of being helpful to the customer instead of being a nuisance the whole conversation changes from pushing a product or service to finding the best way to match their needs with your product or service. This reduces the objections greatly, increasing the odds of a successful sale.

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Francisco Xavier Moreno

Internet Telecommunications SME
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1. Teach them NEGOTIATION and VOCABULARY skills. 2. Teach them how to UNDERSTAND the REAL message that is being communicated. * Unspoken communication 70% (body language) *Spoken words 30%.

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Vinod Sridhar

Sales coach. Helping businesses achieve their Sales goals
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Start by instilling empathy in your reps; understanding the customer's perspective is key. Equip them with diverse communication tools and encourage active listening to tailor solutions effectively. Foster a culture of continuous learning—embrace new technologies and methodologies. Role-play scenarios incorporating innovative problem-solving techniques, fostering a mindset that views challenges as opportunities.

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2 Think outside the box

The second step to handle difficult customers with innovation is to think outside the box and explore different options and alternatives. Your sales reps should not limit themselves to the standard procedures, policies, or products that they usually offer. Instead, they should use their creativity, imagination, and curiosity to come up with new ideas, suggestions, or recommendations that can satisfy the customer's needs and expectations. They can also use brainstorming, mind mapping, or other techniques to generate and organize their thoughts.

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Justin Mueller

#TheSMSCoach | SMS Marketing & Compliance Consultant | Deliverability Strategist | LinkedIn Top Mobile Communications Voice | Empathetic Marketing Thought Leader
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Social Listening isn't limited to marketing strategies! Every prospect is seeking to solve a problem and it's not likely that they will always put all their cards on the table before they sign contracts, so dig a little deeper into what their customers are saying. Prospects become customers when they identify that you have the solution to their problem, so get out in front of the others and identify what that problem is, and present it from a place of empathy and as a series of actionable steps. Relate directly to the client by understanding the needs they have, be sure to share how your solution meets that need and the needs of their customers, and outline exactly what they need to do to achieve it (obviously including "sign here")!

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3 Experiment and test

The third step to handle difficult customers with innovation is to experiment and test their ideas and see how they work in practice. Your sales reps should not be afraid to try new things, make mistakes, or learn from feedback. Instead, they should adopt a growth mindset, embrace challenges, and view failures as opportunities to improve. They can also use prototyping, piloting, or other methods to validate and refine their solutions before presenting them to the customer.

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4 Communicate effectively

The fourth step to handle difficult customers with innovation is to communicate effectively and persuasively. Your sales reps should not just tell the customer what they can do, but also why and how they can do it. They should use clear, concise, and positive language, avoid jargon or technical terms, and tailor their message to the customer's style and preferences. They should also use stories, examples, or testimonials to illustrate the benefits and value of their solutions and to build trust and rapport.

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5 Follow up and follow through

The fifth step to handle difficult customers with innovation is to follow up and follow through on their promises and commitments. Your sales reps should not just deliver the solution, but also ensure that the customer is satisfied, happy, and loyal. They should check in with the customer regularly, ask for feedback, and address any issues or concerns that may arise. They should also thank the customer for their business, ask for referrals or testimonials, and look for opportunities to upsell or cross-sell.

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6 Learn and improve

The sixth step to handle difficult customers with innovation is to learn and improve from their experiences and outcomes. Your sales reps should not just move on to the next customer, but also reflect on what they did well, what they could have done better, and what they can do differently in the future. They should also share their insights, best practices, and lessons learned with you and their peers and seek feedback and coaching to enhance their skills and performance.

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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?

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How can you teach sales representatives to handle difficult customers with innovation?

1

2

3

4

5

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1 Understand the customer's perspective

2 Think outside the box

3 Experiment and test

4 Communicate effectively

5 Follow up and follow through

6 Learn and improve

7 Here’s what else to consider

Sales Coaching

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How can you teach sales representatives to handle difficult customers with innovation?

1

2

3

4

5

6

7

1 Understand the customer's perspective

2 Think outside the box

3 Experiment and test

4 Communicate effectively

5 Follow up and follow through

6 Learn and improve

7 Here’s what else to consider

Sales Coaching

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